Sidian Bank Careers

JOB PURPOSE

Responsible for the effective management, control and marketing of the Banks Product portfolio within the branch, in line with the Bank’s policy, to ensure growth of the balance sheet and revenue.

KEY RESPONSIBILITIES AND ACTIVITIES

Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Prepares a personal action plan that contributes to the overall branch budget.

Sales & Business Development:

• Full responsibility for all product lines and all sales and business development.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the branch remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a focused relationship management approach, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Actively market and develop the banking products to existing and prospective clients to grow the wallet share.
• Continuously conduct market research and competitor analysis to identify new business opportunities.
• Manage relationships of key accounts while tapping on their share wallet through cross selling and upselling.
• Business development through recruiting new key accounts while harnessing their value chains.
• Maintain a comprehensive understanding of the customers’ business plans, financial projections and support requirements.

Strategic Marketing

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Support product specialists and the sales teams in marketing of initiatives and other products to local businesses.

Strategic customer experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.

Compliance:

• Contributes to the flow of staff communications, by attending regular staff meetings – morning huddles and weekly progress meetings.
• Adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Monitor and ensure compliance of facility covenants to ensure performance and profitability.
• Provide regular call reports for all facilities to enhance our Monitoring & Evaluation.
• Monitor service delivery to bank customers to ensure high levels of efficiency and effectiveness.
• Ensure compliance with both internal and external regulatory requirements.
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies.
• Compliance to the Environmental Social Management (ESM) policy and procedure in day to day business.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy
• Portfolio management as per policy
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy
• KYC compliance as per policy

ACADEMIC BACKGROUND

University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

At least 6 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION REQUIRED

• Diploma in Banking – AKIB/ACCA/CPA (K)

JOB PURPOSE

The purpose of the role is to support the Branch Manager to deliver best in class customer service to customers to maximize relationship building through managing the Service Delivery function (Customer Service and Tellering) in the branch to ensure the delivery of quality service to customers, the projection of a professional and warm image, maintenance of operational controls and continuous improvement in operational efficiency.

KEY RESPONSIBILITIES AND ACTIVITIES

• Overall responsibility for management of branch cash.
• Customer service management.
• Branch compliance audit and control of operational losses.
• Human resource management at the branch level.
• Business continuity, administration, branch controls and physical security maintenance of the branch.
• Financial controls at the branch managing the overall branch cash.
• Reconciles cash till by proving cash transactions, counting and packaging notes and coins, reconciling other transactions, turning in excess cash and mutilated currency to officer, cash operations and maintaining supply of cash and currency at till.
• Complies with bank operations and security procedures by participating in all dual-control functions, maintaining customer traffic surveys, auditing other tellers’ currency, assisting in certification of proof of funds by customer.
• Maintains customer confidence and protects bank operations by keeping information confidential.

Sales & Customer Service:

• Ensure cash transactions, customer queries, requests or complaints are handled within the definedService Level Agreements (SLAs) and Turn Around Time.
• Endeavors to increase deposits by new and existing clients by identifying and evaluating client needs’ through observation, listening and questioning techniques through tele sales.
• Maintains a complete understanding of all products and services offered via Sidian distribution channels, with knowledge sufficient to discuss product attributes fully and confidently.
• Calls new and existing customer to cross sell and upsell bank products.
• Contributes to the efficient operation of the branch through the accurate and timely processing of all transactions and account maintenance, including customer instructions, account information requests, account instruments etc.
• Influencing customer’s decision making so that they transfer their ‘main bank’ transactional banking to Sidian and utilize Sidian range of non-term deposit products, which assists the branch meet its funding margin objective.
• Contributes to the promotion of the branch by preparing displays, coordinating and distributing promotional materials and organizing functions.
• Develops and maintains relationships with new and existing clients to capitalize on opportunities to cross-sell Sidian products and services to existing and potential clients.
• Responsible for making referrals to Relationship Officers and Bancassurance for uptake and utilization of bank products, services and channels.
• Responsible for ensuring that all accounts opened in the branch are signed up to at least one digital channel.
• Ensure that customer tools are stored safely and are delivered to the customer as per the set SLA.

Operations:

• Opens new accounts, completes associated documentation and supervises in the banking system as per Sidian policy and procedures and contributes to the operation of the branch by maintaining a filing system and updating and monitoring client records.
• Ensures up-to-date information for all branch customers at all times.
• Ensures the accurate and timely processing and delivery of all certificates, account information, and statements to clients.
• Contributes to the flow of communication within the team, by actively participating in staff meetings.
• Provides information and reports as requested.
• Ensure proper documentation and filing is done for all transactions.

Risk and Compliance:

• Ensure compliance with both internal and external regulatory requirements.
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies.

Compliance:

• Contributes to the flow of staff communications, by attending regular staff meetings – morning huddles and weekly progress meetings.
• Adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Monitor service delivery to bank customers to ensure high levels of efficiency and effectiveness.
• Ensure compliance with both internal and external regulatory requirements.
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies.
• Compliance to the Environmental Social Management (ESM) policy and procedure in day to day business.

DECISION MAKING AUTHORITY

• To authorize/approve customer’s request.
• Limited scope for decision making as the role is extensively guided by policy and guidelines.

ACADEMIC BACKGROUND

University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 4 years in banking operations, of which 2 years should be at a supervisory level.

SKILLS & COMPETENCIES

• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Knowledge of relevant products and services.
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

PROFESSIONAL CERTIFICATION 

• Diploma in Banking – AKIB/ACCA/CPA (K) is an added advantage.

JOB PURPOSE

Ensuring overall Branch Management, staff management, business growth and development, operational excellence. This role also develops and implements business strategies to deliver performance and growth targets as well as maintain good business environment.

KEY RESPONSIBILITIES AND ACTIVITIES

Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.

Sales & Business Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Strategic Marketing:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Ensure that merchandising materials are displayed in accordance with guidelines.
• Brief staff on promotional and product launches; provide regular feedback on sales performance.
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business.
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses.

Strategic customer experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.

Branch Operations:

• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.

Leadership & People Management:

• With the support of Human Resources, is responsible for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff.
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.

DECISION MAKING AUTHORITY

• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval of exceptional requests with respect to KYC on account opening.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Approval to spend on customer recovery within budgeted limit.
• Making decisions on referrals for accounts under their codes.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.

ACADEMIC BACKGROUND

University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

At least 10 years’ experience in retail banking and/or commercial banking including a minimum of 5 years proven and progressive management experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION REQUIRED

• Diploma in Banking – AKIB/ACCA/CPA (K)

JOB PURPOSE

The purpose of the role is to support the Service Delivery Manager to deliver best in class customer service to customers to maximize relationship building through accurate and timely processing of transactions, the provision of quality customer service and the promotion of Sidian Bank products, services and channels so as to achieve the bank strategy.

KEY RESPONSIBILITIES AND ACTIVITIES

Sales & Customer Service:

• Ensure customer queries, requests or complaints are handled within the defined Service Level Agreements (SLAs) and Turn Around Time.
• Maintains a complete understanding of all products and services offered via Sidian distribution channels, with knowledge enough to discuss product attributes fully and confidently.
• Calls new and existing customer to cross sell and upsell bank products.
• Contributes to the efficient operation of the branch through the accurate and timely processing of all transactions and account maintenance, including customer instructions, account information requests, account instruments etc.
• Influencing customer’s decision making so that they transfer their ‘main bank’ transactional banking to Sidian and utilize Sidian range of non-term deposit products, which assists the branch meet its funding margin objective.
• Contributes to the promotion of the branch by preparing displays, coordinating and distributing promotional materials and organizing functions.
• Develops and maintains relationships with new and existing clients to capitalize on opportunities to cross-sell Sidian products and services to existing and potential clients.
• Responsible for making referrals to Relationship Officers and Bancassurance for uptake and utilization of bank products, services and channels.
• Responsible for ensuring that all accounts opened in the branch are signed up to at least one digital channel.
• Ensure that customer tools are stored safely and are delivered to the customer as per the set SLA.

Operations:

• Opens new accounts, completes associated documentation and loads into the banking system as per Sidian policy and procedures and contributes to the operation of the branch by maintaining a filing system and updating and monitoring client records.
• always Ensures up-to-date information for all branch customers .
• Ensures the accurate and timely processing and delivery of all certificates, account information, and statements to clients.
• Contributes to the flow of communication within the team, by actively participating in staff meetings.
• Provides information and reports as requested.
• Ensure proper documentation and filing is done for all transactions.

Risk and Compliance:

• Ensure compliance with both internal and external regulatory requirements.
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies.

Compliance:

• Contributes to the flow of staff communications, by attending regular staff meetings – morning huddles and weekly progress meetings.
• Adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Monitor service delivery to bank customers to ensure high levels of efficiency and effectiveness.
• Ensure compliance with both internal and external regulatory requirements.
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies.
• Compliance to the Environmental Social Management (ESM) policy and procedure in day to day business.

DECISION MAKING AUTHORITY

• To transact or refer customer request.
• Limited scope for decision making as the role is extensively guided by policy and guidelines.

ACADEMIC BACKGROUND

University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

No experience requirement.

SKILLS & COMPETENCIES

• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Knowledge of relevant products and services.
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

PROFESSIONAL CERTIFICATION REQUIRED

• Diploma in Banking – AKIB/ACCA/CPA (K) is an added advantage.

JOB PURPOSE

The Job holder will be responsible to solicit, build and maintain relationships with Public Sector Banking clients through provision of highly analytical, professional and well-rounded service presentations and consultations of the Bank’s Public Sector products ranging from liabilities to asset facilities to serve as one-stop and all-rounded Banking experiences and promote Sidian as the go to SME Bank. This involves growing business in terms of liabilities and assets as well as non-funded businesses in areas such as trade finance, bancassurance, forex, transactional income and channels usage from the bank’s target markets to increase share of wallet for the bank.

This role is responsible for continuous enhancement of the breadth and depth of product lines for the business function to achieve and sustain competitive positioning in the target markets. Effective account relationship management resulting in optimization of customer satisfaction, retention and wallet share through selling multiple solutions from appropriate range of the bank’s product is critical.

KEY RESPONSIBILITIES

• Strategic input and planning
• Sales, Business Development & Relationship Management
• Risk Management
• Strategic Marketing
• Strategic customer experience

Strategic input and planning

• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Provide input and recommendations to the Public Sector short- and long-term strategy in a bid to grow the wallet share and maximize revenue for the department.

Sales, Business Development & Relationship Management

• Identify opportunities for growth and new business acquisition through market research, analysis and networking.
• Develop a target market database of clients in the Bank’s desired industries/sectors, have well defined call objectives and drive a robust calling program that will generate sales and business for the Bank.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Act as liaison between clients and internal operations team to timely and effectively understand and provide all types of banking products including but not limited to deposits, loans, trade finances and remittance for the clients.
• Develop a focused relationship management system, which increases the Bank’s ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Develop a focused relationship management system, which increases the Bank’s ability to increase the flow of business and generate lending, trade finance, deposit and cash management business from existing and new customers in line with the target market segments for the bank.
• Ensure day-to-day client relationship management and engagement with customers to foster a good and lasting business partnership of the customer and the Bank.

 Risk Management

• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Ensure customer value proposition is implemented in compliance with external and internal regulations & policies i.e. operational, credit, reputational and people risk.
• Facilitate and collect all clients’ required documents for application of banking facilities to verify their eligibility.
• Gather valid applicants’ financial records by obtaining and compiling copies of clients’ credit histories, corporate financial statement and other financial information.
• Solicit, build and maintain new and existing clients in accordance with the guidelines stated in the Public Sector Banking policies and procedures to ensure sustainable and secure deposit and loan portfolios.
• Present and provide highly professional consultations to target corporate clients to address their demands and match with the Bank’s products and services.
• Discuss credit-related issues and loan packaging to provide sound financial advice and tailored solutions for the clients as well as to take the opportunity to cross-sell other banking products.
• Conduct financial analysis and interpret applicants’ financial status, credit, property evaluations, repayment capacity to determine feasibility of granting loans and other credit facilities.
• Conduct a site visit at clients’ business premise and proffered collateral during loan assessment process to obtain in-depth information concerning to the soundness of their business and purpose of loan application and ensure sufficient and acceptable security for the loan.
• Process and prepare Credit Appraisal Report for commercial applications including detailed loan appraisal write-up and detailed financial analysis of the corporate clients in order to submit for loan approval.
• Prepare and execute loan contracts and arrange loan disbursement timely and accurately to fulfill clients’ needs and satisfactions.
• Make regular site visits to existing clients to determine the actual conditions of the business and loan collateral whether it should remain the same or be downgraded as well as to develop relationship with clients as part of retention strategies.
• Closely monitor on recommended/processed loan for timely repayment and to ensure Portfolio At Risk remains within acceptable level.
• Follow up delinquent clients immediately and refer such case to higher authority to actively handle the loan portfolio.

Strategic Marketing

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Strategic product development by continuously developing and refining the banks products.
• Gather insights and provide recommendations that position the bank as a leading SME go to bank which focuses on entrepreneur.

Strategic customer experience

• Promote excellent customer experience by driving and advocating customer requirements through the various functions in the bank to deliver high service standards that delight the bank’s customers.
• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.

DECISION MAKING AUTHORITY

• The role is highly guided by Policies and Procedures
• Pricing structures and negotiation parameters
• Range of products to support the client

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master’s degree will be an added advantage.

WORK EXPERIENCE

• At least five (5) years’ experience in Financial/banking sector, three (3) of which should be in Relationship Management in Public Sector.
• Sound knowledge of Business Banking/SME products, services and processes together with exposure in retail banking branch operations.

SKILLS & COMPETENCIES

• Proven track record of growing a profitable and sustainable portfolio that delivers to the banks bottom-line.
• Profound understanding of SME market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.
• Excellent customer service, client relationship management, communication, negotiation, problem solving and interpersonal skills.
• Credit evaluation and analysis skills with extensive business insights related to commercial loans in Cambodia context.
• Financial literacy and ability to interpret and analyze financial statements (audited and/or management reports) of the business in order to access repayment capacity and financial soundness of the clients.
• Sense of judgement and common sense with both qualitative and quantitative tools to provide sound and comprehensive analysis/evaluation on complex credit applications;
• In-depth knowledge of the bank branch operations, rules and regulations, laws, granting loans, and credit risk management.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

JOB PURPOSE

The Job holder will be responsible to solicit, build and maintain relationships with Public Sector Banking clients through provision of highly analytical, professional and well-rounded service presentations and consultations of the Bank’s Public Sector products ranging from liabilities to asset facilities to serve as one-stop and all-rounded Banking experiences and promote Sidian as the go to SME Bank. This involves growing business in terms of liabilities and assets as well as non-funded businesses in areas such as trade finance, bancassurance, forex, transactional income and channels usage from the bank’s target markets to increase share of wallet for the bank.

This role is responsible for continuous enhancement of the breadth and depth of product lines for the business function to achieve and sustain competitive positioning in the target markets. Effective account relationship management resulting in optimization of customer satisfaction, retention and wallet share through selling multiple solutions from appropriate range of the bank’s product is critical.

KEY RESPONSIBILITIES

• Strategic input and planning
• Sales, Business Development & Relationship Management
• Risk Management
• Strategic Marketing
• Strategic customer experience

Strategic input and planning

• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Provide input and recommendations to the Public Sector short- and long-term strategy in a bid to grow the wallet share and maximize revenue for the department.
• Provide feedback to Management on Public Sector Banking market analysis and segmentation with regards to products, credit risk evaluation and customer feedback among others.

Sales, Business Development & Relationship Management

• Identify opportunities for growth and new business acquisition through market research, analysis and networking.
• Develop a target market database of clients in the Bank’s desired industries/sectors, have well defined call objectives and drive a robust calling program that will generate sales and business for the Bank.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Act as liaison between clients and internal operations team to timely and effectively understand and provide all types of banking products including but not limited to deposits, loans, trade finances and remittance for the clients.
• Develop a focused relationship management system, which increases the Bank’s ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Develop a focused relationship management system, which increases the Bank’s ability to increase the flow of business and generate lending, trade finance, deposit and cash management business from existing and new customers in line with the target market segments for the bank.
• Drive transactional income from Public Sector Banking clients through effective customer service and cross selling the Bank’s products and services.
• Ensure day-to-day client relationship management and engagement with customers to foster a good and lasting business partnership of the customer and the Bank.

 Risk Management

• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Ensure customer value proposition is implemented in compliance with external and internal regulations & policies i.e. operational, credit, reputational and people risk.
• Facilitate and collect all clients’ required documents for application of banking facilities to verify their eligibility.
• Gather valid applicants’ financial records by obtaining and compiling copies of clients’ credit histories, corporate financial statement and other financial information.
• Solicit, build and maintain new and existing clients in accordance with the guidelines stated in the Public Sector Banking policies and procedures to ensure sustainable and secure deposit and loan portfolios.
• Present and provide highly professional consultations to target corporate clients to address their demands and match with the Bank’s products and services.
• Discuss credit-related issues and loan packaging to provide sound financial advice and tailored solutions for the clients as well as to take the opportunity to cross-sell other banking products.
• Conduct financial analysis and interpret applicants’ financial status, credit, property evaluations, repayment capacity to determine feasibility of granting loans and other credit facilities.
• Conduct a site visit at clients’ business premise and proffered collateral during loan assessment process to obtain in-depth information concerning to the soundness of their business and purpose of loan application and ensure sufficient and acceptable security for the loan.
• Process and prepare Credit Appraisal Report for commercial applications including detailed loan appraisal write-up and detailed financial analysis of the corporate clients in order to submit for loan approval.
• Prepare and execute loan contracts and arrange loan disbursement timely and accurately to fulfill clients’ needs and satisfactions.
• Make regular site visits to existing clients to determine the actual conditions of the business and loan collateral whether it should remain the same or be downgraded as well as to develop relationship with clients as part of retention strategies.
• Closely monitor on recommended/processed loan for timely repayment and to ensure Portfolio At Risk remains within acceptable level.
• Follow up delinquent clients immediately and refer such case to higher authority to actively handle the loan portfolio.

Strategic Marketing

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Strategic product development by continuously developing and refining the banks products.
• Gather insights and provide recommendations that position the bank as a leading SME go to bank which focuses on entrepreneur.

Strategic customer experience

• Promote excellent customer experience by driving and advocating customer requirements through the various functions in the bank to deliver high service standards that delight the bank’s customers.
• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.

DECISION MAKING AUTHORITY

• The role is highly guided by Policies and Procedures.
• Pricing structures and negotiation parameters.
• Range of products to support the client.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master’s degree will be an added advantage.

WORK EXPERIENCE

• At least eight (8) years’ experience in Financial/banking sector, five (5) of which should be in Relationship Management in Public Sector.
• Sound knowledge of Business Banking/SME products, services and processes together with exposure in retail banking branch operations.

SKILLS & COMPETENCIES

• Proven track record of growing a profitable and sustainable portfolio that delivers to the banks bottom-line;
• Profound understanding of SME market, key competitors and offerings as well as our competitive edges to win quality customers;
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers;
• Highly effective communicator with excellent interpersonal and motivational skills;
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills;
• Excellent customer service, client relationship management, communication, negotiation, problem solving and interpersonal skills;
• Credit evaluation and analysis skills with extensive business insights related to commercial loans in Cambodia context;
• Financial literacy and ability to interpret and analyze financial statements (audited and/or management reports) of the business in order to access repayment capacity and financial soundness of the clients;
• Sense of judgement and common sense with both qualitative and quantitative tools to provide sound and comprehensive analysis/evaluation on complex credit applications;
• In-depth knowledge of the bank branch operations, rules and regulations, laws, granting loans, and credit risk management.

JOB PURPOSE

The purpose of the role is to identify and analyse the areas of potential risk threatening the assets, earning capacity or success of the Digital financing and investing activities. The role shall, working with other stakeholders to establish effective mitigants to these risks. The role will also monitor the Digital Credit portfolio to ensure full compliance with Credit Policy, Banking Act, and CBK prudential guidelines; preparation of monthly and quarterly portfolio reports to management and CBK; support of credit information system (CreditQuest); review and recommendation of credit requests for approval; maintenance of MIS for credit facility renewals. He/she will also manage the portfolio of accounts with the intention of monitoring acceptable credit risk (including any recoveries) and maximizing the bank’s return from each client.

KEY RESPONSIBILITIES

• Credit Policy review and implementation
• Financial Risk Management of the Digital Assets portfolio
• Credit approval and Portfolio Management
• Research, Product Development & Project Management

MAIN DUTIES

Credit Policy Review & Implementation:

• Support in the formulation and constant review of the Bank’s Credit Policy and establishment of a regime of controls and disciplines that ensures compliance with lending principles and guidelines laid down in the Credit Policy Document.
• Review existing credit policy guidelines and procedures to ensure they are consistent with prudent credit policy procedures and with external (Central Bank of Kenya) prudential guidelines.
• Ensure a consistent approach in assessing Digital Credit risk by developing relevant risk assessment templates for use by the business.
• Consider proposed business digital lending decisions and advise on expected impact/feasibility.

Financial Risk Management of the Digital Assets portfolio:

• Partners with leaders in their assigned Line of Business, Risk/Compliance/Audit (RCA) Consultants, and other Managers to, depending on the function, oversee the successful creation, implementation, and maintenance of an effective risk management framework for the Digital lending portfolio.
• Developing and maintaining credit scoring algorithms for the Digital Credit products.
• Calculating the risk associated with the Digital Credit portfolio of assets and liabilities.
• Developing appropriate benchmarks for all financial risks arising from Digital financing and investing activities.
• Preparing feasibility assessments and business plans to advise on potential new markets or new products.
• Conduct statistical analysis to evaluate risk and making recommendations to reduce/control risk, which may involve an insurance strategy.
• Proactively and strategically lead efforts to identify risks for proposed changes and work closely with partners to address risk and/or escalate to leadership as required.

Credit Approvals & Portfolio Management:

• Champion digital lending and determine opportunities for improving business processes through automation.
• Review the underwriting criteria and decisioning for digital lending to ensure that all credit proposals and applications submitted comply with credit policy / CBK prudential guidelines.
• Minimize NPL and ensure it is maintained at organization’s acceptable level.
• Deliver automation on credit control key processes to enhance efficiency.
• Offer Level 2 Customer support for specific queries associated digital lending concerns that may involve but not limited to System, data management & underwriting decisions.
• Design and development of effective credit risk management models for the mobile lending product.
• Use his/her customer experience and/or credit expertise to efficiently serve customers at every point of their lending journey and ensure prompt resolution to issues raised.
• Monitor transactions and prepare regular reports detailing loans closed and funded through the online application process as well as applications taken through the digital channels.
• Conduct a Risk based analysis and scoring of customers to ensure it to meets the bank standards for MCC and Board decision making.
• Review prevailing economic trends, and risk and ensure revenue relating to provision of credit are being charged and collected.
• Safeguarding the institution against loss by ensuring accuracy, completeness and credit worthiness of all digital borrowing customers and recommend appropriate risk mitigation mechanisms to minimize losses.
• Approvals of credit proposals within delegated limit from all the branches and Head office Business teams to ensure that all approval decisions meet the agreed SLA between the credit department and business.
• Provide a high level of service to the internal customer based on accuracy, responsiveness and turnaround time.
• Provide liaison with Debt recovery unit, and Legal department on recovery of debts.
• Credit portfolio management by advising and supporting Branches on actions to take in recovering and monitoring portfolio at risk in order to maintain low PAR as per set targets.

 Research, Product Development & Project Management:

• Continuous research and testing to ensure effectiveness of the credit risk models, policies and tools in use by the business. Conduct sanity checks on the day to day operations of the Digital Lending Solutions as well as ensuring the resolution of issues are within the SLAs stipulated.
• Work closely with internal stakeholders and external vendors on validation of executed change processes with respect to Business Policy Rules and system enhancements.
• Support with system user acceptance testing & offer Business Units support and training in all bank Digital Lending Solutions.
• Provide support and training continually to bank staff on new systems, products and policy updates.

ACADEMIC BACKGROUND

• Bachelors’ degree preferably in Actuarial Science, Statistics, Economics, Finance or Business Administration. Proven ability to analyse complex business issues and identify, design and implement effective practical recommendations.
• Relevant professional qualification in Credit Management, Accounting or Banking qualification (AKIB).

WORK EXPERIENCE

• Minimum 7 years working experience in Banking.
• At least 5 years banking experience, lending/credit approvals and Credit Analysis will be an added advantage.
• Knowledge of various functions of the Bank set up i.e. Digital lending, collections/ loan workouts for NPAs, Operations, Trade Finance, Treasury and Credit Operations (including Securities and Credit Administration).
• Professional Banking qualification (ACIB) or Credit Administration/Credit Monitoring will be an added advantage
• Proven track record of consistently meeting set targets.
• Versatility, flexibility, passion and commitment to quality service delivery.

SKILLS & COMPETENCIES

• Excellent understanding of both Credit and IT policies and procedures.
• Advanced knowledge of applicable laws, regulations, financial services, and regulatory trends that impact Digital business.
• Proficient computer skills, especially Microsoft Office applications.
• Advanced understanding of branch systems and digital applications.
• Good understanding of CBK regulatory framework and IFRS 9 financial standards.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong planning, analytical, decision-making, lateral thinking and project management skills.
• Strong leadership and management skills of processes, projects and people.

JOB PURPOSE

The HR Generalist is an integral part of the HR team and our organization. In this role, the HR Generalist will provide the foundational support and functional expertise that drives productivity and results across a variety of our business. The HR Generalist will work closely with the Head of Human Resource to act as a strategic partner, change agent, employee advocate as well as an administrative expert along the employee lifecycle.

KEY RESPONSIBILTIES

• HR Leadership: develop other Managers to become HR Managers in their own teams by supporting them in performance management, effective communications, managing change, and tracking the value addition for assigned teams.
• Strategic Partnership: take HR expertise in areas of business change and consulting with line managers, whom they partner with in reaching their goals through strategy formulation and direction.
• Human Capital Development: recognize people as critical assets and provide learning opportunities at work to facilitate employee and organizational success.
• Functional Expert: ensuring the administrative efficiency and effectiveness of the HR function.
• Employee Advocate: listening to employee concerns whilst simultaneously adopting a customer, shareholder, and managerial perspective, communicating to employees what is expected of them to be successful in creating value.

MAIN DUTIES

HR LEADERSHIP

Performance Management

• Understand and cascade the performance management system from the banks strategy, contribution matrix, departmental contributions and cascade to staff and help staff appreciate thee part they play.
• Support the development of the staff scorecards ensuring that they are SMART and well aligned to the bank’s strategic focus.
• Drive the annual performance and planning and review (PPR) process, including calibration of talent and ensure adherence to the performance management calendar.
• Induct all staff and managers in the region on the performance management system, balanced scorecard as well as the automated process.
• Identify poor performance cases, track recommendations e.g. PIP, performance watch and trigger actions as per due date and ensure all documentation is in place for reference.
• Support the Line Managers to understand Organizational Health Index (OHI) imitative as a strategic imitative to that promotes banks performance.

Communication

• Build awareness and understanding of HR policies through consultation and engagement across the organization;
• Serve as HR’s spokesperson internally and externally and nurture partnerships with relevant partners.
• Contribute to HR’s outreach platforms, including intranet, internet and providing content monthly from assigned business units and liaise with Marketing for publication of the monthly Sidianite newsletter.
• Ensure all staff are informed of joiners and exits through the monthly e-shot.
• Ensure timely updates to all staff on any changes in policy, medical or statutory changes affecting the staff and staff act on the information accordingly.

Productivity measurement

• Support Managers to effectively measure the workload and required staffing in a unit and to track all output from the staff to ensure optimal utilization of staff.
• Provide productivity metrics for assigned business units to report value back to the business. 

Reporting

• Use data and analytics to measure the effectiveness of tools and policies and understand the landscape for further improvement.
• Generate a variety of reports as requested by HR, Finance, and other business leaders.
• Analyze Human Resource key metrics (turnover, exit interviews, days to fill positions, cost per hire) and provide reports on a weekly and monthly basis and also utilize the data for process improvements.
• Analyzing and reporting HR information to support with benchmarking and the development of HR strategies and solutions. Ensuring that all internal and external reporting requirements are satisfied through the provision of management information and HR returns.

STRATEGIC PARTNERSHIP

Change Management

• Be an ambassador for the function and represent Sidian HR internally and externally (as appropriate)
• Understand and anticipate the need for change, diagnose the underlying issues and build the case for change with stakeholders and actively partner with business leaders and work with them to collaboratively identify and practice improvement initiatives.
• Develops and implements interventions to shape cultural change for renewal and transformation.
• Induction of new staff into the Sidian culture, Sidian DNA and core values so that they understand and live the values from day one.

 Strategy implementation

• Contribute to, and where accountable define policies and processes that support the banks and divisional /People strategy and objectives.
• Develop, lead and monitor the implementation of the Annual HR Plan for the Region, including budget.
• Cascade the HR annual plan to all staff within assigned unit and position HR as a strategic unit that supports the business to get buy in from Managers on HR initiatives.

HR Policies and Procedures interpretation:

• Maintaining a clear understanding and providing up to date knowledge of the legal framework within which HR operates; developing HR policies in line with current legislation.
• In depth understanding of the Employment Act of Kenya, Labor Laws and HR Policy and assist Managers and staff to appreciate and internalize.
• Monitor and lead proper implementation of HR policies, guidelines, practices and Standard Operating Procedures in the bank and provide advice, when necessary
• Use and understand Sidian People tools and policies, engaging with staff effectively to ensure their use across the bank.
• Proactively seek feedback on HR policies and procedures and consult with Head of HR to update all HR policies and procedures to keep them relevant.

HUMAN CAPITAL DEVELOPMENT

Talent Management

• Drive the principles of meritocracy with business leaders in all talent decisions, including promotions, transfers, compensation adjustments, etc.
• Work with business leaders and Head of HR, to create and drive a talent strategy across the business areas, to include identification of top talent, the import and export of that top talent and the overall career development of associates for which the HR GENERALIST is responsible.
• Drive the biannual HR Review process for a variety of different Practice groups/business, including top talent identification (9 Box), organizational strategy and succession planning.
• Annually drive the talent pool selection and ensure the talent pool is rolled out by ensuring the staff understand they are in the talent pool and offering for them.

Learning & Development

• Conduct a comprehensive training needs analysis on an annual basis and prepare a training calendar for the year in line with the bank’s strategic focus and budget implications.
• Prepare learning and development reports to track ROI as well as employee experience to ensure that any training conducted delivers demonstrated value/impact for the bank.
• Coordinate with Development Financial Institutions, Donors and external parties on identifying the training needs in line with the funding and coordinating the process end to end.
• Acting as an internal trainer for specific programs identified in the training calendar e.g. induction, HR policies, leadership, code of conduct, benefits and entitlements and HR for non-HR Managers.
• Liaise with National Industrial Training Authority (NITA) to seek approval of courses and follow up for reimbursement of training spend.

Succession Planning and development

• Work with Managers to ensure that Succession plans are updated on an annual basis or on need basis when an identified successor exits the bank.
• Prepare a development plan for identified successors to ensure they are ready for the role as per identified timelines.
• Schedule coaching sessions for the identified successors with their supervisors as well as other leaders in the bank.

FUNCTIONAL EXPERT

Human Resource Planning

• Assessing the current skills capacity while forecasting HR requirements for the business and helping the business to plan ahead to be ready to deliver.
• Ensuring that all proposed positions are approved in the annual plan, updated in the organization chart and have a recruitment plan in place.
• Engage the Managers to ensure that all critical positions are mapped and there is ready resource in the market and also engage managers not only to fill in any vacant position but to ensure that the recruitment should happen.

Recruitment and selection

• Drive consistency of approach across the group in attracting, managing and developing talent to support current and future organizational needs.
• Partner with hiring managers to assess talent needs and strategy to meet those talent needs with both internal and external recruiting efforts.
• Provide current and prospective staff with timely guidance on recruitment and contract policies, general conditions of services and business orientation.
• Project and monitor vacant posts at business units.
• Lead the recruitment process including attraction, long/short-listing, interviews and evaluation of candidates.
• Ensure that all policy areas are adhered to including but not limited to approved staff requisitions, minimum hiring requirements, security vetting and documentation.

Probation Management

• Provide guidance to potential and new staff and probation requirements in terms of documentation and performance management.
• Ensure that an induction program is set and all logistics in place for the new staff as well as scheduling for the classroom induction.
• Induct the new staff on all areas related to HR including a walkthrough for HRMIS, Performance Management and HR Policy.
• Work with the Line Manager to ensure that the new staff has a probation scorecard in place by end of the first week and the performance discussion is held and signed off.
• Follow up with new staff for a 3 and 6 months check in to ensure they have settled well into their role and all concerns have been addressed.
• Coordinate to ensure that the Line Manager holds a probation review within timelines with the staff and appropriate action taken – confirmation and onboarding staff to pension, termination of probation as per procedure or extension of probation by setting an extended probation scorecard.

Compensation & Benefits administration

• Track all payroll actions for all staff and ensure the same is updated in the correct payroll month whilst addressing any other payroll concerns with the Compensation & Benefits Officer.
• Liaison between the staff and Compensation & Benefits Officer in all matters staff benefits to ensure the staff understand the scope of cover, process and remedy any staff issues on medical, pension, staff loans, telephone benefit, reliefs and any other benefit.

 Administration effectiveness

• Ensure the administration duties of the HR function are effectively carried out by the HR Administrative Officer and HR Operations Officer (e.g. filing, updating employee records, producing accurate and quality written documentation, managing the starters and leavers process, liaising with payroll, etc.)

EMPLOYEE ADVOCATE

Union Management

• Tracking of unionisable staff and ensuring that any actions taken are copied to the union to avoid any misunderstanding.
• Understand the Collective Bargaining Agreement as well as the banks position in order to clearly communicate to staff in case of any queries.

Disciplinary Management

• Assist staff to understand the code of conduct, consequence management as well as the disciplinary process.
• Give advice on the way an investigation report is presented, to ensure it addresses all necessary issues e.g. by HR making the investigator aware of previous cases involving other individuals in similar circumstances, to ensure consistency.
• Providing HR advisory as a member of the disciplinary committee in addition to serving as the minute taker in consultation with the legal representative to ensure that the hearing is fair to the staff and handles as per employment act and also that all steps are followed from beginning to conclusion.
• Strict adherence to dispensing the case within the required period as provided by the HR policy.
• Execution of the recommendations of the disciplinary committee to ensure that the case is closed and action taken e.g. recoveries of monies, termination, warning letters and actions updated in disciplinary tracker.

Grievance Management

• Advocate and facilitate resolutions regarding employee relations issues, with escalation to the Head of Human Resource when necessary.
• Mediate and resolve employee relations issues; conduct thorough and objective investigations when necessary.
• Follow through, update grievances in grievances tracker and ensure resolution of all staff grievances.

Health & Safety Management

• Ensure that the Health and Safety policy is updated and that all locations have trained fire marshals and first aiders.
• In liaison with Security Manager, follow up for the annual inspection by Department of Safety and Health (DOSH) to ensure that the workplace is certified as a safe environment wo work.
• In accordance with the Occupational Safety and Health Act, ensure training and supervision as is necessary to ensure health and safety at work of all staff. 

Employee Engagement

• Promote Organizational Health Index to all Managers to help them appreciate and implement initiatives to support organizational health.
• Promote participation in employee engagement surveys and cascade the results to the staff in order to promote Sidian as a great place to work.
• Thoughtfully engage with employees on general queries about compensation, career frameworks, internal mobility, and real-life scenarios in need of coaching.
• Developing and implementing programmes and activities aimed at improving employee engagement as per the outcome of Organizational Health Index initiatives.
• Ensure that people policies are reflective of our employee brand and value proposition.
• Spends time listening and responding to employees and their concerns.
• Provides direction and support to employees in HR procedures and through the employee life cycle.
• Provide support to employees in managing challenges at work.

DECISION MAKING AUTHORITY

• The HR GENERALIST is well guided by the HR Policy on scope of decision making and where policy is not clear or waiver is needed the HR GENERALIST needs to consult with the Head of HR.
• HR GENERALIST can provide recommendation to Line Manager and Head of HR on talent – hiring, placement, movement and exits.
• Provide feedback on benefits application as per qualification and other criteria e.g. disciplinary.
• Autonomy in assigning tasks to direct reports and making recommendations based on their performance.

ACADEMIC BACKGROUND

• Master’s degree or equivalent in Human Resource, Business Administration, Psychology, Organizational Development, Public Administration or other relevant social sciences.
• A first-level university degree in combination with two additional years of qualifying experience may be accepted in lieu of the advanced university degree.

WORK EXPERIENCE

• Minimum of 7 years of progressively responsible experience in human resource management;
• Experience in recruitment and selection, benefits administration, and workplace relations are required;
• Field experience is an asset;
• Experience as a HR Business Partner is an advantage.

SKILLS & COMPETENCIES

• Proficiency with Digital Tools.
• Cross-Cultural Competence.
• Knowledge of the Business.
• Project and People Management Skills.
• Effective in Addressing Change and Transformation.
• Exceptional Networking and Relationship-Building Acumen.
• Ability to Maintain Confidentiality When Necessary.
• Effective Communication Skills among Diverse Audiences.

PROFESSIONAL CERTIFICATION

• Valid practicing certificate from IHRM
• Certified Human Resource Professional Kenya CHRP(K) – added advantage

JOB PURPOSE

Ensuring overall Branch Management, staff management, business growth and development, operational excellence. This role also develops and implements business strategies to deliver performance and growth targets as well as maintain good business environment.

KEY RESPONSIBILITIES AND ACTIVITIES

Strategic input and planning

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.

Sales & Business Development

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Strategic Marketing

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Ensure that merchandising materials are displayed in accordance with guidelines.
• Brief staff on promotional and product launches; provide regular feedback on sales performance.
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business.
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses.

Strategic customer experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.

Branch Operations

• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.

Leadership & People Management

• With the support of Human Resources, is responsible for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff.
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.

DECISION MAKING AUTHORITY

• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval of exceptional requests with respect to KYC on account opening.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Approval to spend on customer recovery within budgeted limit.
• Making decisions on referrals for accounts under their codes.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance

WORK EXPERIENCE

• At least 10 years’ experience in retail banking and/or commercial banking including a minimum of 5 years proven and progressive management experience.

SKILLS & COMPETNCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills

PROFESSIONAL CERTIFICATION REQUIRED

• Diploma in Banking – AKIB/ACCA/CPA (K)

SIDIAN COMPETENCIES AND BEHAVIOR INDICATORS

• Entrepreneurship: Successful execution of business opportunities with the willingness to take responsibility for the probable consequences.
• Innovation: Designs and implements new and/or Cutting-edge programs/processes.
• Customer centric: Drive the execution of processes, procedures and initiatives aimed at creating excellent customer service experience at Sidian.
• Problem-solving: Develop and implement internal systems to take advantage of the opportunities as well as address existing work challenges.
• Developing others: Conveys performance expectations for the team, evaluates skill gaps, guides development and fosters development through deployment of initiatives such as training and coaching.