Senior Operations Officer - Kilifi

JOB SUMMARY:

Branch operations supervisor; authorize and supervise both teller and customer service transactions, managing branch cash levels and ensure all customer instructions are accurately executed by branch officers.

KEY RESPONSIBILITIES:

Operations - 40%

• Support succession plan by being a proxy to Assistant manager service delivery and customer service
• Authorize all customer instructions and system related entries within the approved limits and ensure all KYC requirements are met before transactions are processed.
• Carry out the role of bank signatory within the approved limit.
• Custodian of vault, safety deposit lockers, ATM and branch keys
• Ensure optimum levels of cash are maintained in the branch, manage cash within authorized limits and repatriate any excess cash to CBK.
• Reconciliation of branch internal accounts and general ledgers on a daily basis and ensure exceptions are escalated as per policy.
• Ensure 100% revenue collection in the branch
• Ensure compliance with internal and external regulatory requirements.
• Accounts Management; Verification of account opening, closing and amendments of static data documents, ensuring proper filling is done and all the FDR receipts and the account opening Documents are under lock and key.
• Submit Risk and compliance self-assessment(RCSA) report to supervisor for Review

Customer Service/Experience - 30%

• Timely resolution of customer queries and complaints in line with the set SLA and TAT
• Log in and Update customer enquiries on CRM portal
• Safeguard and promote the bank’s image at all times
• Facilitate preparation of balance and audit confirmation reports
• Avail customer instruments such as Prepaid, Debit, and Credit PINs within agreed time lines.
• Fixed Deposits; Ensure booking and liquidation of fixed deposits and receipt of properly mandated instructions from the relevant personnel, to call clients on FD related issues
• Safeguard and promote the Bank’s image at all times.

Audit and Risk - 20%

• Ensure audit and risk ready environment on a daily basis to sustain branch business and prevent operational losses in the branch
• Strict adherence and compliance to AML guidelines of the ban
• Adherence to product guidelines and internal operational policies and procedures
• Incident reporting as per the set up escalation matrix
• Comply with respective Money Laundering prevention procedures and be alert at all times to unusual activity and report to assistant manager, BM, Risk and Head-Branch Operations
• Generation and filing of reports
• Reviewing the key register, ensuring that the key register is up-to-date with corresponding key holders

People management - 10%

• Supervise tellers and customer service officer work
• Organize and conduct service delivery and operations meetings in the absence of SDM
• Teller, Customer Experience Advisor & SDM proxy.

KEY RELATIONSHIPS:

Customers of this position

• Branch staff, Central office staff.
• Service providers
• External & Internal Customers

KEY KNOWLEDGE AND COMPETENCIES: 

Knowledge; Skills and Experience required for this Role

Job Knowledge:

• Have proper training and experience in teller and customer service role.
• Sound knowledge of Banking Operations Best Practice and Methods.
• Ability to grasp new ideas & concepts quickly.
• Self-driven individual with the ability to work under pressure.
• Passion for performance, team play and achievement in a competitive and dynamic environment

Experience:

• At least three years’ experience in a similar position in a reputable bank

Education:

• Graduate from an accredited University preferably in Business related course.

Competencies required for this Role:

• Adhering to Principles and Values
• Planning and Organizing
• Achieving Personal Work Goals and Objectives
• Leading and Supervising
• Delivering Results and Meeting Customer Expectations
• Analytical & Innovative