Job Purpose
The job holder will be responsible for supporting 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 Cashiering) 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 Responsbilities
Branch controls, processes and procedures custodian
Branch cash management
Business growth & development
Managing the overall branch cash
Relationship Management & Customer service
Branch Operations
Risk & Compliance
Branch controls, processes and procedures custodian:
Ensure proper controls, processes & procedures
are adhered to at all times as per the laid down Sidian Bank policies.
Business Continuity Plan (BCP) implementation and
disaster recovery co-ordination.
Ensure the branch is opened & closed as per the
approved timelines & Operations staff to be ready to serve customers with
all the necessary tools and systems.
Maintain branch cleanliness and tidiness as per the
Sidian Bank standards.
Ensure that the Sidian Bank’s Policies are adhered to
at all times when handling different products.
Ensure adherence to all KYC & AML processes with
regards to new business and acceptable TAT is observed at all times.
Ensure all relevant units are coordinated at all
times to maintain efficient banking services to customers.
Ensure compliance with Operational, Security,
Controls & processes risks requirements to avoid losses & prevent fraud
arising from operational lapses, and to protect bank and customers assets.
Ensure that relevant approvals for all transactions
are sought at all times as guided by policies.
Ensure that the branch achieves a minimum of
‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt
closure of all audit exceptions sighted.
In conjunction with the Branch Manager, the Operation
Manager is responsible for strict cost management in the branch i.e. reviewing
all service provider quotations before the work can proceed. In addition, BOM
should conduct regular reviews of the following cost elements: Equipment
maintenance, Stationary consumption/telephones, Sundry losses, Staff
costs.
Ensure all relevant reports are submitted on a timely
basis.
Ensure the branch team remains alert to the risk of
money laundering and assist in the Bank’s efforts in combating it by adhering
to the key principles in relation to: “identifying your customer, knowing your
customer, reporting suspicions, safeguarding records and not disclosing
suspicions to customers.
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 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.
Branch Cash Management:
Complies with CBK guidelines on large cash
transactions.
Ensures that cash is promptly repatriated to the
vault at intra day and end of day.
Provides and records cash services to customers by
receiving cash/cheque deposits and loan payments, withdrawals, MPESA, money
transfer and other teller transactions.
Reconciles cash till by proving cash transactions,
counting and packaging notes and coins, reconciling other transactions, turning
in excess cash and mutilated currency to officers, 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 customers.
Maintains customer confidence and protects bank
operations by keeping information confidential.
Business Growth & Development
Together with the Branch Manager, create ownership of
the branch strategy and targets. Agree branch business plans/ strategies and
business goals for the branch aligned to the bank’s overall growth
strategy.
Act as a champion to grow the branch service fees and
commissions, channel fees and commissions and bancassurance fees and
commissions.
Actively promote to all customers the uptake and
utilization of all bank channels.
Promote lower deposits rates so as to support the
Branch Manager manage the branch cost of funds.
Ensure new business is properly booked and all income
due to the Bank in terms of charges, commissions, and fees are collected as per
the ruling tariff.
Ensure branch performance reports are timely &
accurate.
Meet the set targets on new opened accounts and
average funding balances.
Lead the branch operations team in supporting the
branch to achieve its customer retention objectives, acquisition and growth
goals. Support will include: achieving personal sales goals for all products as
outlined in the targets as well as participating and leading branch sales
promotions.
Active management of the non-RM managed accounts.
Customer Experience:
Ensure cash transactions, customer queries, requests
or complaints are handled within the defined Service 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 telesales.
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 customers 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.
Leadership & People Management:
With the support of the HR Business Partner, the
Branch Manager and Operations Manager have the ultimate responsibility for the
Human Resource Management of the branch staff and consults with HR on clarity
and interpretation of the HR policy.
Set performance objectives and measures of success
for direct reports, providing regular feedback from staff appraisal processes.
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.
Responsible for the overall Risk and Compliance
activities in the branch set up and therefore must ensure compliance in all
areas by Branch Staff and will be held accountable for lapses in the
branch
Closure of identified deficiencies from concluded
audits, correction within stipulated timelines, and ensure no repeat findings.
Manage performance /disciplinary issues/grievances
for staff.
Ensure there is proper succession planning by
maintaining an effective leave program and an in-house training schedule for
ease of relief due to leave or sickness.
Ensure the set number of learning/training hours are
achieved for self and direct reports, through E-learning and Internal training
activities.
Risk & Compliance
Act as the Risk management and compliance champion at
the branch, responsible for compliance in the branch and ensuring that there
are no repeat audit/risk findings.
Submit accurate and up-to-date Operational risk and
control self-assessments (RCSA/ ORSA) on time.
To ensure implementation and compliance with
operational policies and procedures.
Closure of identified deficiencies from concluded
audits, correction within stipulated timelines, and ensure no repeat findings.
Ensure that all customers onboarded to the bank meet
the minimum criteria and are screened adequately considering the Bank’s
AML/CFT/CPF guidelines.
Continuously monitor customer transactions in the
context of their profile, properly document the background and purpose of all
complex, unusual, large transactions, and all unusual patterns of transactions,
which have no apparent economic or visible lawful purpose.
Responsible for immediately alerting the MLRO on
suspicious transactions or activities noted in customers’ accounts escalated by
the branch staff. Any inconsistent activities or transactions, any suspicious
accounts, any attempted accounts or transactions, must be investigated and
reported to the compliance function immediately, placing a clear basis of
suspicion.
Ensure that customer accounts are suitable for
purpose e.g. avoid opening children’s accounts for normal day to day
transactions as opposed to opening a current account.
Prior to Customer on boarding, ensure that a
potential client has been screened, account opening form is duly completed and
all required documentation as per the account opening policy obtained.
Ensure that verification is done as to the identity
of the customer, documentation used to open an account, and conducted
transactions during the customer journey.
Identify any high-risk accounts such as Politically
Exposed Persons (PEP) at point of account opening and at execution of
transaction continuously, given the dynamic nature of such high-risk accounts.
Forward the details of such high-risk customer(s) and any PEP/PEP Related
persons noted to senior management for approval. Ensure that such
accounts have all the requisite documents such as updated annual EDDs, are
marked as high risk in the system and the reason for high risk rating properly indicated.
Ensure that UBO information is obtained and captured
in AODs and core banking at point of account onboarding and throughout the
customer journey.
Ensure that all transaction forms are filled to
completion and properly reviewed. Where information provided is not reasonable,
a suspicious transaction report should be raised immediately as per process
indicating the basis of suspicion.
Ensure that all staff within the branch are trained
and have an Up to Date understanding of Anti Money Laundering/Countering
Financing of Terrorism/Countering Proliferation Financing environment.
Identify major risks affecting the branch and ensure
necessary steps are taken to measure, monitor, and control structure with
control activities defined at each level and duties properly segregated
Recommend revision of controls, where appropriate, to
address new or previously uncontrolled risks
Maintain a culture within the branch that emphasizes
and demonstrates the importance of internal control to all staff.
Ensure compliance with agreed limits of authority and
levels of access to systems and information
Respond to all AML/CFT/CPF queries when requested by
Compliance Unit to allow the bank to comply with the requirements of The
Anti-Money Laundering and Combating Financing of Terrorism Amendment Act of
2023
Ensure that staff have AML/CFT/CPF Key Performance
Indicators (KPIs) and disciplinary action is taken against those who violate
AML/CFT/CPF policies and procedure.
Decision Making Authority
Payment and receiving of transactions up to
authorized limits.
Discretion on Rotation of branch staff within the
various roles.
Approval of OMNI items.
Approval of staff leave.
Approval on costs within set budgets e.g. staff
catering expenses, taxi expenses, facilities maintenance.
Qualifications
Academic Background
University degree or above in a relevant business
discipline e.g. business administration or finance.
Master degree will be an added advantage.
Work Experience
Minimum 6 years’ proven working experience in a
Banking environment, with sound exposure to Branch Operations & Processes,
3 of which should be at a management level; 2 within a branch operations role
and at least two 2 within customer service role.
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 Experience
Diploma in Banking – AKIB (added advantage)
How To Apply
