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    Senior Operations Officer - Nairobi, Kenya - SBM Bank

    SBM Bank
    SBM Bank Nairobi, Kenya

    1 week ago

    Default job background
    Full time
    Description

    SBM Bank Kenya is a leading and trusted financial institution with an international footprint, headquartered in Mauritius and positioned to offer an unprecedented banking experience in Kenya to niche Retail, SME and corporate clients.


    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

    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
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