Purpose:
The position is responsible for the overall management of the Branch operations to achieve and maintain good customer relations, operational efficiency and compliance with operational guidelines and procedures.
Primary Responsibilities:
Supervise daily Branch operations through the efficient allocation and utilization of manpower, equipment and resources;
Review operations reports to ensure exceptions are acted upon or escalated within acceptable time frames.
Approve new accounts in line with KYC procedures.
Ensure correct and accurate completion of all customer instructions and approve for processing at central operations.
Ensure adherence to Bank cash, customer service and Back office procedures and regulations for all transactions.
Enforce operational controls in the branch as per policy manuals.
Implement audit recommendations pertaining to all the departments under the Branch operation’s jurisdiction.
Review and/or monitor transactions i.e. withdrawals, deposits, transfers and ensure that any money laundering and fraudulent activities are identified.
Proactively monitor savings accounts to avoid excesses and review overdrawn savings accounts and non-borrowing current accounts.
Review commission/fee income accounts to prevent income leakage.
Ensure debit or reversals passed to the income accounts is duly approved by the approving authority.
Review suspense GL Accounts; Holdover and Transit GL accounts on a regular basis to ensure that entry items are reversed within acceptable time frames;
Ensure the availability of all service delivery channels to ensure customers are kept fully attended to and that expectations are met.
Manage efficient, timely and accurate processing of customer enquiries and complaints.
Review Branch operations for continuous process improvement.
Cross-sell the Bank’s products and services.
Coach, mentor and engage in staff development.
Ensure the general security in the branch and liaising with the Group Security Officer as and when necessary.
Person Specifications
Bachelor’s degree in a Business related field from a recognized institution.
CPA (K), ACCA or its equivalent.
Member of Associate of Kenya Institute of Bankers (AKIB) or its equivalent professional body.
At least 5 years relevant experience
Excellent communication and interpersonal skills.
Excellent problem solving and decision making skills.
Excellent change management and people management skills.
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