JOB PURPOSE
Responsible for prompt and efficient handling of Channel related support functions while adhering to the set policies and procedures.
The role shall manage the Channel Operations function which covers card production, Mobile and Internet Banking processes which are essential in providing excellent customer experience.
KEY RESPONSIBILITIES AND ACTIVITIES
CARD MANAGEMENT
Authorize Card blocking/unblocking
Ensure credit card monthly billings and actioning of customer requests
Ensure ordering of credit and debit cards and dispatch within set TAT
Authorization of corporate card orders and cheque book orders
Receive and dispatch daily pin mailer order dispatch & reconciliation
Handling all card queries are resolved within set TAT
Ensure customers receive credit card statements within set timelines
Management of all settlements, refunds and reversals
Creation and enforcement of all business operations processes including merchant onboarding, service management, incident management, service level agreements
MOBILE, INTERNET AND M-PESA FUNCTIONS
Authorize VBS and Internet banking registration /deregistration
Sensitization of customers on digital channels
Reporting on various channels on various fronts
LNM sim cards acquisition and distribution
LNM onboarding -New applications activations, Take overs
Whitelisting of tills/pay bills to real time settlement
M-Pesa float management
MONEY TRANSFER AND AGENCY BANKING
Agency Banking – CBK approvals, opening of agency accounts, activation of agent
Support branches on money transfer services (Western Union and Money Gram)
REPORTS AND OTHER FUNCTIONS
Channel operations daily, monthly and quarterly reports preparation
Periodically participate on reviews to the manual and automated processes, systems and procedures in place and ensure they are effective and efficient
Ensure prevention of income leakage within channels operations
Ensure smooth people management functions for staff including training of staff and mentorship, managing performance, employee relations etc
DECISION MAKING AUTHORITY
The Manager has full responsibility of channel operations, from providing direction to stakeholders to ensure service procedures and methods are compliant with Bank and best practice standards. Ensure consistency of high quality of Channel Operations through process review to provide excellent customer experience.Should provide channel dashboard which assist the management in making decision. Should escalate decisions relating change of policies and critical decisions that are contractual between service providers and the bank.
ACADEMIC BACKGROUND
Bachelor’s degree in a business or business related course
Diploma in Banking-AKIB will be an added advantage
WORK EXPERIENCE
At least 5 years in banking preferably in operations
SKILLS & COMPETENCIES
Team player.
Good interpersonal skills
Good oral and written communication skills
Attention to detail.
Be able to establish own work schedule and work under minimum supervision
Knowledge of Bank’s organizational structures and operational procedures
Good analytical skills
Being Pro – Active
Acting with Integrity
Understanding of Prudential guidelines on KYC and AML
Apply via :
www.sidianbank.co.ke
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