Jobs Kenya

Grade: 2
Core Value Behaviors 
Teamwork: ”We work together to make Jamii Bora better”
Innovation: “We are driven by creativity, innovation and continuous improvement”
Professionalism: “We are qualified, skilled and committed to serve our customers”
Integrity: “How we do business is as important as the business we do so we do the right thing always”
Job Purpose: The purpose of the role is to support the Branch Manager in a small to medium branch by effectively supervising the frontline cash and operations staff to deliver best in class customer service to customers to maximize relationship building so as to achieve the bank strategy to “grow market share by building our reputation as an efficient, innovative and customer centric enterprise bank” 
Key Responsibilities
Ensure delivery of high quality service at back office, teller line and service units • Enhance productivity of tellers and customer service staff • Enhance uptake and utilization of products and channels during service
Minimize exposures to and impact of operational risks through application of policies and procedures
Main Activities
Cash Management:
Ensures the branch and vaults are opened and closed on a timely basis
Facilitates teller cash movement to and from the vault as per SLA
Manage, sorting and maintain cash limits both at Central Cash and Branches and ensure prompt expatriation of excesses
Ensure that foreign cash held is within the set limit
Hold in joint custody keys to vault cash compartments and enforces dual control procedures at all times
Ensure cash differences are minimized and reported promptly as per the laid-down policies and procedures
Maintains proper teller and vault cash levels, including ordering of coins and notes
Oversees teller duties and assists with customer transactions during peak periods
Balances and troubleshoots ATM/debit card concerns
Maintain branch petty cash
Sales & Customer Service:
Ensure customer Queries, Requests or Complaints are handled within the defined Service Level Agreements (SLAs) and Turn Around Time (ATM, Mobile Banking, Queue Management)
Ensures excellent customer service skills are practiced by all the teller staff members
Training of tellers and customer service assistants on products, service, policies, procedures, branch security, health and safety and consumer protection
Floor management to ensure customers are well taken care of and address any concerns on the branch floor
Ensure the front line team are engaging customers for upselling and cross selling to ensure uptake and utilization of banks products and channels
Endeavors to increase deposits by new and existing clients by identifying and evaluating client needs’ through observation, listening and questioning techniques, and ensuring quality recommendations that will satisfy the client and influence their decision-making process towards JBB and therefore meeting JBB longer term strategic goals
Maximum cross-selling of JBB products including ABC products to both existing and new customers
Branch administration:
Key custodian of the Branch Audit with a view to maintain and exceed the set target
Ensures and maintains checks and balances of all Bank books and General Ledgers, collect the requisite incomes due.
Keeps staff informed of pertinent changes in operational policy and procedures
Prepares teller performance appraisals and disciplinary notices as required
Schedules tellers for adequate coverage at all times
Performs pre-audits/snap-checks to ensure ongoing adherence with compliance procedures
Maintains and tests alarms and other security devices
Maintains adequate supplies of stationeries, furniture and fittings, e.t.c at the branch
Reports branch safety concerns to administration
Ensure adherence to budget and identify opportunities for cost efficiency
Qualification and Experience Requirements
University Degree from a recognized university
Diploma in banking is an added advantage
2 years’ experience in banking with at least 1 year as a teller
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