JOB PURPOSE

The job holder will be responsible to support the Head of Operations by providing leadership and management of the assigned centralized Operations units as well as development and implementation of the Bank’s operations policies and procedures. The role holder is also responsible for ensuring the quality and effectiveness of the centralized bank operations, product delivery, transaction processing, customer service, quality management, process management and issue management. They will provide visionary and strategic leadership to the centralized operations units and team members to ensure adherence to agreed Service level agreements and attainment of corporate strategic goals.

The position holder is responsible for overseeing Trade Finance Operations, Treasury Back Office, Payments, Clearing, Reconciliation, Loan Processing and Central Operations registry.

KEY RESPONSIBILTIES

• Strategy Implementation
• Shared Service Operational Excellence
• Governance, Risk Management & Compliance
• Personal Leadership & Development
• Team Leadership & Management

MAIN ACTIVITIES:

Strategy implementation

• Support and implement the overall bank strategy by understanding the strategy, cascading and implementing the strategy;
• Assume responsibility for the Bank’s entire service delivery for all bank customers and as part of the senior management team contribute to the achievement of annual business plans and strategic objectives;
• Cascade downs the strategies and objectives across the departments to ensure the successful implementation of the overall department objectives and goals.

Shared Services Operational Excellence

• Lead and manage Central Operations activities including Trade Finance Operations, Treasury Back Office, Payments, Clearing, Reconciliation and Loan Processing;
• Act as a subject matter expert (SME) in Trade Finance and provide middle and back office support by supporting the business development teams to structure trade facilities, mitigating the bank against any risks as well as overseeing smooth back office operations;
• Work with the Head – Operations to ensure strategic objectives agreed at senior level are translated into tactical business plans with metrics for key measurements in place to monitor progress;
• Review and enhance department delivery processes with a view to ensure that a smooth workflow within the department, reduced turnaround times and costs, higher levels of efficiency are achieved;
• With the support of the reporting team managers, achieve and maintain the expected levels of service delivered to customers and user departments. Be accountable for the overall achievement of agreed SLA for Central Operations;
• Provide specialist knowledge and support to the whole bank and operations function to ensure deliverables are achieved to meet business requirements;
• Develop, improve and maintain policies and procedures and user manuals for the Operations Department;
• Ensure that the operational risk is effectively managed and addressed in all aspects of the Central Operations Department;
• Ensure that any audit points have been addressed and cleared in a reasonable time;
• Lead projects related to Central Operations, ensure their timely completion, achievement of objectives and cost efficiencies;
• Ensure the change-over to new systems and/or upgrades is smooth and error free;
• Manage maintenance of transaction records, documents and create archival system for easy retrieval;
• Prepare regular MI and analysis for senior management for effective monitoring and control;
• Ensure that monitoring of customer transactions and settlements is at the required standard and report any exceptions to relevant department;
• Manage Bank’s exposure to external and internal risks at the service delivery front, including but not limited to adherence to procedures, optimum cash management within set limits, and physical security of bank staff and assets;

Governance, Risk Management & Compliance:

• The role falls within the First Line of Defense within the Risk Management Framework and as designed by CBK Prudential Guidelines;
• The first line of defense is responsible for planning, directing and controlling the day-to-day operations of a significant activity/enterprise-wide process and for identifying and managing the inherent operational risks in products, activities, processes and systems for which it is accountable;
• The first line of defense is responsible for developing the following capabilities: 
  • Adherence to the operational risk management framework and related policies;
  • Identification and assessment of the inherent operational risk within their respective business unit and assessing the materiality of risks to the respective business units;
  • Establishment of appropriate mitigating controls and assessing the design and effectiveness of these controls;
  • Oversight of and reports on the business lines’ and, operational risk profiles and supporting the operations within established operational risk appetite statement;
  • Analysis and reportage of the residual operational risk that is not mitigated by controls, including operational risk events, control deficiencies, human resources, process, and system inadequacies;
  • Promotion of a strong operational risk management culture throughout the first line of defense;
  • Timely and accurate escalation of material issues; and
  • Staff training in their roles in operational risk management if required.
• As part of Senior Management, your responsibilities include:
  • Defining the institution’s risk appetite and tolerance statement for operational risk;
  • Developing policies, processes and procedures relating to all levels of material products, activities, processes and systems that can be implemented and verified within the different business units;
  • Implementing and maintaining a robust system to report, track and when necessary escalate issues to ensure resolution of issues arising from operational risk events;
  • Assessing the appropriateness of management’s oversight processes relative to inherent operational risk and ensuring that the necessary resources are available to manage the risk effectively;
  • Ensuring that staff have the necessary experience, technical capabilities and access to resources;
  • Ensuring that staff responsible for monitoring and enforcing compliance with the institution’s risk policy have authority independent from the units they oversee;
  • Ensuring that the institution’s operational risk management policy has been clearly communicated to staff at all levels and that all levels of staff understand their responsibilities with respect to operational risk management;
  • Facilitating effective communication among staff responsible for risk management, as well as those responsible for the procurement of external services such as insurance purchasing and outsourcing arrangements. Failure to do so could result in significant gaps or overlaps in an overall risk management programme;
  • Ensuring that policies, processes and procedures related to advanced technologies supporting high transactions volumes are well documented and disseminated to all relevant personnel; and
  • Requiring and reviewing periodic reports from business units and the internal audit function to accurately assess risk exposures against risk tolerances and adherence to internal policies, processes and procedures. Ensuring that reports are distributed to the appropriate levels of management of the institution;
  • Ensuring that the roles and responsibilities of front-line management and staff are enhanced with respect to operational risk and that follow up or refresher training is provided;
  • Ensuring that special attention is paid to internal control activities where the bank engages in new activities or develops new products (particularly where these activities or products are not consistent with the core business strategies), and enter unfamiliar markets. Licensed financial institutions should manage this risk by establishing appropriate business continuity and disaster recovery plans.

Personal Leadership & Development

• Manage self by showing drive and motivation, an ability to self-reflect and a commitment to learning;
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect;
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT);
• Work Collaboratively Collaborate with others and value their contribution;
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes;
• Think and solve problems, analyze and consider the broader context to develop practical;
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings;
• Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization;
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.

Team Leadership & Management

• With the support of the HR Business Partner, the Line Manager has the ultimate responsibility for the Human Resource Management of the team 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 and 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 assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality;
• Contributes to the flow of staff communications, by leading 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;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• 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.

ACADEMIC BACKGROUND

• University Degree in Bachelor of commerce (Finance or Accounting) or other relevant Business Degree.
• Master’s degree will be an added advantage.

WORK EXPERIENCE

• At least ten (10) years’ experience in banking environment, with a track record of success with at least 5 years in a Shared Services function;
• At least 5 years’ working experience in area of Trade Finance Operations in a bank Specializing in Bankers Guarantees, Letters of Credit issuance & Negotiation and Supply Chain Financing, in addition to knowledge and experience in other Trade products.
• Practical experience in use of relevant MS office applications, especially Excel, Word and PowerPoint.
• Extensive knowledge of Banking theory and practice, Central Bank’s Prudential Guidelines, FATCA, POCAMLA, POTCA and related procedures.
• Possess thorough knowledge of banking products and services and also a wider understanding of the general banking universe/Industry.
• Excellent and demonstrated leadership capacity including possession of strategic development, monitoring, execution and reporting skills (Have a strategic outlook)
• Strong organizational, administrative and analytical skills including oral and written communication skills.
• Strong negotiation and interpersonal skills and ability to motivate, coach and mentor staff.
• Good communication and engagement skills.

PROFESSIONAL CERTIFICATION

• Professional Banking qualification (AKIB) is an added advantage.

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JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business.
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses.

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank.
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show drive and motivation, an ability to self-reflect and a commitment to learning;
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect;
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT);
• Work Collaboratively Collaborate with others and value their contribution;
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes;
• Think and solve problems, analyze and consider the broader context to develop practical;
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings;
• Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization;
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and 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.
• 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 account, and conducted transactions during 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.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. 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.
• 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.
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

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