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 3 years relevant experience
• Excellent communication and interpersonal skills.
• Excellent problem solving and decision making skills.
• Excellent change management and people management skills.