JOB PURPOSE

The purpose of the role is to provide leadership and oversight for branch banking operations across all branches, ensuring operational efficiency, compliance, and superior customer experience. The job holder will also be responsible for Branch Operations, End-to-End Customer Onboarding (including continuous KYC management), and Currency Operations (physical cash management).

KEY RESPONSIBILTIES 

• Operational excellence
• Branch operations
• Operations control
• Stakeholder management
• People Management

MAIN ACTIVITIES:

Strategy implementation

• Develop and implement branch operations strategy aligned with bank objectives.
• Cascade downs the strategies and objectives across the departments to ensure the successful implementation of the overall department objectives and goals.
• Drive digital adoption and integration within retail operations.

Operational Excellence

• Provide oversight and ensure smooth management of all units under Shared Services – Customer Onboarding, Branch Operations and Cash Management.
• Participate in developing policies within the Shared Services Department and ensuring adherence CBK Prudential Guidelines and other over-arching policy documents.
• Continuous Process Improvements-quarterly review of all processes and procedures, to determine efficiency.
• Coordinate centralization and standardization of operational processes across Shared Services and in conjunction with other Quality control functions of the Bank.
• Continuous review, update, implementation and monitoring of adherence to the internal policies, procedures and manuals.
• Advising and guiding Shared Services staff on passing entries / executing of instructions stemming from exceptional approval requests.
• Conduct regular checks on income leakages and co-ordinate process improvements to prevent leakages.
• Ensuring closure of all audit exceptions at Shared Services.
• Support the AML/CFT-KYC function at Shared Services to ensure that the Bank is not at risk of money laundering activities or at risk of being non-compliant to its AML-KYC Policies, the CBK Prudential Guidelines, POTA ACT and the POCAMLA Act.
• Oversee branch operations to ensure compliance, efficiency, and service excellence.
• Champion process improvement and automation initiatives for branch operations.

Branch Operations 

• Oversee the smooth running of the branch operations.
• Ensure customer issues are promptly addressed and resolved.
• Liaise with Security department and Branch Managers to ensure security concerns are addressed and staff adequately trained on security matters.
• Implementation of appropriate cost control measures to manage identified cost centers at the branches.
• Ensure effective use of ORPA as risk management/control measure.
• Support branches in the attainment of satisfactory audit and control rating by constantly reviewing processes and monitoring adherence.
• Co-ordinate and review cash holding limits in line with changes in the operating environment.
• In liaison with the Head of Branches ensure effective coordination and management of staff absences (both planned and unplanned) so as to maintain uninterrupted and quality Branch Operations.
• Give guidance and co-ordinate staff transfers and rotations within Branch Operations.

Operations control

• Introduce SLA measurement tools to continually evaluate quality of all business support processes to enhance performance and productivity. 
• Continuous independent performance assessment of all internal service level agreements (SLAs) between Operations & IT Function units and internal customers (business and other operational units) and other key customer service delivery standards providing timely input for improvement. 
• Provide effective management oversight for all suspense and internal accounts reconciliations with Operation Department to ensure adherence to the Group Reconciliation policy 
• Timely preparation of Group operations management reports – for management committees and Board. 
• Work with Risk and Compliance and the businesses to ensure training in Compliance within Group operations teams is effective. In addition, document and implement controls to ensure compliance with regulations and Group standards. 
• Ensure robust controls for physical cash management, vault operations, and currency logistics.
• Monitor operational risk and implement mitigation measures across retail channels.

Stakeholder Management

• Conduct periodic meetings with the concerned stakeholders and discuss MIS reports related to shared services activities, progress on projects, achievements and other major departmental issues if any to facilitate the decision-making process.
• To ensure action on instructions from KRA, Kenya Police, Courts, CBK etc when required.
• Facilitate internal and external audits and ensure closure of all audit issues
• Manage performance of branch operations teams and ensure adherence to SLAs.
• Collaborate with compliance and risk teams to maintain regulatory standards.
• Prepare and present operational performance reports to senior management.

People management

• Set performance objectives for each member of the team in accordance with the Department’s overall objectives.
• Regularly review performance to trigger feedback and prompt actions to ensure objectives for individuals and team are met. Such actions include recognition of outstanding performance, taking corrective measures, which may include coaching, mentoring, training to develop new skills or attitudes.
• Carry out performance appraisals to provide overall assessment for a set period of performance in a manner that enhances motivation and performance improvements.
• Implement appropriate communication systems and forums which will ensure that: the staff will be kept informed of the Bank’s business direction, and obtain support and knowledge to perform duties effectively and there is on-going collaboration amongst the staff with other members of the Department, and with other relevant stakeholders in the Bank for the purpose of cultivating collective responsibility to achieve Bank’s business goals.
• Build strong relationships externally.

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.

SKILLS & COMPETENCIES

• 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.