Branch Manager Service Quality And Compliance job at KCB Bank

Operational efficiency:

• Ensure adherence to policies, processes, procedures as per documented operating standards (SOPs & Operations Manual) including compliance with AML/KYC guidelines.
• Ensure effective and timely resolution of all operational audit issues at the branch.
• Prepare and submit all operational reports as required, including the daily cash register, end of month reports and ensure timely reporting of suspicious transactions.
• Ensure Branch risk registers & KRIs are up to date, and event/loss incidents are maintained/reported as per stipulated timelines.

Service quality:

To offer customer satisfaction through operational effectiveness, efficiencies and acceptable turnaround time on all transactions.

Timely customer complaint resolution so as to ensure seamless customer experience.

Branch administration:

• Provide an administrative support role to the Branch Manager.
• Motivate, coach and develop a high performing team.
• Ensure that Branch service providers are properly introduced, verified and monitored.
• Ensure Business Continuity and optimal resource allocation/utilization.

Business growth:

Generate leads from Back Office transactions to support Business growth.

ESSENTIAL SKILLS REQUIRED

A university degree in relevant business discipline, any professional Qualification in General Banking is an added advantage.

At least 2 years’ experience in Teller, customer service, Back office and sales.

Section Head/MLA at least 3 years

Strong people management skills and thorough knowledge of banking products and services, including wider understanding of the general consumer banking universe.

Leadership capacity, including strong communications, negotiations, and interpersonal skills, with the ability to motivate staff.

Strong communications, negotiations, and interpersonal skills.

Passion for Performance.

Self - Drive, Flexibility, Focus and attention to detail.

Focus and attention to detail.

Open to New Ideas in a rapidly changing Business Environment

• Ensure adherence to policies, processes, procedures as per documented operating standards (SOPs & Operations Manual) including compliance with AML/KYC guidelines.
• Ensure effective and timely resolution of all operational audit issues at the branch.
• Prepare and submit all operational reports as required, including the daily cash register, end of month reports and ensure timely reporting of suspicious transactions.
• Ensure Branch risk registers & KRIs are up to date, and event/loss incidents are maintained/reported as per stipulated timelines.
• To offer customer satisfaction through operational effectiveness, efficiencies and acceptable turnaround time on all transactions.
• Timely customer complaint resolution so as to ensure seamless customer experience.
• Provide an administrative support role to the Branch Manager.
• Motivate, coach and develop a high performing team.
• Ensure that Branch service providers are properly introduced, verified and monitored.
• Ensure Business Continuity and optimal resource allocation/utilization.
• Generate leads from Back Office transactions to support Business growth.

• Strong people management skills
• Thorough knowledge of banking products and services
• Wider understanding of the general consumer banking universe
• Leadership capacity
• Strong communications
• Negotiations
• Interpersonal skills
• Ability to motivate staff
• Passion for Performance
• Self - Drive
• Flexibility
• Focus and attention to detail
• Open to New Ideas in a rapidly changing Business Environment

• A university degree in relevant business discipline
• Any professional Qualification in General Banking is an added advantage.