Supervisor Service Quality & Compliance job at KCB Bank

KEY RESPONSIBILITIES:

• Operational efficiency:
  • Ensure adherence to policies, processes, procedures as per documented operating standards (SOPs & Operations Manual) including compliance with AML/KYC guidelines in processing of transactions.
  • Ensure support to the MSQC to achieve timely resolution of all operational audit issues at the branch.
  • Ensure adherence to approval limits for processed transactions.
• Service quality:
  • To offer seamless customer satisfaction through operational efficiency/accuracy and acceptable turnaround time on all transactions.
  • Timely customer complaint resolution so as to ensure seamless customer experience.
• Branch administration:
  • Provide supervisory support and continuity to the Manager Service Quality and Compliance.
  • Coach, train and develop skill sets of direct reports.
  • Ensure that branch service providers are properly introduced, verified and monitored.
• Business growth:
  • Generate and give leads to the Branch sales team from daily transactions or engagements 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 3 years’ experience in Teller, customer service, Back office and sales.
• 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 in processing of transactions.
• Ensure support to the MSQC to achieve timely resolution of all operational audit issues at the branch.
• Ensure adherence to approval limits for processed transactions.
• To offer seamless customer satisfaction through operational efficiency/accuracy and acceptable turnaround time on all transactions.
• Timely customer complaint resolution so as to ensure seamless customer experience.
• Provide supervisory support and continuity to the Manager Service Quality and Compliance.
• Coach, train and develop skill sets of direct reports.
• Ensure that branch service providers are properly introduced, verified and monitored.
• Generate and give leads to the Branch sales team from daily transactions or engagements 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 skills
• Strong negotiations skills
• Strong 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