Summary
Date Posted: Sunday, March 13, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Branch Operations Officer (Kisumu)
Job Requirements
Education: Bachelor’s degree
Work experience:3 years
Language skills: English
Job Summary
Contract Type: Full time
The Purpose of this role is managing the operations of the branch to deliver effective services to customers and monitoring daily operation to ensure free flow process. It also ensures ongoing maintenance, monitoring and reporting of loan accounts, in line with defined policies and
procedures.

Responsibilities
Controls & Compliance
• Ensure all processes are followed as per Branch Operations manuals & KYC policy; while ensuring Compliance and TATs are met as per Service Level Agreement between departments.
• Ensure, manage and supervise over the counter services in the branch to achieve timely and accurate processing of customer requested transactions and customer complaints, while ensuring service delivery is as per the prescribed standards and SLAs including, without limitation to:
• Facilitating repayments and settlements.
• Applying account fees and charges in a timely and accurate manner.
• Calculating interest when amendments are needed to system records.
• Calculate rebate request by the clients
• Process release of security documents
• Complying with other terms and conditions of the company’s products.
• Contribute to the ongoing monitoring of loan account performance, in support of the company’s Risk Management policies.
• Ensure all trade business are managed and supervised by following procedures to ensure adherence to NCL ’s risk and compliance policies. (wherever applicable)
• Ensure that all regulatory reporting are submitted on timely basis to avoid non-compliance at all levels.

AML/CFT
Supervise and ensure compliance with Money Laundering and terrorist financing regulations and Know Your Customer Guidelines, while regularly reviewing KYC status, customer profiles, conduct risk assessments, authorization of transactions on a daily basis, to ensure that the branch conducts its business following the required system/ process flow to counter money laundering and terrorist financing.
Liaising with colleagues to ensure that loans operations is fully joined up in the end to end client experience, including Without Limitation To ;
• Becoming a Subject Matter Expert for the rest of the branch on the NCL loan products and Policies
• Responding positively and supportively to enquiries and requests from other teams.
• Act as a verification resource, by checking the accuracy other loan Operations activities and organizing and ensuring they are appropriate.

Branch Debt Collection
• Maintain 100% accuracy of data which should be Automated, Centralised & Instant ) without limitation to daily banking, Debt Collection report, statement accuracy, portfolio management, debt collection dashboard e.t.c. The same is provided to the relevant parties in a timely and efficient manner.
• Maintain a standard 95% collection of high risk accounts above Kshs.751,000/=, with only a less than 95% of A/A under 45 days.
• Monitoring and ensuring a zero error rate of system reports and follow up on debt collection processes on the current system (s) to maintain 99% of total receivables with expected day payments outstanding of 0%.
• Ensuring that 99% of all assets on the tracking devices, “the primary gadget “ is active with Tracking Hub and inspect or uninstall trackers for normalized and cleared accounts as per the service level agreement.
• Maintain an activity measurement of 100% completion on the following without limitation promise to pay rate of 99% and to to follow up with business team on Security and cheques withdrawals.

Customer Experience
• Provide guidance and recommendations in order to support the resolution of all customer cases to improve overall customer experience.

Cost Management & Business growth
• Management of variable cost factor pertaining to branch operations and to maintain the cost at minimum level and within budget to ensure branch efficiency.
• Facilitate growth in business and strengthen NCL by ensuring customer satisfaction, actively participate for retention purposes, identify and follow up on cross sell leads along with the branch manager in order to strengthen the liability position of NCL.

Branch Operations:
• Responsible for reconciliation of Inter Branch Transaction Supervision /Cross Branch Transactions, Internal Control and branch outlook and ambience by properly maintaining branch fixed assets (furniture’s/ fixtures/ IT equipment ) to effectively support the front-line of the branch.
• Daily banking without limitation to i.e updating cheques/DDA’S on the system (s) , cheque clearance at 75%, retrieval of prepaid cheques, maintain a bounced cheque rate of 20% , reduction of held cheques should be less than 10% of the monthly banking’s
• Ensure each income generating unit is realised i.e charges, penalties, fees e.t.c
• Protects organization’s value by keeping information confidential.
• Collaborate with operations head office to develop best practices for successful branch operations
• Maintains cooperative and productive work atmosphere, including “speak-up culture” within the branch.

Audits
• Ensure all processes are performed as per NCL policies to achieve best satisfactory audit ratings in internal and external audits. Without limitation to:
• Being the main contact person to the audit team
• Ensuring the audit requirement request is provided to the auditors
• Ensuring that all audit queries are closed within the agreed timelines
• Maintain a financial security by ensuring the branch is adhering to internal controls as documented in the company policies and procedures
• Compliance and adherence to system requirements i.e Internal Audits on system health checks
Branch Security
• Hold the custody of cash vault, while acting as branch security officer by conducting security drills and alert staff, in order to remain vigilant and maintain security

People Management
• Lead the branch Operations team to set individual objectives, and provide on-going feedback on a formal and informal basis so that all staff are aware of what they are required to achieve and how they are performing against their objectives.
• Ensure implementation of a transparent and effective actionable feedback with set guidelines to the Branch Manager and DCD Manager to stir the Company into profit making.
.

Work Hours: 8

Experience in Months: 36

Education Level:Bachelor Degree

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