Summary
Date Posted: Thursday, December 15, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Overall Job Purpose
The Senior Manager, Branch Service and Operations will be responsible for overseeing Branch Business operations, service standards, risk management, process implementation and reviews

Principle Accountabilities
• Cash control /management across the branches- Monitor branch cash holding trends, ensure daily cash limits remain within approved limits consistently and are balanced, ensure cash incidents from branches are responded on time.
• Branch operations expense management.
• Performance Management- Ensure targets are achieved for key Branch Operations related metrics (e.g Frauds, Operations, Loss, Audit reviews etc)
• Overall Branch Net Promoter Score (NPS).
• Development and Re-evaluation of Branch operations manuals and process improvements.
• Central reconciliation’s, checks and management of branch suspense accounts.
• Regulatory and compliance reporting of Branch Operations related activities.
• First escalation contact for portfolio branch emergencies /incidences e.g offline, blackout, IT issues etc -follow up with the responsible departments to provide speedy solutions.
• As a custodian of the BCPs for branches – Work with Business Continuity coordinator to formulate recovery strategies (Disaster Recovery & BCP plans), raise awareness of BCP within branches and coordinate periodic tests of the BCPs for branches.
• Handle routine requests from branches seeking confirmation and oversee authority for destruction of obsolete items/ records/ cards.
• Approve daily requests for cash holding limit breaches for branches.
• Responsible for monitoring of service level agreements between branches and internal departments, manage cases of non- compliance to internal SLA’s and escalate to Head of Branch Business\

Minimum Qualifications, Knowledge and Experience
• A business related university degree from a reputable institution.
• A Master’s degree in a business related field will be an added advantage.
• At least 10 years experience in service and operations
• Have a proven performance track record
• Have good knowledge of Bank products and services.

Key Competencies and Skills
• Excellent selling and Negotiation Skills,
• Basic accounting skills and other professional qualifications such as AKIB
• Good Communication skills
• Management and leadership ability:
• Have excellent interpersonal and people management skills.
• Computer skills: Ability to use Ms Word, Excel, Access, power-point, Internet and email.
• Evidence of the ability to prioritize, organize and deliver results in a demanding environment.
• High levels of professionalism and Integrity.

Work Hours: 8

Experience in Months: 120

Level of Education: Bachelor Degree

Job application procedure

Interested and qualified? Go to HF Group on www.hfgroup.co.ke  to apply


All Jobs

QUICK ALERT SUBSCRIPTION