JOB SUMMARY:

The Information Security Officer supports all ongoing activities that serve to provide appropriate access to and protect the confidentiality and integrity of customer, employee, and business information in compliance with organization policies and standards.

KEY RESPONSIBILITIES:

Financial - 10%

• Support reduction of the bank’s exposure to fraud losses by implementing technology prevention and detection measures.
• Implement effective measures to facilitate maximum recovery of funds lost through Fraud.

Customer - 30%

• Enforces the system risk management and Information Security risk management framework/methodology.
• Promotes and continuously improves the system risk-related and Information Security related activities.
• Assisting to address regulatory, legal and commercial challenges as a result of unplanned events in any member company by applying technology-based solutions to information management and electronic-discovery demands.

Operational - 40%

• Identifies and analyzes system vulnerabilities in order to manage and mitigate risk.
• Monitoring network usage to ensure compliance with security policies.
• Provides direct training and oversight to all employees, affiliated companies or other third parties, ensuring proper information security clearance in accordance with established organizational information security policies and procedures.
• Performs or organizes the system risk assessment and gap analysis for all technologies, products, services and new departments/functions introduced.
• Implements Information Security tools and methods necessary to support the bank’s Information Security Strategy.
• Documenting any security breaches and assessing their damage.

Leadership - 20%

• Prepares appropriate Technology Security metrics.
• Communication of the information security awareness campaign to members of the bank.

Customers of this Position

• Bank’s Management and Staff;
• Bank Customers;
• Security and Fraud Managers/Investigators of Police Services, Directorate of Criminal Investigation, Central Bank of Kenya, Capital Markets Authority, Insurance Regulatory Authority, Commercial banks and any other institutions as may be required during investigation.

Knowledge; Skills and Experience required for this Role

• A Bachelor’s of Science in Computing or related degree from a recognised University.
• Must possess at least a recognizable IT security certification such as CEH or Security+. Desirable to have CISM, CISSP, CISA, CASP or MCSE.
• A minimum of 2 years’ experience in Information Technology with hands on experience in:
  • I.T Security management,
  • Software and security architectures,
  • IPS and vulnerability Testing tools,
  • Active Directory management,
  • IT Security on operating systems and databases (UNIX, Microsoft, Oracle, SQL),
  • Wide knowledge of web security architecture, &
  •  Knowledge and skills on encryption, VPN.
• Knowledge of web programming languages (ASP, .NET, Java, JavaScript, etc.) will be an added advantage.
• Knowledge in Network security tools e.g. Firewalls etc…, endpoint security tools.

Competencies required for this Role

• Excellent verbal and written communication skills with technical and non-technical staff, endusers.
• Strong teamwork skills to maintain strong working relationships within and outside risk & Compliance, to develop a results-oriented work environment.
• Excellent follow-up skills to see tasks through to resolution, and communicate problem status to end users such as notification of completion, notification of delay, and explaining rationale.
• Excellent analytical solving skills.
• Excellent organizational skills, prioritizing and managing multiple tasks. 6. Offer and accept feedback and constructive suggestions.

Expiry Date: Jan 30 2023

JOB SUMMARY:

To ensure the effective implementation and administration of branch operations policy and process framework by implementation of the Banks operations strategy as assigned. The direct compliance of all branch activities with the bank regulations, code of conduct, standards of practice, adherence to internal policies and procedures with the highest standards as well as ensure effective and efficient coordination of the banks operations processes to deliver excellent customer service while mitigating operational risks.

KEY RESPONSIBILITIES:

Strategy Implementation - 20%

• Participate in the development branch operations strategy aligned to the overall Bank’s operations strategy.
• To develop annual plans for operations support functions in line with the banks strategic objectives.
• Formulate policies and procedures for new products and review the obsolete processes and procedures to support business.
• Reviewing operations within the region and report all events that have risk exposure potential.
• Ensure branches to uphold high operational standards through total compliance to policies and procedures.
• Ensure branches implement the key deliverables in new initiatives relating to branch operations and service delivery. 
• Compile and report on all frauds and forgeries in branches in the region within the agreed timelines in accordance to policy.co-ordinate the regional branch network resources and ensure optimum utilization.
• Ensure total implementation of operations policies in the branches and 100% compliance with the same.
• Implement the approved framework for SBM Bank – Branch Operations.
• Formulate policies and procedures for new products and review the obsolete processes and procedures to support business.
• Ensure 100 % compliance in Revenue collection and operational cost management.

Service Delivery - 30%

• Ensure the branch network support by head office units to deliver excellent customer experience and work towards bridging the gaps through improved processes, procedures and service delivery standards.
• Staff training within the region on the impact and responsibilities related to compliance and customer service requirements.
• Ensure assigned branches comply with operations and service delivery procedures, standards and controls in line with the bank policy guidelines.
• Consult with the region to provide feedback and opinions with regard to new projects/processes/initiatives based on various requirements in specific areas and customer needs/feedback.
• Provide customer satisfaction through operational effectiveness, efficiencies and complaints resolution.
• Ensure all branches are adequately staffed and assist in handling grievances and disciplinary cases within the region.
• Initiate and organize meetings for regional branch operations management with a focus to ensure service standardization, collect feedback, address complaints and enhance team work.
• Drive and monitor the branches operations’ setup and performance.
• Ensure implementation and strict adherence of the approved Standard Operating procedure and processes.
• Monitor and ensure strict adherence to Bank SLAs’ and stipulated TAT and ensure to achieve high level of customer satisfaction as per the Bank’s customer service standards and guidelines.
• Co-ordinate with Central Operations and other support units to ensure seamless processing and uniform customer experience across all branches.
• Ensure braches have up to date tools and equipment to support seamless operations and service delivery.
• Monitor and ensure system uptime ,more so ATM ,Core banking and other alternate channels and escalate, follow up and ensure resolution as per SLA.
• Drivers of uptake and usage of customer relation management systems (CRM)in branches.
• Ensure timely resolution of CRM cases and advise customer experience on branch operations procedures, train ne staff on CRM.
• Root cause analysis on issues raised across the branches through customer relation management system(CRM).

Compliance - 30%

• Ensure Zero non-compliance to banks processes and procedures across the branches on all compliance and audit parameters.
• Advise bank management on appropriate action in relation to non-compliance (To address the gaps).
• Ensure Zero Operational Loss.
• Ensure 100% collection of income.
• Ensure review of the transaction journal on a daily basis.
• Coordinate and ensure risks are proactively managed through embedded process of identifying. Assessing. Mitigating. controlling, monitoring and reporting events that have risk exposure potential.
• Ensure all internal accounts are reconciled in a timely manner and in line with the bank policy.
• Maintain focus on ethical conduct in the branch operations at all times in order to safeguard and enhance the banks reputation for integrity transparency and accountability.
• Ensure compliance to anti-money laundering policies and procedures as guided by the operations and AML/KYC guidelines.
• Conduct branch compliance assessments on a monthly basis.
• Branch surprise checks and reviews to ensure continuous adherence to bank policies and procedures.
• Develop and Review branch risk self-assessment tools, monitor and ensure closure of risk exposure raised.
• Advise to management on emerging threats and risks for corrective action or possible actions to mitigate this.
• Thorough the branch management ensure adherence to policies and processes and procedures to enhance internal controls to reduce fraud and forgeries on day to day basis.
• Prepare and submit required management reports in a prompt manner.
• Coordinate collation and submission of ad hoc reports to Senior Management.
• Ensure branch opening and closure is done as per the set guidelines.
• Ensure safe keeping of bank documents, through development and implementation of document archival and retrieval process.

People Management - 20%

• Manage and supervise the Service Delivery Managers.
• Set performance objectives for branch operations staff.
• Monitor performance and appraise operations in tie with the set objectives.
• Manage non performing staff through performance improvement programme and make recommendations to senior management and HR on appropriate action.
• Identify top talent and create a talent pool.
• Advise HR on optimal staff requirements based on specific branch needs.
• Manage Staff Rotation.
• Develop a training curriculum for branch operations staff i.e. tellers, senior operations officers, service delivery managers and customer service teams.  Ensure continuous and refresher training for branch staff both classroom and online.
• Develop all branch operations staff through on the job training and coaching.
• Motivate branch operations staff to achieve high levels of performance.
• Review all disciplinary issues and in liaison with branch management make appropriate recommendations to HR to ensure effective fair and timely disciplinary resolutions.
• In liaison with training managers ensure to undertake quality assurance on implementation of training.
• Ensure staff work place is safe and work with the relevant departments to address any concerns raised.

Other Skills and Competencies

• Planning and Organizing.
• Deciding and Initiating Action.
• Leading and Supervising.
• Adhering to Principles and Values.
• Analyzing.
• Delivering Results and Meeting Customer Expectations.
• Following Instructions and Procedures.
• Coping with Pressures and Setback.

Supervision required in the job, if applicable:

• Plans the work of subordinates
• Assigns work to subordinates
• Monitors reportees work performance
• Appraises/evaluates reportees performance
• Developing processes that support changing customer needs and advancement in technology.
• Staff redeployment, matching skills with available job opportunities and roles for high staff productivity.
• Staff performance appraisal.
• Monitor and queries/feedback raised on Customer relationship management system(CRM).

Contacts and Relationships

Internal Contacts (e.g: other jobs within the organization etc):

• Branch Managers
• Customer Experience advisors in the region
• Business Development staff in the region
• Central office support Staff;HR ,Finance,IT,Treasury,Payments ,Clearing,Cash Centre
• Compliace, Risk & Audit

External Contacts (e.g: suppliers, contractors, industry stakeholders etc): 

•  Security-G4S Security team
• Archival Team-Metrofile

Expiry Date: Jan 23 2023