Officer, Cash & Operations at Jamii Bora Bank

• Teamwork: ”We work together to make Jamii Bora better”
• Innovation: “We are driven by creativity, innovation and continuous improvement”
• Professionalism: “We are qualified, skilled and committed to serve our customers”
• Integrity: “How we do business is as important as the business we do so we do the right thing always”

Key Responsibilities

• Ensure delivery of high quality service at back office, teller line and service units • Enhance productivity of tellers and customer service staff • Enhance uptake and utilization of products and channels during service
• Minimize exposures to and impact of operational risks through application of policies and procedures

• Ensures the branch and vaults are opened and closed on a timely basis
• Facilitates teller cash movement to and from the vault as per SLA
• Manage, sorting and maintain cash limits both at Central Cash and Branches and ensure prompt expatriation of excesses
• Ensure that foreign cash held is within the set limit
• Hold in joint custody keys to vault cash compartments and enforces dual control procedures at all times
• Ensure cash differences are minimized and reported promptly as per the laid-down policies and procedures
• Maintains proper teller and vault cash levels, including ordering of coins and notes
• Oversees teller duties and assists with customer transactions during peak periods
• Balances and troubleshoots ATM/debit card concerns
• Maintain branch petty cash

Sales & Customer Service:

• Ensure customer Queries, Requests or Complaints are handled within the defined Service Level Agreements (SLAs) and Turn Around Time (ATM, Mobile Banking, Queue Management)
• Ensures excellent customer service skills are practiced by all the teller staff members
• Training of tellers and customer service assistants on products, service, policies, procedures, branch security, health and safety and consumer protection
• Floor management to ensure customers are well taken care of and address any concerns on the branch floor
• Ensure the front line team are engaging customers for upselling and cross selling to ensure uptake and utilization of banks products and channels
• Endeavors to increase deposits by new and existing clients by identifying and evaluating client needs’ through observation, listening and questioning techniques, and ensuring quality recommendations that will satisfy the client and influence their decision-making process towards JBB and therefore meeting JBB longer term strategic goals
• Maximum cross-selling of JBB products including ABC products to both existing and new customers

Branch administration:

• Key custodian of the Branch Audit with a view to maintain and exceed the set target
• Ensures and maintains checks and balances of all Bank books and General Ledgers, collect the requisite incomes due.
• Keeps staff informed of pertinent changes in operational policy and procedures
• Prepares teller performance appraisals and disciplinary notices as required
• Schedules tellers for adequate coverage at all times
• Performs pre-audits/snap-checks to ensure ongoing adherence with compliance procedures
• Maintains and tests alarms and other security devices
• Maintains adequate supplies of stationeries, furniture and fittings, e.t.c at the branch
• Reports branch safety concerns to administration
• Ensure adherence to budget and identify opportunities for cost efficiency

Qualification and Experience Requirements

• University Degree from a recognized university
• Diploma in banking is an added advantage
• 2 years’ experience in banking with at least 1 year as a teller