Assistant Manager, Service Delivery - 2 Posts at SBM Bank

Job Summary

To oversee and manage the branch operations and to ensure that the agreed standards in these functions are adhered to and to take responsibility for risk and audit ratings and prevent revenue leakage. Ensure staff engagement, customer satisfaction, profitability, and growth in line with the bank's strategy.

Key Responsibilities

Process & Governance - 36%

Operations

• Ensure that the branch operational control environment is sound through strict adherence of the approved standard operating procedures.
• Routinely sensitize and train staff on processes and procedures, and control measures as per policy.
• To monitor Automated Teller Machines (ATMs) for uptime and general condition.
• To ensure that the Teller specification records are scrutinized through voucher review and tick back of the Transactions Journal for accuracy when processing customer transactions.
• To monitor voucher flow in the branch and to Operations processing center.
• To attend to related telephone calls and customer queries and adherence to SLAs & TAT.
• Conduct snap checks on operational procedures and service standards to ensure complianceTo ensure change of static data of accounts and any other accounts related instructions.
• To monitor start of day/end of day on core banking system and other bank systems.
• To ensure branch accounts, assets, general ledgers and instruments are reconciled.
• To ensure daily reconciliations of key processes are done as per policy and all reports are filed as per policy.
• Ensure Management of dormant accounts as per laid down procedure.

Customer - 20%

Exceed customer service standards

• Ensure all customer service standards and TATs are adhered to and to in the branch in line with service level agreements
• Manage external communication with customers at the branch well by ensuring professional standards are maintained.
• Ensure all customer interactions and feedback is captured in the Customer Relationship Management System (CRM) and follow up to ensure prompt resolution within the set SLAs. Meet the set FCR & TAT targets
• To facilitate good communication between the branch and Central Operations Processing Centers to ensure prompt resolution of queries/problems and provision of effective customer service
• To initiate root cause analysis workshops to prevent recurring customer queries/problems.
• To ensure the branch delivers exceptional customer experience, train and mentor the branch staff on service excellence.

People & Culture - 17%

People Management 

• Performance management; Manage and supervise staff to achieve high levels of performance. Conduct Performance Appraisals
• Supervise and manage the branch outsourced support staff.
• Leave management and business continuity planning.
• Supervise staff reporting, monitor and review staff attendance register.
• To conduct fortnightly staff meetings and monthly team building exercises. Promote team cohesion
• Manage competency development through but not limited to training, coaching/mentorship and knowledge enhancement initiatives. Annual training and refresher courses on bank products and procedures
• Aim to have motivated staff in the branch by (but not limited to) creating a good working environment, regular duty rotations, and work-life balance.

Financial - 27%

Business Management and Development

• Branch profitability: Responsible for both revenue and cost management
• To ensure all income is collected and that periodic revenue checks are undertaken.
• To monitor revenue and expenditure and ensure that controllable costs are within budget.
• Lead Generation, Analyze customer transactions to cross-sell and up-sell products that would benefit the bank.

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

• All departments in the bank

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

• Landlord and car parking provider
• Service providers (cleaning Company, water supplier, Unarmed security Company, Printer and counting machines leasing company)
• County Government/Regulators.

Knowledge; Skills, and Experience required for this Role

• At least 5 years’ experience in a banking environment, with sound exposure to branch operations 3 of which should be at supervisory level
• Business Decision Making and Financial Analysis Skills
• Bachelors’ Degree in a business-related field
• Master’s Degree will be an added advantage

Competencies required for this Role

• Leading and supervising
• Working with people
• Adhering to Principles and Values
• Delivering Results and Meeting Customer Expectations
• Deciding and Initiating Action
• Analyzing
• Planning and Organizing
• Achieving Personal Work Goals and Objectives
• Communication and writing skills