Branch Operations Manager - Meru Branch at I&M Bank

PURPOSE:

The position is responsible for the overall management of the Branch operations to achieve and maintain good customer relations, operational efficiency and compliance with operational guidelines and procedures

PRIMARY RESPONSIBILITIES:

• Reviewing daily, weekly and monthly operations reports to ensure exceptions are acted upon or escalated within acceptable time frames;
• Approving new accounts in line with KYC procedures;
• Ensuring correct and accurate completion of all customer instructions and approving them for processing at central operations;
• Ensuring adherence to Bank cash, customer service and Back office procedures and regulations for all transactions to reduce or eliminate incidents of fraud and forgery;
• Enforcing operational controls in the branch as per policy manuals by ensuring all set procedures and controls are followed at all times;
• Managing operational risk and ensuring compliance with controls;
• Implementing audit recommendations pertaining to all the departments under the Branch operation’s jurisdiction;
• Reviewing and/or monitoring transactions i.e. withdrawals, deposits, transfers and ensuring that any money laundering and fraudulent activities are identified;
• Proactively monitoring savings accounts to avoid excesses and reviewing overdrawn savings accounts and non-borrowing current accounts, in addition to following up with customers as per the prescribed procedure guidelines;
• Reviewing commission/fee income accounts to prevent income leakage;
• Ensuring debit or reversals passed to the income accounts is duly approved by the approving authority;
• Reviewing Inter Branch transactions report and ensuring that the entries initiated by other Branches are bona fide and all outstanding items are reconciled and applied accordingly;
• Reviewing suspense GL Accounts; Holdover and Transit GL accounts on a regular basis to ensure that entry items are reversed within acceptable time frames;
• Ensuring that all the Branch stamps and keys are duly recorded in a register, with details and acknowledgements of the current holders and that the stamps are strictly safeguarded;
• Ensuring the timely opening of the Branch and ensuring that the Branch is functional before the start of business;
• Ensuring the availability of all service delivery channels to ensure customers are kept fully attended to and that expectations are met;
• Ensuring that front office positions are adequately staffed for proper management of customer enquiries and complaints;
• Supervising and directing both Front office and Back office operations to ensure quick turnaround time on service delivery;
• Managing efficient, timely and accurate processing of customer enquiries and complaints;
• Supervising daily Branch operations through the efficient allocation and utilization of manpower, equipment and resources;
• Reviewing Branch operations continuously and ensuring that there is a constant improvement in any areas of weaknesses;
• Cross selling the Bank’s products and services;
• Coaching, mentoring and engaging in staff development;
• Managing staff performance in terms of Smart objectives and appraisals;
• Communicating and interacting with Operational staff to ensure they understand responsibility by optimizing task performance while maintaining a high level of morale;
• Managing staff conflicts in the Branch;
• Scheduling monthly Branch meetings held and forwarding minutes to HR;
• Ensuring the general maintenance of equipment and furniture at Branch level;
• Monthly reviewing of all branch cost GL accounts, staff costs, printing and stationery, telephone expenses, postage and other office expenses;
• Ensuring the general security in the branch and liaising with the Group Security Officer as and when necessary;
• Ensuring proper filing and safe storage of Branch documents; and
• Ensuring timely planning, coordination and implementation of Branch projects.

PERSON SPECIFICATIONS

Academic Qualifications

• Bachelor’s degree in a Business-related field from a recognized institution.

Professional Qualifications

• CPA (K), ACCA or its equivalent; and
• Member of Associate of Kenya Institute of Bankers (AKIB) or its equivalent professional body.

Experience

• At least 3 years relevant experience.

Generic Competencies

• Ability to write letters, reports and/or perform routine calculations with the competence to explain these verbally; and
• Ability to communicate well with others both inside and outside the company.

Skills and Attributes

• Excellent communication and interpersonal skills;
• Excellent problem solving and decision-making skills; and
• Excellent change management and people management skills.