Head - Kenya Operations at I&M Bank

Job Purpose

The role is responsible with ensuring the bank has a sound and dynamic Operations Platform to ensure delivery of Services and Products to customers effectively and efficiently at the lowest Risk possible. This will be in conformity to Regulatory Policy and Bank Policy.

Key Responsibilities

Operations Process Management

• Review and identify various Operation departments processes to improve, digitize and ensure they are up to date with current industry trends and Customer needs
• Liaise with various Internal departments to ensure delivery of existing services and products are seamless and efficient
• Operationalize delivery of new services and products by designing Process and Procedures to guide delivery
• Collate suggestions, either through setting discussion meetings, Forums, emails,  from Operations Teams and other internal departments, on Process improvements or Procedure Guideline changes
• Update Procedure Guidelines to remove any blockers to effective or efficient Service delivery, or Clauses that may be outdated due to Market Trends, technology, New Risks, Bank Policy or Statute changes.
• Update Operations Teams on new Policy, Procedure changes and address any queries that may emanate from the Teams.
• Guide Operations Teams on interpretation of various Procedure or Guidelines
• Approve various Procedure exceptional requests or changes.
• Innovate new ways to deliver services to Customers
• Ensure adequate MIS reports are in place to ensure a clear picture of Operational performance
• Report on operational performance and suggest improvement

Operations Departments Resourcing

• Monitor resource levels at All Kenya Operations Departments.
• Engage relevant departments to fulfill Resourcing needs for the Operations Departments
• Approve Operation Department resource requests or escalate to GM -Business Support.
• Check Operations teams equipment and resources are working well and sufficient.

Customer Service Management

• Monitor the various Customer Service parameters to ensure service delivery by Operations departments is as per Bank Standards
• Invoke measures to address any identified gaps in Service delivery at Operations Departments
• Approve Operations SLA’s as developed by Customer service delivery.
• Suggest new areas for Customer Service Delivery monitoring and the parameters.
• Initiate review of Processes to address Customer Pain Points
• Monitor resolution of Customer Complaints
• Handle Customer complaints
• Handle customers’ requests.
• Follow up with branches for cheques to be scanned as cheques are received to achieve bank’s SLA
• Ensure clearing outward zones are closed at end of day
• Ensure any difference between CTS and CBS system reported to the affected branch and Central clearing
• Printing of reports for No response and RCC pending cheques.

Staff Management

• Review Staffing levels at the different Operations departments and ensure they are optimal.
• Carryout replacement, re-assignment of staff across the Operations departments in liaison with HR Dept
• Develop Training plans for BOM and Operations Dept Heads.
• Ensure BOM and Operations Department Heads develop training plans for their teams
• Set KPI’s for Branch Staff and Kenya Operations Departments in conjunction with Executive General Manager-Business Support
• Appraise Branch Operation Managers, Cash Officers, back-Office Supervisors, and Kenya Operations Staff.
• Conduct interviews for Operations Staff recruitment.
• Address various Staff needs, Loan applications, Leave requests, departmental/branch relocation
• Assist resolve staff conflicts
• Mentor and motivate teams to achieve productivity and engagement
• Develop Manpower Budgets for approval by GM-Business Support

Risk management

• Check adequate tools are employed to monitor and mitigate Risks inherent in operation processes.
• Manage the Bank’s operational risk exposure by supporting the Business to identify areas of operational risk exposure and by developing and implementing corrective action in liaison with Risk department.
• Check adequate controls are in place to mitigate Risks inherent in operation processes
• Assign Monitoring tasks to Branch Support Team to employ.
• Review Operations Dept RSCA’s ensure main Risks are captured and control is in place.
• Review suspense and Transit accounts for large amounts, long outstanding amounts (over 10 days), irregular outstanding amounts
• Provide management comments, closure and implementation of recommendation of Audit findings
• Timely communicate Procedural changes.
• Communicate new Risk areas to Operations Departments
• Address arising Risk matters to ensure controls are in place.
• Report on non-compliance.
• Fully understand Fraud incidents to ensure adequate controls are in place to stop success of similar frauds in future.

Audit Reviews

• Engage Audit Teams in entry and exit meetings
• Review Audit reports and make management comments on Audit findings.
• Ensure Follow on, to closure, of any required actions by Operations Teams on Audit findings.

Opening of new Branches

• In liaison with HR source for Staffing of new branches
• Give an operational perspective to designs of new Branches.
• Ensure effective plans are in place for Relocation plans of staff, equipment of branches.
• Ensure New branch locations are adequately equipped to conduct business.
• In liaison with various departments ensure new branch locations comply to Regulatory and bank Standards
• Ensure necessary communication is done for advise on new locations (CBK,KBA,I&M).

Projects

• Manage projects within budgets, set timeliness and with required effectiveness and efficiency;
• Participate in various Projects when required
• Participate in Vendor identification for new Projects

Vendor Engagement

• Identify and recommend new vendors for various Operations services.
• Review contracts and relations with vendors
• Ensure Vendors providing various Operations services adhere to agreed SLA’s
• Engage and Participate in Price negotiations with vendors.

Decision making and accountabilities

Cost management

• Monitor and institute measures on certain Operation expenses to help the organization manage Operational costs.
• Negotiation with Vendors on Pricing.
• Review and approve Process changes or additions
• Approval on Customer requests from Branches
• Recommend for Disciplinary action
• Recommend re-deployment of staff
• Designs in New branches

Job Specifications

Academic Qualifications

• Bachelor’s Degree in Business, Banking or related field
• Risk management is an added advantage

Professional Qualifications / Membership to professional bodies/ Publication

• Professional certification in banking.

Work Experience Required

• 10 - 12 years’ relevant experience with 7-9 years in a senior management role in a similar sized organization

Skills & Competencies:

• Outstanding communication and negotiation skills
• Analytical mind
• Problem-solving aptitude
• Good interpretive skills
• Excellent writing skills
• Ability to create presentations
• Good verbal skills
• Excellent interpersonal skills
• Knowledge of certain existing Bank operations applications
• Report skills
• People management Skills
• Customer service Skills