Head of FOSA at Co-operative Bank of Kenya

Reporting To: The Chief Operating Officer

Job Summary

The Head of FOSA will oversee all Front Office Service Activity (FOSA) operations, ensuring efficient service delivery, member satisfaction, and financial growth. The role involves managing savings and deposit mobilization, customer service, loan processing (where applicable), and compliance with regulatory requirements. The ideal candidate will drive operational excellence, enhance member engagement, and ensure the Sacco’s FOSA operations align with its strategic objectives.

Key Responsibilities

FOSA Operations Management

• Oversee daily FOSA operations, including cash management, transactions, and account administration.
• Ensure compliance with Sacco policies, SASRA regulations, and other statutory requirements.
• Implement efficient processes for deposits, withdrawals, transfers, and other banking services.
• Monitor liquidity management to ensure sufficient funds for member transactions.

Savings & Deposit Mobilization

• Develop and implement strategies to grow the Sacco’s deposit base.
• Promote savings products and encourage member participation.
• Analyze market trends and competitor offerings to enhance savings products.
• Monitor member savings trends and recommend improvements.

Customer Service Excellence

• Ensure high-quality customer service across all FOSA touchpoints (branches, digital platforms).
• Resolve escalated member complaints and ensure timely service delivery.
• Train and mentor FOSA staff on customer relationship management.
• Implement feedback mechanisms to improve member satisfaction.

Loan Processing & Credit Administration (Where Applicable)

• Oversee loan application processing within FOSA, ensuring compliance with lending policies.
• Work with the credit team to assess member loan eligibility.
• Monitor loan repayments and follow up on defaults.

Staff Supervision & Performance Management

• Lead, train, and evaluate FOSA staff to ensure productivity and adherence to service standards.
• Conduct performance appraisals and recommend staff development programs.
• Foster a positive work environment that promotes teamwork and efficiency.

Risk Management & Compliance

• Implement internal controls to prevent fraud and operational risks.
• Ensure adherence to AML (Anti-Money Laundering) and KYC (Know Your Customer) policies.
• Prepare and submit regulatory reports to SASRA as required.

Business Growth & Innovation

• Recommend new FOSA products/services to meet member needs.
• Drive digital transformation in FOSA operations (mobile banking, agency banking).
• Participate in marketing initiatives to attract new members.

Qualifications & Experience

Academic & Professional Requirements

• Bachelor’s degree in Finance, Business Administration, Economics, or a related field.
• Minimum of 7 years of experience in banking, microfinance, or Sacco operations, with at least 3 years in a managerial role.
• A professional qualification is an added advantage.
• Diploma in Cooperative Management, Business Administration, Marketing, Customer Service, or related areas is an added advantage.

Key Competencies & Skills

• Strong knowledge of Sacco operations as required by SASRA, and FOSA management.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in financial analysis, risk management, and customer relationship management (CRM).
• Experience with core banking systems (e.g., FOSA software, ERP solutions).
• Strategic thinker with strong problem-solving abilities.

Personal Attributes

• High integrity and ethical standards.
• Member-centric approach with a passion for service excellence.
• Ability to work under pressure and meet deadlines.
• Innovative mindset with a focus on digital financial solutions.

Successful applicant will be required to meet the requirements of Chapter 6 of the Constitution of Kenya and will be expected to present the following documents within the first 3 months of engagement.

• Police clearance certificate (Certificate of good conduct).
• Tax compliance certificate from Kenya Revenue Authority (KRA).
• Clearance Certificate from Ethics and Anti – Corruption Commission (EACC)
• Clearance certificate from Credit Reference Bureau (CRB)
• Clearance certificate from High Education Loans Board (HELB)