Manager- Service Delivery - Nairobi at Rafiki Microfinance Bank

Purpose of the Job:

Implement and administer operation process policy framework, ensure excellent services to achieve profitability.  

Reports to:  Branch Manager 

Duties & Responsibilities

• Maintain customer service excellence at the branch level.
• Banking hall and call management.
• Custodian of tools of trades and stationaries.
• Branch operational risk management.
• Manage customer onboarding process.
• Cash and float
• Ensure security procedures are adhered to and monitor the general physical security of the branch. 
• People Management.
• Review and action on reports according to laid-down instructions
• Submission of periodic reconciliation reports.
• Cross-sell and up-sell the bank products.
• Grow transactional income at the branch.
• Any other official duty assigned from time to time.

Key Competencies, Skills, Qualifications and Experience 

• Bachelor’s degree in business related field or any other relevant field
• 5-6 years Working experience in a similar or comparable role in the Banking industry
• Excellent Interpersonal skills
• Organization skills
• Confidentiality
• Integrity
• Analytical skills.
• Proficiency in MS Office
• Product Knowledge
• People Management skills.