Operations Manager – Ol Kalou Branch at Sidian Bank

JOB PURPOSE

The job holder will be responsible for supporting the Branch Manager to deliver best in class customer service to customers to maximize relationship building through managing the Service Delivery function (Customer Service and Cashiering) in the branch to ensure the delivery of quality service to customers, the projection of a professional and warm image, maintenance of operational controls and continuous improvement in operational efficiency.

KEY RESPONSIBILTIES 

• Branch controls, processes and procedures custodian
• Branch cash management
• Business growth & development
• Managing the overall branch cash 
• Relationship Management & Customer service 
• Branch Operations
• Risk & Compliance

Branch controls, processes and procedures custodian:

• Ensure proper controls, processes & procedures are adhered to at all times as per the laid down Sidian Bank policies. 
• Business Continuity Plan (BCP) implementation and disaster recovery co-ordination.
• Ensure the branch is opened & closed as per the approved timelines & Operations staff to be ready to serve customers with all the necessary tools and systems.
• Maintain branch cleanliness and tidiness as per the Sidian Bank standards.
• Ensure that the Sidian Bank’s Policies are adhered to at all times when handling different products. 
• Ensure adherence to all KYC & AML processes with regards to new business and acceptable TAT is observed at all times.
• Ensure all relevant units are coordinated at all times to maintain efficient banking services to customers.
• Ensure compliance with Operational, Security, Controls & processes risks requirements to avoid losses & prevent fraud arising from operational lapses, and to protect bank and customers assets.
• Ensure that relevant approvals for all transactions are sought at all times as guided by policies.
• Ensure that the branch achieves a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
• In conjunction with the Branch Manager, the Operation Manager is responsible for strict cost management in the branch i.e. reviewing all service provider quotations before the work can proceed. In addition, BOM should conduct regular reviews of the following cost elements: Equipment maintenance, Stationary consumption/telephones,  Sundry losses, Staff costs.
• Ensure all relevant reports are submitted on timely basis. 
• Ensure the branch team remains alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to: “identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers.
• Opens new accounts, completes associated documentation and supervises in the banking system as per Sidian policy and procedures and contributes to the operation of the branch by maintaining a filing system and updating and monitoring client records.
• Ensures the accurate and timely processing and delivery of all certificates, account information, and statements to clients.
• Contributes to the flow of communication within the team, by actively participating in staff meetings.
• Provides information and reports as requested.
• Ensure proper documentation and filing is done for all transactions.

Branch Cash Management:

• Complies with CBK guideline on large cash transactions.
• Ensures that cash is promptly repatriated to the vault at intra day and end of day.
• Provides and records cash services to customers by receiving cash/cheque deposits and loan payments, withdrawals, MPESA, money transfer and other teller transactions.
• Reconciles cash till by proving cash transactions, counting and packaging notes and coins, reconciling other transactions, turning in excess cash and mutilated currency to officer, cash operations and maintaining supply of cash and currency at till.
• Complies with bank operations and security procedures by participating in all dual-control functions, maintaining customer traffic surveys, auditing other tellers’ currency, assisting in certification of proof of funds by customer.
• Maintains customer confidence and protects bank operations by keeping information confidential.

Business Growth & Development

• Together with the Branch Manager, create ownership of the branch strategy and targets. Agree branch business plans/ strategies and business goals for the branch aligned to the bank’s overall growth strategy. 
• Act as a champion to grow the branch service fees and commissions, channel fees and commissions and bancassurance fees and commissions.
• Actively promote to all customers the uptake and utilization of all bank channels.
• Promote lower deposits rates so as to support the Branch Manager manage the branch cost of funds.
• Ensure new business is properly booked and all income due to the Bank in terms of charges, commissions, and fees are collected as per the ruling tariff.
• Ensure branch performance reports are timely & accurate. 
• Meet the set targets on new opened accounts and average funding balances.
• Lead the branch operations team in supporting the branch to achieve its customer retention objectives, acquisition and growth goals. Support will include: achieving personal sales goals for all products as outlined in the targets as well as participating and leading branch sales promotions. 
• Active management of the non-RM managed accounts.

Customer Experience:

• Ensure cash transactions, customer queries, requests or complaints are handled within the defined Service   Level Agreements (SLAs) and Turn Around Time.
• Endeavors to increase deposits by new and existing clients by identifying and evaluating client needs’ through observation, listening and questioning techniques through tele sales.
• Maintains a complete understanding of all products and services offered via Sidian distribution channels, with knowledge sufficient to discuss product attributes fully and confidently.
• Calls new and existing customer to cross sell and upsell bank products.
• Contributes to the efficient operation of the branch through the accurate and timely processing of all transactions and account maintenance, including customer instructions, account information requests, account instruments etc.
• Influencing customer’s decision making so that they transfer their ‘main bank’ transactional banking to Sidian and utilize Sidian range of non-term deposit products, which assists the branch meet its funding margin objective.
• Contributes to the promotion of the branch by preparing displays, coordinating and distributing promotional materials and organizing functions.
• Develops and maintains relationships with new and existing clients to capitalize on opportunities to cross-sell Sidian products and services to existing and potential clients.
• Responsible for making referrals to Relationship Officers and Bancassurance for uptake and utilization of bank products, services and channels.
• Responsible for ensuring that all accounts opened in the branch are signed up to at least one digital channel.
• Ensure that customer tools are stored safely and are delivered to the customer as per the set SLA.

Leadership & People Management:

• With the support of the HR Business Partner, the Branch Manager and Operations Manager have the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff. 
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
• Responsible  for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and  will be held accountable for lapses in the branch 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Manage performance /disciplinary issues/grievances for staff. 
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance

• Act as the Risk management and compliance champion at the branch, responsible for compliance in the branch and ensuring that there are no repeat audit/risk findings.
• Submit accurate and up-to-date Operational risk and control self-assessments (RCSA/ ORSA) on time.
• To ensure implementation and compliance with operational policies and procedures.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Bank’s AML/CFT/CPF guidelines.
• Continuously monitor customer transactions in the context of their profile, properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts escalated by the branch staff. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Ensure that all staff within the branch are trained and have an Up to Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Identify major risks affecting the branch and ensure necessary steps are taken to measure, monitor, and control structure with control activities defined at each level and duties properly segregated
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks
• Maintain a culture within the branch that emphasizes and demonstrates the importance of internal control to all staff.
• Ensure compliance with agreed limits of authority and levels of access to systems and information
• Respond to all AML/CFT/CPF queries when requested by Compliance Unit to allow the bank to comply with the requirements of The Anti-Money Laundering and Combating Financing of Terrorism Amendment Act of 2023
• Ensure that staff have AML/CFT/CPF Key Performance Indicators (KPIs) and disciplinary action is taken against those who violates AML/CFT/CPF policies and procedure.

DECISION MAKING AUTHORITY

• Payment and receiving of transactions up to authorized limits. 
• Discretion on Rotation of branch staff within the various roles.
• Approval of OMNI items.
• Approval of staff leave. 
• Approval on costs within set budgets e.g. staff catering expenses, taxi expenses, facilities maintenance.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master degree will be an added advantage.

WORK EXPERIENCE

• Minimum 6 years’ proven working experience in a Banking environment, with sound exposure to Branch Operations & Processes, 3 of which should be at a management level; 2 within a branch operations role and at least two 2 within customer service role.

SKILLS & COMPETENCIES

• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Knowledge of relevant products and services.
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)