Senior Manager -Global Operations & Payments at Sidian Bank

JOB PURPOSE

The job holder will be responsible for providing oversight, critical review, and assessment of operational excellence, reconciliation, loans processing, central payments and clearing Shared Services departments of the bank to ensure efficient workflow as per the required and expected delivery standards whilst ensuring operational excellence in all areas of processing within Shared Services.

KEY RESPONSIBILTIES 

• Strategy Implementation
• Operational Excellence
• Reconciliations 
• Loans Processing
• Central Payments
• Clearing 
• Personal Leadership & Development
• Team Leadership & Management
• Risk & Compliance

MAIN ACTIVITIES:

Strategy implementation

• Lead and develop the business strategies for Shared Service departments in order to meet the Bank’s overall strategic goals. 
• Cascade downs the strategies and objectives across the departments to ensure the successful implementation of the overall department objectives and goals.

Operational Excellence

• Ensure that the Operational Excellence team provides oversight and smooth management of all units under shared Services.
• Coordinate centralization and standardization of operational processes across Shared Services and in conjunction with other Quality control functions of the Bank.
• Advising and guiding Shared Services staff on passing entries / executing of instructions stemming from exceptional approval requests.
• Conduct regular checks on income leakages and co-ordinate process improvements to prevent leakages.
• Support the AML/CFT-KYC function at Shared Services to ensure that the Bank is not at risk of money laundering activities or at risk of being non-compliant to its AML-KYC Policies, the CBK Prudential Guidelines, POTA ACT and the POCAMLA Act.
• Participate in implementation of controls on customer data as per Data Protection Act requirements.

Reconciliations

• Ensure that all the channels related accounts (Kenswitch, Pesaconnect, Visa & POS, B2C, C2B & LNM, Branch ATMs, Utilities, Pesalink, Mpesa Agency and Mpesa Super Agency, MTS Suspense accounts,) are reconciled accurately and exceptions escalated. 
• Ensure that all settlement of Visa and ATM transactions are done within the stipulated time.
• Ensure that the reconciliation team adheres to laid down procedures as is provided by the bank for the purposes of ensuring risks and losses are kept at minimum.
• 100% adherence to SLA between reconciliations and all other support functions.
• Ensure that all duties and responsibilities are performed in accordance with all relevant Operations Policies.

Loans Processing

• Supervise/oversee the processing of loans facilities and preparations related reports.
• Ensure loan processing officers are equipped/provided with updates and procedural changes. Also ensuring staying current on compliance and reading available information by ensuring necessary changes and recommendations have been implemented as directed by the bank management.
• Participating in Review and recommendations of Management operational systems of loan related customer queries and resolutions.
• Ensure full capacity utilization of applications, streamlining processes, procedures, ensuring accuracy and compliance of supporting documentations for loan related applications through credit quest and hard copies documents.
• Provide leadership to loans officers and entire loan processes in the bank.

Central Payments 

• Oversee the central payments departments by ensuring that all transactions are processed as per the laid down policies and procedures.
• Ensuring that all due diligent checks have been conducted by working closely with compliance department.
• Ensure that all RTGS and SWIFT instructions have been processed timely without delay. 

Clearing

• Provide leadership to clearing department by ensuring that outward & inwards cheques are processed promptly and efficiently, in accordance to CBK requirements and the Bank’s policies and procedures.
• Ensure that EFT debits and credits are processed promptly and efficiently, in accordance to CBK requirements and the Bank’s policies and procedures.
• Ensures all transactions are handled promptly and efficiently and with minimal errors and in accordance with KBA, CBK and other regulatory body requirements. 
• Ensure production of reconciliation reports are shared daily.
• Ensure 100% compliance on all issues relating to clearing.

Personal Leadership & Development:

• Manage self by showing drive and motivation, an ability to self-reflect and a commitment to learning.
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect.
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT).
• Work Collaboratively Collaborate with others and value their contribution.
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes.
• Think and solve problems, analyze and consider the broader context to develop practical.
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.

Team Leadership & Management:

• With the support of the HR Business Partner, the Line Manager has the ultimate responsibility for the Human Resource Management of the team 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 and 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 assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by leading 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;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• 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:

• Comply with the banks Anti Money Laundering (AML ) & Combating the Financing of Terrorism (CFT) policy as defined by CBK prudential guideline
• This role is regarded as the first line of defense, it has a primary responsibility for identifying, measuring, monitoring and controlling risks within their area of accountability. They are required to establish effective governance, risk and control framework for their business unit to ensure they are compliant with Sidian Bank’s risk policy requirements, to maintain appropriate risk management skills, methodology, frameworks and solutions. In addition, ensure they are operating within the risk appetite boundaries set and approved by the board
• Ensure that the bank does not transact business with persons whose names match those on the sanctions lists in the Finance day to day business
• Ensure that confidentiality and integrity of the Bank’s information is maintained at all times in line with cyber security and information security guidelines
• Ensuring adherence to the policies as defined in the IT security policy considering the disciplinary process that follows any violation
• Ensure responsibility for using personal data by following the data protection principles under the data protection act and make sure the information is used fairly, lawfully and transparently and used for specified, explicit purposes.
• Ensure compliance with all banks policies, procedures and all statutory requirements.

ACADEMIC BACKGROUND

• University Degree in Bachelor of commerce (Finance or Accounting) or other relevant Business Degree.
• Master’s degree will be an added advantage.

WORK EXPERIENCE

At least ten (10) years’ experience in banking environment, with a track record of success with at least 5 years in a Shared Services function.

SKILLS & COMPETENCIES

• Practical experience in use of relevant MS office applications, especially Excel, Word and PowerPoint.
• Extensive knowledge of Banking theory and practice, Central Bank’s Prudential Guidelines, FATCA, POCAMLA, POTCA and related procedures. 
• Possess thorough knowledge of banking products and services and also a wider understanding of the general banking universe/Industry.
• Excellent and demonstrated leadership capacity including possession of strategic development, monitoring, execution and reporting skills (Have a strategic outlook)
• Strong organizational, administrative and analytical skills including oral and written communication skills.
• Strong negotiation and interpersonal skills and ability to motivate, coach and mentor staff.
• Good communication and engagement skills.

PROFESSIONAL CERTIFICATION

• Professional Banking qualification (AKIB) is an added advantage.