Service Delivery Officer at Sidian Bank

JOB PURPOSE

The purpose of the role is to support the Service Delivery Manager to deliver best in class customer service to customers to maximize relationship building through accurate and timely processing of transactions, the provision of quality customer service and the promotion of Sidian Bank products, services and channels so as to achieve the bank strategy.

KEY RESPONSIBILITIES AND ACTIVITIES

Sales & Customer Service:

• Ensure customer queries, requests or complaints are handled within the defined Service Level Agreements (SLAs) and Turn Around Time.
• Maintains a complete understanding of all products and services offered via Sidian distribution channels, with knowledge enough 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.

Operations:

• Opens new accounts, completes associated documentation and loads into 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.
• always Ensures up-to-date information for all branch customers .
• 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.

Risk and Compliance:

• Ensure compliance with both internal and external regulatory requirements.
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies.

Compliance:

• Contributes to the flow of staff communications, by attending regular staff meetings – morning huddles and weekly progress meetings.
• 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.
• Monitor service delivery to bank customers to ensure high levels of efficiency and effectiveness.
• Ensure compliance with both internal and external regulatory requirements.
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies.
• Compliance to the Environmental Social Management (ESM) policy and procedure in day to day business.

DECISION MAKING AUTHORITY

• To transact or refer customer request.
• Limited scope for decision making as the role is extensively guided by policy and guidelines.

ACADEMIC BACKGROUND

University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

No experience requirement.

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 REQUIRED

• Diploma in Banking – AKIB/ACCA/CPA (K) is an added advantage.