Fresh Jobs at Sidian Bank

JOB PURPOSE

The Manager – Mortgage will be responsible for developing, managing, and optimizing mortgage products to meet customer needs through a customer value proposition and support the bank’s strategic goals. The role involves overseeing the entire product lifecycle, from market research and product design to launch and continuous improvement. Manager – Mortgage will work closely with cross-functional teams, including Business Development – Head Office and branches, Credit Risk Management, Enterprise Risk Management, and Marketing, to ensure product success and alignment with business objectives.

KEY RESPONSIBILTIES 

• Mortgage Product Strategy
• Market Research, Product Design, Development & Management
• Partnerships Onboarding & Management
• Sales, Business Development & Relationship Management
• Personal Leadership & Development
• Team Leadership & Development
• Governance, Risk Management and Compliance (appendix)

MAIN ACTIVITIES:

Mortgage Product Strategy

• Work closely with senior leaders to set an ambitious and clear product vision for growing and scaling the banks business and product offerings;
• Be data-focused, leveraging data and business insights to evaluate the performance of your product against business objectives, and pivot/adjust as appropriate, balancing risks, costs, and benefits effectively;
• Build a compelling vision and sell the vision to the bank in order to position the mortgage business as well as drive the portfolio growth;
• Formulate and implement strategies for Affordable mortgages both on the supply and demand side for business growth and profitability;
• Implementing the Affordable Housing proposition and initiatives aimed at optimizing both customer experience and profitability for the bank and for the businesses.

Market Research, Product Design, Development & Management

• Lead the development and management of the mortgage product portfolio, ensuring products meet market demand and are competitive;
• Design new mortgage products and services based on customer insights, market research, and competitor analysis;
• Continuously improve and innovate mortgage products to increase customer satisfaction and enhance the bank’s competitive position.
• Conduct thorough market research and competitor analysis to identify trends, gaps, and opportunities in the mortgage market;
• Develop and execute long-term product strategies aligned with the bank’s business goals;
• Oversee the end-to-end product lifecycle, from initial concept and development to launch, monitoring, and iteration;
• Ensure compliance with regulatory requirements and internal policies throughout the product lifecycle; 
• Monitor product performance and adjust strategies based on data, feedback, and changing market conditions;
• Collaborate with internal teams, including Sales, Marketing, Risk, Credit, and IT, to ensure seamless product delivery and execution;
• Work with Marketing to create effective product positioning, marketing campaigns, and communication strategies;
• Be responsible for all aspects of technology product development including discovery, requirements gathering, development, and implementation of features;
• Evaluate mortgage product features and recommend continuous improvement enhancements;
• Ensure that the mortgage product meets all regulatory, legal and internal standards to ensure full compliance and governance;
• Develop all bank product guidelines, policies and procedure manuals for effective product management;
• Train all bank staff on mortgage products and customer value proposition to generate curiosity and drive sales behavior;
• Keeps informed of all origination, processing, appraisal, underwriting and closing requirements 
• Track and analyze product performance metrics, including customer adoption, profitability, and market share;
• Provide regular updates and insights to the Head of Business Development on product performance, customer feedback, and market trends;
• Use data and insights to make informed decisions on product enhancements, pricing, and new opportunities;
• Ensure all clients receive professional advice on mortgage financing, including interest rates, repayment schedules, and associated costs;
• Respond promptly to customer inquiries from the business development teams and provide solutions to any issues arising during the mortgage journey;
• Monitor the repayment of the product and project loss ratios, follow up on arrears and NPL management ensuring the bank is well safeguarded in case of default. 

Partnerships Onboarding & Management

• Analyse and actualize potential partnerships with real estate industry players and stakeholders;
• Grow and managing top strategic partnerships relationships characterized by complex relationships, value and high returns;
• Manage KMRC relationship and ensure return on investment of Sidian Bank’s investment;
• Identify and onboard other entities that can provide funding as well as de-risking instruments for the mortgage book- Security based lending firms or other form of funding structures for the book.

Sales, Business Development & Relationship Management

• Create a mortgage sales culture in the bank;
• Act as liaison between clients and internal operations team to timely and effectively understand and provide all support for mortgage products;
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise. 
• Develop a focused relationship management system, which increases the Bank’s ability to increase the flow of business and generate lending, trade finance, deposit and cash management business from existing and new customers in line with the target market segments for the bank;
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.

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.

ACADEMIC BACKGROUND

• University Degree or Diploma.

WORK EXPERIENCE

• At least 5 years of experience in mortgage product management, ideally within the banking or financial services sector.

SKILLS & COMPETENCIES

• Deep understanding of loan products and the mortgage market, including regulatory and compliance aspects.
• Strong analytical skills with the ability to use data to drive decision-making and product improvement.
• Experience in leading cross-functional teams and managing complex projects.
• Proven ability to innovate and improve product offerings based on customer needs and market opportunities.
• Excellent communication, collaboration, and presentation skills.
• Strategic thinker with a strong customer-focused mindset.

PROFESSIONAL CERTIFICATION

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

go to method of application »

JOB PURPOSE

The Officer – Mortgage is responsible for supporting the Manager – Mortgage, in implementing management, growth and profitability of the Mortgage Business, and implementation of efficient and effective Operational Risk Management, Customer Service and Sales Culture. 

KEY RESPONSIBILTIES 

• Mortgage Product Strategy
• Market Research, Product Design, Development & Management
• Partnerships Onboarding & Management
• Sales, Business Development & Relationship Management
• Personal Leadership & Development
• Team Leadership & Development
• Governance, Risk Management and Compliance (appendix)

MAIN ACTIVITIES:

Product Management Support

• Lead the development and management of the mortgage product portfolio, ensuring products meet market demand and are competitive;
• Design new mortgage products and services based on customer insights, market research, and competitor analysis;
• Continuously improve and innovate mortgage products to increase customer satisfaction and enhance the bank’s competitive position.
• Conduct thorough market research and competitor analysis to identify trends, gaps, and opportunities in the mortgage market;
• Develop and execute long-term product strategies aligned with the bank’s business goals;
• Oversee the end-to-end product lifecycle, from initial concept and development to launch, monitoring, and iteration;
• Ensure compliance with regulatory requirements and internal policies throughout the product lifecycle; 
• Monitor product performance and adjust strategies based on data, feedback, and changing market conditions;
• Collaborate with internal teams, including Sales, Marketing, Risk, Credit, and IT, to ensure seamless product delivery and execution;
• Work with Marketing to create effective product positioning, marketing campaigns, and communication strategies;
• Be responsible for all aspects of technology product development including discovery, requirements gathering, development, and implementation of features;
• Evaluate mortgage product features and recommend continuous improvement enhancements;
• Ensure that the mortgage product meets all regulatory, legal and internal standards to ensure full compliance and governance;
• Develop all bank product guidelines, policies and procedure manuals for effective product management;
• Train all bank staff on mortgage products and customer value proposition to generate curiosity and drive sales behavior;
• Keeps informed of all origination, processing, appraisal, underwriting and closing requirements 
• Track and analyze product performance metrics, including customer adoption, profitability, and market share;
• Provide regular updates and insights to the Head of Business Development on product performance, customer feedback, and market trends;
• Use data and insights to make informed decisions on product enhancements, pricing, and new opportunities;
• Ensure all clients receive professional advice on mortgage financing, including interest rates, repayment schedules, and associated costs;
• Respond promptly to customer inquiries from the business development teams and provide solutions to any issues arising during the mortgage journey;
• Monitor the repayment of the product and project loss ratios, follow up on arrears and NPL management ensuring the bank is well safeguarded in case of default. 
• Provide timely, relevant and accurate reporting and analysis of the results of the division’s performance against historical, budgeted, forecasted and strategic planning results to facilitate decision-making toward the achievement of the budget and strategic plan.
• Extract, generate and maintain Mortgage related data from various source points including Data warehouse (EDWH), T24, Tranzware, Mobireg portal, BPM & Credit Quest (CQ) ensuring accuracy and completeness with key focus on transforming monitoring reports from data warehouse tables (using SQL Oracle scripts) and CQ into consumable formats.
• Demonstrate insightful use of financial analysis techniques, tools and concepts, to provide practical counsel to business area partners/heads and management in order to drive business results.
• Perform monthly balance sheet income statement and changes in financial position/budget variance analysis and develop annual budgets, quarterly forecasts and 3-year strategic plans in conjunction with the Director’s line managers.
• Review monthly expenses to ensure that expenses are booked correctly and work with Finance team to make necessary adjustments and undertake Cost/income evaluations and follow-up on revenue and cost reduction techniques. Investigate possible cost saving areas
• Working with the respective Relationship Manager ensure timely submission of quartely reports to KMRC and all the other Scheme Administrators.
• Maintain productivity dashboards for all the Mortgage Relationship managers, Mortgage DSRS’ and other RM’s in the bank and the regions.
• Research, market and competitor analysis to ensure proper bench marking of the mortgage product.
• Carry out daily, weekly, monthly, quarterly and on ad hoc basis in-depth performance analysis to cover trend and growth comparisons by sector, individual productivity, customer services and controls while translating complex data into understandable insights for non-technical stakeholders vis a vis results achieved and advising the Mortgage Director appropriately for decision making.
• Holding custody of the Division’s business targets for the year in focus and updating or revising as advised by the Director Mortgage and championing the Division’s business initiatives such as product development, sales improvement, and product penetration review.
• Validate data accuracy and integrity by conducting quality checks on data outputs for quality assurance. Responsible for providing quality and timely administrative services and liaison.
• Maintaining a database of training needs for the various staff cadres in the Division and assisting in scheduling for training in conjunction with HR and other Head Office functions.
• Development and implementation of a mortgage academy in conjunction with the various relevant units
• Advising the Mortgage Director on the daily performance of the Divisions key business deliverables per segment including update on wave on progress of key mortgage initiatives.
• Maintaining and circulating business information received from the Division and other Head Office functions to the bank’s branch network securely with due regard for confidentiality and following up on pending issues from Branch Managers, Corporate Division and other Head office functions for closure.

Market Research, Product Design, Development & Management

• Lead the development and management of the mortgage product portfolio, ensuring products meet market demand and are competitive;
• Design new mortgage products and services based on customer insights, market research, and competitor analysis;
• Continuously improve and innovate mortgage products to increase customer satisfaction and enhance the bank’s competitive position.
• Conduct thorough market research and competitor analysis to identify trends, gaps, and opportunities in the mortgage market;
• Develop and execute long-term product strategies aligned with the bank’s business goals;
• Oversee the end-to-end product lifecycle, from initial concept and development to launch, monitoring, and iteration;
• Ensure compliance with regulatory requirements and internal policies throughout the product lifecycle; 
• Monitor product performance and adjust strategies based on data, feedback, and changing market conditions;
• Collaborate with internal teams, including Sales, Marketing, Risk, Credit, and IT, to ensure seamless product delivery and execution;
• Work with Marketing to create effective product positioning, marketing campaigns, and communication strategies;
• Be responsible for all aspects of technology product development including discovery, requirements gathering, development, and implementation of features;
• Evaluate mortgage product features and recommend continuous improvement enhancements;
• Ensure that the mortgage product meets all regulatory, legal and internal standards to ensure full compliance and governance;
• Develop all bank product guidelines, policies and procedure manuals for effective product management;
• Train all bank staff on mortgage products and customer value proposition to generate curiosity and drive sales behavior;
• Keeps informed of all origination, processing, appraisal, underwriting and closing requirements 
• Track and analyze product performance metrics, including customer adoption, profitability, and market share;
• Provide regular updates and insights to the Head of Business Development on product performance, customer feedback, and market trends;
• Use data and insights to make informed decisions on product enhancements, pricing, and new opportunities;
• Ensure all clients receive professional advice on mortgage financing, including interest rates, repayment schedules, and associated costs;
• Respond promptly to customer inquiries from the business development teams and provide solutions to any issues arising during the mortgage journey;
• Monitor the repayment of the product and project loss ratios, follow up on arrears and NPL management ensuring the bank is well safeguarded in case of default. 

Maintain Quality Loan Book by Preparing quality Loan application:

• Obtain all the necessary documents for a thorough analysis of a facility request as per the bank’s Lending manual & credit policy.
• Apply Bank’s policies on Know Your Customer (KYC) and Anti Money Laundering (AML).
• Comprehensively analyse the account statistics for the last one year.
• In liaison with the potential/existing corporate client and RMs, do customer visitis prior to completing the Loan application.
• Visit and assess possible needs for the client or cross selling opportunities and provision of financial solutions and ensure value chain maximization.
• Prepare & attach a call report for the client .i.e. post visit analysis of the client
• Respond as appropriate to the actionable points based on the analysis of the account plans.
• Make a follow up of the issues raised/captured under the call report with the customer/person/relevant department.
• Engage Product technical teams on specialized credit facility structuring.
• Adhere to Bank’s credit policy.
• Ensure the credit proposals have been well analyzed and presented.
• Liaise with Credit Risk Department to ensure facilities are well structured.
• Present the completed loan application to the Credit Committee and obtain its’ approval/decline.
• Advise the customer on the status of their credit applications via an appropriate letter of offer/letter of reject.
• Monitor the progress on perfection of securities
• Ensure that the perfection of securities has been done correctly; the correct amounts have been charged, where necessary, the property has been insured against all perils for the full amount and the Bank’s interest in noted in the insurance documents.
• Confirm that all the conditions have been met by the client and complete the compliance certificate.
• Focus on portfolio growth in assets and liabilities and cross selling of other Bank’s products 

Portfolio Monitoring and Control 

• Effectively and efficiently manage the Department Credit Administration (PAR, Excess, and Collateral).
• Interrogation of the account plans to ensure all leads identified are closed.
• Attend and participate in the daily morning huddle for the team to drive business and focus on opportunity
• Follow up and coordinate with analysts on all facility requests and all other department request presented to them for approval.
• Follow through of the credit application from the proposal stage to disbursement.
• Monitoring of the Departmental loans PAR to maintain a low PAR of not more than 3% on a weekly trend 
• Prepare and give response on Corporate PAR on behalf of the Department for Early Alert Meetings.
• Ensure clients are advised on renewal of overdraft limit expiry dates to ensure timely review of overdraft limits at least 3 months prior to expiry. 
• Ensure all Fees and Commission are recovered and correct interest rates are maintained to avoid income leakage
• Ensure offer letters and all security documents are obtained and correct.
• Ensure there is proper filing and documentation on the credit files.
• Preparation of response to audit report, in charge of department audit review and implementation to ensure the department maintains a rate not lower than satisfactory.
• Managing the portfolio in compliance to Bank’s policies on KYC, AML and prudential guidelines.
• Ensure the covenants highlighted in approval conditions are adhered to consistently.
• Strict adherence to all regulations, statutes, standards, practices and all internal processes and procedures as per the relevant manuals and comply with all relevant external legislation and regulations with regard to Compliance requirements.
• Ensure that as a staff you actively contribute to the department/division attaining a “Satisfactory” rating in both internal and external audit by performing your role to the required standards and adhering to all internal processes and procedures as per relevant manuals, policies and regulations of the Bank.
• Ensure that all risk management requirements within your remit are addressed and where necessary escalated through the available.

Credit Administration and Audit

• Follow up on closing of outstanding covenants and advise the credit analysts appropriately
• Ensuring the portfolio under management remains of good quality and as per the bank`s credit policy.
• Daily verifying that each client under the portfolio is within the limit/no arrears positions and there are no signs of development of ‘hardcore’ position in case of overdrafts. Ensure pre-approval of excesses is obtained.
• Promptly advice the Remedial Credit Unit clients that require their attention before the position gets from bad to worse.
• Monitor to ensure correct interest rates are marked to avoid income leakage.
• Keep abreast with the developments in the international markets, banking industry in general and particularly the industry/sector in which each of the clients operates and relate it to the client’s business.
• Obtain status reports on the client, directors, guarantors if any, suppliers etc.
• Make regular customer visits and ascertain the level of activities, stocks, etc.
• Obtain and analyse annual/management reports on annual/quarterly basis
• Strict adherence to all regulations, statutes, standards, practices and all internal processes and procedures as per the relevant manuals and comply with all relevant external legislation and regulations with regard to Compliance requirements.

Customer Support  

• Support in Hit Lists maintenance of potential clients in the relevant sector as well as sanitization of the hit lists in liaison with the relevant stakeholders.
• Wallet Sizing – review positions with existing clients/institutions with an aim of cross selling and mining all potential available business.
• Ensure that customers enjoy quality service. 
• Ensure non-investigative queries are responded within the same day.
• Investigative client queries should be handled within 48 hours with a final or holding response
• Ensure a focused efficient and effective customer service frameworks which will increase the flow of business from existing customers and generate business from new customers.
• Make regular customer visits, to keep abreast of their activities
• Ensure email communication is professional. 

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.

ACADEMIC BACKGROUND

• University Degree or Diploma.

WORK EXPERIENCE

• At least 5 years of experience in mortgage product management, ideally within the banking or financial services sector.

SKILLS & COMPETENCIES

• Deep understanding of loan products and the mortgage market, including regulatory and compliance aspects.
• Strong analytical skills with the ability to use data to drive decision-making and product improvement.
• Experience in leading cross-functional teams and managing complex projects.
• Proven ability to innovate and improve product offerings based on customer needs and market opportunities.
• Excellent communication, collaboration, and presentation skills.
• Strategic thinker with a strong customer-focused mindset.

PROFESSIONAL CERTIFICATION

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

go to method of application »

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures. 

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management
• Risk & Compliance

MAIN RESPONSIBILTIES 

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Ensure that merchandising materials are displayed in accordance with guidelines. 
• Brief staff on promotional and product launches; provide regular feedback on sales performance. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & Management:

• With the support of the HR Business Partner, the Branch Manager has 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

• To ensure implementation and compliance with operational policies and procedures at the branch and 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.
• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and 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. Any such inconsistent activities or transactions must be investigated and reported to the compliance function immediately with a clear basis of suspicion. 
• 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.
• 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
• 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 the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. 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.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Examine and ensure that relevant bank documents, records, procedures and systems are followed and comply with the established policies, procedures, and authority limits, including AML/CFT/CPF.
• Track previously identified deficiencies and ensure management corrects them within established timelines
• Assess the adequacy of recordkeeping and record-retention processes
• Assure compliance by the bank to statutory and regulatory obligations in respect of money laundering/terrorism financing/proliferation financing policies, procedures and controls.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

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 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

Diploma in Banking – AKIB (added advantage)

go to method of application »

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures. 

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management
• Risk & Compliance

MAIN RESPONSIBILTIES 

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Ensure that merchandising materials are displayed in accordance with guidelines. 
• Brief staff on promotional and product launches; provide regular feedback on sales performance. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & Management:

• With the support of the HR Business Partner, the Branch Manager has 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

• To ensure implementation and compliance with operational policies and procedures at the branch and 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.
• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and 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. Any such inconsistent activities or transactions must be investigated and reported to the compliance function immediately with a clear basis of suspicion. 
• 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.
• 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
• 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 the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. 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.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Examine and ensure that relevant bank documents, records, procedures and systems are followed and comply with the established policies, procedures, and authority limits, including AML/CFT/CPF.
• Track previously identified deficiencies and ensure management corrects them within established timelines
• Assess the adequacy of recordkeeping and record-retention processes
• Assure compliance by the bank to statutory and regulatory obligations in respect of money laundering/terrorism financing/proliferation financing policies, procedures and controls.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

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 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

Diploma in Banking – AKIB (added advantage)

go to method of application »

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures. 

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management
• Risk & Compliance

MAIN RESPONSIBILTIES 

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Ensure that merchandising materials are displayed in accordance with guidelines. 
• Brief staff on promotional and product launches; provide regular feedback on sales performance. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & Management:

• With the support of the HR Business Partner, the Branch Manager has 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

• To ensure implementation and compliance with operational policies and procedures at the branch and 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.
• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and 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. Any such inconsistent activities or transactions must be investigated and reported to the compliance function immediately with a clear basis of suspicion. 
• 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.
• 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
• 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 the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. 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.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Examine and ensure that relevant bank documents, records, procedures and systems are followed and comply with the established policies, procedures, and authority limits, including AML/CFT/CPF.
• Track previously identified deficiencies and ensure management corrects them within established timelines
• Assess the adequacy of recordkeeping and record-retention processes
• Assure compliance by the bank to statutory and regulatory obligations in respect of money laundering/terrorism financing/proliferation financing policies, procedures and controls.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

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 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

Diploma in Banking – AKIB (added advantage)

go to method of application »

JOB PURPOSE

• The Job holder will be responsible for managing Sales & Business Development of Digital, Transaction Banking & Cash Management products and channels, which involves growing uptake and utilizationfrom the bank’s target markets. The job holder will also be responsible for driving customer acquisition, onboarding, activation, and usage of Sidian Bank’s digital channels and customer technology solutions.

The role is responsible for supporting sales growth across the following solutions:

• Corporate & Retail Internet Banking
• E-commerce Gateway / Online Card Payments (Merchant Acquiring: POS & Ecommerce)
• Sidian Express (C2B/B2C)
• API & Host-to-Host (H2H) Integrations
• Credit Cards
• Direct Debits
• Self-Service Digital Account Opening
• Ecosystem Banking (Value & Supply Chains)
• Last-Mile Financial Solutioning (Mass-Market Digitization)

MAIN ACTIVITIES:

Strategic input and planning:

• Contributes to the completion of the Digital, Transaction banking & Cash Management strategyby preparing and implementing an individual business plan that encompasses strategies for performance on branch and SBU growth objectives.
• Prepares a personal action plan that contributes to the overall budget.
• Drive sustainable digital transaction growth across all channels.
• Reactivate dormant users and merchants.
• Expand usage across ecosystems, distributors, wholesalers, and mass-market networks.

Sales & Business Development:

• Full responsibility for all digital product lines and all sales and business development: Credit card sales; Corporate Internet Banking  sales; Mobile Banking; Mobile Lending; Retail Internet banking; Lipa Na MPesa products –  Tills/Paybills/Express; Salary advance for employed staff; Debit Cards and Money Transfer remittances.
• Develop business opportunities and monitor digital channels activities in line with the Bank’s long-term strategic and annual business plans and ensure that the branch and SBU remains competitive and promptly reacts to changing market conditions and customer needs.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Actively market and develop the digital banking products to existing and prospective clients to grow the wallet share.
• Continuously conduct market research and competitor analysis to identify new business opportunities.
• Manage relationships of key accounts while tapping on their share wallet through cross selling and upselling.
• Activation of clients on-boarded on different digital channels i.e. mobile, debit card, credit card, LNM, Internet Banking to drive utilization, transaction volumes and income.
• Responsible for Credit card business growth in the branch through customers acquisition and usage.
• Responsible for portfolio growth through a series of aggressive client acquisition, sales and relationship management to increase the uptake of cash management products.
• New merchant acquisitions, developing merchant relationships and attending to merchant enquiries, setting up of new merchants under Lipa na Mpesa and Sidian Xpress.
• Driving the growth of revenue from cash management solutions and any new products that maybe introduced by the bank.
• Responsible for driving growth in salary advance / mobile lending loan book within the branch by ensuring eligible customers/agents are onboarded to the service and transactional.
• Responsible for driving growth in Bulk Internet banking processors within the branch by ensuring eligible customers are, onboarded and transactional.
• Assess customer ERP, POS, payroll, e-commerce, and internal system capabilities.
• Map Sidian’s digital channels and payment solutions to customer workflows and system environments.
• Explain API/H2H integration pathways, documentation requirements, and UAT processes.
• Coordinate end-to-end technical onboarding and go-live engagements.

Marketing

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Support product specialists and the sales teams in marketing of initiatives and other products to local businesses.

Customer experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Seamless customer support on and an all rounded approach to ensure their challenges are timely handled and complaints promptly escalated for closure.
• Ensure seamless onboarding and post-onboarding support.

DECISION MAKING AUTHORITY

•  Appropriateness of the business structure;
• Pricing structures and negotiation parameters;
• Range of products to support business.

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 five (5) years’ experience in banking.
• A minimum of 3 years skills experience in Electronic Channels / Cash Management / Digital Banking / Transactional Banking.
• Experience in banking regional delivery, with extensive knowledge in Internet Banking.
• Experience and knowledge in Money remittance field

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills

PROFESSIONAL CERTIFICATION

Desirable to have:

• CPA (K), ACCA or equivalent professional qualification
• Diploma in Banking – AKIB
• Project Management