Job Vacancies at SBM Bank

JOB PURPOSE

The Contact Center Officer is responsible for delivering exceptional customer service across all bank channels by handling inbound and outbound interactions, resolving customer queries, processing service requests within SLA, and supporting the bank’s digital transformation initiatives.

This role ensures customers receive accurate, timely, and professional support while upholding banking regulations, internal controls, and service excellence standards.

KEY RESPONSIBILITIES

Customer Interaction & Issue Resolution (40%)

• Handle inbound calls, emails, WhatsApp, social media, and live chat interactions within set SLAs.
• Provide accurate information on bank products, services, digital channels, card services, account onboarding, and transactional support.
• Log, track, and resolve customer inquiries using CRM and available ticketing systems.
• Escalate complex issues to relevant departments and ensure closure within defined TATs.
• Perform service recovery and delight customers through proactive follow-up.
• Ensure that all customer queries, enquiries, and complaints are resolved on a ‘One Stop Shop’ basis.
• Proactively manage all customer interactions and ensure that service levels are achieved.
• Maintain high level of product knowledge sufficient for issue resolution, retention, and customer education.
• To identify customer needs effectively and partake in cross-selling and upselling of products initiatives
• To help identify service gaps and give feedback on necessary corrective measures
• Effective time and stress management of self during shift.

Digital and Card Support (20%)

• Guide customers on mobile banking (Mfukoni), internet banking, USSD, dormancy reactivation, and digital onboarding processes.
• Assist with debit/credit/prepaid card activation, PIN issues, blocking/unblocking, and card-related disputes.
• Support digital adoption initiatives through actively representing customer feedback, highlighting trends, suggesting, and implementing improvements and feeding back to colleagues.

Operational Excellence and Service Quality (20%)

• Adhere to customer verification standards (KYC), data privacy regulations, and internal control procedures including laid down maker-checker processes.
• Meet and exceed targets on AHT, FCR, quality scores, adherence, and customer satisfaction.
• Maintain 100% accuracy when dealing with customer instructions involving financial transactions or sensitive information.

Outbound Engagements and Business Development Support (20%)

• Execute outbound campaigns as assigned.
• Identify customer needs effectively and partake in cross-selling and upselling of products initiatives.
• Tracking of generated sales leads and ensuring completion for an enriched customer relationship.
• Educate customers on new products, system upgrades, or scheduled maintenance.
• Collect VOC insights to support product enhancements.
• Log all interactions comprehensively in CRM and follow communication scripts as provided.
• Participate in daily stand-ups, calibration sessions, and coaching.
• Support UAT testing for new systems and features related to customer experience.

Knowledge; Skills and Experience required for this Role

• Bachelor’s degree in any discipline with a minimum of second-class honors upper division or equivalent
• Good Communication Skills (written and verbal)
• Minimum 1 year working within a customer service environment, contact center, or banking is advantageous
• Proficiency in computer applications and data entry
• Excellent verbal and written communication skills
• Positive attitude, adaptability, and commitment to customer satisfaction.

Customers of this Position

• External Customers
• Internal Customers
• All departments of the bank

Competencies required for this Role

• Effective communication (verbal & written)
• High emotional intelligence and patience
• Situational awareness and fraud vigilance
• Problem-solving and analytical thinking
• Ability to work in fast-paced, high-pressure environments
• Teamwork, adaptability, and customer empathy.

Special Working Conditions

• Shift-based work, including weekends, holidays, and night shift
• High call volumes during peak periods (system upgrades, card transitions, downtimes)
• Must maintain confidentiality and always adhere to data protection requirements.

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Job Purpose:

The Manager, Information Security is responsible for managing and enhancing the organization's cybersecurity framework, safeguarding the bank's systems, data, and network. This role includes deploying, monitoring, and maintaining a variety of security solutions, ensuring the protection of critical banking infrastructure. The Assistant Manager will oversee the deployment and administration of security technologies, collaborate with the security team, investigate and respond to security incidents, and stay current on evolving cyber threats to ensure a comprehensive defense against cyberattacks.

Key Responsibilities:

Financial 15%

• Ensure the Bank is least exposed to fraud losses by implementing technology prevention and detection measures.
• Ensure implementation of effective measures to facilitate maximum recovery of funds lost through fraud.

Customer 15%

• Document, disseminate and maintain the system risk governance methodology, the system risk management policies and the Information Security Policy and Standards in line with minimum Baseline Security Standards and industry best practices and technologies.
• Maintain and enforce the system risk management and Information Security risk management framework/methodology.
• Promote and continuously improve the system risk-related and Information Security related activities.
• Monitor and record in the risk register, compliance with the Security Standards, Policies and Architecture.
• Assist in addressing regulatory, legal and commercial challenges because of unplanned events in the bank by applying technology-based solutions to information management and electronic discovery demands
• Communicate with management to ensure support for the information security program

Operational 70%

• Endpoint Security: Ensuring the protection of all devices (desktops, laptops, mobile devices) within the organization. This includes deploying and managing security solutions such as antivirus software, encryption, and device management tools to prevent malware, data theft, and unauthorized access.
• Identity and Access Management (IAM): Managing the processes and technologies that ensure only authorized users can access critical systems and data. This includes overseeing user authentication, role-based access control, password policies, and multi-factor authentication (MFA).
• Network Access Control (NAC): Implementing security policies to control and monitor access to the organization's network. Use NAC solutions to restrict access to network resources based on predefined security policies, ensuring that only trusted and compliant devices are allowed to connect.
• Security Operations: Overseeing daily security activities to monitor, detect, and respond to security incidents. This includes managing security information and event management (SIEM) systems, coordinating with the incident response team, and ensuring overall security monitoring is effective.
• Vulnerability Management: Identifying, assessing, and mitigating security vulnerabilities across the organization’s IT infrastructure. This includes regular vulnerability scans, patch management, and ensuring that identified vulnerabilities are addressed in a timely manner to prevent exploitation.
• Email and Internet Security: Protecting the organization’s email communications and internet usage from threats such as phishing, malware, and spam. This involves deploying and managing email filtering systems, web proxies, and securing web applications to safeguard against cyberattacks.
• Network Security: Ensuring the security of the organization's network infrastructure, including firewalls, intrusion prevention systems (IPS), and encryption technologies. The role involves protecting the network perimeter, monitoring traffic for anomalies, and ensuring secure communications both internally and externally.

Customers of this Position:

• Information Technology team
• All Staff
• Auditors

Knowledge, Skills and Experience required for this Role

Minimum:

• A degree in STEM or related field

And Either:

• CISSP, CEH, CompTIA Security+, CompTIA Linux+, OSCP, CPENT, RHCE, RHCA

Experience:

• At least three (3) years’ experience in IT Security performing similar role, or
• At least five (5) years’ experience in Systems Administration (Windows and Linux)

Competencies required for this Role:

Strong Technical Expertise in Information Security

• Proficiency in network security, vulnerability management, endpoint protection, and threat detection technologies.
• Expertise in identifying, analyzing, and mitigating security risks across various platforms, including servers, endpoints, and cloud environments.
• In-depth understanding of incident response processes, including detection, analysis, and remediation.

Proven Experience in Deploying and Managing Enterprise-Level Security Solutions

• Demonstrated experience in deploying, configuring, and maintaining enterprise-level security solutions such as firewalls, antivirus, intrusion detection/prevention systems (IDS/IPS), and encryption tools.
• Ability to manage security solutions across complex IT environments, ensuring consistent enforcement of security policies and practices.

Expertise in Incident Response, Security Analysis, and Vulnerability Management

• Strong experience in investigating and responding to security incidents, including malware attacks, data breaches, and network intrusions.
• Proficient in conducting vulnerability assessments and implementing vulnerability management programs to identify, prioritize, and remediate security weaknesses.

Familiarity with Security Frameworks

• Knowledge of security frameworks and standards, including ISO 27001, NIST, and PCI-DSS, and experience in implementing these frameworks to maintain compliance and best practices.
• Ability to assess, audit, and improve security posture based on these industry standards.

Excellent Problem-Solving, Communication, and Leadership Skills

• Strong analytical skills to quickly diagnose security issues, identify root causes, and implement effective solutions.
• Ability to communicate complex security concepts clearly to both technical and non-technical stakeholders.
• Proven leadership abilities, with the capacity to guide and mentor junior team members and coordinate cross-functional teams to address security challenges.

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Job Summary

To oversee and manage the branch operations and to ensure that the agreed standards in these functions are adhered to and to take responsibility for risk and audit ratings and prevent revenue leakage. Ensure staff engagement, customer satisfaction, profitability, and growth in line with the bank's strategy.

Key Responsibilities

Process & Governance - 36%

Operations

• Ensure that the branch operational control environment is sound through strict adherence of the approved standard operating procedures.
• Routinely sensitize and train staff on processes and procedures, and control measures as per policy.
• To monitor Automated Teller Machines (ATMs) for uptime and general condition.
• To ensure that the Teller specification records are scrutinized through voucher review and tick back of the Transactions Journal for accuracy when processing customer transactions.
• To monitor voucher flow in the branch and to Operations processing center.
• To attend to related telephone calls and customer queries and adherence to SLAs & TAT.
• Conduct snap checks on operational procedures and service standards to ensure complianceTo ensure change of static data of accounts and any other accounts related instructions.
• To monitor start of day/end of day on core banking system and other bank systems.
• To ensure branch accounts, assets, general ledgers and instruments are reconciled.
• To ensure daily reconciliations of key processes are done as per policy and all reports are filed as per policy.
• Ensure Management of dormant accounts as per laid down procedure.

Customer - 20%

Exceed customer service standards

• Ensure all customer service standards and TATs are adhered to and to in the branch in line with service level agreements
• Manage external communication with customers at the branch well by ensuring professional standards are maintained.
• Ensure all customer interactions and feedback is captured in the Customer Relationship Management System (CRM) and follow up to ensure prompt resolution within the set SLAs. Meet the set FCR & TAT targets
• To facilitate good communication between the branch and Central Operations Processing Centers to ensure prompt resolution of queries/problems and provision of effective customer service
• To initiate root cause analysis workshops to prevent recurring customer queries/problems.
• To ensure the branch delivers exceptional customer experience, train and mentor the branch staff on service excellence.

People & Culture - 17%

People Management 

• Performance management; Manage and supervise staff to achieve high levels of performance. Conduct Performance Appraisals
• Supervise and manage the branch outsourced support staff.
• Leave management and business continuity planning.
• Supervise staff reporting, monitor and review staff attendance register.
• To conduct fortnightly staff meetings and monthly team building exercises. Promote team cohesion
• Manage competency development through but not limited to training, coaching/mentorship and knowledge enhancement initiatives. Annual training and refresher courses on bank products and procedures
• Aim to have motivated staff in the branch by (but not limited to) creating a good working environment, regular duty rotations, and work-life balance.

Financial - 27%

Business Management and Development

• Branch profitability: Responsible for both revenue and cost management
• To ensure all income is collected and that periodic revenue checks are undertaken.
• To monitor revenue and expenditure and ensure that controllable costs are within budget.
• Lead Generation, Analyze customer transactions to cross-sell and up-sell products that would benefit the bank.

Internal Contacts (e.g., other jobs within the organization, etc.):

• All departments in the bank

External Contacts (e.g., suppliers, contractors, industry stakeholders, etc.):

• Landlord and car parking provider
• Service providers (cleaning Company, water supplier, Unarmed security Company, Printer and counting machines leasing company)
• County Government/Regulators.

Knowledge; Skills, and Experience required for this Role

• At least 5 years’ experience in a banking environment, with sound exposure to branch operations 3 of which should be at supervisory level
• Business Decision Making and Financial Analysis Skills
• Bachelors’ Degree in a business-related field
• Master’s Degree will be an added advantage

Competencies required for this Role

• Leading and supervising
• Working with people
• Adhering to Principles and Values
• Delivering Results and Meeting Customer Expectations
• Deciding and Initiating Action
• Analyzing
• Planning and Organizing
• Achieving Personal Work Goals and Objectives
• Communication and writing skills