Latest Recruitment at Sidian Bank

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 
• Personal Leadership & Development
• Team Leadership & 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 & People 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.

Personal Leadership & Development:

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

Team Leadership & Management:

• With the support of the HR Business Partner, the Line Manager has the ultimate responsibility for the Human Resource Management of the team and consults with HR on clarity and interpretation of the HR policy;
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes and contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures;
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by leading regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans;
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients;
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities

Risk & Compliance

• 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 
• Personal Leadership & Development
• Team Leadership & 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 & People 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.

Personal Leadership & Development:

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

Team Leadership & Management:

• With the support of the HR Business Partner, the Line Manager has the ultimate responsibility for the Human Resource Management of the team and consults with HR on clarity and interpretation of the HR policy;
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes and contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures;
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by leading regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans;
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients;
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities

Risk & Compliance

• 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 
• Personal Leadership & Development
• Team Leadership & 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 & People 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.

Personal Leadership & Development:

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

Team Leadership & Management:

• With the support of the HR Business Partner, the Line Manager has the ultimate responsibility for the Human Resource Management of the team and consults with HR on clarity and interpretation of the HR policy;
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes and contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures;
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by leading regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans;
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients;
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities

Risk & Compliance

• 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 
• Personal Leadership & Development
• Team Leadership & 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 & People 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.

Personal Leadership & Development:

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

Team Leadership & Management:

• With the support of the HR Business Partner, the Line Manager has the ultimate responsibility for the Human Resource Management of the team and consults with HR on clarity and interpretation of the HR policy;
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes and contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures;
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by leading regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans;
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients;
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities

Risk & Compliance

• 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 
• Personal Leadership & Development
• Team Leadership & 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 & People 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.

Personal Leadership & Development:

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

Team Leadership & Management:

• With the support of the HR Business Partner, the Line Manager has the ultimate responsibility for the Human Resource Management of the team and consults with HR on clarity and interpretation of the HR policy;
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes and contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures;
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by leading regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans;
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients;
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities

Risk & Compliance

• 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 
• Personal Leadership & Development
• Team Leadership & 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 & People 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.

Personal Leadership & Development:

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

Team Leadership & Management:

• With the support of the HR Business Partner, the Line Manager has the ultimate responsibility for the Human Resource Management of the team and consults with HR on clarity and interpretation of the HR policy;
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes and contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures;
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by leading regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans;
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients;
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities

Risk & Compliance

• 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 is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

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

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new 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 a new customer base by expanding markets and cross selling the bank products.
• 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. 
• Enhancing 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 and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• 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. 
• 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.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• 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.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show 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.

Risk & Compliance:

• 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. 
• 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 transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. 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.
• 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. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• 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.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.

ACADEMIC BACKGROUND

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

WORK EXPERIENCE

• At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

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 is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

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

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new 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 a new customer base by expanding markets and cross selling the bank products.
• 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. 
• Enhancing 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 and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• 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. 
• 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.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• 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.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show 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.

Risk & Compliance:

• 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. 
• 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 transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. 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.
• 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. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• 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.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.

ACADEMIC BACKGROUND

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

WORK EXPERIENCE

• At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

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 is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

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

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new 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 a new customer base by expanding markets and cross selling the bank products.
• 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. 
• Enhancing 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 and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• 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. 
• 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.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• 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.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show 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.

Risk & Compliance:

• 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. 
• 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 transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. 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.
• 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. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• 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.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.

ACADEMIC BACKGROUND

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

WORK EXPERIENCE

• At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

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 is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

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

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new 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 a new customer base by expanding markets and cross selling the bank products.
• 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. 
• Enhancing 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 and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• 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. 
• 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.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• 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.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show 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.

Risk & Compliance:

• 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. 
• 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 transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. 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.
• 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. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• 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.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.

ACADEMIC BACKGROUND

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

WORK EXPERIENCE

• At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

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 is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

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

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new 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 a new customer base by expanding markets and cross selling the bank products.
• 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. 
• Enhancing 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 and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• 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. 
• 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.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• 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.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show 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.

Risk & Compliance:

• 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. 
• 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 transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. 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.
• 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. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• 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.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.

ACADEMIC BACKGROUND

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

WORK EXPERIENCE

• At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

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 is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

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

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new 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 a new customer base by expanding markets and cross selling the bank products.
• 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. 
• Enhancing 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 and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• 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. 
• 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.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• 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.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show 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.

Risk & Compliance:

• 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. 
• 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 transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. 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.
• 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. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• 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.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.

ACADEMIC BACKGROUND

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

WORK EXPERIENCE

• At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

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 is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

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

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new 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 a new customer base by expanding markets and cross selling the bank products.
• 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. 
• Enhancing 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 and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• 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. 
• 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.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• 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.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show 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.

Risk & Compliance:

• 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. 
• 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 transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. 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.
• 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. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• 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.

DECISION-MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

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

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

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 is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

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

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new 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 a new customer base by expanding markets and cross selling the bank products.
• 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. 
• Enhancing 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 and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• 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. 
• 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.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• 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.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show 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.

Risk & Compliance:

• 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. 
• 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 transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. 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.
• 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. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• 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.

DECISION-MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

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

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

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 is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

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

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new 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 a new customer base by expanding markets and cross selling the bank products.
• 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. 
• Enhancing 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 and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• 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. 
• 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.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• 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.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show 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.

Risk & Compliance:

• 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. 
• 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 transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. 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.
• 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. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• 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.

DECISION-MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

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

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

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 is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

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

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new 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 a new customer base by expanding markets and cross selling the bank products.
• 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. 
• Enhancing 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 and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• 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. 
• 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.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• 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.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show 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.

Risk & Compliance:

• 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. 
• 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 transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. 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.
• 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. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• 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.

DECISION-MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

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

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

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 is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

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

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new 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 a new customer base by expanding markets and cross selling the bank products.
• 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. 
• Enhancing 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 and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• 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. 
• 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.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• 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.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show 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.

Risk & Compliance:

• 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. 
• 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 transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. 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.
• 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. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• 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.

DECISION-MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

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

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

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 is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

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

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new 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 a new customer base by expanding markets and cross selling the bank products.
• 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. 
• Enhancing 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 and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• 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. 
• 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.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• 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.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show 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.

Risk & Compliance:

• 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. 
• 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 transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. 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.
• 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. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• 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.

DECISION-MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

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

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

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)

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JOB PURPOSE

The Acquiring Manager will be responsible for managing and driving the bank’s merchant acquiring business. This involves identifying and onboarding merchants, maintaining relationships, enhancing the payment ecosystem, and ensuring seamless card payment acceptance at merchant points. 

The role includes managing merchant processing operations, monitoring compliance, and expanding the bank’s market share in card acceptance.

KEY RESPONSIBILITIES 

BUSINESS AND FINANCIAL PERFORMANCE

• Responsible for end-to-end merchant lifecycle – planning, execution and delivery of relevant digital solutions to merchants including Web and POS, to improve customer experience and grow revenue.
• Ensure pricing and contracts with Merchants are in line with Bank Policy.
• Work with business and product managers to deliver the best digital collection solutions for clients.
• Build value-based relationships with colleagues in and clients.
• Ensure merchant distribution is optimized leveraging continuous customer analysis/engagement.
• Identify & execute commercial/market initiatives for incremental volume/revenue/profit.
• Ensure developments of products to enhance proposition, to achieve new businesses and develop long term profitable relationships.
• Actively pursue opportunities to improve our route to Market, leveraging best practices.

CUSTOMER MANAGEMENT

• Engage customers and propose digital solutions that will improve their businesses.
• Ensure application of merchant programs are designed to enhance Sidian Bank’s brand equity.
• Drive horizontal expansion through outlet creation incentive programs.
• Ensure high customer satisfaction as measured and monitored through client engagement and surveys.

LEADERSHIP AND PEOPLE MANAGEMENT

• Actively partner with business and product heads to grow acceptance points.
• Provide timely and accurate information on merchant management activities.
• Embed digital collections in affiliate culture through regular engagements with all staff.
• Participate in group activities as required.

RISK, PROCESS CONTROL and OPERATIONAL PERFORMANCE

• Promote ethical and integrity standards, and establish a culture within Sidian Bank’s merchant network that establishes and demonstrates to all merchants the importance of controls.
• Manage all aspects of risks associated with the Acquiring business and supporting functions (AML, KYC , Credit Risks, Audits, Regulatory and Card Schemes Compliance).
• Ensure there is a strong internal control system in place to minimize operational losses, franchise risks and monitor its adequacy and effectiveness.
• Manage and maintain relationships with key stakeholders and 3rd relationships involved in Acquiring business.

STRATEGIC INITIATIVES

• Strategically prioritize merchant segments to achieve commercial viability of the Acquiring business.
• Lead strategic initiatives which position Sidian Bank as the partner of choice for business payment needs banking services from a customer experience perspective
• Implement a loyalty program for merchants and customers to increase growth in product sales

DECISION MAKING AUTHORITY

• Perform quality work within deadlines, right first time with or without direct supervision.
• Interact professionally with other employees, customer and partners.
• Drive new product development together with the relevant departments to completion.
• Work independently while understanding the necessity of communicating and coordinating work efforts with other employees and organization.
• Oversee prospect qualification, customer calls/negotiation, solution presentations and solution-based proposals and implementation to ensure quality onboards for all merchants.
• Formulate and ensure to update policies and procedures governing payments as and when changes occur.

ACADEMIC BACKGROUND

• Bachelor’s degree in business or Information technology related degree with at least 3 Years’ experience in the banking or payments industry, with a focus on merchant acquiring.
• An MBA is an added advantage.
• Proven knowledge in all cash management/Transaction Banking business.

WORK EXPERIENCE

• Candidate should have 3-5 years of product development/ management, excellent interpersonal skills, strong execution and technical skills.
• Experience with card schemes, POS management and eCommerce payment gateway services.
• Relevant experience with at least four years in a cash management/Transaction Banking business environment.
• Good understanding of Operations and technology processes related to API integration
• Strong client focus with ability to understand client needs and stay abreast of client, industry and market trends.
• Exceptional relationship management skills including ability to manage and influence multiple stakeholders
• Good interpersonal skills to drive teamwork and work effectively in cross-cultural, cross-geographical teams to drive value for our clients and the bank
• Demonstrate responsiveness and ability to work with urgency
• Customer focused & results oriented
• Good project management including understanding and planning for operational risk
• Knowledge of banking operations, operational risk management and service delivery
• Distribution Management and or Channel Management experience is an advantage
• Excellent verbal and written communication skills
• General knowledge of digital payments services
• Language skills in official language of the Affiliate

SKILLS & COMPETENCIES

• Excellent knowledge of operational and systems user requirements for merchant payments.
• Exceptional analytical and conceptual thinking skills.
• Excellent communication and negotiation skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.
• Strong project management skills, with experience managing multiple tasks simultaneously.
• Ability to build and maintain strong relationships with clients and partners.
• Results-oriented and proactive approach to driving business growth.
• Highly proficient technical writing capabilities

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JOB PURPOSE

The job holder is responsible for assisting the Manager Security and Investigations on all security matters of the Bank including Physical Security, Intelligence and General security

KEY RESPONSIBILTIES 

• Guard management 
• Security Monitoring and controls
• Risk and Compliance

MAIN ACTIVITIES

Guard Management

• Ensure all guards report on duty and are alert at strategic positions.
• Train and induct them on assignment requirements and instructions.
• Liaise with their company for replacements in case of sickness, absenteeism or laxity. 
• Collect all feedbacks from branches on their daily performance and act accordingly. 
• Should record the occurrences and all happenings within the bank and hand and take over smoothly.

Security monitoring and Controls

• Ensures staff are aware and adhere to the bank’s security policies.
• Monitoring of all branches opening and closing.
• All system faults noted are closed on time.  
• Review of security systems for optimal use. 
• Bank keys control and ensure proper management of the key registers by branches.
• Monitors CIT movements and ensures dual control is adhered to always.
• Liaise with service providers on regular CIT photo list updating.
• Intelligence collection on operational lapses and sharing of the same to management. This ensures that physical security will change tactics to deter the exposure to the threat in all branches.
• Alarm and safe codes/combination changes which require head office control and knowledge when they are done to avoid compromise and given only to vetted authorized staff with custodian letters.
• Support the Manager security & Investigations to train branch staff on security matters including opening and closing drills.
• All bank assets moved are duly authorized from one location to another.
• Bank motor vehicle allocation, monitoring and ensure they are in a good working condition.
• Ensure staff adhere to OSHA policies aligned to security and any OSHA exceptions escalated to Manager Security & Investigations.
• All cases or incidences from physical security are investigated and reported on time. 
• Support the Manager Security & Investigations to do annual bank physical assessment noting all security exceptions which require remedial action.   
• Support the Manager Security & Investigations to do staff vetting to ensure hiring of staff with good ethical standing. 
• SLA and TAT adherence on issues resolutions on both Internal and external customers. 
• Ensure duality is observed; ATM Access, Vault access and opening & closing of branches. 
• Ensure all Security registers at the branches are reviewed physically and remotely for security compliance. 

Risk & Compliance

• Attend training and maintain knowledge of and comply with all bank policies and procedures including Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules and regulations.
• Participate or undertake Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing bank programs on a regular basis e.g. taking attestations, self-assessment tests, filling in compliance questionnaires as required.
• Comply and not to knowingly participate or assist in any violation of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or internal policies, procedure and guidelines.
• Report suspected money laundering cases to their respective heads of units or to the Money Laundering Reporting Officer as soon as such incidents occur immediately with a clear basis of suspicion   
• Avoid Misrepresentation and Malicious Reporting – knowingly making a false, fictitious or fraudulent representation e.g. statement, report, document.
• Avoid Tipping Off customers being investigated so as not to knowingly prejudice an investigation by disclosing information.
• Not provide advice or other assistance to individuals who attempt to violate or avoid Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or corporate policies.
• Respond to all AML/CFT/CPF queries when requested by Compliance Unit to allow the bank to comply with the requirements of The Anti-Money Laundering and Combating Financing of Terrorism Amendment Act.
• Co – operate fully with regulators and law enforcement agents and make available required documents and information.

DECISION MAKING AUTHORITY

• Makes decisions on all securities matters in the Bank
• Seeks advise from the Manager, Investigation and Security

ACADEMIC BACKGROUND

• Bachelor’s Degree in Security management or Criminology or relevant professional qualifications

WORK EXPERIENCE

• Minimum 5 years’ practical experience in investigations & Security Operations.

SKILLS & COMPETENCIES

• General Investigation skills
• Fraud Investigation skills
• General management skills
• Leadership skills
• Security Management operation skills
• Analytical skills
• Report writing and general communication skills
• Knowledge in criminal law 
• Security product knowledge
• Disaster handling
• General knowledge in Banking and core Banking system
• Knowledge in laws and regulations affecting the banking and financial industry 
• Knowledge in Policy, procedure development and operationalization.

PROFESSIONAL CERTIFICATION

• Training in security or investigations related fields in a Police or Military academy.