Vacancies at Bank of Africa Kenya Limited

Job Purpose:

The role is responsible for efficiently handling high-volume and complex cash and non-cash financial transactions while ensuring strict compliance, zero cash differences, and superior customer service. Additionally, the role acts as an operational escalation point for junior tellers, active cross-seller of bank products, and primary support to branch operational controls.

Responsibilities and Accountabilities;

Customer Satisfaction

• Maintain high and unparalleled customer service standards at the branch through timely and accurate processing of routine and complex customer transactions according to laid-down SLAs and documented procedures.
• Promptly resolve customer inquiries and handle initial escalations of front-line complaints before referring complex matters to the Customer Service Manager (CSM).
• Provide guidance to junior tellers on efficient queue management and professional handling of demanding customer interaction

Operational Efficiency and Escalation Support

• Strictly adhere to higher individual teller cash limits and manage branch cash-handling activities in compliance with operational policies.
• Balance Till within 30 minutes after close of business and assist in investigating and resolving any cash discrepancies or till imbalances across the teller line.
• Handle high-value or specialized transactional processing, including foreign currency exchanges, draft issuance, complex outward clearing cheques, and bulk cash requests.
• Execute timely ordering, update, reconciliation, safe custody, and destruction of Cheque Books, ATM cards, and PIN mailers according to documented procedures.
• Facilitate continuous capture and validation of clearing cheques to ensure strict compliance with the daily 4:30 PM clearing file submission deadline.
• Assist the Assistant Operations Manager and CSM in dual-custody routines, vault operations, and ATM cash replenishments as delegated.

Financial & Revenue Drive

• Ensure 100% collection of applicable commissions, transaction fees, and tariffs across all processed requests.
• Drive cross-selling initiatives by identifying client needs and generating qualified leads/referrals for deposit accounts, loan products, foreign exchange (FX), and digital banking channels (e.g., B-Mobile, Internet Banking).
• Consistently meet or exceed target transaction volumes and values without compromising processing accuracy.
• Maintain zero cash differences and mitigate operational losses by preventing frauds, forgeries, and counterfeit notes through vigilant verification procedures.

AML, Audit Risk and Compliance

• Maintain strict adherence to regulatory requirements, statutory guidelines, and internal operational standards, ensuring 100% implementation of Anti-Money Laundering (AML), Countering the Financing of Terrorism (CFT), and Know Your Customer (KYC) policies.
• Vigilantly inspect documents, customer signatures, mandates, and identification to detect fraudulent activities, red flags, or operational risks.
• Ensure immediate execution of corrective and preventative actions identified by internal audit, risk, compliance reviews, and snap checks.

Learning and Leadership support

• Demonstrate expert product knowledge on all bank products and services, maintaining high scores on periodic product knowledge assessments.
• Mentor and train New Tellers on branch cash-handling procedures, system usage, customer service protocols, and fraud detection techniques.
• Take personal ownership of professional growth through participation in bank-sponsored and self-initiated development programs.

Minimum Requirements; Professional and Academic Qualifications;

• Work Experience: Minimum 2 to 3 years of hands-on experience in bank teller operations or direct cash-handling/front-office retail banking operations.
• Academic Qualifications: Bachelor’s degree from a recognized and accredited university.
• Professional Qualifications: Progress toward or completion of relevant banking qualifications (e.g., KIB, ACIB, CPA, or ACCA) will be an added advantage.

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Job Purpose: 

Establish, develop and grow Bank’s business for corporate and institutional clients both in public and private sector positively contributing to the Bank’s profit & loss account.

Responsibilities and Accountabilities:

Planning – 15%

• Continuously monitor institutional, developmental agency relationships to ensure that clients are satisfied with BOA
  service/ partnership.
• Anticipate, analyze and respond to the various current and future needs of the targeted Institutions.
• In liaison with the Head, Institutional Banking, identify other potential Institutions, parastatals, Government ministries, donor and Developmental Agencies with whom we can partner/do business and who can benefit from our mix of products and services.
• In liaison with the Head, Institutional Banking, prepare pre-visit report/facts and a calling program for the targeted Institution/s.

Marketing – 55%

• Ensure an effective call program to new and assigned clients is maintained and executed, assessing possible needs of the targeted clients/Institutions and identify other cross selling opportunities.
• Identify, cultivate, and develop business relationships among the targeted Institutions, Government ministries, Developmental Agencies and respond as appropriate with a suitable product package based on the analysis of the Institution’s needs.
• Identify and develop new business proposals efficiently and expeditiously to ensure that potential new business opportunities are not lost to competitors.
• Monitor and proactively manage expiring limits for loans & trade instruments.
• Market aggressively for project funds & Developmental Agency funds prior to disbursements to various targeted projects.
• Keep constantly in touch with Developmental Agencies, Government ministries as well as Treasury ensuring that they are fully kept abreast of positive developments within the Bank thus increasing Bank visibility among these key Institutions. This will mean developing a personal touch and a relationship management approach with all these Institutions and negotiating with them to channel funds/business through BOA.
• Market for sustainable growth and overall stability on the liabilities and asset side of the bank’s balance sheet through growth of current account/collection business as well as wholesale deposits from institutional clients (sector focus will be stated on KPI).
• Synergies with various stakeholders to grow the bank’s business

Customer Care / Portfolio Management – 20%

• Initiate and monitor customer/Bank contact at all levels and functions, ensuring that customers enjoy the highest standards of service.
• Monitor counter services for collection business/institutional/asset clients.
• Monitor relationships on a day-to-day basis to ensure good customer service on the maintenance of SLA.
• Monitor and proactively manage expiring limits for loans & trade instruments.

Monitoring & Control – 10%

• Keep abreast of developments in the market; be aware of projects to be carried out by parastatals, Government ministries and Developmental Agencies and their various sources of funding.
• Be familiar with trends in the banking industry in general and particularly the industry/sectors in which each of the Institutions managed/targeted operates and tailor product(s) to suit the client’s business

Minimum Requirements:

• A degree in a business-related field i.e., Bachelor of Commerce, Business Administration, Economics or Banking/Finance OR its equivalent.
• AKIB or ACIB or Business-related professional qualification (Added advantage).
• Formal training in lending/relationship management.
• 6 years Banking experience with at least 4 years’ experience in Account Relationship Management.

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Job Purpose:

To evaluate creditworthiness of a borrower and ensure the proposed credit risk is beneficial to the client and as the same time is profitable to the Bank, risks are well mitigated & is within the relevant policies and regulations.
To add value to the credit proposals under consideration by providing advice and techniques to mitigate risks for credits that are considered bankable. creditworthiness

Responsibilities and Accountabilities:

Appraisal of credit files.

• Reviewing the proposal in the dedicated workflow for correctness and completeness of data capture.
• Confirming borrower’s credit worthiness as presented by Business through review of past credit history.
• Confirming the borrower has capacity, through using the scoring model to determine the Debt Service Ratio.
• Confirming suitability of collateral offered.
• Reviewing the borrower’s contribution to assess their commitment to the proposed facility.
• Identification of credit risks and proposing mitigation measures.
• Validation of credit scoring models.
• Reviewing if proposed facility pricing in credit is in line with the set credit scoring models and aligning the same.
• Progressing the file with a recommended decision for further appraisal and approval or returning to relationship manager highlighting critical missing information and documents.

Review temporary accommodations.

• Confirming that excess templates are attached & supporting documents provided to support the request.
• Check that the request is justified and are properly priced through fees/ commissions.
• Certify that the proposal has verifiable source of repayment.
• Communicating decision for further review or returning to relationship manager highlighting critical missing information and documents.

Processing variations for approved loans.

• Reviewing to ensure all documents & information required to justify the variations are availed.
• Reviewing the proposed variation to ensure the request is justified and does not alter materially the proposal as was approved.
• Progressing the decision for further review by approver or returning to relationship manager highlighting critical missing information and documents.

Organizing Credit Approval Committee meetings for decision making on credit proposals presented.

• Communicating an invite to all stakeholders involved.
• Presenting previous minutes for review.
• Following up on various action points as per CAC meeting deliberations.
• Taking minutes of the meeting.
• Presenting summaries of Credit Analysis unit’s decisions for further deliberations.

Coordinating Senior Credit Committee queries on files approved by local committees by following up and coordinating the responses.

• Conducting periodic follow up on credit files pending approval at Head Office.
• Coordinating responses on queries raised by Snr. Credit Approval Committee analysts.
• Justifying and defending local credit committee decision.

Review of various documents to ensure approval covenants are comprehensively documented.

• Reviewing draft letters of offer for facilities sanctioned by Snr. Credit Approval Committee.
• Reviewing valuation reports for ap-proved collaterals to confirm suitability and sufficiency of collateral values.

Conducting customer call visits from time to time in the company of Business Team.

• Reviewing independently the customer’s business to assess capacity and financing need.
• Reviewing status of borrower’s compliance with matters that may lead to Environment & Social Risks.
• Reviewing independently progresses of borrower’s project financed by the Bank.

Minimum Requirements – academic and professional qualifications:

• University Degree preferably in Business related field such as Economics, Finance & Accounting from recognized institution by Commission for University Education.
• Professional qualification in CPA or ACCA.
• Good understanding of financial policies, procedures, and external regulations.
• Good understanding of the current banking and financial services operating environment, trends, and practice, related regulatory and governance guidelines and requirement, and applicable laws.