Vacancies at SBM Bank

Job Purpose
The role holder will be responsible for delivering seamless world class customer experience across all customer touch points with utmost level of consistency & professionalism.

Key Responsibilities

Customer Experience

• Available and able to respond in a prompt, timely, friendly, supportive and helpful manner to all customers who walk into the branch and project a professional, warm and friendly image.
• Use sound judgment and take decisions that will meet customer expectations while striving to achieve a win/win outcome for the Customer and the Bank
• Ensure customers receive excellent and consistent service by providing fast, accurate, relevant and useful information, regarding all aspects of SBM Bank Products and Services in line with the customer’s feedback and needs to achieve a world-class customer experience at all times
• Ensure that all customer queries, problems and complaints related to the bank are completely and effectively resolved as a ‘One Stop Shop’ service
• Take responsibility for acting on, following up customer instructions proactively and keeping customers frequently updated on the status
• Avail customer instruments such as cheque books, prepaid, debit cards, mobile access and online access within agreed timelines
• To ensure that issues escalated arising from customer queries are resolved within 24 hours to maintain customer satisfaction & loyalty
• Eliminate recurring customer issues through Root Cause Analysis and maintain Service Improvement Action Plans which should be implemented in the “Kill the stupid rule habit”
• Uphold and maintain the SBM Bank Values.

Business Growth

• Drive revenue growth through revenue assurance and non-funded income
• Required to open, reactivate and retain set number of target accounts and cross sell full array of retail products while ensuring optimal channel utilization as per set targets.
• Deepen existing relationships and grow share of wallet/potential value within the Bank by recognizing and referring cross-sell opportunities through channel migration, cross sell and up sell of products and services that add value to the customer on the use of digital alternative channels.

Compliance and Audit

• Ensure that the branch look and feel is within set Customer Experience Standards including implementation of adherence to SBM Habits, Name tags (First Name Only), dress code – Clean Desk Policy and Floor Management of the banking hall
• Authenticate Customers identity and when positive, capture and update customer interactions accurately on CRM; when unable to validate, escalate interaction via CRM
• To ensure strict compliance with Branch Operations, Customer Experience Policy, Customer Service Standards and all other Bank Processes and Procedures so as to get It Right the First Time, every time for all branch staff
• Comply with respective Know Your Customer (KYC), KYP, KYT, Anti Money Laundering (AML) procedures and be alert at all times to unusual or possibly suspicious activity, and make an incident report to the Branch Manager, Customer Experience and Risk

Learning and Development

• Take responsibility to continually develop and learn, so as to improve personal performance in order to achieve individual, team and departmental SLA’s and KPI’s

Key Relationships

Customers of this Position

• External Customers
• Branch Colleagues
• Colleagues within Branch network and Central Office

Knowledge Requirements

Skills and Experience required for this Role

• Bachelor’s degree in any discipline with a minimum of second class honors
• Good Communication Skills (written and verbal)
• Customer service management processes and procedures MS proficiency – Excel, PowerPoint, word etc

Competencies required for this Role

• Working with people
• Adhering to principles and values
• Relating and networking
• Persuading and influencing
• Presenting and communicating information
• Writing and reporting
• Learning and researching
• Creating and innovating
•  Delivering results and meeting customer expectations
• Following instructions and procedures
• Adapting and responding to change
• Coping with pressure and setbacks
• Achieving personal work goals and objectives

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JOB SUMMARY:

The overall purpose of this role is to handle all over the counter transactions and ensure accuracy, efficiency and customer delight and generate business leads from daily customer interactions.

KEY RESPONSIBILITIES:

Operations - 35% 

• Ensure compliance with bank operational and customer care policies and procedures
• Handle the following in line with Bank’s operating processes.
  •  Cash transactions,
  •  Cheque processing(Outward and in-house cheque)
  • RTGS and TT transactions
  • Electronic Funds Transfer processing,
  • NFI Collection; manual charges
  • Bankers Cheque Issuance
  • Set up standing instructions
  • Expenses cash payments.
  • Supporting Documents for large cash transactions and incoming funds.
• Conduct Snap checks.
• Comply with respective Money Laundering Prevention Procedures and be alert at all times to unusual or possibly suspicious activity, and report to the supervisor.
• Cash Custodian of vault, safety deposit lockers, ATM and branch keys; holding keys/combinations.
• Carry out the role of bank signatory within the approved limit and adhere to the laid down processes and procedures.
• Bank custodian; Ensure timely opening and closure of the branch; hold the arming and disarming codes of the branch
• Internal accounts reconciliations.
• Risk champion at the branch.
• Submit Risk and compliance self-assessment(RCSA) report to supervisor for Review

Customer Service/Experience - 45%

• Sit in as the customer service officer.
• Receive customer instructions, record verify and follow up for action through CRM.
• Ensure timely resolution of customer queries and offering solutions.
• Escalate all customer issues not resolved with TAT.
• Open accounts Via Chap Chap; Confirm the KYC is in order and sign off done before opening.
• Scan accounts to AMU.
• Process Account closure instructions.
• Order customer Cheque books.
• Avail customer instrument such as cheque books, pre-paid cards, credit cards and debit cards within agreed timelines.
• Digital banking customer set up for online and mobile banking, reset and creation.
• Assisting in management of the safe deposit locker.
• Safeguard and promote the Bank’s image at all times.
• Fixed Deposits; Ensure booking and liquidation of fixed deposits and receipt of properly mandated instructions from the relevant personnel, to call clients on FD related issues.

Customer Relationship Management/ Business Growth - 10%

• Cross sell bank products.
• Follow up and contact clients to activate dormant accounts.
• New client acquisition.

Human Resource - 10%

• Work efficiently as a team in the branch and offer good customer service to internal customers [staff in support units].
• Sign off BSC and individual performance targets for the year. Timely self-appraisal in line with the banks appraisal cycle.
• Attend set trainings, sharing and application of knowledge learnt. 
• Adhere to leave schedules to achieve Work life balance.

KEY RELATIONSHIPS:

Customers of this Position

• Internal and External Bank customers.

Knowledge; Skills and Experience required for this Role

Education

• Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent.
• Minimum B- in KCSE or equivalent.

Competencies required for this Role

• Dynamic, analytical and self-driven individual with the ability to work under pressure.
• Good Communication and interpersonal skills.
• Adhering to Principles and Values.

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JOB SUMMARY:

To provide a one stop HR advisory support to Business and facilitate implementation of the Human Resources Strategy, Policies and Practices.

KEY RESPONSIBILITIES:

Manpower Planning:

• Prepare Human Resource forecasts in consultation with Business Unit Heads.
• Facilitate the career and succession plans for own business area.
• Support the development of talent management within the Business Unit by enabling the Business Unit to attract, retain and motivate talent.
• Advise Business Units on the Exit trends and propose measures for talent retention.

Resourcing (Recruitment, Selection and Placement):

• Identify the best source of candidates and tap into the market by undertaking strategic resourcing initiatives such as Head Hunting, Market intelligence, Talent acquisition.
• Undertake interviews for short listed candidates and ensure a fair assessment process has been followed.
• Train and support line managers on the recruitment process.
• Ensure proper employee onboarding of new staff is carried out i.e. First day induction: HR policy, Medical and insurance.
• Ensure that all staff have a signed off job descriptions
• Monitor each recruitment process end to end to address any issues emerging without delay and in consultation with the recruitment manager.
• Ensure timely running of amendments/contract extension letters and are made as per required approval.

Organizational Development and Change Management:

• Drive organization implementation/change initiatives in line with business unit strategies i.e. Review and implement fit for purpose structures, benchmarking analyses, ensure targets are reviewed to reflect the changes.
• Facilitate the preparation of job descriptions for new roles, ensure that the job roles are well-defined, and organizational structures are in place & constantly updated.
• Communication and management of the Bank’s change initiatives as “change catalysts” within the business unit (champion compliance in line with change management framework and processes).
• Support the Director of HR in inculcating a shared mindset and foster employee loyalty to the Bank’s values.

Learning & Resource Development/Management:

• Support in establishing the skill gap within Business units and facilitate Training Needs Analysis.
• Co-ordination & facilitate the delivery of training programs.
• Monitor and implement capacity building initiatives by adhering to the 70:20:10 training model.

Performance & Talent Management:

• Oversee roll out and cascade of the Bank’s performance management framework in the Business Unit.
• Coordinating the entire process of performance appraisals, ensuring timely submission of reports and their analysis.
• Advise the appraisee and appraiser where need arises and addressing the issues raised in the appraisal reports.
• Co-ordinate with Business Unit Heads in ensuring that staff appreciates the linkage of performance to reward.
• Ensure talent management policies and initiatives are being driven objectively
• Maintain a data base of talent- both internal and external for focus areas based on market dynamics of supply and demand.

HR Branding & Culture:

• Visit Divisions/departments/Branches to support and advise on Human Resources challenges and issues facing the business units (HR Engagements).
• In liaison with Divisional/departmental/Branch/Unit heads, ensure that leave plans are in place and that Leave Liability is managed.
• Champion the values of the bank and its culture.
• Attend management committee meetings (MANCO) meetings of allocated divisions and offer expert HR advice on people matters.
• Liaise with departmental and division heads to ensure that new staff are allocated mentors and review periodic mentoring reports on the staff.

Customer service:

• Act as the single point of contact and ensure that all attending queries and complaints are attended through timely feedback to all the stakeholders
• Prompt service performed right the first time and prompt query/complaint resolution.
• Service Focus – Seeks to understand customer expectations and requirements and uses available resources, policies, and opportunities in their best interest without compromising the Bank’s values.

Employee Relations:

Work closely with the Employee Relations centre of excellence in:

• Championing and enforcing labour laws as constituted within the country and the Bank’s Policies.
• Interpretation of the policies and procedures and assess compliance by all employees within the business unit. (Advise managers and employees on disciplinary issues and procedures).
• Enhance two-way communication within the business unit by ensuring that employees and other stakeholders are informed on what is happening, why it is happening and how it affects them.
• Champion employee wellness programs.

KEY RELATIONSHIPS:

Direct Reports to this Position

• None

Customers of this Position

• External clients
• EXCO and HODs
• All Departments in the Bank

KEY COMPETENCIES AND EXPERIENCE:

Knowledge: Skills and Experience required for this Role

• Bachelor’s degree in business management / administration with a bias in Humanities & Human Resource.
• Human Resource Management professional qualification (A must have).
• Post-graduate degree in business related course is an added advantage.
• At least 8 years of HR generalist work experience.
• Experience in working in the financial sector is preferred.

Competencies required for this Role

• Excellent interpersonal and relationship management skills.
• Good organizational and administrative skills.
• Prioritization and Time Management - ability to prioritise and manage time efficiently and maintain a structured approach under pressure and high volumes
• Resilience and Drive – Maintaining performance standards when difficult situations arise.
• Ability to listen, probe effectively and convey information clearly to the customer.
• Diplomatic and tolerant in relaying and receiving information.
• Customer service orientated.
• Methodical, detail-conscious, organized and assertive.
• Manpower planning and forecasting skills.
• Organization development and change management.
• Business acumen skills.