SBM Bank Kenya Careers

JOB SUMMARY:

Responsible for provision of a consistently high quality overall operational service to custodial services clients.

To plan and carry out effective and efficient

• Settlement of equity and fixed income transactions
• Immobilization and registration of securities
• Inward and outward payments
• Billing and client invoicing
• Message control
• Provision of quality client’s service, prompt response to client queries
• Utilization of resources

KEY RESPONSIBILITIES:

Operational Management

Process Settlements

• Manages settlements and ensures effective control and compliance with Operating Procedures
• Manages all transactions in Central Depository to ensure trades are posted and authorized in a timely and accurate manner
• Ensuring clients' funds are received and paid as per instructions, in a timely and accurate manner.
• Meets clients' specific requirements as per their Standing Instructions, SLA, specific instructions and internal standards
• Ensures timely reporting with Treasury for FX transactions and timely earmarking in the system

Process Payments

• Processing of payment / receipt instruction on timely manner (cheques/ RTGS/ Book transfers)
• Verify and upload the instructions via Flex
• Confirm upload to clearing team for processing
• Raise book transfers debiting client accounts and crediting suspense account and vice versa.
• Liaise with finance department for collection of cheques and dispatch the same to clients
• To process client payment instructions promptly on receipt.

Billing and Invoicing

• To generate and process Invoices to the clients within defined timeframe
• To ensure that client billings are accurate and timely and outstanding are kept to a minimum through timely collection of income
• Receive and process remittances against invoices from clients
• Preparation of VAT payments in liaison with Finance Dept.

Process - Corporate Actions

• To perform the day-to-day corporate actions’ processing in respect to:
• Ensuring that information relating to Corporate Action announcement is captured accurately, complete and timely in Innova Custody, including the timely dissemination of information to clients
• All corporate actions events and especially those related to voluntary / with options are processed in a timely, complete and accurately manner and released to clients / depository respectively within agreed SLA and before market deadlines.
• Monitoring for receipt of Corporate Action entitlements and where required pro-actively follow-up with the companies to ensure receipt of client entitlements on or before due date.
• Ensuring that all cash and securities proceeds are reconciled and processed on timely manner and cash proceeds are credited to client’s account upon cheques clearance
• IPO/Auction applications are processed as per client instructions and allotment credit is received on a timely basis.
• Ensuring that agendas / annual reports are received and dispatched to clients on a timely basis, and proxy instructions are executed as per client requirement
• Effective follow up with the clients who have not provided the voluntary corporate actions instructions
• Ensuring that all the client queries are responded to within the time frames pre-specified. Additionally, identify new mechanisms to add value to the existing reporting requirements to achieve increasing client satisfaction.
• Interact effectively with the Officers of other Sections to ensure adherence to guidelines for securities accounts, dematerialisation and physical securities maintenance and smooth processing of transactions.
• Ensure daily reconciliation before market deadlines to mitigate any possible operational risks of missing / incomplete processing of voluntary / with options corporate actions resulting to possible operational loss.

Message Control

• To receive and reconcile messages received via SWIFT, Email & courier from clients on daily basis
• Distribution of messages to relevant area within custodial services department in an accurate and timely manner

Customer Service

• To ensure that all client requirement/communication/ queries are logged in and responded to within 24 hours of receipt. A holding response to be sent the same day in case the final response requires further investigation
• Facilitate and keep up to date power of authority for authorizing the transactions as per delegation authority
• Provide clients with timely notification of issues impacting the market and their assets. Ensure service & client contact enables us to be perceived as providing top rated service in the client surveys
• Support clients information requests and on-site visits by ensuring clients due diligence visits are fully supported with clients expressing positive feedback
• Filing of settled trades documents per client and statements relating to clients’ investments
• Maintain and share with colleagues as appropriate, personal knowledge of all relevant custodial services procedures; tariffs and duties; licenses and restrictions.

Systems

• Support development of effective Management Information (MI) templates and provide MI by due date providing required and timely Management Information
• With the manager CS ensure continuous improvement and subsequent implementation of interdepartmental and client SLAs
• Keep manager CS and AGM BD advised of financial and any extraordinary developments.
• Ensure essential returns/reports are properly completed and filed
• Ensure any system usage training gaps are identified and training plan agreed
• Monitor and report on activities, costs, performance, etc, as required
• Ensure that procedures laid down in the departmental operating manual are followed
• Ensure suitable standards of ergonomic design and decor for both internal and external advantage
• Undertake any projects or additional tasks assigned by manager CS

Risk and Compliance

• Support the Manager CS to lead and develop the team to ensure efficient operations are managed in strict compliance with the various local laws, jurisdictions, bank risk standards and custodial services policy guide.
• Support the manager CS to manage and direct Operational Risk Management and Controls for the Custody service to ensure that the unit achieves a minimum audit rating of 95% or better. Ensure that appropriate remedial action is taken in response to audit findings
• Ensure that the relevant Key Control Standards are adhered to and in the event of necessity champion the investigation of fraud, loss and other irregularities within custodial services and take measures to prevent drug money laundering, computer and communications security as per guidelines
• Ensure that the regulatory requirements and deadlines are adhered to with real-time escalation of any possible operational incidents / operations loss / complaints to manager CS and AGM BD
• Ensure accurate and timely submissions of management and local regulatory returns
• Monitor regulatory changes and implementation and advise clients of impact to the portfolio for the purposes of investment protection of their assets under custody and the bank on the impact on its business.

Business Management 

• Support business development to establish and execute the departments business plan enabling the team to operate within the agreed strategy and budget.
• Ensure that unit is working effectively, that necessary resources are available to the business and that costs are regularly reviewed and monitored to prevent waste
• Ensure new market opportunities are maximized by providing support to the implementation of new businesses in the bank
• Give full operational support to enable business development to meet all agreed RFP / RFI client deadlines
• Give support in ensuring 2-way cross sell opportunities are identified between custodial services, client base and other units’ client base, coordinating the necessary actions required by different sections of custodial services and the bank to achieve success
• Work with other stakeholders in the Capital Market to identify areas for improvement in the market and lobby for changes that improve market infrastructure, product opportunities and market invest-ability.

People Management

• Establish and maintain effective working relationships with co-workers, supervisors and the public.
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
• Pursue personal development of skills and knowledge necessary for the effective performance of the role.
• With manager CS develop own annual leave plan so that leave is taken as require.

KEY RELATIONSHIPS:

Direct Reports to this Position

None.

Knowledge; Skills, and Experience Required for this Role

• A bachelor’s degree, second class honours from an accredited university in a relevant course.
• Certificate level qualification in Securities Services related course (CISI) will be an added advantage.
• Excellent analytical skills
• Excellent communication, written and verbal skills
• Excellent interpersonal sensitivity

JOB SUMMARY:

The overall purpose of this role is to achieve business growth for the Bank by selling products and services to SME’s within assigned market segments and by promoting and selling other products and services of the Bank to enhance value-added relationship with existing customers.

KEY RESPONSIBILITIES:

 Strategy - 20%

• To support the branches in increasing business in the sectors and segments allocated.
• Ensure implementation of the SME Banking strategy in line with the allotted Sector / Segment and aligned to the overall strategy of the Bank. 

Acquisition: Business Development -35%

• To onboard new customers so as to grow the Bank's liabilities, Assets and NFI
• To service existing customers so as to continuously grow the Bank's liabilities, Assets and NFI
• To increase product usage amongst existing customers in the portfolio assigned
• To increase account activity and utilization amongst existing customers in the portfolio assigned
• To ensure continuous engagement
• To play a key role in product development relevant to the SME Banking sector.
• To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times.
• To effectively manage and expand the relationships with existing SME banking clients and bringing in new partnerships so as to ensure business growth and continuity.
• To ensure continuous improvement in customer service and implementing effective retention of customers within the corporate banking framework.

Cross-sell, Retention & Servicing of Clients - 25%

• Provide advice on potential financial solutions based on identified need
• Understand and Resolve and where necessary, escalate client queries in a timely and appropriate manner
• Analyze financial requirements of customer and match with the Bank’s product offerings
• To grow the Bank's wallet share in the SME banking sector within the designated portfolio / segment.
• To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times.
• Develop and maintain strong working relations with all existing clients at key levels to optimize the utilization of approved facilities
• Ensure renewal of facilities such as overdrafts are undertaken in a timely manner and no limits expire / mature
• Ensure proper communication to clientele in respect to any changes in the Banks services or products 
• Manage all facilities in the portfolio to maintain an acceptable PAR
• Ensure that the client has an active account by frequently reviewing the account to ensure that there are regular transactions depending on the nature of the clients business

Compliance - 10%

• To ensure compliance with both internal and external regulatory requirements. 
• To work closely with risk and compliance units to ensure effective controls to mitigate against business risks associated with corporate banking.

Talent Management - 5%

• Ensure personal development
•  Ensure development of the team by also effectively charting their career paths 
• To safeguard and promote the bank’s image with the general public.

Other - 5%

• To safeguard and promote the bank’s image with the general public.

KEY RELATIONSHIPS:

Customers to this Position

• SME Sector Relationship Managers
• Regional Mangers
•  Branch Manager
• Senior Relationship Officers
• Relationship Officers
• Analyst
• Credit Department
•  Products and Verticals department
• Corporate
• Treasury

Knowledge; Skills and Experience required for this Role

• Bachelor’s degree from an accredited University preferably with a Major in Finance, Accounting, Marketing or Economics
• Excellent interpersonal skills
• Excellent communication and presentation skills
• Organizing and planning skills
• Information gathering, monitoring and analytical skills
• Problem analysis and solving skills
• Decision making skills

Competencies required for this Rol

• Emotional Intelligence; Dynamic individual with the ability to work under pressure.
• A passion for performance, building team play, and achievement in a competitive and dynamic environment
• Commercial awareness and customer focus
• Strong networking skills, for both internal and external networks
• Delivering Results and Meeting Customer Expectations
• Achieving Personal Work Goals and Objectives
• Entrepreneurial and Commercial Thinking
• Persuasion and Influencing
• Presenting and Communicating Information eloquently
• Team Player

Problem Solving

• Ability to maintain a quality Asset book
• Ability to handle customer complaints and expectations in a diplomatic way
• Ability to foster team work with colleagues to enhance a good working environment
• Ability to conduct oneself in a professional manner ensuring that the Bank’s image and reputation is protected
• Knowledgeable in analysing of statements of accounts and annual financial reports to ensure that the company’s earnings are correct in terms of industry and period of analysis

Accountability

• Ensuring timely submission of reports
• Ensuring seamless execution of tasks
• Ensuring adherence to the department’s SLA
• Ensuring a customer satisfaction/retention mechanism

JOB SUMMARY:

Senior Manager Forensic Investigations & Physical Security is responsible for undertaking investigations, fraud management and mitigation, overseeing the implementation of anti- fraud management and investigation policies. The jobholder is also tasked with prevention/sensitization/training staff and other stakeholders on proactive fraud prevention measures, acting as a liaison officer between the bank and other law enforcement agencies, representing the bank at KBA forums, monitoring staff integrity and escalation of any fraudulent concerns for remedial action to the bank’s management. Handling Physical security of bank’s assets and safety of staff.

KEY RESPONSIBILITIES:

Fraud Risk Management and Investigations - 50%

• Monitor and report any lapses on the implementation of the Bank wide fraud and whistleblowing policies.
•  Develop and implement fraud management policies and standards 
• Undertake staff training on fraud risk awareness campaigns on a regular basis.
• Value add detailed investigation reports relevant in identifying root cause of incidents, and enhancement in internal policies and procedures aimed at providing management information for effective decision making on reviewing internal procedures, customer relationships and operational fraud inherent risks. 
• Investigate both fraud and whistleblowing incidents and liaise with law enforcement agencies or other institutions during investigation.
• Gather intelligence through beneficiary relationships with various stakeholders such as telecom companies, banks and forensic investigation networks to get information on emerging fraud trends and mitigation strategies
• Attend court summons for criminal/civil proceedings and when required provide expert evidence relating to the investigation at hand. 
• Proactively monitor the fraud management system high risk alerts (NG Screener) to establish if there are any red flags that warrant further action.
• Advise management on any suggestions to improve investigation procedures and preventative fraud risk management measures.

Physical Security - 50%

• To assess and assure physical security of all bank premises, including the surroundings, to ensure that security is not compromised
• Conduct gap analysis/ identify any deficiencies on internal security, procedures, and processes.
• Develop, update and maintain a framework for internal security controls and compliance that reflects the changing environment to support the bank strategic goals.
• To coordinate implementation of periodic survey of bank premises to determine the type and extent of physical security controls necessary for each facility or area and to advise, recommend and implement remedial actions as necessary 
• To assess, analyze and implement effective CCTV security surveillance systems and alarm systems within the bank premises.
• To communicate security status, updates, and actual or potential problems, using established protocols.
• Liaise with contracted security companies to ensure provision of efficient guarding services to the bank and to recommend necessary remedial action where performance is below expectation/SLA 
• To ensure that all contracted guards are properly deployed and are alert on duty. 
• Work with business functions to ensure potential risks have been mitigated in the bank’s proposed future business activities. 
• Liaise with law and regulatory enforcement agencies if Security of the bank is under threat and on investigation matters 
• Carry out comprehensive and continuing staff security training and safety awareness effort to gain the interest and support of employees, contractors, consultants, and visitors.
• Facilitate Security for the bank’s organized Events. 
• Liaise with Senior Manager Security and Investigation and prepare an itinerary for security inspections.

Leadership Roles - 5%

The job holder will assist the CRO in the following functions;

• Defining and realization of the bank’s aims and fulfillment of its fraud prevention mission. 
•  Accurate organization of the department and functioning according to expectations of the bank. 
• Appraising staff within the department.
• Networking within the profession and relevant associations to keep abreast with industry.
• Represents the bank in KBA and other security meetings, and provide secretariat to the meetings when required.
• Searches for information concerned with the bank’s activities (problems with crime), which are necessary for making decisions.
• Transmits and propagates special information into the department.
• Prioritizes tasks and procedures in the department. 
• Implements systematic changes and encourages team members to make contribution and present individual ideas for developing the department. 
• Responds to conflicts, criticisms and complaints that appear in the department, solves them and eliminates disturbances and negative events in the department.

Continuous Professional Development - 5%

• Develop and maintain expertise and technical understanding of the banking sector laws and legislation, Police and Criminal Act and any other relevant legislation.
• Attend relevant training on emerging trends and practices on fraud prevention, detection and response.

KEY RELATIONSHIPS: 

Direct Reports to this Position;

1. Manager – Physical Security
2. Assistant Manager, Forensic Investigations
3. Senior Investigations Officer

Customers of this Position

• Bank Management and Staff
• Bank Customers 
• Security and Fraud Managers/Investigators of Police Services, Directorate of Criminal Investigation, CBK Banking Fraud Investigations Dept., Capital Markets Authority, Insurance Regulatory Authority, Commercial Banks and any other institutions as may be required during investigation. 
• Security and Fraud Managers/Investigators of all Security Service Providers

KEY QUALIFICATIONS AND COMPETENCIES:

Knowledge; Skills and Experience required for this Role

• Minimum University Degree in Social Science, Forensic Investigations or related field from a recognized university
• Computer literate 
• Minimum 5 years carrying out fraud investigations in an active forensic and investigations unit. Some of the investigations should have been in the financial sector. 
• Diploma or professional certificate in forensics/fraud management or its equivalent i.e. Certified Fraud Examiner CFE.

Competencies required for this Role

• Should be analytical, resilient and with interpersonal skills. 
• Has personal motivation and drive 
• Has environmental awareness 
• Team player 
• Possess high level of integrity and professional ethics.
• Good understanding of bank systems and operations.

Working Conditions and Tools Required

• Should be independent and has unlimited access to information and records consummate with the assignments given.
• Needs support from the management and Head of Departments
• Financial Budget allocation for intelligence collection and investigations. 
• Transport arrangements on need to need basis

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.

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

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.

JOB SUMMARY:

Responsible for managing digital projects and initiatives of digital channels – Mobile Banking, Online Banking, Digital Acquisition, Mobile Agency banking and related technologies and ensure provision of optimum functioning and availability of services to meeting customer needs.

KEY RESPONSIBILITIES:

• To ensure full availability (24/7) of the Digital channels in line with the IT policy, procedures and the Bank’s strategic plan.
• To liaise with all internal Service Delivery Divisions of the Bank in tracking and responding to customer queries / complaints to ensure smooth operations of the digital solutions in line with IT policy and procedures.
• Identify and track key metrics to measure solution success. Monitor the utilization of the solution against the product performance indicators, to identify areas for improvement and suggest measures that will increase return-on-investment 
• Support the launch of innovative digital servicing programs that deflect inbound calls/mail and support the self-service push. 
• Partner with the various business units in the launch of Fintech products and services to ensure a maximization of cross-selling opportunities and synergies for SBM Kenya.
• To manage relationship with vendors for technology solutions related digital channel in line with the SLA between the Bank and the Vendors.
• To Manage and mitigate risks related to technology solutions for the digital channels in line with Banks IT Policy, Regulations and Risks guidelines. 
• Coordinate the development of new and improved Service Delivery Digital channels and any other additional channels that may be developed, which meet the needs of the bank customers to ensure the bank remains competitive
• Use knowledge, experience and analytics to craft end to end user experiences that are contemporary, exciting, and efficient by virtue of being digitally enabled
• Manage all changes to LIVE IT systems and applications and ensure their continued availability and effectiveness.
• To review and document the application of the Software Releases/updates for digital channels in line with the IT Policy and Vendor specifications. JOB DESCRIPTION
• To ensure that periodic Backups are taken and documented, plan and supervise the quarterly DR Testing of the assigned channel Systems.
• Develop and document standard procedures for monitoring performance of the E-Banking Systems in line with IT Policy and procedures. 
• Prepare and coordinate the Preventive Maintenance Schedules line with manufacturer’s guidelines and IT Policy and guidelines.

KEY RELATIONSHIPS:

Direct Reports to this Position

• Officer - Digital Channels & Services

Customers of this Position

• All Departments in the Bank.

KEY QUALIFICATIONS AND COMPETENCIES:

Education, Knowledge, skills and Experience required for this Role

•  A degree in Bachelor of Science in Information System/Computer Science or related Technical Skills along with software development skills.
• Language: Java, C, C++, Html, Php. 
• Operating system: Windows, Linux. 
• Application: Microsoft office, Microsoft Visual studio.
• Database system: Oracle DB, MySQL, MS SQL 
• Good Knowledge of API, Webservics and various ISO protocols. 
• Writing skills: Ability to efficiently produce concise, organized reports. 
• Knowledge of and ability to utilize the processes, tools and techniques for gathering, analyzing, and communicating information about the competitive environment. 
• Knowledge of methodologies, tools and techniques for specific products; ability to develop product line processes and strategies. 
• At least 3-year IT working environment in digital payments space and electronic banking environment (Mobile & Internet Banking).
• Communication and interpersonal skills 
• Strong troubleshooting skills.
• Report developing skills. 
• Issue management and problem resolution skills. 
• Guaranteeing consistent delivery of across all digital solutions developed to ensure high quality customer experience.

JOB SUMMARY:

The overall purpose of the role for Senior Officer, Quality Assurance is to audit interactions on calls, emails and social media, to measure performance and ensure delivery of effective service with utmost level of consistency.

KEY RESPONSIBILITIES:

Customer Experience - 40%

• Develop standardised Quality assessment framework to measure service quality across all customer touch points and within all units within the contact centre.
• Recommend process improvements based on strategic data insights from VOC activities.
• Ensure timely reporting of all productivity and quality reports as per agreed timelines. 
• Preparation of all contact centre MIS and service audit reports 
• Prepare weekly, monthly and ad hoc Contact centre KPI reports and engage stakeholders in coaching and cascade sessions. 
• Prepare weekly report on key customer issues for prioritisation and escalation to key stakeholders. 
• Use quality monitoring data management to compile and track performance at team and at individual levels.
• Generate strategic insights from Quality analysis reporting to drive continuous service improvement. 
• Analyse VOC reports and come up with action plans for closing the gaps identified.
• Quality monitoring activities, including regularly screening of incoming and outgoing customer calls, reviewing written responses from email and omni channel tool, and quality control testing to ensure that customer activities are being handled professionally, knowledgeably, and in accordance with company policies and procedures. 
• Ensure all agents are adhering to set quality standards and productivity measures.
• Resolution of recurrent quality gaps and coach agents and implement systems to prevent recurrence. 
• Regularly report to management team on employee performance evaluations specific to observations conducted through quality monitoring and screening activities. 
• Evaluate results of QA trends and collaborate to develop action plans for process improvement.
• Learn new products, services and programs and work with the appropriate organizational leaders to customize and/or update Quality Management standards and forms as required.
• Provide feedback and coach officers with regards to their quality performance
• Report deviances Operating Procedures to Supervisors
• Works closely with management to achieve goals and performance standards 
• Conduct weekly calibration session with Contact Centre team members
• Ensure all team interaction sessions are documented, signed, tracked and filed.

Financial - 20%

• Contact Centre financial reporting by ensuring accurate reporting of leads from cross sell initiatives at the Contact Centre
• Identify opportunities to push the Bank’s products and services by customarily requesting inward customers for stretched business and referrals, to aid in the proceeding with business growth of the Bank.
• Quality assurance framework reporting to Identify cross sell opportunities from customer interactions for follow up and conversion.

Risk and Process - 25%

• Identify opportunities, ensure compliance to business processes and improvement of quality services to customers. 
• Minimize exposures to and impact of risks associated with service provision in line with bank and regulatory policies.
• Ensuring all reports and activities comply with bank requirements in terms of rules, policies and directives that eliminate any audit findings pertaining to established policies, processes and tools to achieve optimal efficiency, compliance and cost containment.
• Handle all other business support initiatives as advised by the Contact Centre Manager / HOD
• To ensure compliance of Customer Service Standards, Contact Centre Operations, all bank processes and procedures by self and team – including Prudential Guidelines, RCSA findings, Internal Audit recommendations; provide constant education and escalation as required. 
• Comply with respective KYC, KYP and KYT procedures and be always alert to unusual or possibly suspicious activity, and report to Line Manager
• Risk Mitigation - Identifies and investigates possible operational risks involving all interactions (phone, email, social media etc.).

Learning and Growth - 15%

• Design Customer Experience training modules based on need analysis.
• Manage personal learning and development against personal development plan.
• Identify and support CC coaching training needs. 
• Work with contact center manager to design and implement effective contact center onboarding and training programs. 
• Coordination of Team IDPs and Training needs assessment and tracking compliance for team for laid down training plans. 
• Coordinates with training staff on processes and procedural changes and developments as required.

KEY RELATIONSHIPS: 

Customers of this Position

• Internal Customers
• Contact centre officers / supervisors.
• Branches 
• All departments of the bank.

KEY SKILLS AND COMPETENCIES:

Knowledge: Skills and Experience required for this Role

•  Bachelor’s degree in any discipline with a minimum of second-class honors upper division or equivalent
• Minimum 4-5 years’ experience in a contact center environment 
• Proficient use of MS Office applications and advanced knowledge of MS Excel and statistical packages 
• Certification in Quality Assurance an additional advantage
• Quality Assurance experience additional advantage 
• Good Communication Skills (written and verbal) 
• Thorough understanding of contact center practices and procedures
• Knowledge of Industry standards
• Work Force planning experience is highly desirable.
• Strong ability to multitask in a fast-paced changing environment. 
• Customer service management processes and procedures. 
• Excellent analytical and written communication skills 
• Report writing and presentation skills. 
• Good understanding of QA with coaching skills and abilities 
• Excellent interpersonal skills 
• Ability to communicate confidently and effectively.

Competencies required for this Role.

• Leadership and Self-Management 
• Excellent problem solving and analytical skills.
• Contact center knowledge and effective application of all relevant banking processes, policies and procedures. 
• Planning and organizing skills for effective planning and execution of tasks and projects within timelines. 
• Coaching and training
• Ability to work independently, self-directed and solutions oriented. 
• Reporting and Attention to details Delivering Results and Meeting Customer Expectations 
• Excellent written and oral communication skills 
• Quality orientation Entrepreneurial and Commercial Thinking 
• Excellent interpersonal skills 
• Customer focused and customer centric. 
• Planning and Organizing Analytical Skills

Job Purpose

Responsible for budget planning & control, supports the executive management by providing comprehensive, in-depth and timely analytical financial reports that will allow them to make the informed decisions.

Key Responsibilities

• Financial/Performance Reporting and Consolidation (60%)
• Preparation of the daily, weekly and monthly management accounts in accordance with the generally accepted accounting standards (IFRS) and prudential guidelines
• Provide comprehensive, in-depth and timely analytical support to the organization through developing financial reports and presentations
• Ensure value added reporting to the board and executive to provide insightful analysis for management decision-making Assist in preparation of group and internal reports while ensuring adherence to timeliness and accuracy.
• Preparation of branch management accounts and branch analysis.
• Taking initiative to engage branches on their performance and analytical review
• Preparation of FTP and Cost allocation.
• Assist in the preparation of Board pack, ALCO pack, EXCO Pack and ad hoc presentations/reports depending on the management’s needs.
•  Daily and monthly preparation of key ratios (cost of funds, yield on assets and cost of income) and other financial ratios (gross loans to customer deposits, liquidity, non-funded to total income) and advising on the right mix
• Providing advice to branches on areas of improvement and low hanging fruits.
• Analyzing market trends and competitors through bank barometers.

Budgeting, Target Setting, Monitoring and Cost Management (20%)

• Prepare annual budget/ 3 year projections
• Ensure timely preparation of the budget calendar
• Develop budget by; Business Unit, Department and Branch
• Obtain board approval
• Set targets/objectives in accordance with the bank’s strategy
• Cascade the targets across the organization
• Reviewing, monitoring and managing budgets

External and Internal Audit Management(10%)

• Attending to auditors request to ensure a smooth audit exercise. (Internal and Statutory Audits).
• Preparation of the segment reports for inclusion in the audited financial statements.
• Preparation of Financial Risk Analysis reports
• Quality checks of the Audited financial statements to ensure that it is in line with the IFRS requirements.

Regulatory Reporting (10%)

• Assist on regulatory reporting.
• Continuous ratios monitoring and simulations
•  Always alert on new developments on CBK prudential guidelines, IFRS IAS and SEG guidelines.
• Assist to accurately and timely rendition of mid-month, monthly, quarterly, annual regulatory bank returns
• Liaising with regulators during on-site and off-site examination of the Bank

Knowledge; Skills and Experience required for this Role

• Good knowledge and application of International Financial Reporting Standards (IFRS)
• Knowledge of financial accounting, budgeting, control, and reporting principles, methods, techniques, and standards as applied within the company’s business environment.
• Good knowledge of CBK prudential guidelines, Kenyan tax laws and cross border tax laws.
• Proficiency in the use of personal computers and related applications such as MS Office, Advanced excel, PowerPoint, and information systems used in financial and/or accounting applications particularly those used to quantify and illustrate complex financial reports, comparisons, impacts, and/or projections.
• Ability to work in a highly demanding environment with time pressures and managing multiple tasks.
• Minimum of 5 years work experience in the Banking industry.
• Bachelor’s degree in either accounting, finance or economics from a recognized University
• Professional qualification in CPA or ACCA.

Competencies required for this Role

• Adhering to principles and values
• Well organized and keen to details.
• Good communication and presentation skills
• Good interpersonal skills, positive attitude and team player.
•  Delivering Results and Meeting Customer/stakeholder expectations
• Discretion when dealing with confidential information