Manager Service Quality And Compliance job at KCB Bank

KEY RESPONSIBILITIES:

Operational efficiency:

• Ensure adherence to policies, processes, procedures as per documented operating standards (SOPs & Operations Manual) including compliance with AML/KYC guidelines.
• Ensure effective and timely resolution of all operational audit issues at the branch.
• Prepare and submit all operational reports as required, including the daily cash register, end of month reports and ensure timely reporting of suspicious transactions.
• Ensure Branch risk registers & KRIs are up to date, and event/loss incidents are maintained/reported as per stipulated timelines.

Service quality:

To offer customer satisfaction through operational effectiveness, efficiencies and acceptable turnaround time on all transactions.

Timely customer complaint resolution so as to ensure seamless customer experience.

Branch administration:

• Provide an administrative support role to the Branch Manager.
• Motivate, coach and develop a high performing team.
• Ensure that Branch service providers are properly introduced, verified and monitored.
• Ensure Business Continuity and optimal resource allocation/utilization.

Business growth:

Generate leads from Back Office transactions to support Business growth.

ESSENTIAL SKILLS REQUIRED

• A university degree in relevant business discipline, any professional Qualification in General Banking is an added advantage.
• At least 2 years’ experience in Teller, customer service, Back office and sales.
• Section Head/MLA at least 3 years
• Strong people management skills and thorough knowledge of banking products and services, including wider understanding of the general consumer banking universe.
• Leadership capacity, including strong communications, negotiations, and interpersonal skills, with the ability to motivate staff.
• Strong communications, negotiations, and interpersonal skills.
• Passion for Performance.
• Self - Drive, Flexibility, Focus and attention to detail.
• Focus and attention to detail.

Open to New Ideas in a rapidly changing Business Environment

• Ensure adherence to policies, processes, procedures as per documented operating standards (SOPs & Operations Manual) including compliance with AML/KYC guidelines.
• Ensure effective and timely resolution of all operational audit issues at the branch.
• Prepare and submit all operational reports as required, including the daily cash register, end of month reports and ensure timely reporting of suspicious transactions.
• Ensure Branch risk registers & KRIs are up to date, and event/loss incidents are maintained/reported as per stipulated timelines.
• To offer customer satisfaction through operational effectiveness, efficiencies and acceptable turnaround time on all transactions.
• Timely customer complaint resolution so as to ensure seamless customer experience.
• Provide an administrative support role to the Branch Manager.
• Motivate, coach and develop a high performing team.
• Ensure that Branch service providers are properly introduced, verified and monitored.
• Ensure Business Continuity and optimal resource allocation/utilization.
• Generate leads from Back Office transactions to support Business growth.

• Strong people management skills
• Thorough knowledge of banking products and services
• Wider understanding of the general consumer banking universe
• Leadership capacity
• Strong communications skills
• Negotiations skills
• Interpersonal skills
• Ability to motivate staff
• Passion for Performance
• Self - Drive
• Flexibility
• Focus
• Attention to detail
• Open to New Ideas in a rapidly changing Business Environment

• A university degree in relevant business discipline
• Any professional Qualification in General Banking is an added advantage.