Regional Branch Operations Manager Job at SBM Bank… See details on how to apply for the opportunities available at SBM Bank.
Descriptions;
SBM, a growing international financial institution in Africa, provides a wide range of corporate and commercial banking solutions to its clients. Kenya will operate as a gateway to Africa for SBM. SBM Bank (Kenya) Limited shall focus its activities on products and services for corporates and SMEs.
RESPONSIBILITIES:
Strategy Implementation – 20%
- Participate in the development branch operations strategy aligned to the overall Bank’s operations strategy.
- To develop annual plans for operations support functions in line with the banks strategic objectives.
- Formulate policies and procedures for new products and review the obsolete processes and procedures to support business.
- Reviewing operations within the region and report all events that have risk exposure potential.
- Ensure branches to uphold high operational standards through total compliance to policies and procedures.
- Ensure branches implement the key deliverables in new initiatives relating to branch operations and service delivery.
- Compile and report on all frauds and forgeries in branches in the region within the agreed timelines in accordance to policy.co-ordinate the regional branch network resources and ensure optimum utilization.
- Ensure total implementation of operations policies in the branches and 100% compliance with the same.
- Implement the approved framework for SBM Bank – Branch Operations.
- Formulate policies and procedures for new products and review the obsolete processes and procedures to support business.
- Ensure 100 % compliance in Revenue collection and operational cost management.
Service Delivery – 30%
- Ensure the branch network support by head office units to deliver excellent customer experience and work towards bridging the gaps through improved processes, procedures and service delivery standards.
- Staff training within the region on the impact and responsibilities related to compliance and customer service requirements.
- Ensure assigned branches comply with operations and service delivery procedures, standards and controls in line with the bank policy guidelines.
- Consult with the region to provide feedback and opinions with regard to new projects/processes/initiatives based on various requirements in specific areas and customer needs/feedback.
- Provide customer satisfaction through operational effectiveness, efficiencies and complaints resolution.
- Ensure all branches are adequately staffed and assist in handling grievances and disciplinary cases within the region.
- Initiate and organize meetings for regional branch operations management with a focus to ensure service standardization, collect feedback, address complaints and enhance team work.
- Drive and monitor the branches operations’ setup and performance.
- Ensure implementation and strict adherence of the approved Standard Operating procedure and processes.
- Monitor and ensure strict adherence to Bank SLAs’ and stipulated TAT and ensure to achieve high level of customer satisfaction as per the Bank’s customer service standards and guidelines.
- Co-ordinate with Central Operations and other support units to ensure seamless processing and uniform customer experience across all branches.
- Ensure braches have up to date tools and equipment to support seamless operations and service delivery.
- Monitor and ensure system uptime ,more so ATM ,Core banking and other alternate channels and escalate, follow up and ensure resolution as per SLA.
- Drivers of uptake and usage of customer relation management systems (CRM)in branches.
- Ensure timely resolution of CRM cases and advise customer experience on branch operations procedures, train ne staff on CRM.
- Root cause analysis on issues raised across the branches through customer relation management system(CRM).
Compliance – 30%
- Ensure Zero non-compliance to banks processes and procedures across the branches on all compliance and audit parameters.
- Advise bank management on appropriate action in relation to non-compliance (To address the gaps).
- Ensure Zero Operational Loss.
- Ensure 100% collection of income.
- Ensure review of the transaction journal on a daily basis.
- Coordinate and ensure risks are proactively managed through embedded process of identifying. Assessing. Mitigating. controlling, monitoring and reporting events that have risk exposure potential.
- Ensure all internal accounts are reconciled in a timely manner and in line with the bank policy.
- Maintain focus on ethical conduct in the branch operations at all times in order to safeguard and enhance the banks reputation for integrity transparency and accountability.
- Ensure compliance to anti-money laundering policies and procedures as guided by the operations and AML/KYC guidelines.
- Conduct branch compliance assessments on a monthly basis.
- Branch surprise checks and reviews to ensure continuous adherence to bank policies and procedures.
- Develop and Review branch risk self-assessment tools, monitor and ensure closure of risk exposure raised.
- Advise to management on emerging threats and risks for corrective action or possible actions to mitigate this.
- Thorough the branch management ensure adherence to policies and processes and procedures to enhance internal controls to reduce fraud and forgeries on day to day basis.
- Prepare and submit required management reports in a prompt manner.
- Coordinate collation and submission of ad hoc reports to Senior Management.
- Ensure branch opening and closure is done as per the set guidelines.
- Ensure safe keeping of bank documents, through development and implementation of document archival and retrieval process.
People Management – 20%
- Manage and supervise the Service Delivery Managers.
- Set performance objectives for branch operations staff.
- Monitor performance and appraise operations in tie with the set objectives.
- Manage non performing staff through performance improvement programme and make recommendations to senior management and HR on appropriate action.
- Identify top talent and create a talent pool.
- Advise HR on optimal staff requirements based on specific branch needs.
- Manage Staff Rotation.
- Develop a training curriculum for branch operations staff i.e. tellers, senior operations officers, service delivery managers and customer service teams. Ensure continuous and refresher training for branch staff both classroom and online.
- Develop all branch operations staff through on the job training and coaching.
- Motivate branch operations staff to achieve high levels of performance.
- Review all disciplinary issues and in liaison with branch management make appropriate recommendations to HR to ensure effective fair and timely disciplinary resolutions.
- In liaison with training managers ensure to undertake quality assurance on implementation of training.
- Ensure staff work place is safe and work with the relevant departments to address any concerns raised.
REQUIREMENTS
Other Skills and Competencies
- Planning and Organizing.
- Deciding and Initiating Action.
- Leading and Supervising.
- Adhering to Principles and Values.
- Analyzing.
- Delivering Results and Meeting Customer Expectations.
- Following Instructions and Procedures.
- Coping with Pressures and Setback.
Supervision required in the job, if applicable:
- Plans the work of subordinates
- Assigns work to subordinates
- Monitors reportees work performance
- Appraises/evaluates reportees performance
- Developing processes that support changing customer needs and advancement in technology.
- Staff redeployment, matching skills with available job opportunities and roles for high staff productivity.
- Staff performance appraisal.
- Monitor and queries/feedback raised on Customer relationship management system(CRM).
Contacts and Relationships
Internal Contacts (e.g: other jobs within the organization etc):
- Branch Managers
- Customer Experience advisors in the region
- Business Development staff in the region
- Central office support Staff;HR ,Finance,IT,Treasury,Payments ,Clearing,Cash Centre
- Compliace, Risk & Audit
External Contacts (e.g: suppliers, contractors, industry stakeholders etc):
- Security-G4S Security team
- Archival Team-Metrofile