Manager Service Quality & Compliance KCB Group

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.

DAILY RESPONSIBILITIES:
• Ensure that all branch internal/suspense and expense accounts are reconciled, and items resolved at all times as guided by reconciliation procedures.
• Ensure adherence to all defined authorization and/or cash holding limits as well as other communicated limits within the branch.
• Perform custodial duties as stipulated by Standard Operating Procedures.
• Ensure authorization of customer transactions and collection of all revenue due to the Bank.
• Ensure timely call over of all branch transaction reports and immediate corrections of errors.
• Ensure adequate security of Bank’s assets, premises and staff. Maintain an updated asset register at all times.
• Ensure proper cash management within the branch and maintain sufficient cash reserves within approved limits for daily transactions.

Requirements:
• 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 and Open to New Ideas in a rapidly changing Business Environment.