In line with enhancing career progression of staff and to support business growth, we seek to recruit a qualified, experienced, self-driven, highly motivated and passionate candidate to fill the following position in Operations Department
Contents
Senior Manager, Central Operations/Branch Support–()
Description
In line with enhancing career progression of staff and to support business growth, we seek to recruit a qualified, experienced, self-driven, highly motivated and passionate candidate to fill the following position in Operations Department
Accountability 1 Head Office Operations Support –Time Split (70%)
- Deputizing the GM – Central Operations in the day to day running of the H/O Operations Department to ensure smooth operations.
- Constantly looking for ways of improving efficiency at the Branch and Head Office operations by close liaison with branches and other Bank’s Departments.
- Handing escalations coming from the various sections under H/O Operations Department.
- Providing support to HO Operations Department staff to ensure a good working environment.
- Reviewing and assisting with H/O Operations’ staff appraisals.
- Handling any staff issues escalated by HO Operations section Heads as well as Branch management.
- Review and approve System Rights requests from branch users.
- Working closely with the I.T. department to raise Change Requests to ensure necessary system changes are effected to support the Bank’s operations.
- Review and comment on investigation reports by Security Department touching on Operations.
- Identify any weaknesses and loopholes highlighted in investigation reports, recommend appropriate action and follow up to ensure closure.
- Representing the Operations Department in HR Disciplinary Hearings where Operations staff are involved.
- Representing the Operations Department in HR interviews for new recruits and internal promotions.
- Representing the Operations Department in HO Projects touching on Branch or HO Operations.
- Representing the Operations Department in HO meetings touching on Branch or HO Operations.
- Liaising with other HO Departments (Security, Legal, IT, Procurement, Admin, Finance, Audit, Risk, Compliance etc) on matters touching on Branch or HO Operations.
- Handling issues raised by customers who visit HO Operations office at Equity Centre.
- Handling customer issues touching on Operations and coming through Customer Service department.
- Handling customer issues touching on Operations and escalated by branches.
- Handling issues raised in Internal Audit and as well as Compliance Reports touching on HO Central Operations Department.
- Oversight of Cash Management unit and ensure adherence to CBK guidelines.
Accountability 2 Branch and Customer Support – Time Split (25%)
- Active follow up on branch paint points that hinder service delivery e.g. poor network, power failure etc.
- Engaging with customers who visit H-O on referral from branches or on their own volition.
- Handling customer issues touching on Operations and coming through the Customer Service department.
- Supporting other Bank Subsidiaries on Operations issues coming through the Director’s office.
Accountability 3 Cross Selling -Time Split (5%)
- Identify potential sales leads and referring any new leads to branch for follow up and sale closure.
- Offering support to branches to close on business deals whenever requested.
- Perform any other duties as assigned from time to time by the GM – Central Operations
Qualifications
- Administration skills;
- Excellent numeric skills including meticulous attention to detail;
- Excellent computer skills;
- Listening and questioning skills;
- Excellent customer interaction skills;
- Vast experience in the Bank’s operating systems.
KNOWLEDGE AND EXPERTISE
Essential
- Development of management and exemption reports;
- Strategy formulation skills;
- High level competency in spreadsheets and other office packages;
- Expertise in customer handling and customer dispute resolution;
EXPERIENCE & QUALIFICATIONS
Essential
- University degree or equivalent with a minimum of 8 years’ experience in operations with 4 or more years in a managerial function;
- In-depth knowledge of the Bank’s Polices & Procedures and Guidelines;
- Ability to interact and communicate well with colleagues;
- Able to operate in a high-pressure environment;
- Compliance to Regulatory rules governing local and international banking practices.
- Must have a consistent performance rating of 3 and above in the last 2 years.
TRAINING REQUIREMENT SPECIFIC TO THE ROLE
Essential
- Administration skills;
- Coaching and Mentoring;
- Reporting skills;
- Customer Service;
- Performance Management training;
- People Management skills;
- Know Your Customer/Suspicious Transaction Monitoring/Anti-Money Laundering;
- Fraud Prevention;
- PC Skills including Keyboard skills;
- Business growth tactics.
