Internship

Apprenticeship Opportunity Open At Equity Bank

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

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.

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