JOB PURPOSE

To provide Portfolio management support to the bank in compliance with the bank’s credit policy and the regulator’s prudential guidelines. Analysis of the banks credit portfolio and preparation of daily and Monthly management dashboard, Statutory reports and advising the management of early warning signs.

KEY RESPONSIBILTIES


Portfolio analysis and monitoring
Statutory... Compliance
Customer experience


MAIN ACTIVITIES

Portfolio Management


To ensure timely preparation and submission of management reports i.e. Daily portfolio reports, monthly reports
To ensure timely preparation and submission of credit performance report i.e. Weekly and monthly credit related performance both individual performance reports and departmental performance.
To ensure timely preparation and submission of CBK statutory reports both monthly and quarterly reports
To ensure timely preparation and submission of reports to financial partners DFIs both monthly and quarterly reports
To ensure risk classification is consistent with the stipulations of the bank’s credit policy and CBK prudential guidelines and action is taken on those accounts that are showing signs of deterioration.
To ensure timely preparation and submission of IFRS 9   provisions in line with IFRS reporting standard and guideline
To ensure timely preparation and updating of IFRS 9   model and LGDS & PDs in line with the IFRS guideline
Review of sector exposures to ensure compliance to set banks limits by ensuring optimal profitability of the bank.
To undertake daily and monthly update of CRB data in line with the CRB regulations
To ensure all insider lending and top borrower’s documentation are in place and up to date.
To ensure monthly review and computation of risk base pricing and advising the management on a change
To Analyze loan portfolio performance to identify trends and opportunities.
To Developing and implementing strategies to improve portfolio performance.
To Drive automation and continuous improvement of existing processes
To Coordinating all audit reviews being undertaken in credit department both internal and external
To ensure that the data keyed in the system on all aspects of credit facilities is valid and correctly done to avoid income leakage and future litigation. i.e Interest rates, loan tenors and facilitycollaterals
To identify and report any system and application shortcomings in supporting the loan products both CQ and T24


ACADEMIC BACKGROUND

University Degree:


Bachelor of Science in Actuarial Science
Bachelor of Science in Statistics/Mathematics
Bachelor of commerce (Finance or Accounting) or other relevant Business Degree


WORK EXPERIENCE


5 years’ experience in banking operations, with sound exposure to credit or lending and Credit monitoring.
Professional Banking qualification (ACIB) or Credit Administration/Credit Monitoring will be an added advantage
Proven track record of consistently exceeding set targets.
Versatility, flexibility, passion and commitment to quality service delivery.
Good understanding of SIDIAN Credit risk policy.


SKILLS & COMPETENCIES


High level of integrity with proven work record
Experience in Ms Office packages especially Excel for analysis and reconciliation.
Good understanding of CBK regulatory framework and IFRS 9 financial standards.
Highly effective communicator with excellent interpersonal and motivational skills.
Solid performance management and motivational skills.
Excellent relationship building and stakeholder management skills.
Strong planning, analytical, decision-making, lateral thinking and project management skills more

JOB PURPOSE

The purpose of the role is to closely monitor and collect from allocated monitoring portfolio PAR (1-90 days) i.e. Normal & Watch category) within all sectors of the Bank and strategizing for returning the accounts to performing status or and reducing slippages/attrition to NPL.

KEY RESPONSIBILTIES


Debt Collection
Customer Experience 
Risk & Compliance


MAIN... ACTIVITIES

Debt Collection


To proactively identify delinquent accounts (1-90days) and promptly rectify the default to ensure minimal attrition to Non-performing Category.
Ensure cure rate (Arrears collections) of 95%(Minimum).
Ensure roll rate (Attrition) of 5% maximum.
Ensure that demand letters as per the payment diary are generated and dispatched within 2-days and the respective telephone follow ups made.
Issue pre-listing notices when the facilities are 60 days in arrears.
Track and document early detection of problem accounts and ensure that they are escalated and acted upon as per Collections Strategy.
Strictly monitor payment arrangements to ensure compliance and escalate hardcore cases to the next level.
Promptly attend to customers’ requests and queries either through call backs, faxing or mailing requested documents.
Provisions not to exceed set budget through proactive management of overdue facilities.
Implement Credit monitoring policies. i.e. exercise the enforcement process of recovering debts through constant calling, sending of SMS’s, demand letters & emails, issuance of notices and ensure that no losses are incurred in terms of Credit Monitoring in conjunction with Legal department


Customer Experience


Giving customers information relating to the balances and general   account status information to facilitate payments and Provide feedback concerning customer payment behavior to management.
Prompt calling of customers using the payment diaries produced on a daily basis. Generally manage and control all matters relating to delinquency.
Minimizing customer complaints and ensure all customer complaints are closed within the reporting period.
Giving customer feedback on time. This involves activities like sending client’s statements as per their request and responding to any queries that they may have.
Encouraging customers to take up more loans and open up business accounts as a means of income generation to the bank.


Risk & Compliance


Ensure screening of clients to avoid disbursing facilities to customers with ML/TF/PF links.
Check for sources of funds on loan repayment and escalate any suspicious or undeclared source to Compliance Unit.
Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
Attend training and maintain knowledge of and comply with all bank policies and procedures including Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules and regulations.
Participate or undertake Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing bank programs on a regular basis e.g. taking attestations, self-assessment tests, filling in compliance questionnaires as required
Comply and not to knowingly participate or assist in any violation of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or internal policies, procedure and guidelines.
Report suspected money laundering cases to their respective heads of units or to the Money Laundering Reporting Officer as soon as such incidents occur immediately with a clear basis of suspicion.


ACADEMIC BACKGROUND


University Degree in Bachelor of commerce (Finance or Accounting) or other relevant Business Degree


WORK EXPERIENCE


At least five (5) years’ experience in banking operations, with sound exposure to credit or lending and Credit monitoring.
Professional Banking qualification (ACIB) or Credit Administration/Credit Monitoring will be an added advantage
Proven track record of consistently exceeding set targets.
Versatility, flexibility, passion and commitment to quality service delivery.
Knowledge in legislation relating to perfection of securities and requirements by regulating bodies.
Good understanding of SIDIAN Credit risk policy.


SKILLS & COMPETENCIES


Experience in Ms Office packages especially Excel for analysis and reconciliation.
Good understanding of CBK regulatory framework and pertinent regulations impacting borrowing customers.
Highly effective communicator with excellent interpersonal and motivational skills.
Solid performance management and motivational skills.
Excellent relationship building and stakeholder management skills.
Strong planning, analytical, decision-making, lateral thinking and project management skills. more

JOB PURPOSE

The job holder will be responsible for managing and deputize in recovering from the allocated Non-performing (NPLS) portfolio within all sectors of the Bank and strategizing for returning the accounts to performing status, full recovery or exit. In addition to this, the role-holder will undertake any other duty as assigned by the Manager – Debt Recovery.

KEY RESPONSIBILITIES AND... ACCOUNTABILITIES


Financials
Customer Service
Compliance & Policy Implementation
Personal Leadership & Development
Risk & Compliance


MAIN ACTIVITIES

Financials:


To proactively manage assigned portfolio and provide leadership to the team on debt collection and recovery work in identifying and promptly arresting default and thereby restrict monthly provisions within acceptable levels
Provisions not to exceed set budget through proactive management of overdue accounts.
Review proposals for Restructuring, rescheduling and re-aging of distressed accounts in the loan portfolio
Prepare reports to aid the team’s effort in daily collections and write Back to P&L.
Track and document early detection of problem accounts and ensure that they are escalated and acted upon as per Collections Strategy
Timely follow-up with Legal and other external agents on accounts to ensure efficient and effective collections and or repossession/Auction.
Promptly attend to internal and external customer’s requests and queries either through call backs, faxing or mailing requested documents.
Clean up of the Debt book by making relevant recommendations for approval on a continuous basis.


Customer Service:


Exceed external and internal customer expectation
Provide leadership and mentor new members of the team to ensure gives customers information relating to the balance and general   account status information to facilitate payments and provide feedback concerning customer payment behavior.
Minimizing customer complaints and ensure all customer complaints are closed within the reporting period.
Giving customer feedback on time. This involves activities like sending client’s statements as per their request and responding to any queries that they may have.
Encouraging customers to take up more loans and open up business accounts as a means of income generation to the bank


Personal Leadership & Development:


Manage self by showing drive and motivation, an ability to self-reflect and a commitment to learning.
Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect.
Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT).
Work Collaboratively Collaborate with others and value their contribution.
Deliver Results: Achieve results through the efficient use of resources and a commitment to quality outcomes.
Think and solve problems, analyze and consider the broader context to develop practical.
Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.


Risk & Compliance:


Check for sources of funds on loan repayment and escalate any suspicious or undeclared source to Compliance Unit.
Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
Attend training and maintain knowledge of and comply with all bank policies and procedures including Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules and regulations.
Participate or undertake Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing bank programs on a regular basis e.g. taking attestations, self-assessment tests, filling in compliance questionnaires as required
Comply and not to knowingly participate or assist in any violation of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or internal policies, procedure and guidelines.
Report suspected money laundering cases to their respective heads of units or to the Money Laundering Reporting Officer as soon as such incidents occur immediately with a clear basis of suspicion  
Avoid Misrepresentation and Malicious Reporting – knowingly making a false, fictitious or fraudulent representation e.g. statement, report, document.
Avoid Tipping Off customers being investigated so as not to knowingly prejudice an investigation by disclosing information.
Not provide advice or other assistance to individuals who attempt to violate or avoid Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or corporate policies.
Respond to all AML/CFT/CPF queries when requested by Compliance Unit to allow the bank to comply with the requirements of The Anti-Money Laundering and Combating Financing of Terrorism Amendment Act
Co – operate fully with regulators and law enforcement agents and make available required documents and information.


DECISION MAKING AUTHORITY

Directly reports to the Manager Debt Recovery

ACADEMIC BACKGROUND


Bachelor’s Degree in Business studies or Economics from a recognized university.


WORK EXPERIENCE

Minimum of three (3) years’ experience debt collections and recoveries


Professional Banking qualification (CPAK) or Debt Collection will be an added advantage
5 years’ experience in banking operations, with sound exposure to credit or lending and debt collection.
Proven track record of consistently exceeding set targets.
Excellent people management skills
Versatility, flexibility, passion and commitment to quality service delivery
Knowledge in legislation relating to perfection of securities and requirements by regulating bodies.
Good understanding of SIDIAN BANK Credit risk policy and Debt recovery Manual.


SKILLS & COMPETENCIES


Technical Competencies
Analytical and structuring
Action orientation
Stakeholder engagement
Commercial awareness
Risk management


Behavioral Competencies


Planning and Organizing
Decisiveness
Interpersonal skills
Negotiation and influencing
Communication and presentation


PROFESSIONAL CERTIFICATION


Professional Banking qualification will be an added advantage. more

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY... RESPONSIBILTIES 


Branch strategic input and planning
Business Growth & Development
Marketing & Brand Management
Relationship Management & Customer experience
Branch Operations
Personal Leadership & Development
Risk & Compliance


Branch Strategic input and planning:


Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
Prepares a personal action plan that contributes to the overall branch budget.


Business Growth & Development:


Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
Develop a new customer base by expanding markets and cross selling the bank products.
Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
Leverage position as a trusted advisor to the customers to proactively manage PAR.
Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable


Marketing & Brand Management


Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 


Relationship Management & Customer Experience


Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
Achieve the required minimum client visits and customer engagement forums per year.
Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis


Branch Operations:


Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.


Personal Leadership & Development:


Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
Responsible for identifying personal career path in the bank. 
Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.


Risk & Compliance:


Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.


DECISION MAKING AUTHORITY


Customer onboarding as per policy.
Portfolio management as per policy.
Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
KYC compliance as per policy.


ACADEMIC BACKGROUND


University degree or above in a relevant business discipline e.g. business administration or finance.


WORK EXPERIENCE


At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.
Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
Strong leadership, marketing, sales and management skills.
Highly effective communicator with excellent interpersonal and motivational skills.
Solid performance management and motivational skills.
Excellent relationship building and stakeholder management skills.
Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills


PROFESSIONAL CERTIFICATION


Diploma in Banking – AKIB (added advantage) more

JOB PURPOSE

The role of an Enterprise and Infrastructure officer is to oversee and manage an organization’s network and IT infrastructure to ensure that it functions smoothly, securely, and efficiently. This role is essential for maintaining the technological backbone of an organization and ensuring that all employees have the necessary tools and resources to carry out their work... effectively.

KEY RESPONSIBILTIES 


Network Planning and Setup
Network Management
Network Integration
Network Security
Business Continuity Planning 
Outsourced Support Services 


MAIN ACTIVITIES

Network Planning and Setup


Design, implement and maintain the organization’s network infrastructure, including routers, switches, firewalls, and wireless access points to achieve performance and availability targets.
Assess the current infrastructure’s capacity and plan for future growth and scalability. Upgrade or expand the infrastructure as needed to accommodate organizational requirements.
Maintain comprehensive documentation of network and infrastructure configurations, procedures, and policies. Keep records of changes, updates, and configurations.


Network Management


Manage the physical and virtual infrastructure components, including servers, storage, data centers, and cloud resources. This includes the setup, configuration, and maintenance of hardware and software.
Monitor network and infrastructure performance, identify issues, and promptly address them to minimize downtime and disruptions. Troubleshoot network connectivity, hardware, and software problems.
Provide technical support and assistance to end-users and various departments within the organization, addressing their IT-related issues and needs.
Stay up-to-date with emerging technologies, evaluate vendor solutions, and make recommendations for technology adoption or upgrades that can improve efficiency or reduce costs.
Collaborate with other IT professionals, such as system administrators, security experts, and software developers, to ensure a seamless and integrated IT environment.
Provide training and awareness programs to employees on best practices for using the network and infrastructure systems securely and efficiently.


Network Integration


Effectiveness of integration of network strategy / blueprint with the bank’s business direction


Network Security


Implement security measures to protect the network and infrastructure from cyber threats and ensure compliance with industry standards.
Effectiveness of the network security (policy, controls and infrastructure) with regard to protection against exposure to and impact of risks associated with data loss, corruption and/or unauthorized access


Business Continuity Planning 


Develop and maintain disaster recovery plans and backup strategies to ensure data and system integrity in case of failures or disasters.
Provide and execute detailed Disaster recovery plans Network, Servers, and other Office Automation systems.
To design and implement appropriate redundant links where appropriate, cost effective, and necessary. 


Outsourced Support Services 


Supervise the vendors who provide network and infrastructure services to the bank.
Work closely with vendors to ensure an up-to-date inventory of Bank equipment is kept and maintained.
Coordinate and work closely with procurement team to ensure proper storage and disposal of IT equipment after they are declared obsolete.


ACADEMIC BACKGROUND


University degree in Information technology/Computer Science/Electrical Engineering/Telecommunications. Master’s degree would be an added advantage. 


WORK EXPERIENCE

A minimum of three (3) years experience in IT with at least one (1) year of banking experience.

SKILLS & COMPETENCIES


MUST have experience in administrating an enterprise network setup with remote office locations.
Knowledge and experience in modern practices for ICT network infrastructure architecture and operations in medium to large banks to provide guidance on quality improvements and strategic changes.
Technical skills to effectively perform or guide performance of network infrastructure design and operations activities/tasks in a manner that consistently produce high quality of service.
A willingness to adapt to changing technology, security threats, and business requirements, as IT environments are constantly evolving.
Strong knowledge of network security practices, including firewall configurations, intrusion detection and prevention, encryption, and vulnerability assessment.


PROFESSIONAL CERTIFICATION


Training and certification in ICT Service Management e.g. ITIL, Enterprise Operating System administration e.g. MCSE, Network related certification e.g. CCNA, Security related certification etc. more

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY... RESPONSIBILTIES 


Branch strategic input and planning
Business Growth & Development
Marketing & Brand Management
Relationship Management & Customer experience
Branch Operations
Personal Leadership & Development
Risk & Compliance


Branch Strategic input and planning:


Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
Prepares a personal action plan that contributes to the overall branch budget.


Business Growth & Development:


Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
Develop a new customer base by expanding markets and cross selling the bank products.
Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
Leverage position as a trusted advisor to the customers to proactively manage PAR.
Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable


Marketing & Brand Management


Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 


Relationship Management & Customer Experience


Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
Achieve the required minimum client visits and customer engagement forums per year.
Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis


Branch Operations:


Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.


Personal Leadership & Development:


Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
Responsible for identifying personal career path in the bank. 
Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.


Risk & Compliance:


Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.


DECISION MAKING AUTHORITY


Customer onboarding as per policy.
Portfolio management as per policy.
Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
KYC compliance as per policy.


ACADEMIC BACKGROUND


University degree or above in a relevant business discipline e.g. business administration or finance.


WORK EXPERIENCE


At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.


SKILLS & COMPETENCIES


Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
Strong leadership, marketing, sales and management skills.
Highly effective communicator with excellent interpersonal and motivational skills.
Solid performance management and motivational skills.
Excellent relationship building and stakeholder management skills.
Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.


PROFESSIONAL CERTIFICATION


Diploma in Banking – AKIB (added advantage) more

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY... RESPONSIBILTIES 


Branch strategic input and planning
Business Growth & Development
Marketing & Brand Management
Relationship Management & Customer experience
Branch Operations
Personal Leadership & Development
Risk & Compliance


Branch Strategic input and planning:


Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
Prepares a personal action plan that contributes to the overall branch budget.


Business Growth & Development:


Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
Develop a new customer base by expanding markets and cross selling the bank products.
Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
Leverage position as a trusted advisor to the customers to proactively manage PAR.
Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable


Marketing & Brand Management


Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 


Relationship Management & Customer Experience


Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
Achieve the required minimum client visits and customer engagement forums per year.
Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis


Branch Operations:


Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.


Personal Leadership & Development:


Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
Responsible for identifying personal career path in the bank. 
Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.


Risk & Compliance:


Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.


DECISION MAKING AUTHORITY


Customer onboarding as per policy.
Portfolio management as per policy.
Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
KYC compliance as per policy.


ACADEMIC BACKGROUND


University degree or above in a relevant business discipline e.g. business administration or finance.


WORK EXPERIENCE


At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.


SKILLS & COMPETENCIES


Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
Strong leadership, marketing, sales and management skills.
Highly effective communicator with excellent interpersonal and motivational skills.
Solid performance management and motivational skills.
Excellent relationship building and stakeholder management skills.
Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.


PROFESSIONAL CERTIFICATION


Diploma in Banking – AKIB (added advantage) more

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY... RESPONSIBILTIES 


Branch strategic input and planning
Business Growth & Development
Marketing & Brand Management
Relationship Management & Customer experience
Branch Operations
Personal Leadership & Development
Risk & Compliance


Branch Strategic input and planning:


Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
Prepares a personal action plan that contributes to the overall branch budget.


Business Growth & Development:


Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
Develop a new customer base by expanding markets and cross selling the bank products.
Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
Leverage position as a trusted advisor to the customers to proactively manage PAR.
Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable


Marketing & Brand Management


Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 


Relationship Management & Customer Experience


Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
Achieve the required minimum client visits and customer engagement forums per year.
Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis


Branch Operations:


Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.


Personal Leadership & Development:


Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
Responsible for identifying personal career path in the bank. 
Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.


Risk & Compliance:


Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.


DECISION MAKING AUTHORITY


Customer onboarding as per policy.
Portfolio management as per policy.
Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
KYC compliance as per policy.


ACADEMIC BACKGROUND


University degree or above in a relevant business discipline e.g. business administration or finance.


WORK EXPERIENCE


At least 4 years’ experience in retail banking and/or commercial banking including a minimum of 2 years sales experience.


SKILLS & COMPETENCIES


Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
Strong leadership, marketing, sales and management skills.
Highly effective communicator with excellent interpersonal and motivational skills.
Solid performance management and motivational skills.
Excellent relationship building and stakeholder management skills.
Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.


PROFESSIONAL CERTIFICATION


Diploma in Banking – AKIB (added advantage) more

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer... service given the Bank’s branch staffing model; and adherence to policies and procedures. 

KEY RESPONSIBILTIES 


Branch strategic input and planning
Business Growth & Development
Marketing & Brand Management
Relationship Management & Customer experience
Branch Operations
Leadership & People Management
Risk & Compliance


MAIN RESPONSIBILTIES 

Branch Strategic input and planning:


Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.


Business Growth &  Development:


Full responsibility for all product lines and all sales and business development for entire branch business.
Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.


Marketing & Brand Management:


Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
Ensure that merchandising materials are displayed in accordance with guidelines. 
Brief staff on promotional and product launches; provide regular feedback on sales performance. 
Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 


Relationship Management & Customer Experience:


Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
Manage key branch relationships.
Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
Ensuring no escalations at branch and complaint handling.
Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.


Branch Operations:


Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
Ensures adequate cash levels to support operations.
Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
Adhere to standardized branch guidelines.
Ensure availability of necessary infrastructure in branch.
Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.


Leadership & Management:


With the support of the HR Business Partner, the Branch Manager has the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
Responsible for identifying and developing career path opportunities for staff. 
Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
Responsible  for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and  will be held accountable for lapses in the branch 
Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
Manage performance /disciplinary issues/grievances for staff. 
Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.


Risk & Compliance


To ensure implementation and compliance with operational policies and procedures at the branch and maintain a culture within the branch that emphasizes and demonstrates the importance of internal control to all staff.
Ensure compliance with agreed limits of authority and levels of access to systems and information.
Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. Any such inconsistent activities or transactions must be investigated and reported to the compliance function immediately with a clear basis of suspicion. 
Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts escalated by the branch staff. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
Ensure that all staff within the branch are trained and have an Up to Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
Identify major risks affecting the branch and ensure necessary steps are taken to measure, monitor, and control structure with control activities defined at each level and duties properly segregated.
Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks
Identify any high – risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high- risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
Ensure that all staff within the branch are trained and have an Up To Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
Examine and ensure that relevant bank documents, records, procedures and systems are followed and comply with the established policies, procedures, and authority limits, including AML/CFT/CPF.
Track previously identified deficiencies and ensure management corrects them within established timelines
Assess the adequacy of recordkeeping and record-retention processes
Assure compliance by the bank to statutory and regulatory obligations in respect of money laundering/terrorism financing/proliferation financing policies, procedures and controls.


DECISION MAKING AUTHORITY


Empowered to make managerial decisions.
Approval on lending discretion as per lending policy.
Approval of new accounts opened in the branch.
Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
Discretion on resource allocation within the branches under approved headcount for optimum productivity.
Approval of staff leave.


ACADEMIC BACKGROUND


University degree or above in a relevant business discipline e.g. business administration or finance.
Master degree will be an added advantage.


WORK EXPERIENCE


Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years  should be at a management role.


SKILLS & COMPETENCIES


Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
Strong leadership, marketing, sales and management skills.
Highly effective communicator with excellent interpersonal and motivational skills.
Solid performance management and motivational skills.
Excellent relationship building and stakeholder management skills.
Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.


PROFESSIONAL CERTIFICATION


Diploma in Banking – AKIB (added advantage) more

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY... RESPONSIBILTIES 


Branch strategic input and planning
Business Growth & Development
Marketing & Brand Management
Relationship Management & Customer experience
Branch Operations
Personal Leadership & Development
Risk & Compliance


Branch Strategic input and planning:


Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
Prepares a personal action plan that contributes to the overall branch budget.


Business Growth & Development:


Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
Develop a new customer base by expanding markets and cross selling the bank products.
Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
Leverage position as a trusted advisor to the customers to proactively manage PAR.
Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable


Marketing & Brand Management


Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 


Relationship Management & Customer Experience


Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
Achieve the required minimum client visits and customer engagement forums per year.
Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis


Branch Operations:


Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.


Personal Leadership & Development:


Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
Responsible for identifying personal career path in the bank. 
Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.


Risk & Compliance:


Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.


DECISION MAKING AUTHORITY


Customer onboarding as per policy.
Portfolio management as per policy.
Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
KYC compliance as per policy.


ACADEMIC BACKGROUND


University degree or above in a relevant business discipline e.g. business administration or finance.


WORK EXPERIENCE


At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.


SKILLS & COMPETENCIES


Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
Strong leadership, marketing, sales and management skills.
Highly effective communicator with excellent interpersonal and motivational skills.
Solid performance management and motivational skills.
Excellent relationship building and stakeholder management skills.
Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.


PROFESSIONAL CERTIFICATION


Diploma in Banking – AKIB (added advantage) more