Regional Branch Operations Manager - Nairobi at SBM Bank in Nairobi, Kenya

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    Regional Branch Operations Manager - Nairobi

    SBM BankNairobi, Kenya

    Posted

    5 days ago

    Apply by

    30 Sept

    Full Time
    On Site
    Managerial
    Banking, Insurance & Financial Services
    Management & Business Development

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    Job Description

    To ensure the effective implementation and administration of branch operations policy and process framework by implementation of the Banks operations strategy as assigned. The direct compliance of all branch activities with the bank regulations, code of conduct, standards of practice, adherence to internal policies and procedures with the highest standards as well as ensure effective and efficient coordination of the bank's operations processes to deliver excellent customer service while mitigating operational risks.

    Key Responsibilities

    • Participate in the development of the Branch Operations Strategy, ensuring alignment with the Bank's overall Operations Strategy.
    • Develop annual performance plans for the Branch Operations Department in line with the Bank's strategic objectives.
    • Formulate policies and procedures for new products and review obsolete processes and procedures to support business growth and operational efficiency.
    • Review branch operations across the region and report all events with potential operational and risk exposure.
    • Ensure branches to uphold high operational standards through total compliance with policies and procedures.
    • Implement the key deliverables in new initiatives relating to branch operations and service delivery.
    • Compile and report on all frauds and forgeries in branches in the region within the agreed timelines in accordance with policy.
    • Coordinate the regional branch resources and ensure optimum utilization.
    • Ensure 100 % compliance in Revenue collection.
    • Ensure optimal operational cost management in line with the approved limits.
    • Manage statutory and regulatory risk in branch operations.
    • Advise General Manager, Branch operations and top management on key risk, the root causes and proposed course of action.
    • Develop and implement Service Level Agreements SLAs for all customer touchpoints and interactions between branches and Head Office departments.
    • Ensure effective support to the branch network by Head Office units to deliver excellent customer experience, while proactively identifying and addressing service gaps through continuous improvement of processes, procedures, and service delivery standards.
    • Coordinate staff training within the region on compliance requirements, customer service standards, and individual responsibilities in delivering quality customer experiences.
    • Ensure assigned branches comply with operational and service delivery procedures, standards, controls, and Bank policies and guidelines.
    • Drive customer satisfaction through operational effectiveness, efficiency, and timely resolution of customer complaints.
    • Ensure branches are adequately staffed and provide support in the management and resolution of staff grievances and disciplinary cases within the region.
    • Initiate and coordinate regional Branch Operations Management meetings focused on customer experience, gathering feedback, addressing complaints, and strengthening teamwork and collaboration.
    • Monitor and ensure strict adherence to Bank SLAs and stipulated Turnaround Times TATs, with a focus on achieving high levels of customer satisfaction in line with the Bank's customer service standards and guidelines.
    • Ensure branches have adequate and up-to-date tools, equipment, and infrastructure to support seamless operations and effective service delivery.
    • Monitor system uptime across branches, particularly ATMs, Core Banking systems, and other alternative channels, and ensure incidents are escalated, followed up, and resolved within the agreed SLAs.
    • Drive the adoption and effective utilization of digital channels and technology to enhance operational efficiency and customer experience.

    Required Qualifications

    • Bachelor's degree in any discipline.
    • Leading and supervising.
    • Ability to analyze data.
    • Previous experience in performance management and staff training.
    • Able to prepare report for consumption by top management.
    • Minimum 5 years of experience in banking operations and customer service environment.
    • Good Communication Skills written and verbal.
    • Experience in statutory and regulatory management.
    • Proficiency in MS Office applications Excel, PowerPoint, Word.
    • Working knowledge of CBK Prudential Guidelines, the Banking Act, and AML/CFT POCAMLA requirements relevant to branch operations; a banking-related professional qualification e.g. AKIB is an added advantage.

    Job Details

    Job Function

    Management & Business Development

    Minimum Experience

    5 years

    Education Level

    Bachelor’s Degree

    Area of Study

    Any

    Languages

    English

    Additional Information

    How to Apply: Interested and qualified? Go to SBM Bank on www.sbmbank.co.ke to apply.

    Master the Branch Operations Risk and Compliance Screen

    This role sits at the intersection of operational efficiency, regulatory compliance, and customer experience. Hiring managers will probe how you've handled fraud incidents, managed SLAs, and kept branches compliant with CBK guidelines.

    1. Quantify your operational wins: On your CV, use numbers to show the scale you've managed—number of branches, team size, transaction volumes, or cost savings. For example, "oversaw 15 branches with 120 staff, reducing operational losses by 20%."

    2. Show regulatory fluency: Be ready to discuss CBK Prudential Guidelines, the Banking Act, and AML/CFT requirements in depth. Mention any training or certifications like AKIB to stand out.

    3. Prepare a fraud case study: Have a concise story about a fraud or forgery incident you detected and resolved. Highlight your analytical approach and how you communicated with top management.

    4. Demonstrate SLA management: Give examples of how you've set and monitored SLAs for customer touchpoints. Use metrics like turnaround times and customer satisfaction scores.

    5. Highlight staff training initiatives: Describe a training program you led that improved compliance or service quality. Mention the outcomes, such as reduced errors or higher audit scores.

    6. Show cost management skills: Be ready to discuss how you've optimized operational costs without compromising service. Use specific examples of budget management or process improvements.

    7. Emphasize cross-departmental collaboration: This role works with Head Office units. Share examples of how you've coordinated with IT, HR, or risk teams to resolve issues or implement changes.

    8. Prepare for behavioral questions: Expect questions on handling staff grievances, resolving customer complaints, and managing underperforming branches. Use the STAR method to structure your answers.

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    Tags

    branch operations
    banking
    risk management
    compliance
    customer service