JOB SUMMARY

The Job Holder is responsible for extraction, processing and maintenance of credit data for use in reporting, credit models development and validation to support all necessary Statutory and Management reporting.

KEY RESPONSIBILITIES

• Compilation, preparation and submission of accurate & timely daily, weekly monthlyand quarterly Statutory reports to the Regulator (CBK) relating to Credit.
• Designing, developing, implementing and supporting Credit Risk MIS data infrastructure to support Credit Risk Management within the bank.
• Work closely with a team of Quantitative Analysts from the Finance Department to support their analytical reporting and modelling; assisting in data retrieval, manipulation and presentation.
•  Ensuring Closure of all audit issues raised by CBK, Internal and external auditors.
• Supporting the delivery of portfolio performance and risk reporting to external Compliance and regulatory bodies.
• Preparing analysis of portfolio delinquency, loss trends for Monthly Risk Reviews and Portfolio at Risk reports in respect to the credit department.
• Preparing regular and ad-hoc financial, MIS analysis and productivity reports.
• Responding to queries and questionnaires raised by CBK and CRBs.
•  Responding to queries raised by Head office departments and performance management teams.
• Assist in preparation of Local Business reports and propose value-adding propositions to enhance book Performance.
• Alert Management of any breach on any set ratios and statutory limits.
• Maintain an updated folder in the Bank Server of the monthly returns submissions.
• Assist on any other tasks that may be delegated by the Bank’s management/ the Head of Credit Administration from time to time.

KEY RELATIONSHIPS

Direct Reports to this Position

• N/A.

Key Customers to this Position

• SBM Group. 
• All Bank Departments.
• Central Bank of Kenya (CBK).

Knowledge; Skills and Experience required for this Role

• Bachelor’s degree in Business, Computer Science, IT, Applied Statistics, Mathematics or a related field from a recognized university is a requirement.
• Masters’ degree in a relevant discipline shall be an advantage.
• Minimum of 2years’ experience in Credit Modelling, data mining and reporting within the credit risk section of a medium to large sized bank.
• Knowledge of Basel II and III requirements on capital adequacy and general risk management practices within a commercial banking environment.
• A good appreciation and interpretation of banks’ balance sheets.
• Proven experience in and knowledge of Central Bank of Kenya Prudential Guidelines and reporting requirements.
• Experience in the design, development and management of large datasets.
• Good knowledge of key bank performance ratios.
• Report writing skills and experience.
• Strong analytical and problem solving skills.

Competencies Required for this Role

• Achieving Personal Work Goals and Objectives.
• Applying Expertise and Technology.
• Coping with Pressures and Setbacks.
• Delivering Results and Meeting Customer Expectations.
• Following Instructions and Procedures.
• Relating and Networking.
• Working with People.

Problem Solving

• Analytical and methodical.
• Organisation.
• Decision making.

JOB SUMMARY

To offer support in card operations unit by monitoring all assigned general ledgers.

Key Responsiibilities - 80%

• Monitoring of branch ATM reconciliations.
• Sending of G4S statements as and when requested
• Timely resolution of any outstanding entries on offsite ATMs
• Assisting branches on outstanding ATM reconciliation entries
• Ensuring all income from KENSWITCH is collected
• Reconciliation of all card center General Ledgers
• Matching of incoming files from the schemes against the switch
• Tracking unclaimed amounts in the settlement accounts.
• Daily reconciliation of credit and prepaid card payments/loads
• Identifying the various cases arising from reconciliation such as settled transactions not debited, double debits, card payments/loads not posted and advising the respective officers for posting
• Compiling financial reports related to card Centre department
• Improve on audit rating by observing controls through regular checks, observing deadlines, reviewing/rectifying error and omissions through continuous Risk assessment. 
• Any other duty as assigned

Compliance -20%

• To ensure compliance with both internal and external compliance requirements.
• To work closely with risk and compliance units to ensure effective controls to mitigate against risks associated with cards

Key Relationships

Direct Reports to this Position;

• N/A

Customers of this Position

• SBM Customers
• SBM Branches
• Contact centre and other internal clients
• Local card issuers and acquirers
• G4s

Knowledge; Skills and Experience required for this Role

• Bachelors’ degree in Commerce; preferable specialization in accounting/finance.
• At least two years continuous work experience in Card Centre. 
• Knowledge & experience of working in Card production life cycle

Competencies required for this Role 

• Good business communication (written and verbal) skills.
• Must have good time management skills 
• Should have good interpersonal skills and be able to interact with all levels of personnel within the Bank. 
• Qualitative & Quantitative analytical skills
• Proficiency in the use of computers - MS office, relevant banking software
• Good judgement and decision-making skills.

JOB SUMMARY

The overall purpose of the Account Management Officer position is to deliver exceptional service through timely account processing with the aim of deepening our customer relationships.

KEY RESPONSIBILITIES 

Operations - 65%

• Ensure compliance with bank operational and customer care policies and procedures 
• Handle the following processes in line with Bank’s policies and operating procedures;
• Opening of accounts upon receiving all the relevant documents and ensuring that they are all approved by authorized signatories 
• Maintenance of customer account details in the bank systems as per duly approved instructions and bank policies and procedures 
• Updating mandates (signatures and photos) in the relevant bank systems 
• Verification of cheque book orders from branches as per set Service Level Agreements. 
• Activation of dormant accounts upon receiving all the relevant documentation. 
• Facilitation of duly approved Bank initiated closures
• Any other duties as may be allocated.

Compliance - 25%

• To ensure compliance on bank operations policies and procedures.
• Comply with respective Money Laundering Prevention Procedures and be alert at all times to unusual or possibly suspicious activity, and report to the Manager Accounts Management Unit, and any other Bank leaders.

Customer Care - 10%

• Responding to queries regarding account processing within the set Service Level Agreements with precise resolutions. 
• Escalate all customer issues beyond job scope to the Manager Accounts Management Unit and ensure follow through for closure.

Customers of this Position

•  Internal Customers (Staff).

Knowledge; Skills and Experience required for this Role

• Bachelor’s degree in any discipline with a minimum of second class division or equivalent. 
• Computer Literacy

Competencies required for this Role 

• Working with People
• Relating and Networking
• Delivering Results and Meeting Customer Expectations
• Following Instructions and Procedures
• Achieving Personal Work Goals and Objectives

JOB SUMMARY

As first point of voice contact with the bank, create a positive first impression. To provide, efficient and effective customer service to all customers both internal and external, with the utmost level of professionalism, consistency and quality.

KEY RESPONSIBILITIES 

Service Experience - 50 %

•  Greeting, welcoming and management of all visitors 
• Ensure all customer queries telephone and email are handled effectively with prompt resolution 
• Update all customer interactions on Customer Relationship Management System (CRM) and follow up for closure within Service Level Agreement (SLA). 
• Management of reception area to ensure comfort and ideal ambience for visitors’ use 
• Attend to the day to day operational requirements of Senior Management such as telephone calls, correspondence, travel etc. 
• Ensure zero complaints, excellent customer feedback from internal and external customers. Maintain high internal customer satisfaction 
• Maintain high level of product knowledge sufficient for issue resolution, retention and customer education
• Actively represent the customer throughout the organization, suggesting and implementing improvements and providing feedback to colleagues 
• Use sound judgment and take decisions that will maximize customer satisfaction
• To identify customer needs effectively and partake in cross-selling, upselling of products initiatives and generate leads 
• To help identify service gaps and give feedback on necessary corrective measures 
• Tracking of generated sales leads, and ensuring conversion for an enriched customer relationship.

Business Process - 20% 

• Preparation and maintenance of departmental records such as meeting minutes, registers, delivery and visitors books 
• Management of all office meeting and conference rooms. To include travel arrangements, room allocations requests and assist in arrangements for catering provisions for general staff 
• Ensures compliance with the set guidelines, policies and procedures within Customer Experience department
• Continuously explore ways to improve the efficiency and effectiveness of service to enhance customer satisfaction and loyalty.

Audit and Compliance - 10% 

• To ensure compliance of Customer Experience Policy, Customer Service Standards, all bank processes and procedures – including Prudential Guidelines, Internal Audit recommendations. 
• Comply with respective Know Your Customer (KYC), Know Your Processes (KYP) and Know Your Technology (KYT) procedures and be alert at all times to unusual or possibly suspicious activity, and report to Line Manager.

Audit and Compliance - 10% 

• To ensure compliance of Customer Experience Policy, Customer Service Standards, all bank processes and procedures – including Prudential Guidelines, Internal Audit recommendations
• Comply with respective Know Your Customer (KYC), Know Your Processes (KYP) and Know Your Technology (KYT) procedures and be alert at all times to unusual or possibly suspicious activity, and report to Line Manager.

Key Relationships

Customers of this Position

• External Customers 
• All departments of the bank

Knowledge; Skills and Experience required for this Role

•  Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent 
• Minimum B- in KCSE or equivalent 
• Good Communication Skills (written and verbal) 
• Minimum 1 year working within a customer service environment 
• Customer service management processes and procedures 
• MS proficiency – Excel, PowerPoint, word etc.

Competencies required for this Role 

• Delivering results and meeting customer expectations 
• Relating and networking 
• Working with people 
• Achieving personal work goals and objectives 
• Adhering to principles and values 
• Persuading and influencing
• Presenting and communicating information 
• Following Instructions and Procedures

JOB SUMMARY

To plan, organize, manage staff and overall operations to ensure stable operations of the bank’s IT Systems through best practices and the appropriate collaboration with technical, business and third party organizations. Resourcefulness is a necessary skill in this role. Your goal will be to ensure that our technology infrastructure runs smoothly and efficiently.

KEY RESPONSIBILITIES 

• To ensure full availability (24/7) of entire IT Infrastructure of the Bank through best practices and the appropriate collaboration with technical, business and third party organizations.
• Install and configure Software and Hardware. 
• Responsible for managing, troubleshooting and proactively updating hardware and software assets to prevent downtime or zero-day exploits from occurring. 
• Design, organize, modify, and support an organization’s computer systems, including operating systems, business applications, security tools, web servers, email systems, and end user hardware (laptops, PCs, mobile devices). 
• Quickly resolve any system failures and troubleshoots issues and outages.
• Upgrade systems with new releases and models. 
• Ensure an uninterrupted internet connection and manages mail servers for sending and receiving emails and file servers for saving and managing data. 
• Build an internal wiki with technical documentation, manuals and IT policies 
• Oversee system performance and report generation. 
• Manage user accounts, credentials, permissions, access rights, storage allocations, and active directory administration. 
• Lead process improvements and modifications. 
• Secure system integrity from any breaches or viruses and play an essential role in risk-mitigation planning, including creating backup plans, safeguards for data, user security policies, and identity management. 
• Ensure high-level security and efficiency resulting in 100% output. 
• Develop and execute backup and recovery plan. 
• Data center maintenance, i.e., AC, UPS, Power, Access, Fire suppression, alarms, Cleaning etc. 
• To plan, manage and implement infrastructure projects and upgrades. 
• Maintaining the asset inventory for the DC. 
• Manage Network servers and technology tools.
• Set up accounts, databases, servers and workstations
• Monitor performance and maintain systems according to requirements 
• Troubleshoot issues and outages
• Ensure security through access controls, backups and firewalls 
• Upgrade systems with new releases and modelsDevelop expertise to train staff on new technologies 
• Responsible for the compliance of all the infra related licenses. Ensure timely renewal of the same. 
• To liaise with external suppliers and support agencies for the ongoing support and maintenance of relevant hardware and software. Ensure timely processing of the invoices. 
• Review vendor contracts and assist in negotiating with vendors for the purpose of providing the bank cost effective and reliable services. 
• Ensure compliance of all the IT Infra contracts and timely renewal where ever applicable 
• Monitor the system daily and respond immediately to security or usability concerns. 
• Any Other duties assigned from time to time by the line Managers, Head IT Applications or Director-IT 
• Proof point administration. Storage administration & monitoring. 
• Investigates, plans, implements, tests, and debugging, patching and upgrading base operating systems software & firmware. 
• Monitor & report performance of replication services between DC and DR sites. DR maintenance. Manage the configuration and operation of DC and DR servers. 
• Provides leadership in a variety of planning and development activities, for the purpose of creating short and long term plans for providing support to the business. 
• Analysis and assessment of business needs and requirements versus system support.
• Support system upgrades and apply fixes/patches related to infra unit.
• Coordinate DRP/BCP of all the IT system testing and provide reports for ensuring compliance to the comply with IT policy.
• Provide system training and support to head office and branches 
• Provide coordination and necessary System Support during testing, implementation and go live to all the application units. 
• Assist in delivering system solutions and implement projects to meet business, operation and compliance objectives. 
• Follow-up audit findings, propose remediation and ensure rectification or mitigation be carried out successfully.
• Ensure that all policies and guidelines are implemented according to audit recommendations/requirements.
•  Prepares written materials (e.g. procedures, system level documentation, SOPs, reports, memos, letters, etc.) for the purpose of documenting activities, providing written reference, and/or conveying information. 
• Provide leadership to other unit staff in ensuring services are delivered accurately and timely while adhering to laid out procedures and policies. 
• Ensure compliance with bank and regulatory requirements during implementation of various related services for the bank. 
• Be a core member for all IT project implementation groups, coordinating execution of BANK related activities.
• Perform change management risk reviews and post implementation reviews for all change requests. 
• Proactively monitoring all the application servers and services to ensure compliance of all users and services, and in case of any discrepancy report immediately to the Head of IT Applications. 
• Prepare and ensure that Risk Control Self-Assessment is conducted periodically for unit. 
• Conduct accurate and timely performance management for his/her team.

Key Relationships

Direct Reports to this Position

• Senior Officer, Officer Systems Administration.

Customers of this Position

• All Departments in the Bank

Education, Knowledge, skills and Experience required for this Role

•  University degree in Computer Science / IT related field, however, a Master’s degree in IT would be an added advantage 
• Certifications required for this role:
  • Microsoft Certified Solutions Engineer (MCSE)
  • Microsoft Certified Systems Administrator (MCSA) and/or AIX Administrator
  • Oracle Linux System Administrator (Oracle)
  • Red Hat Certified System Administrator (RHCSA)
  • Red Hat Certified Engineer (RHCE)
  • VMware Certified Professional 6 & above - Data Center Virtualization
• A minimum of 5 years of proven experience as a System Administrator or similar role 
• Experience with databases (MSSQL and Oracle), networks (LAN, WAN) and patch management
• Knowledge of system security and data backup/recovery
• Experience with various operating systems and platforms 
• Experience with various storage (SAN) platforms 
• Resourcefulness and problem-solving aptitude 
• Excellent communication skills 
• Professional certification (e.g.) is an added advantage
• Knowledge of CIS standard is must. 
• Fluency in spoken and written English 
• Good integrity, positive attitude, helpful, high commitment, competence and motivation 
• Proven experience as a System Administrator or similar role 
• Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery 
• Familiarity with various operating systems and platforms 
• VMWare / Kubernetes / Dockers administration – Should be aware of implementation, management as well as monitoring the data growth rate and utilization. 
• Writing skills: Ability to efficiently produce concise, organized reports. 
• Knowledge, insight, and understanding of business concepts, tools, and processes that are needed for making sound decisions in the context of the company's business; ability to apply this knowledge appropriately to diverse situations. 
• Communication and interpersonal skills 
• Strong troubleshooting skills and change management skills. 
• Issue management and problem resolution skills.

Competencies required for this Role 

• In-depth knowledge of and experience with Microsoft Windows Server, Unix/Linux and AIX Operating Systems.
•  Awareness and understanding of business requirements of IT. 
• Willingness to keep up to date with developments in new technology.
• Commitment to continuing professional development (CPD).

Interpersonal:

• Goal focused and able to spot business opportunities 
• Builds networks and maintains strong relationships
• Able to manage and influence others to achieve results 
• Has passion and drive to achieve results under difficult circumstances 
• Pleasant and able to relate well in diverse social set ups and teams 
• Upholds high standard of Professionalism, integrity and respect for others

Management and leadership ability:

• Able to identify, motivate and develop talent within the Bank.
• Capacity to influence decisions at various levels
• Communicates effectively
• Drives high performance in teams.

Job Purpose

Reporting to the Head of Corporate Assets, the role involves the management of business development activities from prospecting, acquisition and retention of the corporate banking along various business lines both in volumes and incomes.

Key Responsibilities

• To implement the Corporate Banking Unit strategy in line with the overall Bank’s Strategy; to ensure achievement of profitability targets through growth of assets, deposits, revenue maximization and prudent cost management.
• Drive sustainable growth through the delivery of innovative and customized financial solutions to meet identified customer needs.
• To build and maintain productive and strategic relations with customers/ suppliers/ line manager/ stakeholders to drive the development and delivery of business solutions and revenue growth for the specific sectors or portfolio.
• Ensure strong cross- selling of existing and new products to existing and new clients; and in this process, maintain effective liaison with all relevant business units in the bank
• Champion the delivery of consistent, seamless and trusted customer service to ensure customer retention and loyalty.
• Maintains a detailed and current understanding of the industry (s); (at a macro, sector specific, current market structures; regulatory requirements and issues) to ensure that opportunities are realized and the risks mitigated.
• Ensure timely submission of quality credit proposals in conformity with the Credit Policy guidelines and requirements.
• Maintain the quality of assigned portfolio within stipulated Non-Performing Loans (NPL) and Portfolio at Risk (PAR) parameters.
• Ensure timely preparation of relevant reports and daily monitoring of accounts to ensure facilities have accurate interest rates, are within the approved limits, and taking remedial actions in line with policy.
• Ensure compliance to the Bank’s policies, procedures and regulatory requirements.
• Lead, motivate, and continuously develop a credible high performing team

Customers of this Position

• Branch Managers
• Business Development Team
• Credit Team

Knowledge; Skills and Experience required for this Role

• Business graduate from an accredited University
• At least 4 years’ experience in Corporate Banking is required
• Professional Qualifications CPA, ACCA, CFA, AKIB Added Advantage
• Master’s Degree Finance or a Business Related Field Added Advantage

Competencies required for this Role

• Dynamic, analytical and self-driven individual with the ability to work under pressure.
• A passion for performance, team player and achievement in a competitive and dynamic environment
• Excellent selling, presentation and negotiation skills
• Strong networking skills
• Commercial awareness and customer focus
• Ability to close deals and pitch to customers on offerings in the Bank and Group