Ann Akinyi Email and Phone Number

 Maintain high and unparalleled customer service standards at the branch through Ensuring timely and accurate processing of customer instructions as per laid down SLAs and documented procedures.  Manage operational risk at branch including; check conformity & completeness of customer documents and communicate non-compliant and incomplete accounts to Business teams.  Oversee strict adherence to Branch cash limits, maintain custody of Vault & ATM cash.  Management of Teller differences as per cash policy.  Ensure 100% adherence to technical guidelines on all instructions and outward clearing cheques collected & processed by branch.  Review Branch Operations through daily checking of general ledgers and reports.  Oversee timely ordering, update, reconciliation and destruction of cheque books, ATM cards and Pin mailers as per documented procedures.  Branch Administration and Liaison with Head office units including Managing vendors, ensure service contracts are in place and supervise service providers  Staff Management i.e. identify training gaps for Branch Operations staff and liaise with HR for relevant training, proactively manage staff leave whilst ensuring no gaps in service delivery.  Management of customer signatures & mandates for new and existing accounts.  Improve Branch Audit rating  Check conformity & completeness of customer documents and communicate non-compliant and incomplete accounts to Business teams.  Oversee strict adherence to Branch cash limits, maintain custody of Vault & ATM cash.  Management of Teller differences as per cash policy.  Ensure 100% adherence to technical guidelines on all instructions and outward clearing cheques collected & processed by branch.  Review Branch Operations through daily checking of general ledgers and reports.  Ensure nil amounts lost through Fraud/Forgeries.  Oversee daily/ periodic reconciliations of all internal accounts.

 Contributing customer service information and recommendations to strategic plans & reviews, preparing and implementing action plans, implementing production, productivity quality and customer service standards, resolving problems, completing audits, identifying customer service trends and determining system improvements and change. Daily cash and cheque handling including foreign payments. Monthly and weekly reconciliation of branch Accounts. Control of branch resources and asset utilities to achieve qualitative and quantitative targets. Handling outward money transfers including SWIFTS, RTGSs, TTs and other outward cheques. Participate in the sales activities for walk in clients, companies and institutions to cross sell bank products. Credit appraisals and recommendation for existing and new clients for various loan products as well as account opening. Minimize and mitigate risks by constantly updating and educating staff on compliance with administrative policies, risk avoidance and mitigation. Maximize customer operational performance by providing helpdesk resources and technical advice Analyze statistics and keep accurate customer records, reports & documents on customer actions and discussions. Keep ahead of the industry’s development and apply best practices to areas that need improvement Maintaining an orderly branch workflow according to priorities. Meeting customer service financial objectives by forecasting requirements, preparing annual budgets, scheduling expenditures, analyzing variances and initiating corrective actions. Determining customer service requirements by maintaining contact with customers which creates a strong customer base. Plan, co-ordinate and lead weekly and monthly staff meetings. Undertaking and booking of FX deals relating to the major international currencies.