Beth Kathambi Email and Phone Number

SERVICE DELIVERY STANDARDS• Supervise and monitor service delivery at all service points in the branch to include the ATM lobby and ensure that the customers are served promptly.• Ensure that customer queries in the branch are handled promptly.• Queue management at all service points to ensure adherence to SLA's (Service Level Agreements).• Conduct Self-assessment in all Risk, Compliance and audit areas in service delivery to ensure 100% compliance.• Ensure consistent standards and uniformity in service delivery in the branch.COMPLAINTS AND FEEDBACK MANAGEMENT• Receiving and responding to Customer correspondence.• Attending to Customer queries in a professional manner.• Resolving customer complaints in a timely manner and escalating where necessary.• Soliciting customer feedback and identifying problem trends for improvement actions.• Weekly feedback and complaints reporting to central office.RISK AND COMPLIANCE• Ensure compliance with both internal and external regulatory requirements.• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.• Ensure implementation and compliance with operational policies and procedure, AML (Anti-money Laundering / CFT (Counter Financing of Terrorism) Policy.

Operations Manager supporting the Branch Manager to deliver best in class customer service to maximize relationship building through managing the Service Delivery function (Customer Service and tellering) in the branch to ensure delivery of quality service to customers, the projection of a professional and warm image, maintenance of operational controls and continuous improvement in operational efficiency.

SERVICE DELIVERY STANDARDS• Supervise and monitor service delivery at all service points in the branch to include the ATM lobby and ensure that the customers are served promptly.• Ensure that customer queries in the branch are handled promptly.• Queue management at all service points to ensure adherence to SLA's (Service Level Agreements).• Conduct Self-assessment in all Risk, Compliance and audit areas in service delivery to ensure 100% compliance.• Ensure consistent standards and uniformity in service delivery in the branch.COMPLAINTS AND FEEDBACK MANAGEMENT• Receiving and responding to Customer correspondence.• Attending to Customer queries in a professional manner.• Resolving customer complaints in a timely manner and escalating where necessary.• Soliciting customer feedback and identifying problem trends for improvement actions.• Weekly feedback and complaints reporting to central office.RISK AND COMPLIANCE• Ensure compliance with both internal and external regulatory requirements.• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.• Ensure implementation and compliance with operational policies and procedure, AML (Anti-money Laundering / CFT (Counter Financing of Terrorism) Policy.

SERVICE DELIVERY STANDARDS• Supervise and monitor service delivery at all service points in the branch to include the ATM lobby and ensure that the customers are served promptly.• Ensure that customer queries in the branch are handled promptly.• Queue management at all service points to ensure adherence to SLA's (Service Level Agreements).• Conduct Self-assessment in all Risk, Compliance and audit areas in service delivery to ensure 100% compliance.• Ensure consistent standards and uniformity in service delivery in the branch.COMPLAINTS AND FEEDBACK MANAGEMENT• Receiving and responding to Customer correspondence.• Attending to Customer queries in a professional manner.• Resolving customer complaints in a timely manner and escalating where necessary.• Soliciting customer feedback and identifying problem trends for improvement actions.• Weekly feedback and complaints reporting to central office.RISK AND COMPLIANCE• Ensure compliance with both internal and external regulatory requirements.• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.• Ensure implementation and compliance with operational policies and procedure, AML (Anti-money Laundering / CFT (Counter Financing of Terrorism) Policy.

Overall Duties •Customer Service •Banking services •Business Development- •Legal, Policy & Compliance •Cash Safety •Operations Management- •Product Development- •Cheque Handling •Orientation and Training •Client onboarding•Administration •Risks AssessmentResponsibilities and Achievements•In-depth knowledge of relevant processes and procedures.In-depth knowledge of operational risk and rigour requirements and standards applicable to the relevant processes and procedures.•Sound knowledge of technical systems eg. Sybrin, T24, Meta.•A working knowledge and understanding of relevant legislation e.g. KYC, Money laundering, Service standards, health and safety standards etc.•A broad awareness of Retail products and services which include and not limited to Money Transfer Services.•Knowledge of team interfaces with other business areas, centers and branches•100% compliance with AML (Anti Money Laundering), KYC (Know your customer) CBK (Central Bank) and Bank policies in Client on-boarding.•Soliciting customer feedback, identifying problem trends for improvement actions, and facilitate new product pilot testing.•Maintain zero error in Account Opening and maintenance,providing and verifying all documentation.Experienced in both inputting and authorizing processes end to end.•Active in training new employees and lead the branch in training on new product processes and refresher courses on existing bank products.•Responding to customer queries promptly and escalating where need be for more complex resolutions adhering to the required SLAs.Fast tracking for closure of customer queries.•Advising Treasury of branch funding / borrowing position- Supporting the operations manager in offering best in class customer service.•Interacting with central bank and all Sidian Bank Branches for inward / outward telex transfers and other matter related to the branches•Effective Office Administration and customer Service•Efficient delivery on projects.•Team leadership.