Openings at I&M Bank

Purpose:

• The job holder will be responsible for facilitating the Product development of digital financial services to increase functionality, usage & transaction migration across the Online, Mobile and new to the world banking channels. The job holder will also be responsible for customer focused solutions that streamline credit processes through use of technology solutions combined with continuous process improvement to enhance both the customer experience and financial results. 

Primary Responsibilities:

• Champion digital banking and determining opportunities for improving business processes through automation.
• Develop, maintain and manage a pipeline of customers across all stages of the Digital loan journey. This will require one to have a strong operating rhythm to ensure that there is sufficient activity across the application approval within the system to avoid customer dissatisfaction.
• Work closely with internal stakeholders and external vendors on project planning and execution of change processes with respect to Business Policy Rules and system enhancements.
• Serve as liaison between Projects management Office and Business team to translate business requirements into effective technical solutions.
• Monitor market trend and carrying out competitive analysis of the Digital Lending market with an intent to continuously innovate around online customer journey with enhanced customer experience and satisfaction, especially on Digital platforms.
• Provide support and training continually to bank staff on new systems, products and policy updates.
• Ensure the Portfolio management of Digitally Lent facilities across the regions.
• Gather functional and non-functional business ideas and analyze to design processes flow and documentation.

Person specifications

• A Bachelors' Degree.
• At least 6 years relevant banking experience, 3 of which should have been in Credit.
• Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations.
• Experience in project management will be an added advantage.
• Excellent understanding of both Credit and IT policies and procedures.
• Excellent knowledge of Central Bank of Kenya Prudential & Risk guidelines.
• Strong written and verbal communication skills with the ability to decipher technical language into business language.

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The role is responsible for effectively growing the portfolio by working on strategies to acquire new customers, retain and expand through cross selling the relationship with existing customers. Performance indicators include growth in loan assets, total deposits, Total Net Revenue, CASA, Management of asset quality, New to Bank revenue, nil operational loses and enhanced customer satisfaction / experience.

Primary Responsibilities:

• Market for new business with existing and potential clients in both assets and liabilities for the branch.
• Monitoring accounts and following up for repayments and remedial action where accounts may become delinquent.
• Ensure securities are perfected in a timely manner.
• Set targets for the Branch teams and monitor performance to ensure the Branch achieves its overall business targets.
• Review credit applications and call reports prepared by the Relationship Officer and make appropriate recommendations to the approving authorities.
• Review the daily overrides report as well as over the counter payments and make appropriate decisions or recommendations.
• Process ad-hoc/additional/new requests/complaints/excesses and obtaining approvals where/when required.
• Provide feedback to customers in reply to their requests and requirements in a timely manner.
• Follow up with customers to ensure compliance with sanctioned terms and conditions with respect to account operations and provision of all requisite documents and covenants.
• Comply with audit observations and initiating necessary action and follow up with clients.
• Educate and create awareness for the client on new products, Banking regulations, requirements and industry trends.
• Provide feedback to Senior Management on customer requirements/ market trends/product development to suit the needs of the customers.
• Ensure quality service delivery within prescribed TATs to ensure customer satisfaction and business retention or growth.
• Mentor and manage the entire Branch team.
• Approve large RTGS, TT and  Fixed deposit initiations as required.
• Oversight of Branch operations duties and actions.

Person Specifications

• At least 5 years' relevant experience.
• Bachelor’s degree in Commerce, Management or Accounting from a recognized institution
• Master’s degree in Business Administration or its equivalent from a recognized institution will be an added advantage; and
• Chartered Institute of Marketing diploma (CIM)
• Member of Associate of Kenya Institute of Bankers (AKIB) or its equivalent professional body.
• Ability to write complex letters, comprehensive reports and to perform complex calculations.
• Excellent communication and interpersonal skills;
• Strong people management skills;

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To supervise the Branch Back office operations to ensure timely and accurate processing of transactions in line with laid down procedures.

Primary Responsibilities:

• Verify outward clearing items such as outward cheques, EFTs, salary transfers and uploads.
• Process outward SWIFT and RTGS Remittances.
• Verify inward clearing items such as inward cheques, direct debits and outward unpaid cheques.
• Verify and authorize in-house cheques in the system.
• Investigate and resolve customer inquiries regarding clearing items such as unpaid items, un-and reconciled items.
• Act as joint custodian of Branch vault and/or ATM;
• Mentor and coach teams.
• Conduct daily call backs.
• Reconcile the Branch suspense accounts and prepare weekly reports.
• Cross -sell the Bank’s retail products.

Person Specifications

• Bachelor’s degree in a Business related field from a recognized institution.
• Part completion of CPA (K), ACCA or its equivalent.
• At least one to three years relevant experience.
• Excellent communication and interpersonal skills.
• Good people-management skills.
• Excellent planning and organization skills.

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The role is responsible to ensure the customer service delivery levels are as per the Bank’s prescribed standard to ensure customer satisfaction and retention. The customer service role is the first point of contact for customers where product and service information is provided and where enquiries, requests and customer complaints are first handled.

Primary Responsibilities:

• Receive instructions transactions that require guidance such as giving SWIFT instructions, bankers cheque, fixed deposits, investment services instructions, T. Bill purchase.
• Release trade finance documents such as IMPLC,/FIBC documents and advise customers for collection.
• Custodian of PIN mailers and cards.
• Process STOP payment instructions.
• Prepare audit confirmations, certificate of balance, interest certificate and opinion letters for customers.
• Print and issue various advices such as fixed deposit, credit and debit advices.
• Facilitate customers’ access to lockers.
• Prepare and submit monthly reports.
• Coordinate the complaint resolution process internally and communicating the resolution to customers.
• Attend to walk-in customers enquiries on account opening and products.
• Inform and cross-sell the Bank’s range of products and services to existing customers.
• Ensure the completion of all customer documentation.
• Review customer information entered in the system against customer instructions.
• Receive instructions on account opening and closing adhering to strict KYC guidelines.
• Order, issue and maintain cheque books and bankers cheques.
• Answer all written complaints and enquiries received from customers.

Person Specifications

• Bachelor’s degree in a Business related field from a recognized institution.
• At least 1 year relevant experience.
• Excellent communication and interpersonal skills.
• Excellent problem solving and decision making skills.
• Strong marketing and networking skills.
   

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Purpose:

• The position is responsible for managing and supervising Branch cash services including Line Tellers, Merchant Tellers, Branch ATMs, cash repatriation, transaction authorization, staff training and conducting surprise checks to ensure that customers get the best in terms of service delivery in accordance to the Bank’s policy, procedures and guidelines. This is done in addition to ensuring that the Branch maintains optimum level of cash in liaison with the Central Cash department.

Primary Responsibilities:

• Authorize teller vouchers in the Core Banking System as they are being processed.
• Reconcile cash at the end of the day through a physical cash count and monitor intra-day cash limits.
• Authorize prepaid cards services such as refunds.
• Custodian of Debit and Credit card PIN mailers.
• Monitor ATMs and ensure adequate cash levels.
• Ensure safe custody of cash and serialized stationery.
• Liaise with Central Cash Management for cash requirement and repatriation.
• Retrieve cash and cheque deposits from the ATM.
• Work in liaison with the Branch Operations Manager for maintenance of all equipment in the Cash department.
• Perform EOM reconciliations and statistics/Branch metrics.
• Respond to cash related queries.
• Coach, mentor and train Tellers.
• Cross sell the Bank’s products and services.

Person Specifications

• Bachelor’s degree in a Business related field from a recognized institution
• Part completion of CPA (K), ACCA or its equivalent.
• At least three years' relevant experience.
• Excellent communication and interpersonal skills.
• Excellent planning and organization skills.
• Good people management skills.

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The position is responsible for processing cash receipts, cash payments, cheque receipts and VAT payments as well as prepaid and multi-currency cards, credit cards and in-house cheques accurately to achieve good customer service, quick transaction turnaround time while offering the best service, mitigating the risks such as cash shortages and adhering to standard operating procedures

Primary Responsibilities:

• Process customer transactions.
• Process in-house cheques.
• Receive outward cheques, VAT and PAYE payments.
• Process card payments such as Prepaid, Multi-currency and Narada Card
• Carry out daily call backs and filing;
• Cross- sell the Bank’s products.
• Handle customer enquiries.
• Balance cash daily in the till with the system and observe intra - day and end of day cash limits.

Person Specifications

• Bachelor’s degree in a Business related course from a recognized institution.
• Part completion of CPA (K), ACCA or its equivalent.
• At least one year relevant experience.
• Excellent communication and interpersonal skills.
• Strong planning and organization skills.
• Ability to work within a team.
   

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Purpose:

• The position is responsible for the overall management of the Branch operations to achieve and maintain good customer relations, operational efficiency and compliance with operational guidelines and procedures.

Primary Responsibilities:

• Supervise daily Branch operations through the efficient allocation and utilization of manpower, equipment and resources;
• Review operations reports to ensure exceptions are acted upon or escalated within acceptable time frames.
• Approve new accounts in line with KYC procedures.
• Ensure correct and accurate completion of all customer instructions and approve for processing at central operations.
• Ensure adherence to Bank cash, customer service and Back office procedures and regulations for all transactions.
• Enforce operational controls in the branch as per policy manuals.
• Implement audit recommendations pertaining to all the departments under the Branch operation’s jurisdiction.
• Review and/or monitor transactions i.e. withdrawals, deposits, transfers and ensure that any money laundering and fraudulent activities are identified.
• Proactively monitor savings accounts to avoid excesses and review overdrawn savings accounts and non-borrowing current accounts.
• Review commission/fee income accounts to prevent income leakage.
• Ensure debit or reversals passed to the income accounts is duly approved by the approving authority.
• Review suspense GL Accounts; Holdover and Transit GL accounts on a regular basis to ensure that entry items are reversed within acceptable time frames;
• Ensure the availability of all service delivery channels to ensure customers are kept fully attended to and that expectations are met.
• Manage efficient, timely and accurate processing of customer enquiries and complaints.
• Review Branch operations for continuous process improvement.
• Cross-sell the Bank’s products and services.
• Coach, mentor and engage in staff development.
• Ensure the general security in the branch and liaising with the Group Security Officer as and when necessary.

Person Specifications

• Bachelor’s degree in a Business related field from a recognized institution.
• CPA (K), ACCA or its equivalent.
• Member of Associate of Kenya Institute of Bankers (AKIB) or its equivalent professional body.
• At least 3 years relevant experience
• Excellent communication and interpersonal skills.
• Excellent problem solving and decision making skills.
• Excellent change management and people management skills.