Vacancies at SBM Bank

Job Summary

The overall purpose of this role is to lead the development and implementation of strategies, policies and processes to foster positive employee relations within the Bank with key responsibilities being managing employee relations cases, developing communication strategies and ensuring compliance with employment laws and regulations.

Key Responsibilities

Employee Relations - 70%

• Develop and implement strategies to foster positive relationships between employees and the business.
• Provide guidance and support to managers and employees on employee related matters, including conflict resolution, performance management and employee engagement.
• In liaison with the Forensic Department and other concerned Departments, line managers and staff, investigate or coordinate the investigation of staff cases relating to disciplinary and grievance matters.
• Participate as the Bank’s lead in the KBA - CBA negotiations, implementation and any trade disputes that may arise within the Bank and the Industry.
• Represent the Bank in the Employment & Labour Relations Court & Conciliations over labour related matters and case management and ensure least exposure.
• Participate and influence key working groups, committees, internal/external bodies shaping future policy areas of employment relations.
• Remain up to date with local legislative changes and developments, building external networks and knowledge, to be viewed both internally and externally as an expert in the ER field.
• Manage employee discipline and performance improvement processes

Policy Development:

• Partner with the HR Director and Risk Department to craft and update policies governing employee and industrial relations.
• Ensure all HR policies are compliant with legal standards and aligned with organizational goals.
• Monitor emerging trends and legislative shifts in Employee Relations and recommend proactive policy responses in collaboration with senior management.

 Compliance:

• Maintain up-to-date knowledge of employment laws, labor regulations, and industry-specific guidelines to ensure organizational compliance.
• Ensure adherence to legal requirements across all HR functions, including fair employment practices, equal opportunity and labor standards.
• Provide expert guidance to management and staff on employment-related issues such as workplace policies, benefits administration, and performance management.
• Support the development and implementation of compliant HR practices that align with both legal mandates and business objectives.

 Grievance Management & Conflict Resolution:

• Address employee grievances, complaints, and workplace concerns with fairness, confidentiality, and objectivity.
• Lead investigations into grievance-related matters, facilitate dispute resolution processes, and recommend appropriate corrective or preventive actions.
• Serve as an advocate and trusted resource for employees, ensuring their rights are upheld and concerns are resolved constructively.
• Provide strategic counsel to senior leadership on complex employee relations issues, balancing organizational goals with legal and ethical considerations.
• Represent the Bank in labor court proceedings, Ministry of Labour conciliations, and industry-level engagements through the Kenya Bankers Association.

 Occupational Health & Safety:

• Ensure full compliance with the Occupational Health and Safety Act and other relevant workplace safety regulations.
• Maintain, review, and recommend improvements to OHS policies and procedures to promote a safe and healthy work environment.
• Communicate OHS policies effectively across the organization and provide guidance to employees on safety protocols and responsibilities.
• Collaborate with internal stakeholders to identify and mitigate workplace hazards, fostering a culture of safety and well-being.

 Employee Communication Management & Employee Engagement:

• Design and implement communication strategies that keep employees informed and engaged on organizational changes, policies and labor-related developments.
• Develop and deliver targeted training programs for managers and staff on key topics including employee relations, conflict resolution, company policies, employment laws, and HR procedures.
• Foster a culture of awareness, accountability, and compliance by collaborating with internal stakeholders across departments.
• Ensure consistent messaging and learning initiatives that reinforce organizational values and legal obligations.

 Business Partnership & Strategic Collaboration:

• Cultivate strong, trust-based relationships with business leaders, managers, and employees across the organization.
• Actively engage with stakeholders through regular business meetings and collaborative projects to understand operational needs and provide strategic HR insights.
• Influence decision-making by aligning Employee Relations initiatives with broader organizational objectives and business priorities.
• Serve as a trusted advisor, leveraging deep HR expertise to guide leadership on workforce strategy, change management, and employee engagement.

Human Resources Services - 30%

• Oversee management of physical and digital HR records, ensuring compliance with legal and internal document retention policies.
• Lead the HR Services Team in delivering payroll, benefits administration, and general HR support with efficiency and accuracy.
• Ensure timely and responsive delivery of HR services to all staff across the organization.
• Champion optimal utilization of the HRMIS platform, maintaining accurate and up-to-date employee data.
• Drive employee engagement initiatives to foster a motivated and connected workforce.
• Develop and implement staff welfare policies that promote a positive work environment and enhance employee experience.
• Administer staff insurance programs, including medical and group life coverage.
• Generate HR reports, conduct data analysis, and manage statutory returns in line with regulatory requirements.

Key Relationships:

Direct Reports to this Position - 4

Customers of this Position

• Members of staff
• Service Providers
• External Stakeholders - Ministry of Labour, KBA, BIFU, FKE
• External and Internal Auditors

Knowledge, Skills, Qualifications and Experience required for this Role

Role Knowledge:

• Labour Unions & Collective Bargaining Understanding
• Policy development skills
• Sound knowledge of the principles and practices of employee labor relations.
• Good understanding and application of employment law and regulations.
• Demonstrable experience executing programs that positively impact employee relations.
• Ability to coordinate and prioritize conflicting assignments
• High sense of professionalism and confidentiality
• Mediation, Conflict Resolution & Counselling Skills

Role Experience:

• 10 years’ experience in a busy Human Resources Department
• 5 years’ experience in Employee & Labour Relations preferably in a Banking / Unionized Environment

Educational & Professional requirements:

• Bachelor’s degree in Human Resource Management or a business-related field from an institution recognized by the Commission for Higher Education.
• Higher Diploma in HR or CHRP
• A full Member of IHRM with an active membership

Competencies required for this Role

Core Competencies:

• Integrity, Confidentiality & Ethics: Upholds the highest standards of professional conduct, trust, and discretion
• Interpersonal Skills: Builds strong relationships and fosters collaboration across all levels
• Communication: Delivers clear, empathetic, and strategic messaging to diverse audiences
• Problem Solving: Approaches challenges with creativity, logic, and a solution-oriented mindset
• Legal & Policy Knowledge: Applies deep understanding of employment law and internal policies to guide decisions
• Coaching & Development: Supports growth and capability-building through mentoring and structured learning
• Negotiation Skills: Navigates complex discussions with tact and influence, especially in labor relations
• Conflict Resolution: Facilitates fair and effective resolution of workplace disputes
• Analytical Skills & Attention to Detail: Interprets data and trends accurately to inform strategic HR actions

Managerial Competencies:

• Resilience: Maintains composure and effectiveness under pressure, adapting to change with agility
• Influence & Persuasion: Shapes outcome through clear reasoning, relationship-building and strategic advocacy
• Emotional Intelligence: Demonstrates empathy, self-awareness and the ability to manage interpersonal dynamics with tact
• Strategic Thinking: Anticipates future trends, aligns HR initiatives with long-term business goals and drives organizational success

go to method of application »

Job Summary

development role to offer bank products and services to corporate and institutional clients, high net worth individuals and investment groups; whilst ensuring that the customers are retained profitably. It also involves offering support to the Business Development Team as a Corporate Analyst. The main duties of this role shall include preparation of credit proposals, credit analysis and monitoring, Liaising with clients and other departments on documentation, and service for the assigned portfolio etc.

Key Responsibilities

Strategy 

• To implement strategies towards targeting financial institutions for the purpose of acquiring liabilities, assets and non-funded income lines et al 
• To ensure adequate customer retention strategies are employed to attain growth from existing customers.
• To implement strategies towards the growth of Custody in a bid to grow the banks NFI.

Business Development

• To ensure efficient database relationship management for both prospective 35% and existing business
• To ensure implementation of the relationship management policy and procedures for institutional banking - financial institution clients.
• Creating sustainable services business pipeline and conversion to into business covering corporate and institutional clients, HNIs and investment groups.
•  

• To attend institutional banking functions and constantly expand, network within those institutions,
• To offer advisory services to the same institutions related to cash management and investment options
• To review positions with existing institutions with an aim of cross selling and wallet sizing within the institutions
• Sector performance & analysis: Should maintain relevant reports and data of existing Institutions as well as keep up to date on developments in the said institutions
• Constant research on the economic atmosphere with regard to the various sectors in the industry.

Processing

• Appraise /Process Credit Applications & make necessary recommendations with the goal of ensuring that the Bank maintains a good quality asset book and is able to minimize credit risk through timely and high-quality credit reviews. 
• Support the Corporate Relationship Managers to ensure an efficient turnaround time for all customer facilities and enquiries. The goal is to ensure that the Corporate Clients receive superlative service.
• Daily monitoring of accounts to ensure operations within the approved limits.
• Taking remedial action by pursuing customers on regularization of overdrawn positions
• Be the custodian of the department’s documents e.g. stamps, mail registers stationery etc.
• Support revenue growth by ensuring that all income due to the bank is identified and collected.
• Liaise with other units of the Bank to effectively serve the corporate Credit staff and clients. This will include receipt of mail, offer letters and customer documents, forwarding the same to other units e.g. Credit Administration, Approvals and Monitoring, Relationship Managers etc.
• Ensuring that clients submit their financials, profiles, annual returns and filing receipts and any other requirements stipulated by the contracts between the bank and the client.
• Action all corporate customer queries and resolving issues within the set turnaround time (seamless account opening for new clients; sending statements)

Compliance

• Ensure compliance with both internal and external regulatory requirements
• Working closely with risk and compliance units to ensure effective controls to mitigate business risks associated with institutional banking
• Developing and continuously reviewing business operational policies and procedures ensuring their compliance
• To ensure strict compliance with the various local laws, jurisdictions, bank risk standards and services policy guide as regulated by RBA & CMA.

Other

• Safeguard and promote the bank’s image with the general public.

Key Relationships

Direct Reports to this Position - N/A

Knowledge, Skills and Experience required for this Role

• University Degree from a recognized institution,
• Possession of a post graduate degree or professional qualification, an added advantage
• Minimum 3 years’ experience in Relationship Management and at least two years in
• Banking operations with a strong emphasis on service delivery
• Possess networking skills in both formal and social gatherings
• Must possess sound knowledge of Bank products

Competencies Required for this Role:

• Emotional Intelligence; Dynamic, individual with the ability to work under pressure
• Selling skills
• Strong networking skills, for both internal and external networks
• Relationship Management skills with excellent Human Relations skills, communication skills and interpersonal skills
• A passion for performance, building team play, and achievement in a competitive and dynamic environment
• Hardworking, strategically minded individual with organizational and planning skills
• Commercial awareness and customer centric
• Pleasant, well-groomed and self-driven
• Problem Solving
• Analytical
• Self-Driven
• Professionalism
• Innovation

go to method of application »

Job Summary

The role involves:

• Take the lead in actualizing the vision and roadmap for core banking products covering lending products, savings accounts and transactional accounts (CASA) aligned to Bank’s overall strategy.
• Lead cross functional team to implement identified products or products enhancements in Flexcube core banking system
• Work with pillar heads to gather business requirements and translate that to solutions for customers
• Document required product features and act as the liaison person with technology team to ensure requirements are well understood for subsequent implementation
• Collaborate with other Product Leads to create bundled solutions anchored on core banking systems.
• Lead core banking products development process end-to-end from conception to commercialization
• Champion continuous products enhancement by adding new products, enhanced product features to keep products attractive and competitive in the market.
• Identify new market opportunities through research, competitor analysis and incorporating customer feedback.
• Act as the key liaison person with technological functions both withing the Bank and external providers to create, test and roll out new products.
• Monitor product performance against set KPIs and generate reports with actionable insights to business heads
• Ensure compliance to product policy in new products approval and risk management

Key Responsibilities: 

Time Product Management -60%

• Implementation of products as defined in the roadmap for core banking products covering Lending Products, Savings Accounts and Transactional Accounts (CASA) aligned to Bank’s overall strategy.
• .Lead core banking products development process end-to-end from conception, design, development, testing, production releases to commercialization.
• Own full product life cycle covering post launch improvements.
• Implement optimal pricing for bank products to meet business objectives while ensuring competitiveness.
• New products enhancement in line with emerging needs and opportunities. 
• Manage product backlog and prioritize product development initiatives.
• Oversee and manage changes done on core banking products.
• Ensure accurate and up to date product parameters are implemented in the system including charges and rates.

Business Development- 20%

• Support business heads in designing product adoption strategies including cross sell /upsell opportunities
• Have a shared ownership for business KPIs on core banking products – CASA and Loans
• Work with marketing to organize market activation drives and campaigns for target products
• Product performance monitoring and reporting - define KPIs for product success in conjunction with Business heads
• Drive products innovations by embedding value added service from other product lines
• Ensure continuous customer education and knowledge on core banking products 

Governance, Risk and Compliance - 10%

• Ensure all bank products are duly approved by relevant stakeholders in line with Products & Innovations policy.
• Work with the compliance team to confirm/ensure that Bank’s products are approved and in compliance with CBK regulations and other applicable local and international laws
• Ensure all products meet defined KYC/AML standards set by the bank
• Work closely with Data Protection Officer to ensure adherence to set regulations on data protection for all bank products.
• Periodic review of operational policies and procedures as developed by the Risk and Compliance departments for adoption.
• Conduct regular business risk assessments, highlighting major risks to key stakeholders and recommending mitigations for identified risks. 

Training and Awareness - 10%

• Act as the product training champion across the branches and head office departments to promote product knowledge.
• Ensure that key facts document is up to date accurate. 3. Work with marketing team to ensure all customer facing collaterals like user guides, tariff guides FAQs, webpages, Application forms and other relevant information sources are up to date and accurate.

Key Relationships

Direct Reports to this Position - N/A

Customers of this Position:

• Corporate Business
• Retail and SME Business
• Bank Branches

Knowledge, Skills and Experience required for this Role

Job Knowledge:

• Deep understanding of core banking products, savings, current accounts and lending products
• Ability to grasp new ideas quickly and translate them into solutions
• Excellent knowledge of Flexcube core banking system.
• Knowledge of CBK prudential guidelines, rules and regulations

Job Experience:

• 7+ years’ experience in leading CASA and Loans product management

Education:

• Bachelor’s Degree from a recognized university in Business related field.

Desired qualities for this Role:

• Attention to details and organizational skills
• Flexibility to handle multiple complex projects
• Proven ability to build relationships and work effectively in cross-functional teams
• Highly analytical and organized.
• Results oriented and self-driven.
• Customer empathy
• A critical thinker and problem solver.
• Innovation driven and champion.

go to method of application »

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 relevant Bank authority.

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.

Key Relationships

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.
• Minimum B- in KCSE or equivalent
• Computer Literacy 

Competencies required for this Role:

• Working with People Shows respect for the views and contributions of other team members: shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
• Relating and Networking Easily establishes good relationships with customers and staff: relates well to people at all levels; builds wide and effective networks of contacts; uses humor appropriately to bring warmth to relationships with others.
• Delivering Results and Meeting Customer Expectations Focuses on customer needs and satisfaction: sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
• Following Instructions and Procedures Appropriately follows instructions from others without unnecessarily challenging authority; follows procedures and policies: keeps to schedules, arrives punctually for work and meetings; demonstrates commitment to the organization; complies with legal obligations and safety requirements of the role.
• Achieving Personal Goals and Objectives Accepts and tackles demanding goals with enthusiasm: works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies own development needs and makes use of developmental or training opportunities

go to method of application »

JOB PURPOSE

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

KEY RESPONSIBILITIES

Strategy & BD - 55%

• To implement the Institutional 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 for the assigned Sector.
• 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.
• Maintain 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 a strong pipeline for business development and prepare account plans for all customers under the portfolio.
• Maintain a good 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 and are within the approved limits. To ensure that all the covenants set in the facility documents are met and to take remedial actions in line with policy where there is any breach.

Compliance - 20%

• Ensure compliance with both internal and external regulatory requirements,
• Compliance with the Bank’s policies, procedures, and regulatory requirements,
• Working closely with risk and compliance units to ensure effective controls to mitigate business risks associated with institutional banking,
• Developing and continuously reviewing business operational policies and procedures ensuring their compliance,
• To ensure strict compliance with the various local laws, jurisdictions, bank risk standards and custodial services policy guide as regulated by RBA & CMA.

Human Resource - 20%

• Oversee management of assigned team,
• Develop career growth and personal development plan for team members,
• Assess the training needs analysis for team members to be incorporated into the overall departmental training plan
• Lead, motivate, and continuously develop a credible high performing team.

Other - 5%

• Safeguard and promote the bank’s image with the public.

KEY RELATIONSHIPS

Direct Reports to this Position

• Relationship Manger
•  Assistant Relationship Manager

Customers of this Position

• Branch Managers
• Business Development Team
• Credit Risk and Monitoring

KEY EXPERIENCE AND COMPETENCIES

Knowledge: Skills and Experience required for this Role

• Business graduate from an accredited University
• At least 5years’ 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 customers on offerings in the Bank and Group

go to method of application »

JOB SUMMARY:

The overall purpose of this role is to achieve business growth for the Bank by selling products and services to SMEs within assigned market segments and by promoting and selling other products and services of the Bank to enhance value-added relationship with existing customers.

KEY RESPONSIBILITIES:

Strategy - 20%

• To support the branches in increasing business in the sectors and segments allocated.
• Ensure implementation of the SME Banking strategy in line with the allotted Sector / Segment and aligned to the overall strategy of the Bank.

Acquisition: Business Development - 35%

• To onboard new customers so as to grow the Bank's liabilities, Assets and NFI 
• To service existing customers so as to continuously grow the Bank's liabilities, Assets and NFI 
• To increase product usage amongst existing customers in the portfolio assigned 
• To increase account activity and utilization amongst existing customers in the portfolio assigned 
• To ensure continuous engagement 
• To play a key role in product development relevant to the SME Banking sector. 
• To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times. 
• To effectively manage and expand the relationships with existing SME banking clients and bringing in new partnerships so as to ensure business growth and continuity. 
• To ensure continuous improvement in customer service and implementing effective retention of customers within the corporate banking framework.

Cross-sell, Retention & Servicing of Clients - 25%

• Provide advice on potential financial solutions based on identified needs
• Understand and Resolve and where necessary, escalate client queries in a timely and appropriate manner 
• Analyze financial requirements of customer and match with the Bank’s product offerings 
• To grow the Bank's wallet share in the SME banking sector within the designated portfolio / segment. 
• To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times. 
• Develop and maintain strong working relations with all existing clients at key levels to optimize the utilization of approved facilities 
• Ensure renewal of facilities such as overdrafts are undertaken in a timely manner and no limits expire / mature 
• Ensure proper communication to clientele in respect to any changes in the Banks services or products
• Manage all facilities in the portfolio to maintain an acceptable PAR 
• Ensure that the client has an active account by frequently reviewing the account to ensure that there are regular transactions depending on the nature of the clients business.

Compliance - 10% 

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

Talent Management - 5%

• Ensure personal development. 
• Ensure development of the team by also effectively charting their career paths.

Other - 5% 

• To safeguard and promote the bank’s image with the general public.

KEY RELATIONSHIPS:

Direct Reports to this Position;

• N/A.

Customers to this Position; 

• SME Clientele 
• Trade Finance 
• Treasury 
• All HODs 
• Regional Manager 
• Branches

Knowledge;

• Skills and Experience required for this Role
• Bachelor’s degree from an accredited University preferably with a Major in Finance, Accounting, Marketing or Economics 
• Excellent interpersonal skills 
• Excellent communication and presentation skills
• Organizing and planning skills 
• Information gathering, monitoring and analytical skills
• Problem analysis and solving skills
• Decision making skills

Competencies required for this Role 

• Emotional Intelligence; Dynamic individual with the ability to work under pressure 
• A passion for performance, building team play, and achievement in a competitive and dynamic environment 
• Commercial awareness and customer focus
• Strong networking skills, for both internal and external networks
• Delivering Results and Meeting Customer Expectations
• Achieving Personal Work Goals and Objectives 
• Entrepreneurial and Commercial Thinking
• Persuasion and Influencing
• Presenting and Communicating Information eloquently 
• Relating and Networking 
• Working with People

Problem Solving

• Ability to maintain a quality Asset book
• Ability to handle customer complaints and expectations in a diplomatic way
• Ability to foster teamwork with colleagues to enhance a good working environment
• Ability to conduct oneself in a professional manner ensuring that the Bank’s image and reputation is protected 
• Knowledgeable in analysing of statements of accounts and annual financial reports to ensure that the company’s earnings are correct in terms of industry and period of analysis

Accountability 

• Ensuring timely submission of reports 
• Ensuring seamless execution of tasks
• Ensuring adherence to the department’s SLA 
• Ensuring a customer satisfaction/retention mechanism

go to method of application »

JOB SUMMARY: 

The overall responsibility for the Branch Manager is to oversee business development and operations of the Branch while ensuring staff engagement, customer satisfaction, profitability and growth in line with the Bank's strategy.

KEY RESPONSIBILITIES:

Business Acquisition - 60%

• To implement the Bank's business development strategy at branch level including growth in customer base with concurrent growth in branch liabilities, assets, products per customer.
• To formulate and implement branch business plans, forecasts, pipelines and budgets and ensure their control and periodic reviews.
• To support marketing initiatives, monitor and provide regular feedback on products performance and ensure branch staff are well versed with all the banks products.
• To maintain and submit the Branch Manager - Sales Activity Report on a regular basis as per the agreed SLAs.

Service Delivery - 10%

• To oversee customer service delivery, maintenance and improvement of service standards in order to ensure customer satisfaction and retention through effective use of tools provided such as the Customer Relationship Management platform.
• To implement and monitor the operational and business risks management guidelines for the branch to maximize profitability.
• To maintain the look, feel and physical security of the branch premises for the  benefit of staff and customers.
• To adopt and take responsibility for the daily operational routines as stipulated by the Branch Manager Daily Routine Guidelines (BM-DRG) without fail.

People Management - 20%

• To provide leadership, direction to the branch team.
• To build, develop and motivate a high performing team through performance coaching and use of the available performance management and talent management tools provided by T & OD.
• To identify training gaps and recommend on required training interventions.
• To propagate and uphold the SBM Culture and cascade the SBM Vision, Mission, Strategy, Values, 9 Habits and Core competencies to the branch team.

Compliance - 10%

• To ensure compliance with both internal and external regulatory requirements.
• To work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• To ensure implementation and compliance with operational policies and procedures.

KEY RELATIONSHIPS:
Direct Reports to this Position:

• Service Delivery Manager
• Relationship Managers and Officers

Customers of this Position:

• All Branch clientele

Knowledge; Skills and Experience required for this Role:

• Be a holder of Bachelors degree in Business related field.
• Professional banking qualifications such as AKIB will be added advantage.
• Knowledge of operational policies, procedures and legalities relevant to branch operations.
• At least 5 years' managerial experience in the banking industry.

Competencies required for this Role:

• Entrepreneurial and Commercial Thinking
• Leading and Supervising
• Relating and Networking
• Persuading and Influencing
• Presenting and Communicating Information
• Delivering Results and Meeting Customer Expectations
• Deciding and Initiating Action
• Planning and Organizing