6 Jun 2016

Stanchart Bank Jobs : Branch Operations Manager

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Branch Operations & Service Manager Job at Standard Chartered Bank, Kenya
Job ID:516470

  • In charge of Operational Excellence and Service Delivery at the branch and supporting Branch Management in delivery of all key deliverables for the branch.

Operations & Service Manager Job Key Roles and Responsibilities

  • Overall responsibility for service in the Branch

Customer Instructions

  • Ensure prompt and accurate actioning of customer instructions
  • Track correction of errors

Customer Feedback

  • Track complaint resolutions in CEMS
  • Drive team action plans for improvement of Branch NPS scores.
  • Ensure prompt actioning of customer instructions.


  • Ensure service delivery is done within laid down procedures to protect the assets of the customer and those of the Bank
  • Overall custodian of branch records, cash, reserve stock, blank forms, safe custody
  • Custodianship of all Branch inventory
  • Custodianship of Branch Key Register and Branch Stamps Register


Alternate DCC

  • Responsibility for Branch Security
  • Overall responsibility for Health & Safety
  • Ensure the Branch has a trained Fire Marshal and First Aider
  • Overall responsibility for Branch Look and Feel
  • Overall responsibility for maintenance of adequate level of stationery

Branch Cash Management

  • Overall responsibility for management of Branch Cash
  • Enforcement and monitoring of adherence to controls around management of Branch cash
  • Adherence to Branch Cash Holding Limits, Teller Floor Limits, Cash repatriation guidelines
  • Adherence to controls of reconciliation of Branch
  • Prompt reporting of Teller Differences
  • Branch Suspense Accounts
  • Overall responsibility for reconciliation of Branch Suspense Accounts
  • Overall responsibility for actioning outstanding Nostro, CSA, Unprocessed OTTs/RTGSs
  • Authorisation of Transaction and Customer Instructions
  • Verify and authorise transactions posted by Branch Makers per Delegated Authority.
  • Verify and Sign-off Back Office entries
  • Verify local authorised signatures on instructions received from other Branches/Units

Perform Call Backs

  • Verify and authorize Customer Instructions scanned on filenet-eops via Africascan solution (Checker)
  • Operational Risk Items
  • Develop action plans and follow up gaps identified from socialized Audit/BORM reports
  • Initiate operational write-offs

System Administration

  • Overall responsibility for system administration, reports printing and distribution
  • Custodian of System Security User IDs
  • Review of system access


  • BCP & Emergency Coordinator
  • Maintain updated BCP and Branch and Offsite


  • Overall responsibility for Leave Management for Service & Operations Department
  • Performance management for reports
  • Co-ordinate all training activities including eLearning for all Branch Staff
  • Co-ordinate robbery awareness presentation and fire/bomb drills

Operational Losses

  • Identify operational lapses in the Branch
  • Raise incident reports and track for closure
  • Provision potential losses
  • Initiate write-offs for operational losses.

Audit & Reviews

  • Review socialized reports and report existing gaps to TL BORM
  • Draw action plans and follow up.
  • Liaise with BORM for closure of gaps indentified
  • Ensure full customer due diligence; completeness to account opening documentation and adherence to authorization requirements in line with Anti-Money Laundering & CDD Policy.


  • Investigate and close Norkom Alerts
  • Primary contact for confirmation of PME reports and exceptional transactions escalated by TMU

Ensure that CDD & Anti-Money Laundering requirements are followed as follows:-

  • Ensure all reasonable steps are taken to verify the identify customers.
  • Retain adequate records of identification, account opening and transactions
  • Make prompt reports of suspicious transactions (STR) and suspicious activities (SAR) using the right internal channels
  • Maintain raised awareness of Anti-Money Laundering prevention by training all staff /attending training sessions, through eLearning or any material updates provided by the Bank

Qualifications and Skills for Operations  & Service Manager Job

  • Advanced School certificate with 5 years banking experience/Graduate with 3 years Banking experience
  • Deep understanding/experience in Branch operations including cash management, transaction processing
  • Good understanding of System Administration, and eBBS
  • Good understanding of Banks operations and compliance risk framework


How to Apply

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