Senior Operations Officer - Kilifi

Date Posted: March 4, 2024, 5:23 a.m.

SBM Bank

Job Description


Branch operations supervisor; authorize and supervise both teller and customer service transactions, managing branch cash levels and ensure all customer instructions are accurately executed by branch officers.


Operations - 40%

Support succession plan by being a proxy to Assistant manager service delivery and customer service

Authorize all customer instructions and system related entries within the approved limits and ensure all KYC requirements are met before transactions are processed.

Carry out the role of bank signatory within the approved limit.

Custodian of vault, safety deposit lockers, ATM and branch keys

Ensure optimum levels of cash are maintained in the branch, manage cash within authorized limits and repatriate any excess cash to CBK.

Reconciliation of branch internal accounts and general ledgers on a daily basis and ensure exceptions are escalated as per policy.

Ensure 100% revenue collection in the branch

Ensure compliance with internal and external regulatory requirements.

Accounts Management; Verification of account opening, closing and amendments of static data documents, ensuring proper filling is done and all the FDR receipts and the account opening Documents are under lock and key.

Submit Risk and compliance self-assessment(RCSA) report to supervisor for Review

Customer Service/Experience - 30%

Timely resolution of customer queries and complaints in line with the set SLA and TAT

Log in and Update customer enquiries on CRM portal

Safeguard and promote the bank’s image at all times

Facilitate preparation of balance and audit confirmation reports

Avail customer instruments such as Prepaid, Debit, and Credit PINs within agreed time lines.

Fixed Deposits; Ensure booking and liquidation of fixed deposits and receipt of properly mandated instructions from the relevant personnel, to call clients on FD related issues

Safeguard and promote the Bank’s image at all times.

Audit and Risk - 20%

Ensure audit and risk ready environment on a daily basis to sustain branch business and prevent operational losses in the branch

Strict adherence and compliance to AML guidelines of the ban

Adherence to product guidelines and internal operational policies and procedures

Incident reporting as per the set up escalation matrix

Comply with respective Money Laundering prevention procedures and be alert at all times to unusual activity and report to assistant manager, BM, Risk and Head-Branch Operations

Generation and filing of reports

Reviewing the key register, ensuring that the key register is up-to-date with corresponding key holders

People management - 10%

Supervise tellers and customer service officer work

Organize and conduct service delivery and operations meetings in the absence of SDM

Teller, Customer Experience Advisor & SDM proxy.


Customers of this position

Branch staff, Central office staff.

Service providers

External & Internal Customers


Knowledge; Skills and Experience required for this Role

Job Knowledge:

Have proper training and experience in teller and customer service role.

Sound knowledge of Banking Operations Best Practice and Methods.

Ability to grasp new ideas & concepts quickly.

Self-driven individual with the ability to work under pressure.

Passion for performance, team play and achievement in a competitive and dynamic environment


At least three years’ experience in a similar position in a reputable bank


Graduate from an accredited University preferably in Business related course.

Competencies required for this Role:

Adhering to Principles and Values

Planning and Organizing

Achieving Personal Work Goals and Objectives

Leading and Supervising

Delivering Results and Meeting Customer Expectations

Analytical & Innovative

How To Apply

Interested and qualified candidates should make their applications to SBM Bank via the link, Jobs at SMB Bank

Apply for this Job Now

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