Sidian Bank Channel Operations Manager Jobs in Kenya

Sidian Bank Channel Operations Manager Jobs in Kenya

Job Purpose

  • Responsible for prompt and efficient handling of Channel related support functions while adhering to the set policies and procedures.

  • The role shall manage the Channel Operations function which covers card production, Mobile and Internet Banking processes which are essential in providing excellent customer experience. .

    Key Responsibilities and Activities

    Card Management

    • Authorize Card blocking/unblocking

    • Ensure credit card monthly billings and actioning of customer requests

    • Ensure ordering of credit and debit cards and dispatch within set TAT

    • Authorization of corporate card orders and cheque book orders

    • Receive and dispatch daily pin mailer order dispatch & reconciliation

    • Handling all card queries are resolved within set TAT

    • Ensure customers receive credit card statements within set timelines

    • Management of all settlements, refunds and reversals

    • Creation and enforcement of all business operations processes including merchant onboarding, service management, incident management, service level agreements

    Mobile, Internet and M-Pesa Functions

    • Authorize VBS and Internet banking registration /deregistration

    • Sensitization of customers on digital channels

    • Reporting on various channels on various fronts

    • LNM sim cards acquisition and distribution

    • LNM onboarding -New applications activations, Take overs

    • Whitelisting of tills/pay bills to real time settlement

    • M-Pesa float management

    Money Transfers and Agency Banking

    • Agency Banking – CBK approvals, opening of agency accounts, activation of agent

    • Support branches on money transfer services (Western Union and Money Gram)

    Reports and Other Functions

    • Channel operations daily, monthly and quarterly reports preparation

    • Periodically participate on reviews to the manual and automated processes, systems and procedures in place and ensure they are effective and efficient

    • Ensure prevention of income leakage within channels

    • Ensure smooth people management functions for staff including training of staff and mentorship, managing performance, employee relations etc

    Decision Making Authority

  • The Manager has full responsibility of channel operations, from providing direction to stakeholders to ensure service procedures and methods are compliant with Bank and best practice standards.

  • Ensure consistency of high quality of Channel Operations through process review to provide excellent customer experience.

  • Should provide channel dashboard which assist the management in making decision.

  • Should escalate decisions relating change of policies and critical decisions that are contractual between service providers and the bank.

    Skills & Competencies

    • Team player.

    • Good interpersonal skills

    • Good oral and written communication skills

    • Attention to detail.

    • Be able to establish own work schedule and work under minimum supervision

    • Knowledge of Bank’s organizational structures and operational procedures

    • Good analytical skills

    • Being Pro – Active

    • Acting with Integrity

    • Understanding of Prudential guidelines on KYC and AML

    Academic Background

    • Bachelor’s degree in a business or business related course

    • Diploma in Banking-AKIB will be an added advantage

    Work Experience]

    • At least 5 years in banking preferably in operations

    How to Apply

  • For more information and job application details, see; Sidian Bank Channel Operations Manager Jobs in Kenya

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