Stima Sacco Member Support Assistant Jobs in Kenya


Stima Sacco Member Support Assistant Jobs in Kenya ;The Member Service Fulfilment Supervisor provides leadership, supervision, and operational oversight of the Member Service Fulfilment Team. The role ensures timely, accurate, and compliant processing of approved routine member service requests received through the Contact Centre and digital channels, while driving operational efficiency, compliance, and member satisfaction.

Key Responsibilities

  • Plan, coordinate, and supervise daily activities of the Member Service Fulfilment Team.

  • Oversee timely and accurate processing of member service requests across all channels.

  • Monitor team performance against SLAs, turnaround times, productivity, and completion targets.

  • Conduct routine quality reviews, identify recurring errors, and implement corrective measures.

  • Ensure adherence to SOPs, KYC, internal controls, maker‑checker principles, and data protection requirements.

  • Review operational exceptions, escalate issues, and coordinate corrective actions from audits.

  • Promote professional, responsive service to improve member satisfaction and reduce repeat requests.

  • Coach, mentor, and support team members; conduct performance reviews and identify training needs.

  • Collaborate with Branch Operations, ICT, Shared Services, Digital Banking, Risk, Compliance, and Audit teams.

  • Identify workflow improvement, automation, and process re‑engineering opportunities.

  • Analyse operational data and prepare periodic reports on SLA performance, productivity, and quality.

  • Promote fraud awareness and ensure secure handling of member information.

    Qualifications

  • Bachelor’s degree in a business‑related field from a recognized institution.

  • Minimum 3 years’ experience in customer service, banking operations, contact centre, or digital service delivery, with supervisory experience.

  • Proven ability to plan, coordinate, and supervise operational workflows.

  • Strong understanding of mobile banking, internet banking, CRM, IVR, and digital service channels.

  • Strong supervisory, coaching, mentoring, and performance management skills.

  • Ability to identify and implement process improvements and digital service solutions.

  • Solid understanding of customer experience principles, service delivery standards, and complaint management.

    How to Apply

    For more information and job application details, see; Stima Sacco Member Support Assistant Jobs in Kenya

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