Manager, Retail Operations & Compliance at KCB Bank Kenya

KEY RESPONSIBILITIES: MUST NOT BE MORE THAN 10

Oversee the documentation, review, and update of Standard Operating Procedures in liaison with the Group Re-engineering Team, HO functions, regional offices, branch management and Job holders

Risk and compliance Management

• Follow through to ensure Regions and branches proactively manage risks through embedded process of proactively Identifying, assessing, mitigating, controlling, monitoring and reporting all events that have risk exposure potential. 
• Reporting up the chain and to Group Risk function all risks identified to facilitate prudent risk mitigation strategies
• Reviewing operations within the branch network and provide preliminary analysis on all events that have risk exposure potential
• Analyze and review operational procedures to mitigate against operational risks and ensure high operational standards.
• Through the Regional offices ensure compliance by branches with anti-money laundering policies and procedures as guided by the operations Manual and the AML/KYC manuals.

External and internal Audit

• In liaison with Finance and Compliance Risk functions, engage with external auditors and coordinate submission of relevant information track closure of Retail actions.
• Oversee closure of internal audit issues
• Prepared a summary of executive report. 

Operational losses, Frauds and Forgeries

• Track data on frauds, forgeries, staff delfalcation, theft/burglary and compile reports with a view to make appropriate recommendations to prevent future recurrence/lapses.
• Review and analyse all Forensic reports and ensure all recommendations are implemented and any disciplinary cases are followed up to logical conclusion.
• Support regions and branches to ensure adherence to policies, processes, procedures as per documented operating standards(e.g. SOP’s) in order to enhance internal controls to mitigate frauds and forgeries

Prepare Board Papers and act as alternate chair of DORCCO

• On a quarterly basis prepare Audit Committee Board papers for refunds, Write offs or other actions to be presented  to the Executive Committees EXCO  and       Board Committee ( those relating with Retail Operations)
• Coordinate monthly Retail DORCCO meeting and ensure timely closure of issues raised and escalation to K -ORCCO.

Coordinate Training 

• Carry out training workshops for Regional Service Quality & Compliance Managers in Regions and Managers Service Quality& Compliance in branches
• Obtain a schedule of training needs for all staff in branches.
• Obtain monthly report on trainings undertaken.
• Track departmental trainings.
• Track branch training in liaison with Regional Office.
• Query HR on any gaps in training.
• Carry out training workshops for Regional Service Quality & Compliance Managers in Regions  and Managers Service Quality& Compliance in branches

Customer Complaints Resolution 

• Resolution of the complaints escalated to Retail HO
• Analyse and determine critical areas of improvement within the branches and facilitate workable resolutions in Liaison with HO support units so that it does not recur; BSR( Process /SOPs) , Legal; Credit ;AOPC;     

Staff performance tools

• Coordinate review and update of Retail Branch Job descriptions.
• As part of the BSC committee, support quality checks on Retail standardized Branch Balance Scorecards.

DAILY RESPONSIBILITIES: NOT MORE THAN 5 OF THE MOST TYPICAL

• Participate in cross functional meetings and ad hoc Retail meetings on behalf of Retail 
• Broadcast to the branch network any vital information that is important for day to day running of the business and conclusively respond to internal communication i.e. E-mails, telephone and letters
• Follow up compliance issues. 
• Handle escalated  customer complaints 
• Review processes to mitigate operational gaps. 
• Handle  Retail operational risk issues - DORCCO and GORCCO issues 

MINIMUM POSITION QUALIFICATION REQUIREMENTS

Academic & Professional

• Education     Bachelors Degree    Business Administration     RQ
• Professional Qualifications    AKIB, CPA (K)    AA     
• Masters Degree    Business Administration    AA     
• Professional Qualifications    Proficiency in MS Office    RQ

Experience
Total Minimum No of Years Experience Required

 8 years

Detail    Minimum No of Years    Need Type[5]

• Experience Area 1- Banking Operations     5    RQ
• Experience Area 3- Customer Relationship Management       4    RQ
• Experience Area 2-Operations in Retail H/O     3    RQ
• Experience Area 4-Audit/Compliance role    3    RQ
• Experience Area 3-Credit    2    DE