Officer I, Central Operations

Officer I, Operations

Job Purpose:

• To effectively attend to bank’s customers with their cash/cheques. Internal transfer or any back-office transactions on a daily basis whilst ensuring that the bank’s TAT is maintained at all times.
• To maintain high levels of customer service standards in order to maximize customer satisfaction.

Key Roles and Responsibilities:

• Clearing processes performed i.e., inwards, incoming efts, direct debits, outward cheques, standing instructions, outgoing efts, salary and supplier transfers, unpaid cheques, all core entries for all the clearing transactions, sending of outward file and assisting in any other related queries from the customers.
• Handling and Maintenances of CIFs and Account Opening updates in CBA.
• Handling and any kind of maintenance of term deposit liquidations, rate and tenor changes and bookings including printing of statements and withholding tax certificates and assisting in any other related queries from the customers.
• Processing of Mpesa transactions & balancing/reconciliation of paybills, cellulant, jambo pay & pesa-link transactions.
• Itax Reconciliation and Itax bank closure.
• Handling client cheque books orders.
• Internet Banking Creation, Maintenance and Support
• Handling bank letters
• Assist with dispatch of outgoing mail and incoming mail (from the branches) by the courier.
• RCC onboarding, handling, and support
• Ensure maintenance and effective utilization of physical assets
• Cross-selling of bank products and services
• Explain, advise on and promote bank products and services to customers
• Identify referral opportunities and make relevant referrals
• Ensure compliance with all internal controls and established policies and procedures
• Handling any other role that may be assigned by Management from time to time in the course of duty within Operations.

Key Performance Indicators:

• Level of customer satisfaction (target nil customer complaints) through direct customer feedback and other channels e.g. suggestion box, mystery shopper reports etc.
• Number/value of transactions per day
• Processing efficiency/ Achievement of service level agreements (SLA’s)
• Zero fraud tolerance
• Prompt balancing at the end of the day
• Error rate in processing
• Number of customer complaints
• Number of Operational non-compliance exceptions

Academic Requirements:

• Minimum of a Bachelor of Business/Finance or Banking degree from a recognised institution
• Banking/Finance Certification will be an added advantage

Experience:

• Minimum of three (3) years’ experience in a similar role
• Experience in Branch operations covering Customer service and basic operations

Core Competencies:

• Banking/Financial Institutions Knowledge
• Product Knowledge
• Financial & Business Acumen
• Customer Engagement

Professional Competencies:

• Accountable
• Excellence
• Team Player/Collaboration
• Leadership
• Works Strategically
• Relationship Building

Technical Skills:

• Customer Service skills
• Good understanding of bank operations
• Basic Computer Skills
• High level of honesty and integrity
• Good interpersonal skills
• Self-motivated & work with minimum supervision
• Highly organized
• Ability to work under tight deadlines

Knowledge:

• In-depth knowledge of the bank’s products, banking industry’s standards, regulations, laws, CBK guidelines and general bank operations
• Sound knowledge of Teller, Term Deposit, Banker cheque, Internal Transfer, cheque book, clearing policies and procedures

The deadline for submission is 30th September 2026