SBM Hiring Assistant Manager, Service Delivery (2Post)
To oversee and manage the branch operations and to ensure that the agreed standards in these functions are adhered to and to take responsibility for risk and audit ratings and prevent revenue leakage. Ensure staff engagement, customer satisfaction, profitability, and growth in line with the bank’s strategy.
Key Responsibilities
Process & Governance – 36%
Operations
- Ensure that the branch operational control environment is sound through strict adherence of the approved standard operating procedures.
- Routinely sensitize and train staff on processes and procedures, and control measures as per policy.
- To monitor Automated Teller Machines (ATMs) for uptime and general condition.
- To ensure that the Teller specification records are scrutinized through voucher review and tick back of the Transactions Journal for accuracy when processing customer transactions.
- To monitor voucher flow in the branch and to Operations processing center.
- To attend to related telephone calls and customer queries and adherence to SLAs & TAT.




- Conduct snap checks on operational procedures and service standards to ensure complianceTo ensure change of static data of accounts and any other accounts related instructions.
- To monitor start of day/end of day on core banking system and other bank systems.
- To ensure branch accounts, assets, general ledgers and instruments are reconciled.
- To ensure daily reconciliations of key processes are done as per policy and all reports are filed as per policy.
- Ensure Management of dormant accounts as per laid down procedure.

Customer – 20%
- Ensure all customer service standards and TATs are adhered to and to in the branch in line with service level agreements
- Manage external communication with customers at the branch well by ensuring professional standards are maintained.
- Ensure all customer interactions and feedback is captured in the Customer Relationship Management System (CRM) and fol

📌 SBM Hiring Assistant Manager, Service Delivery (Soledad)
🏢 Opportunities For Young Kenyans
📍 Soledad