JOB PURPOSE:

The overall purpose of the Senior Officer AMU position at central operations is to deliver exceptional service and guarantee compliance of accounts and other operational processes in line with the Banks policies and operating Procedures.

KEY RESPONSIBILITIES:

Operational Management – 60%

• Ensure that account opening is done as per the laid down policies and procedures.
• Monitor and manage accounts in compliance with in  the laid-down instruct ions.
• Ensure t hat new account s are subjected to full KY C, World check and
• IPRS before onboarding.
• Ensure that except ion report s are up t o dat e and shared with  branches
• prompt ly for act ion
• Ensure that dormant account react ivations are rev iewed and executed accurately wit hin the set TAT
• Ensure that account inst ructions are rev iewed and executed accurat ely wit hin the set TAT
• Ensure that cheques book orders from branches are act ioned prompt ly within the set SLA
• Ensure RCSA report s are executed and submit ted quarterly
• Manage a team of Officers by prov iding coaching and support aimed at building their knowledge and expert ise in A ccount Management

Risk & Compliance – 20%

• Ensure Adherence to Operational Risk Management and Controls to ensure that the unit achieves a minimum Risk and Audit rating of “Satisfactory” as well as ensure appropriate remedial action is taken in response to the Risk and Audit findings.
• Enforce adherence to regulatory requirements and deadlines with real- time escalation of any possible operational incidents / fraud / complaints to Manager, Account Management Unit.

Customer Care – 10%

• Respond to branch queries and customer complaints within the set Service level Agreements with precise solutions.
• Escalate all customer issues beyond job scope to the Manager Account Management and ensure follow through for closure.

People Management – 10%

• Lead and   manage   subordinates by   providing guidance   and coaching, as required.
• Identify staff training/development needs and escalate them to the Manager, AMU.

KEY RELATIONSHIPS:

D i r ec t Reports to this Position

• Officers Retail Support

  C ustomers of this Position

• All branches and departments
• Business Development Teams
• Acquisition Leadership Teams

K nowledge; Skills and Experience required for this Role:

J o b Knowledge

• A thorough understanding of operational risk (fraud, credit risk and errors).
• Know ledge of checks and procedural controls built into processing and systems.
• Knowledge of the Anti-Money Laundering Act.
• Knowledge on the Prudential guidelines and KYC.

S k ill s

• Problem solving skills
• Attention to detail
• Excellent planning skills

Jo b Experience

• 2+ years relevant experience in the banking industry with an understanding of the back-end activities in Account Management Functions.

E d ucation

• Bachelor’s degree in any discipline.

Competencies required for this Rol

• Deciding and Iinitiating Actions
• Leading and Supervising
• Adhering to Principles and Values
• Analyzing
• Delivering Results and Meeting Customer Expectations
• Following instructions and Procedures
• Coping with Pressures and Setbacks