The new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds from cutting edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from best-in-class choice of products to investment solutions tailored to your specific needs.

Experience Designer

Job Purpose Statement

To guarantee high level of customer service, management of branch cash, observance of branch routine standards as well as ensuring that customers items are captured and transacted accurately.

To observe compliance & control requirements and support the business development initiatives of the Branch.

Key Accountabilities (Duties and Responsibilities)

Internal Controls, Processes & Procedures 50%

• Ensure proper controls, processes & procedures are adhered to at all time as per the laid down NCBA bank policies, Business Continuity Plan (BCP) implementation and disaster recovery co-ordination
• Supervision of Tellers including carrying out snap checks as necessary.
• Ensure proper checks at all times before signing any bank instruments & instructions as mandated.
• Manage vault limits, cash in transit costs & safe custody of customer tools.
• Ensure compliance with Operational, Security, Controls & processes risks requirements to avoid losses & prevent fraud arising from operational lapses, and to protect bank and customers assets.
• Authorisations of Customers transactions to be done promptly as per the laid down procedures and TAT.
• Prevention of exposure to and impact of risks associated with Teller transactions.
• Ensuring that there are no security lapses in the secured area.
• Ensure branch is opened & closed as per the approved timelines. Operations staff to be ready to serve customers.
• Ensure that the NCBA bank’s Policies are adhered to at all times when handling different products.
• Ensure that the branch achieves a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted
• Ensure you and your team remain are alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to: “identifying your customer, knowing your customer, reporting suspicious transactions, safeguarding records and not tipping off to customers”

Customer Experience 20%

• Attend to all customer queries received at the branch and offer appropriate intervention to conclusion as per the laid down TAT.
• Maintain and enhance communications with the Relationship Managers and customers to facilitate the flow of information and foster co-operation.
• Ensure a high level of customer service is maintained at all times by managing the customer queues, monitoring banking hall and advising the BOM accordingly.
• Ensure customers are well informed of the NCBA Bank products by displaying relevant up to date information in the banking hall.
• Ensure key customers are identified and given enhanced service in the banking hall.
• Capture all customers complaints and ensure they are all logged in and updated in CRM

Financial & New Business growth 20%

• Together with the BOM & BM, create ownership of the branch strategy and targets.
• Support the branch operations team in achieving its customer retention objectives, acquisition and growth goals.
• Ensure that there is no revenue leakage in the branch.
• Ensure effective management of all branch costs. (overtime, CIT, consumables, utilities etc)

People, Learning and growth 10%

• Ensure proper training of new staff.
• Ensure that staff attend scheduled internal and external trainings.
• In conjunction with the BOM, ensure staff proceed on leave as required.
• Career growth enhancement for self and direct reports

Job Specifications

Academic Qualifications:

• Bachelor's Degree in social sciences or a business-related field

Professional Qualifications:

• AKIB training, will be an added advantage
• Cashiering and Vault management training is a must.

Work Experience:

• Minimum of 3-4 years working experience in branch operations, with a minimum of 1 year as a custodian.
• Good performance rating in the last two years.

• Ensure proper controls, processes & procedures are adhered to at all time as per the laid down NCBA bank policies, Business Continuity Plan (BCP) implementation and disaster recovery co-ordination
• Supervision of Tellers including carrying out snap checks as necessary.
• Ensure proper checks at all times before signing any bank instruments & instructions as mandated.
• Manage vault limits, cash in transit costs & safe custody of customer tools.
• Ensure compliance with Operational, Security, Controls & processes risks requirements to avoid losses & prevent fraud arising from operational lapses, and to protect bank and customers assets.
• Authorisations of Customers transactions to be done promptly as per the laid down procedures and TAT.
• Prevention of exposure to and impact of risks associated with Teller transactions.
• Ensuring that there are no security lapses in the secured area.
• Ensure branch is opened & closed as per the approved timelines. Operations staff to be ready to serve customers.
• Ensure that the NCBA bank’s Policies are adhered to at all times when handling different products.
• Ensure that the branch achieves a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted
• Ensure you and your team remain are alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to: “identifying your customer, knowing your customer, reporting suspicious transactions, safeguarding records and not tipping off to customers”
• Attend to all customer queries received at the branch and offer appropriate intervention to conclusion as per the laid down TAT.
• Maintain and enhance communications with the Relationship Managers and customers to facilitate the flow of information and foster co-operation.
• Ensure a high level of customer service is maintained at all times by managing the customer queues, monitoring banking hall and advising the BOM accordingly.
• Ensure customers are well informed of the NCBA Bank products by displaying relevant up to date information in the banking hall.
• Ensure key customers are identified and given enhanced service in the banking hall.
• Capture all customers complaints and ensure they are all logged in and updated in CRM
• Together with the BOM & BM, create ownership of the branch strategy and targets.
• Support the branch operations team in achieving its customer retention objectives, acquisition and growth goals.
• Ensure that there is no revenue leakage in the branch.
• Ensure effective management of all branch costs. (overtime, CIT, consumables, utilities etc)
• Ensure proper training of new staff.
• Ensure that staff attend scheduled internal and external trainings.
• In conjunction with the BOM, ensure staff proceed on leave as required.
• Career growth enhancement for self and direct reports

• Bachelor's Degree in social sciences or a business-related field
• AKIB training, will be an added advantage
• Cashiering and Vault management training is a must.