Primary Responsibilities

• Assisting the Head of CAO in the overall management/oversight of the Central Account Opening department, by ensuring that the department operates as prescribed under procedure manual, memos and guidelines with a view of ensuring customer satisfaction.
• Ensure thorough vetting of all Account Opening forms & documents as well as customer information update instructions.
• Ensure that all exceptions in account opening documentation are duly approved in accordance with existing guidelines and logged in the deficiency report.
• Adherence to existing guidelines in regard to account opening documentation.
• Accurate verification of maintenances of customer account, image capture, customer accounts modification, NEXTGEN and mobile banking.
• Adherence to the Bank’s Tariff & Concessionary Policy when opening and closing accounts
• Handling of customers complaints and inquiries to ensure they are dealt with immediately upon receipt and / or without undue delays.
• Arranging work schedules and prioritizing work to meet departmental SLA
• Performing of duties with minimal supervision but seeking guidance where and when appropriate to the job and consulting appropriate staff when necessary.
• Positive Response expected to calls for team tasks i.e. crisis management or other duties assigned by the supervisor.
• Ensure positive response to additional duties and participation in banks projects and initiatives.
• Ensure that audit exceptions are addressed.
• Any other duties allocated by the supervisor

Key performance Indicators

• Work accuracy, thoroughness and effectiveness
• Nil number and value of frauds perpetrated, Nil number of fraudulent accounts opened.
• Reduced internal/external customer complaints
• Adherence to the set departmental SLA for all processes

Knowledge & Experience

• At least 2 years’ work experience in banking and a holder of a degree in any business-related course.
• Professional qualification in banking (AKIB) is an added advantage.

PRIMARY RESPONSIBILITIES:

• Prepare insightful reports on economic and industry trends for consumption by relevant governance forums for informed decision making
• In liaison with the Line Manager, develop, maintain, monitor, and update a tracker showing progress on execution of deliverables in line with the 3-year strategic implementation activities and escalate notable deviations
• Support definition of KPIs under the Balanced Scorecard for the Bank and Group Subsidiaries and developing a tracking tool to monitor performance.
• Assist the Line Manager in translating initiatives, work streams and milestones into project plans which ensures successful project completion
• In liaison with the Line Manager assist in setting target metrics / KPIs for work streams and tracking targets set
• Monitoring and tracking of initiatives, facilitating initiative approvals at various stages, reporting deviations, and suggesting remedial actions
• In liaison with the Line Manager support the review of Business plans for initiatives prior to senior management sign off
• Conduct assessment of performance of strategic initiatives to support performance reviews.
• Preparation of periodic reports on progress of transformation for review by the Line Manager
• Deputising for the Senior Manager and attending work stream meetings to support initiative owners in transformation.
• Enforce the cadence process in place and support the change management activities–held within work stream and attend to support sponsors where required
• Identify, analyse, and prepare mitigation tactics for risk (Signaling blocking points and flagging these timely to S&T GM and Senior Manager)
• Identify and manage anticipated resistance including keeping track of any changes to cadence and correct, if need be, to keep discipline
• Responsible for management of the Wave solution (used to track performance of strategic initiatives) including administration, Wave training, assisting users with Wave queries and link with Wave support team.
• Support the periodic reviews of the Group and Bank strategic plan and continuous reporting of the progress to the various identified governance forums

KEY PERFORMANCE INDICATOR

• Quality and usefulness of insights provided and adopted.
• Performance of Bank (K) under its Balanced Scorecard.
• Strategic initiatives completed in line with project plan and budget.
• Compliance with Strategy Governance Calendar
• Support provided to the Subsidiaries in managing and monitoring their Strategy

Knowledge and Experience

• Ability to understand and translate strategy into action
• Deep understanding of the Balanced Scorecard approach to performance management
• Ability to translate data into useful insights for strategic decision making
• Advanced knowledge and experience in use of excel
• Strong analytical and numerical skills
• Ability to project manage complex and multifaceted strategic projects
• Knowledge and experience in project management
• Effective communicator & good relationship management skills
• Excellent negotiation and influencing skills
• Good interpretation and decision-making ability
• Good people management skill
• Ability to work independently/self-driven
• Good knowledge of other project management applications
• Strong planning, coordination, and time management skills
• 5 years overall strategy/ performance management / banking experience 3 of which should have been at managerial level