Background information about the job or company (e.g., role context, company overview)

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.

Responsibilities or duties

The job holder is responsible for the overall management of the Branch operations to achieve and maintain good customer relations, operational efficiency and compliance with operational guidelines and procedures.

Qualifications or requirements (e.g., education, skills)

Bachelor’s degree in a Business related field from a recognized institution.

CPA (K), ACCA or its equivalent.

Member of Associate of Kenya Institute of Bankers (AKIB) or its equivalent professional body.

Excellent communication and interpersonal skills.

Excellent problem solving and decision-making skills.

Excellent change management and people management skills.

Experience needed

At least 5 years relevant experience.

• Approve new accounts in line with KYC procedures.
• Conduct daily, weekly and monthly review of operations reports to ensure exceptions are acted upon or escalated within acceptable time frames.
• Ensure correct and accurate completion of all customer instructions and approve them for processing at central operations.
• Manage operational risk and ensuring compliance with controls.
• Implement audit recommendations pertaining to all the departments under the Branch operation’s jurisdiction.
• Review and/or monitor transactions i.e. withdrawals, deposits, transfers and ensuring that any money laundering and fraudulent activities are identified.
• Proactively monitor accounts to avoid excesses and reviewing overdrawn savings accounts and non-borrowing current accounts, in addition to following up with customers as per the prescribed procedure guidelines.
• Review Inter Branch transactions report and ensure that the entries initiated by other Branches are bona fide and all outstanding items are reconciled and applied accordingly.
• Review suspense GL Accounts; Holdover and Transit GL accounts on a regular basis to ensure that entry items are reversed within acceptable time frames.
• Ensure availability of all service delivery channels to ensure customers are kept fully attended to and that expectations are met.
• Supervise front office and Back-office operations to ensure quick turnaround time on service delivery.
• Manage efficient, timely and accurate processing of customer enquiries and complaints.
• Cross-sell the Bank’s products and services.

• Excellent communication and interpersonal skills.
• Excellent problem solving and decision-making skills.
• Excellent change management and people management skills.

• Bachelor’s degree in a Business related field from a recognized institution.
• CPA (K), ACCA or its equivalent.
• Member of Associate of Kenya Institute of Bankers (AKIB) or its equivalent professional body.