Experience

Absa Bank Kenya PLC

• Banking
• 100 - 200 Employee

• Branch Operations Lead

  • May 2015 - Present

  Ensuring proper controls, processes & procedures are adhered to at all times a bank policies. • In charge of the branch opening and closing approved regulatory timelines and ensuring operations staff are ready and equipped to serve customers. This includes opening and closing branch batches on the core banking system. • Ensuring all relevant system reports are printed, appropriately reviewed, signed off on timely basis and filed as per Absa Records Management policy. • Ensuring the team remains alert to the risk of financial crime and assist in the Banks efforts in combating it by adhering to the key principles in relation to: positively identifying your customers, knowing your customer, reporting suspicions, obtaining correct supporting documents in regard to LCT/OTT/FX Trades, safeguarding records and not disclosing suspicions to customers. • Responsible for strict cost management in the branch by reviewing all service provider quotations before the work can proceed. In addition, BOM/BOO must conduct regular reviews of the following cost elements: • Lead the branch team in supporting the branch to achieve its Customer retention objectives, Transaction migrations from the counter to alternate channels, balance sheet growth goals and acquisitions. Support will include : Achieving branch sales targets as well as participating and leading sales activations • Ensuring new business is properly booked and all income due to the Bank in terms of charges, commissions, fees are collected as per current tariff. • Support sales staff through seeking dispensations, Appeals, CRB Reports and any other support in product processing. Customer Experience • Ensure excellent customer experience is maintained at all times. Ensuring set TAT is achieved at all times. • Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution. Show less



Absa Bank Kenya

• Kenya
• Banking
• 700 & Above Employee

• Customer Experience Executive

  • Jul 2008 - Apr 2015

  My role was to ensure achievement of the set accuracy targets for all customer instructions / applications - New to Bank and existing (Accounts, Loans, Cards and Mandate changes). • Ensured efficiency of call backs for all KYC documentation received from customers as per the current TAT and in line with the existing standards. • Ensured transactions are authorized within the set limits both physical and electronic as per the existing guidelines and procedure. • Managed the processing, issuance and authorization of:-Card & Pin, Cards (Debit, Credit, and Prepaid), Mandates, dormant accounts, deceased accounts, automated account opening on BOC, iboc, SES. • Partner/collaborate with the Branch Operations Office / Manager to drive sales and revenue growth. • Responsible for all branch vault (LCY/FCY), ATMs, tellers, depositor machines, Mpesa, Money Transfer Services and all operations related to cash management i.e. Vault Opening, Access, Reconciliation and closing. • Ensured keys and combination process is adhered to by all key holders (Vault, • ATMs, Depositor Machines, Tellers etc). • Responsible for managing branch cash operations processes. • Responsible for branch cash planning to ensure adequate cash is held to meet over the counter/ATM customer needs at all times and CIT costs managed appropriately. • Responsible for ensuring excess cash is repatriated as per existing procedure. • Performed daily reconciliation of branch cash (Vault, ATMs, iATMs, Tellers, Depositor Machines, Mpesa Till). Immediately escalate all cash issues directly to the Operations Officer/Manager in accordance with current procedures. Key Achievements • Awarded Best Customer Experience Officer countrywide in 2011,2013 and 2014. Show less