Internship | Job Vacancies at Sidian Bank

Sidian Bank Limited is a licensed commercial bank regulated by the Central Bank of Kenya, dedicated to empowering entrepreneurs, individuals, and businesses through innovative financial solutions. Founded in 1984 as K-Rep Bank and rebranded to Sidian Bank in 2016, the bank offers a comprehensive range of products and services, including personal banking, SME banking, corporate banking, trade finance, digital banking, asset finance, treasury services, and savings and investment solutions. Headquartered in Kilimani, Nairobi, Sidian Bank serves customers through an expanding branch network and digital banking platforms. The bank is committed to supporting entrepreneurship, driving financial inclusion, and enabling sustainable economic growth across Kenya.

Officer, Digital Financial Services & Project Risks at Sidian Bank

Job Description

JOB PURPOSE

The job holder will assist in providing continuous, independent 2nd line assurance on the Bank’s Digital Financial Services (DFS) Control and project risks undertaken by the bank. The role delivers objective oversight on control design and operating effectiveness across Digital Financial Services channels, Digital Lending platforms, Merchant Acquiring, and Data Lake pipelines & Projects. The role holder will also ensure that all Digital Financial Services, operational and systems risks across Bank platforms are managed in strict compliance with internal policies, CBK & ODPC guidelines.

KEY RESPONSIBILITIES:

• Governance and Regulatory Compliance
• IT Risk and Data Impact Assessment
• Business Continuity and Disaster Recovery Coordination
• Systems Monitoring and Control Review
• Incident and Breach Management
• Reporting

GOVERNANCE AND REGULATORY COMPLIANCE

• Maintain 2nd Line governance oversight ensuring all digital banking operations, credit scoring algorithms, and data processing architectures comply with CBK guidelines, statutory limits, and ODPC regulatory requirements. 
• Collaborate with the Data Privacy Officer to ensure DFS data flows, processing activities, and Data Lake ingestion pipelines align with statutory requirements under the Kenya DPA 2019 & regulations. 
• Provide objective 2nd Line oversight and challenge on the design and operational effectiveness of control systems and workflows across all DFS channels. 
• Validate that all approved products are supported by end-to-end standard operating procedures (SOPs), workflow routines, and dual-authorization control frameworks signed off by all relevant stakeholders prior to launch.

IT RISK AND DATA IMPACT ASSESSMENT

• Coordinate directly with the ERM, IT Risk Officer to evaluate technical vulnerabilities, system change management requests, API security controls, and Privileged Access Management (PAM) across the bank’s DFS systems and projects.
• Review risk profiles and control baselines for new feature deployments, digital lending engines, third-party integrations, and Data Lake ingestion controls prior to production go-live. 
• Review technical documentation for products involving DFS products and projects (i.e. solution architecture, process and data flow diagrams) for comprehensive risk identification an controls design effectiveness reviews.
• Track the remediation of technical control gaps, vulnerability assessment items, and any red-teaming test findings to final closure on DFS and Projects. 

BUSINESS CONTINUITY AND DISASTER RECOVERY COORDINATION

• Oversee BCP and Disaster Recovery (DR) readiness for critical digital channels (Mobile Banking, Internet Banking, USSD, Merchant, Digital Lending engines, and Data Lake feeds). 
• Participate in periodic BCP/DR failover tests, assessing operational resilience, recovery time objectives (RTO), and recovery point objectives (RPO) during simulated switchover events for DFS projects. 
• Validate that failback routines, offline processing queues, and manual reconciliation procedures during system outages maintain strict accounting controls and data integrity. 

SYSTEMS MONITORING AND CONTROL REVIEW

• Digital Lending Controls – Monitor loan scoring parameters, automated approval thresholds, disbursement limits, and write-off reconciliation routines including review of controls around use of AI in DFS products. 
• Merchant Acquiring Controls – Review merchant transaction limits, merchant float reconciliations, fee splits, and chargeback handling; review merchant settlement controls, chargeback/reversal workflows, transaction limits, and interchange fee collection routines across merchant acquiring deployment & other controls e.g. on automated credit scoring parameters, AI controls in DFS deployments. 
• Develop and monitor DFS control metrics, project risk indicators, and operational KRI’s, and assist in the development of breach thresholds. 
• Ensure all DFS and project risks are comprehensively captured and tracked through the business RCSA. 
• Perform independent control tests and validate both design adequacy and operational effectiveness of controls. 

INCIDENT AND BREACH MANAGEMENT

• Review and evaluate the effectiveness of automated monitoring systems with independent sample testing of the implemented DFS controls/rule exceptions and override queues to ensure digital fraud and operational failures are promptly detected and remediated by 1st Line teams. 
• Support the investigation, logging, and root-cause analysis of digital transaction failures, payment outages, and privacy breaches in coordination with the Data Protection & Privacy Officer. 
• Track incident remediation action plans, ensuring 1st Line operational teams resolve underlying system flaws to prevent recurring outages or losses. 

REPORTING

• Formulate and maintain and report on Key Risk Indicators (KRIs) on CSA) for DFS solutions, Digital Lending, Merchant Acquiring, and Data Lake operations & Projects
• Prepare comprehensive 2nd Line risk and control performance dashboards for IT Risk, BCP & Data Privacy for Senior Management & Board Risk Reports on DFS and projects.

ACADEMIC BACKGROUND

• Bachelor’s degree in Information Technology, Computer science, business, or related fields.
• Strong knowledge of Information Security related frameworks/ Regulations/such as, ISO 27001, NIST 800-53 or other leading industry certifications e.g. CompTIA Security +, CEH, CISA.
• At least 5 years of Banking or Information Technology Experience with exposure to Digital Financial Services (DFS) & Projects.
• Knowledgeable in IT operations, IT Controls, IT Risk, IT Audit & Project Management.
• Knowledge on Data Protection laws & General Data Protection Regulations (GDPR)/Kenya Data Protection Act, 2019 & Regulations, CBK guidelines.

SKILLS & COMPETENCIES

• Excellent interpersonal & Communication Skills
• Working in Teams
• Excellent analytical skills
• Problem solving skills
• Excellent knowledge of security tools
• Report writing skills

PROFESSIONAL CERTIFICATION

• Professional qualifications such as Certified Information Systems Security Professional CISA, Certified Information Systems Security Professional CISM or Certified Information Systems Security Professional (CISSP).

Apply: Officer, Digital Financial Services & Project Risks - Sidian Bank

Assistant Manager – Internal Controls & Compliance at Sidian Bank

Job Description

JOB PURPOSE

The job holder will be responsible for providing independent second-line oversight, challenge and assurance over the Bank’s operational risk and internal control environment across an assigned portfolio of business and support units. The role supports risk assessment, control assurance, operational risk monitoring, issue remediation and risk reporting in line with the Bank’s approved frameworks and requirements.

KEY RESPONSIBILITIES AND ACTIVITIES

KEY RESPONSIILITIES

• Coordinate the implementation, maintenance and monitoring of the Bank’s Internal Control Framework.
• Conduct and coordinate risk-based control reviews and testing.
• Monitor control effectiveness, control weaknesses and issue remediation.
• Support RCSA; KCSA; KRIs, Issue, incident and action management.
• Oversee incident, issue and action management.
• Provide independent challenge on the adequacy and completeness of controls.
• Prepare risk, control assurance and governance reports.

Operational Risk Management

• Review and challenge RCSA, KCSA and risk assessments to ensure key operational risks and controls are appropriately identified and assessed
• Monitor KRIs, operational risk exposures, incidents, loss events and emerging risks, and escalate material concerns through established channels
• Review recurring incidents, control failures and operational risk themes to identify underlying weaknesses and areas requiring enhanced mitigation
• Identify and assess emerging risks and ensure relevant risks are appropriately captured and scoped in the Risk Register and RCSA, with appropriate controls and mitigation actions
• Provide timely operational risk information and reporting to support management oversight and decision-making

Internal Control Framework & assurance

• Support the implementation, maintenance and monitoring of the Bank’s Internal Control Framework in line with approved policies and requirements
• Review the design and operating effectiveness of key controls and provide independent challenge on their adequacy and completeness
• Review control self-assessments, control attestations and other assurance outputs to identify control gaps and weaknesses
• Identify process gaps, recurring control deficiencies and opportunities to strengthen the control environment
• Provide practical recommendations to improve control design, execution and monitoring across business and support functions

Risk-based Control Testing

• Coordinate risk-based control reviews and testing in line with approved operational risk and control assurance priorities
• Review and challenge control testing results and assess whether identified exceptions are appropriately addressed
• Assess control effectiveness against identified risks and control objectives and highlight areas requiring enhanced assurance
• Monitor recurring, systemic or emerging control weaknesses and recommend appropriate corrective actions
• Support targeted and thematic control reviews where operational risk trends or control concerns require further assessment

Issues, Incidents & Remediation

• Provide second-line oversight of significant operational incidents, loss events, control breaches and related action plans
• Support root-cause analysis of significant control failures and operational risk events and challenge proposed corrective actions
• Monitor remediation of control gaps, operational risk issues, audit findings and regulatory actions within agreed timelines
• Assess whether corrective actions adequately address the underlying risk and provide independent challenge where further action is required
• Track overdue, recurring or material issues and escalate significant concerns to the Manager, Operational Risk

Risk & Control Advisory

• Provide independent risk and control advice on new products, processes, projects and significant business changes
• Engage process owners on identified risks, control weaknesses and opportunities for process and control improvement
• Support risk assessments for significant changes and projects to ensure key operational risks and controls are considered
• Promote awareness of sound operational risk and internal control practices through stakeholder engagement and targeted awareness training

Risk Reporting & Governance

• Prepare risk and control reports covering RCSA, KCSA, KRIs, incidents, control testing, issues, remediation and emerging risks
• Provide timely and accurate inputs to Management Risk Committees and other relevant governance forums
• Analyse risk and control information to identify trends, concentrations, recurring weaknesses and areas requiring management attention
• Maintain appropriate risk and control records and supporting documentation for assurance, reporting and governance purposes
• Support regulatory reviews, governance assessments and other reviews relating to operational risk and internal controls

Qualification & Experience

• Bachelor’s Degree in Risk Management, Finance, Accounting, Economics, Business Administration, Banking or a related field 
• Professional qualification such as CPA(K), ACCA, CIA, CRMA, CISA, IRM, FRR, FRM, PRM or equivalent will be an added advantage 
• Minimum five (5) years’ experience in Operational Risk, Internal Controls, Risk Assurance, Compliance, Internal Audit or related banking risk functions 
• Demonstrated experience in risk assessments, RCSA, KCSA, KRI monitoring, risk-based control testing, incident management and issue remediation 
• Sound knowledge of operational risk management, internal control principles, risk and control governance and assurance practices 
• Good understanding of CBK Prudential Guidelines, Basel Operational Risk Principles and the COSO Internal Control Framework 
• Experience in risk and control reporting, data analysis and stakeholder engagement

Key Competencies

• Strong risk assessment, control evaluation and analytical skills 
• Practical experience in risk-based control testing and assurance 
• Strong operational risk monitoring, incident management and root-cause analysis 
• Ability to provide constructive independent challenge and exercise sound judgement 
• Strong stakeholder engagement, influencing and communication skills 
• Strong report writing, data analysis and presentation skills 
• Strong problem-solving skills with ability to manage multiple priorities and deadlines

Apply: Assistant Manager - Internal Controls & Compliance - Sidian Bank

Bancassurance Risk & Compliance Manager at Sidian Bank

Job Description

JOB PURPOSE

The job holder will provide independent risk and compliance oversight of the Bank’s bancassurance business, ensuring that bancassurance activities are conducted within the approved risk appetite, regulatory requirements, insurance intermediary obligations, customer protection standards and the Bank’s governance framework.

The role will also serve as a key second-line control function between the commercial Bancassurance business and the Bank’s broader Risk, Compliance and Governance framework.

The Insurance (Bancassurance) Regulations apply to bancassurance intermediaries and provide for their registration and supervision. They also address confidentiality, complaints, reporting, technical staff and governance requirements.

KEY RESPONSIBILITIES AND ACTIVITIES

Bancassurance Regulatory Compliance

• Maintain a comprehensive Bancassurance Regulatory Obligations Register. 
• Monitor compliance with among others:
• Insurance Act 
• Insurance (Bancassurance) Regulations, 2020 
• IRA regulatory requirements 
• CBK requirements applicable to banks 
• Consumer protection requirements 
• Data Protection Act 
• AML/CFT/CPF requirements 
• Applicable Bank policies and procedures. 
• Track regulatory circulars, guidelines and changes affecting bancassurance. 
• Assess regulatory changes and coordinate implementation with relevant stakeholders. 

AML/CFT/CPF & Fraud Risk

• Ensure bancassurance ML/TF/PF risk assessment  is conducted and submitted as required and that any activities bancassurance  are incorporated into the Bank’s ML/TF/PF risk assessment where relevant. 
• Assess AML/CFT/CPF risks associated with customers, products, distribution channels and transactions. 
• Ensure appropriate KYC/CDD/EDD requirements are applied. 
• Monitor fraud indicators and suspicious activity associated with insurance transactions. 
• Coordinate with Compliance, MLRO and Fraud Risk teams on material cases. 

Regulatory Reporting & Governance

• Coordinate required bancassurance regulatory submissions and internal reporting to include among others Report on compliance with all the IRA guidelines, the annual risk assessment to IRA. 

• Maintain a regulatory reporting calendar. 
• Review submissions for completeness and accuracy. 
• Support responses to IRA and CBK regulatory requests. 
• Prepare periodic reports for:
• Management 
• Management Risk Committee 
• Board Risk Committee 
• Other relevant governance forums. 
• Prepare an annual report on the performance of bancassurance business to the Insurance Regulatory Authority within three months after the end of the reporting year. 
• Coordinate closure of audit, regulatory and compliance findings
• Support regulatory inspections and audit engagements

Bancassurance Risk Management

• Maintain the Bancassurance Risk Register. 
• Identify, assess and monitor among others :
• Regulatory risk 
• Operational risk 
• Reputational risk 
• AML/CFT/CPF risk 
• Data protection risk 
• Ensure bancassurance risks are incorporated into the Bank’s enterprise risk taxonomy and RCSA. 
• Establish and monitor appropriate KRIs and risk appetite thresholds. 

RCSA & Control Testing

• Maintain the Bancassurance RCSA. 
• Define key risks, controls, control owners and testing frequency. 
• Conduct/coordinate periodic control testing. 
• Track control failures and remediation actions. 
• Require quarterly management attestation on key controls. 
• Monitor closure of KYC, documentation, customer disclosure, licensing and operational exceptions. 
• Monitor and report bancassurance risk incidents, losses and near misses.
• Escalate breaches of approved risk appetite thresholds.
• Identify and assess emerging risks affecting the bancassurance business.

Product Governance & Approval

• Provide independent risk and compliance review of new and amended insurance products. 
• Participate in Product Approval Committee processes where applicable. 
• Ensure identified risks are appropriately mitigated before product launch.

Insurance Partner / Third-Party Risk

• Conduct risk-based due diligence and ongoing monitoring of insurance partners. 
• Review insurers’:
• Regulatory status 
• Financial strength indicators 
• Complaints profile 
• Claims performance 
• Regulatory issues 
• Service levels 
• Business continuity arrangements 
• Data protection controls.
• Monitor contractual obligations and service-level agreements. 
• Escalate material deterioration in insurer risk profile.

Complaints & Customer Outcomes

• Monitor bancassurance complaints and resolution timelines. 
• Perform root-cause analysis of complaints. 
• Identify recurring conduct or process weaknesses. 
• Ensure appropriate escalation of systemic issues. 

Data Protection & Confidentiality

• Ensure confidentiality of customer insurance information. 
• Review data-sharing arrangements between the Bank and insurance partners. 
• Ensure appropriate data protection clauses and processing arrangements. 
• Coordinate with the Data Protection Office on privacy impact assessments and data-sharing risks. 

Training & Awareness

• Coordinate mandatory bancassurance risk and compliance training. 
• Ensure relevant staff understand:
• Insurance products 
• Regulatory requirements 
• Customer disclosure 
• AML/CFT/CPF/ KYC 
• Data protection 
• Complaints 
• Conduct requirements. 
• Monitor competency and certification requirements for technical staff. 

KNOWLEDGE, SKILLS & EXPERIENCE

Minimum

• Bachelor’s degree in Risk Management, Insurance, Finance, Banking, Business, Law, Compliance or related field. 
• A minimum of 4–7 years’ experience in banking, insurance, bancassurance, risk or compliance. 
• Knowledge of Kenyan banking and insurance regulatory frameworks. 
• Understanding of RCSA, operational risk and compliance monitoring. 

Desirable

• ACII/IIK qualification or progress toward professional insurance qualification. 
• CAMS or equivalent AML qualification. 
• Risk/compliance qualification. 
• Experience with IRA and CBK regulatory engagements. 
• Experience in bancassurance product governance and customer conduct monitoring

Technical / Functional Skillset

• Knowledge of CBK, IRA and Insurance/Bancassurance regulatory frameworks 
• Bancassurance risk and compliance management 

Behavioral Competencies

• Strong integrity and customer-centricity 
• Independent judgement and professional scepticism 
• Strong analytical and investigative capability 
• Confident challenge and escalation 
• Strong communication and stakeholder-management skills 
• Proactive problem-solving 
• Accountability and ownership 
• Ability to work effectively across Business, Risk, Compliance, Legal, Operations and insurers

Apply: Bancassurance Risk & Compliance Manager - Sidian Bank

Data Protection Officer at Sidian Bank

Job Description

JOB PURPOSE

The job holder will support the Bank’s Data Protection Office in establishing, implementing, monitoring and continuously improving the Bank’s data protection and privacy framework, ensuring compliance with the Data Protection Act, 2019, applicable Data Protection Regulations, ODPC guidance and relevant CBK requirements, while embedding privacy-by-design and responsible data management across the Bank. The role will provide second-line oversight and assurance over privacy risks arising from customer, employee, supplier, digital, technology and third-party data processing activities.

The ODPC’s mandate includes regulating processing of personal data, protecting data subjects’ privacy and overseeing compliance with the Data Protection Act.

KEY RESPONSIBILITIES AND ACTIVITIES

Data Protection Governance

• Act as the Bank’s appointed Data Protection Officer in accordance with Section 24 of the Kenya Data Protection Act 2019, ODPC Guidance Notes on DPOs, and relevant Section 25 Principles of Data Protection, performing the role independently and without conflict of interest.   
• Support implementation and continuous enhancement of the Bank’s Data Protection and Privacy Framework. Maintain the Bank’s data protection governance structure, policies, standards, procedures and guidelines. Maintain a regulatory obligations register covering the Data Protection Act, Regulations, ODPC guidance and applicable banking requirements with specific ODPC guidance on DPIAs, DPO responsibilities, consent, cross-border transfers and data-sharing,
• Coordinate periodic review of data protection policies and procedures.
• Provide data protection input into Board, Board Risk Committee and Management reporting. Maintain appropriate evidence of compliance and regulatory readiness.
• Design and maintain data protection policies, governance frameworks, operational controls, reporting mechanisms, and annual data protection compliance plans.
• Work closely with Legal, Compliance, Risk, IT Security, ICT, Product Development, and Internal Audit functions including other business functions while maintaining the functional independence of the DPO role.
• Serve as the operational secretariat and primary execution officer working alongside Data Protection Committee risk champions across business units to drive consistent compliance.

Data Protection Risk Management

• Maintain the Bank’s Data Protection Risk Register and monitor emerging privacy risks.
• Coordinate data protection risk assessments across business units.
• Support integration of privacy risks into the Bank’s RCSA, operational risk, technology risk, third-party risk and enterprise risk frameworks.
• Define and monitor data protection KRIs and thresholds.
• Escalate material privacy risks, breaches and control weaknesses to the DPO and relevant governance committees.
• Track remediation actions and ensure closure within approved timelines.

Data Protection Impact Assessments

• Coordinate and review Data Protection Impact Assessments (DPIAs) for high-risk processing activities.
• Provide privacy input into new products, digital channels, systems, AI/analytics initiatives, outsourcing and major projects.
• Embed Privacy by Design and Default within product and technology development processes.
• Review proposed changes to processing purposes, data fields, retention periods and data-sharing arrangements.

Data Subject Rights

• Establish and monitor processes for handling data subject requests.
• Oversee requests relating to access, rectification, objection, restriction, erasure and other applicable data subject rights.
• Monitor response timelines and maintain appropriate records.
• Coordinate with key business units such as, Legal, Compliance, Operations, IT and business units where requests require cross-functional intervention.

Emerging Tech & Privacy by Design

• Provide expert privacy guidance on AI systems, predictive analytics, automated decision-making, behavioural profiling, fraud prevention engines, biometric data, cloud migrations, and other emerging banking technologies.
• Embed Privacy by Design and Privacy by Default throughout product development life cycles, system implementation, process engineering, and third-party API integrations.
• Review and advise on records of processing activities (RoPA), DFM’s Data Retention & Disposal schedule privacy notices across digital/branch channels, consent management, and legal bases for processing under Section 25 principles.  

Data Breach & Incident Management

• Support the Bank’s personal data breach management and notification framework.

• Coordinate investigation and assessment of privacy incidents with Information Security, Cybersecurity, Legal, Compliance and relevant business units.
• Assess regulatory notification requirements and escalation thresholds.
• Maintain a central register of data protection incidents and lessons learned.
• Ensure corrective actions arising from privacy incidents are tracked to closure.

Third-Party & Outsourcing Privacy Risk

•  
• Review data protection aspects of third-party arrangements, outsourcing, cloud services and technology partnerships.
• Support due diligence and ongoing monitoring of data processors.
• Review data processing agreements and privacy clauses in conjunction with Legal and Procurement.
• Monitor cross-border transfers and related safeguards.
• Maintain oversight of processor compliance and contractual obligations.
• Privacy Incident & Breach Management – Direct data protection incident response protocols, overseeing breach triage, root-cause assessments, containment strategies, and statutory notifications to the ODPC and affected data subjects within regulatory timelines.
• Provide independent oversight and challenge regarding third-party privacy risk assessments, vendor due diligence, and joint data controller/processor arrangements.  
• Oversee the management and escalation of personal data breaches, ensuring technical risk evaluation, root-cause investigation, statutory documentation, and timely regulatory notifications 

Data Governance & Records

• Maintain oversight of the Bank’s Records of Processing Activities (ROPA).
• Support data inventory and data-flow mapping across critical business processes.
• Monitor data retention and disposal requirements.
• Coordinate periodic review of data classification and handling requirements.
• Support implementation of appropriate controls over sensitive and confidential information.

Regulatory Compliance & Assurance

• Monitor compliance against the Data Protection Act, Regulations and applicable ODPC guidance.
• Coordinate responses to ODPC information requests, inspections, complaints and regulatory reviews.
• Support regulatory examinations and remediation programs.
• Conduct periodic thematic reviews of data protection controls.
• Maintain regulatory evidence and compliance attestations.

Awareness & Capacity Building

• Develop and coordinate annual data protection awareness programmes.
• Deliver targeted training for high-privacy risk functions including:
• Digital Banking
• Credit
• Operations
• Marketing
• HR
• IT
• Procurement
• Customer Service
• Fraud
• AML/KYC
• Promote a privacy-conscious culture across the Bank.
• Maintain training completion and certification records.

Regulatory Liaison & External Representation

•  
• Serve as the primary point of contact for Data Protection Authorities (ODPC), managing regulatory inquiries, statutory registration renewals, compliance audits, inspections, and mandatory notifications.
• Serve as the primary escalation point for data subjects, overseeing the handling of Data Subject Access Requests (DSARs) and ensuring they are resolved accurately within statutory timelines.

Reporting & Governance

• Prepare periodic reports covering for example:
• Data protection compliance status
• Open privacy risks
• DPIAs completed/outstanding
• Data subject requests
• Data breaches/incidents
• Third-party privacy risks
• Regulatory matters
• Policy exceptions
• RCSA/control testing results
• Remediation status
• Key privacy KRIs

KNOWLEDGE, SKILLS & EXPERIENCE

• Bachelor’s degree in Law, Information Technology, Data Science, Risk Management, Compliance, Business, Finance or related discipline. 
• Professional qualification in data protection/privacy, risk, compliance, audit, information security or related field.
• 5–8 years’ experience, preferably within banking, financial services, fintech or another highly regulated environment. 
• Practical knowledge of the Kenyan Data Protection Act and Regulations.

Professional Certificates

• CIPM / CIPP / CDPO / equivalent privacy qualification (e.g. Certified Data Privacy Solutions Engineer (CDPSE), Certified Information Privacy Profession(CIPP)
• CAMS, CISA, CISM, ISO 27001, ISO 31000 or related qualification. 

Desirable

• Experience with ODPC regulatory engagements. 

• Experience in data governance, privacy risk assessments, DPIAs and third-party risk. 
• Active membership or affiliation with professional privacy and security organizations (e.g., IAPP, ISACA, ISC2).

Technical / Functional Skillset

• Data protection & privacy regulatory knowledge – DPA, ODPC Regulations & Guidelines 
• Privacy risk management, DPIAs and Privacy-by-Design 
• Data governance, ROPA, data mapping and retention 
• Data breach/incident management and regulatory reporting 
• Third-party/data processor risk management 
• RCSA, control testing, KRIs and compliance monitoring 
• Policy development, regulatory interpretation and assurance 
• Strong understanding of banking, digital, technology and customer-data environments 
• Data protection awareness and training

Behavioral Competencies

• Behavioral Competencies
• High integrity, confidentiality and ethical judgment 
• Strong attention to detail 
• Analytical and risk-based thinking 
• Independent challenge and professional skepticism 
• Strong stakeholder engagement and influencing skills 
• Clear written and verbal communication 
• Ability to manage sensitive/confidential matters 
• Proactive and solution-oriented 
• Organized, disciplined and delivery-focused 
• Ability to translate regulatory requirements into practical business controls

Apply: Data Protection Officer - Sidian Bank

Senior Relationship Officer-HNI at Sidian Bank

Job Description

JOB PURPOSE

The job holder is responsible for managing client relationships and High Net Worth Individuals to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for High Net worth Individuals.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNI clients by conducting financial needs analysis.

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Apply: Senior Relationship Officer-HNI - Sidian Bank

Bancassurance Risk & Compliance Manager at Sidian Bank

Job Description

JOB PURPOSE

The job holder will provide independent risk and compliance oversight of the Bank’s bancassurance business, ensuring that bancassurance activities are conducted within the approved risk appetite, regulatory requirements, insurance intermediary obligations, customer protection standards and the Bank’s governance framework.

The role will also serve as a key second-line control function between the commercial Bancassurance business and the Bank’s broader Risk, Compliance and Governance framework.

The Insurance (Bancassurance) Regulations apply to bancassurance intermediaries and provide for their registration and supervision. They also address confidentiality, complaints, reporting, technical staff and governance requirements.

KEY RESPONSIBILITIES AND ACTIVITIES

Bancassurance Regulatory Compliance

• Maintain a comprehensive Bancassurance Regulatory Obligations Register. 
• Monitor compliance with among others:
• Insurance Act 
• Insurance (Bancassurance) Regulations, 2020 
• IRA regulatory requirements 
• CBK requirements applicable to banks 
• Consumer protection requirements 
• Data Protection Act 
• AML/CFT/CPF requirements 
• Applicable Bank policies and procedures. 
• Track regulatory circulars, guidelines and changes affecting bancassurance. 
• Assess regulatory changes and coordinate implementation with relevant stakeholders. 

AML/CFT/CPF & Fraud Risk

• Ensure bancassurance ML/TF/PF risk assessment  is conducted and submitted as required and that any activities bancassurance  are incorporated into the Bank’s ML/TF/PF risk assessment where relevant. 
• Assess AML/CFT/CPF risks associated with customers, products, distribution channels and transactions. 
• Ensure appropriate KYC/CDD/EDD requirements are applied. 
• Monitor fraud indicators and suspicious activity associated with insurance transactions. 
• Coordinate with Compliance, MLRO and Fraud Risk teams on material cases. 

Regulatory Reporting & Governance

• Coordinate required bancassurance regulatory submissions and internal reporting to include among others Report on compliance with all the IRA guidelines, the annual risk assessment to IRA. 
• Maintain a regulatory reporting calendar. 
• Review submissions for completeness and accuracy. 
• Support responses to IRA and CBK regulatory requests. 
• Prepare periodic reports for:
• Management 
• Management Risk Committee 
• Board Risk Committee 
• Other relevant governance forums. 
• Prepare an annual report on the performance of bancassurance business to the Insurance Regulatory Authority within three months after the end of the reporting year. 
• Coordinate closure of audit, regulatory and compliance findings
• Support regulatory inspections and audit engagements

Bancassurance Risk Management

• Maintain the Bancassurance Risk Register. 
• Identify, assess and monitor among others :
• Regulatory risk 
• Operational risk 
• Reputational risk 
• AML/CFT/CPF risk 
• Data protection risk 
• Ensure bancassurance risks are incorporated into the Bank’s enterprise risk taxonomy and RCSA. 
• Establish and monitor appropriate KRIs and risk appetite thresholds. 

RCSA & Control Testing

• Maintain the Bancassurance RCSA. 
• Define key risks, controls, control owners and testing frequency. 
• Conduct/coordinate periodic control testing. 
• Track control failures and remediation actions. 
• Require quarterly management attestation on key controls. 
• Monitor closure of KYC, documentation, customer disclosure, licensing and operational exceptions. 
• Monitor and report bancassurance risk incidents, losses and near misses.
• Escalate breaches of approved risk appetite thresholds.
• Identify and assess emerging risks affecting the bancassurance business.

Product Governance & Approval

• Provide independent risk and compliance review of new and amended insurance products. 
• Participate in Product Approval Committee processes where applicable. 
• Ensure identified risks are appropriately mitigated before product launch.

Insurance Partner / Third-Party Risk

• Conduct risk-based due diligence and ongoing monitoring of insurance partners. 
• Review insurers’:
• Regulatory status 
• Financial strength indicators 
• Complaints profile 
• Claims performance 
• Regulatory issues 
• Service levels 
• Business continuity arrangements 
• Data protection controls.
• Monitor contractual obligations and service-level agreements. 
• Escalate material deterioration in insurer risk profile.

Complaints & Customer Outcomes

• Monitor bancassurance complaints and resolution timelines. 
• Perform root-cause analysis of complaints. 
• Identify recurring conduct or process weaknesses. 
• Ensure appropriate escalation of systemic issues. 

Data Protection & Confidentiality

• Ensure confidentiality of customer insurance information. 
• Review data-sharing arrangements between the Bank and insurance partners. 
• Ensure appropriate data protection clauses and processing arrangements. 
• Coordinate with the Data Protection Office on privacy impact assessments and data-sharing risks. 

Training & Awareness

• Coordinate mandatory bancassurance risk and compliance training. 
• Ensure relevant staff understand:
• Insurance products 
• Regulatory requirements 
• Customer disclosure 
• AML/CFT/CPF/ KYC 
• Data protection 
• Complaints 
• Conduct requirements. 
• Monitor competency and certification requirements for technical staff. 

KNOWLEDGE, SKILLS & EXPERIENCE

Minimum

• Bachelor’s degree in Risk Management, Insurance, Finance, Banking, Business, Law, Compliance or related field. 
• A minimum of 4–7 years’ experience in banking, insurance, bancassurance, risk or compliance. 
• Knowledge of Kenyan banking and insurance regulatory frameworks. 
• Understanding of RCSA, operational risk and compliance monitoring. 

Desirable

• ACII/IIK qualification or progress toward professional insurance qualification. 
• CAMS or equivalent AML qualification. 
• Risk/compliance qualification. 
• Experience with IRA and CBK regulatory engagements. 
• Experience in bancassurance product governance and customer conduct monitoring

Technical / Functional Skillset

• Knowledge of CBK, IRA and Insurance/Bancassurance regulatory frameworks 
• Bancassurance risk and compliance management 

Behavioral Competencies

• Strong integrity and customer-centricity 
• Independent judgement and professional scepticism 
• Strong analytical and investigative capability 
• Confident challenge and escalation 
• Strong communication and stakeholder-management skills 
• Proactive problem-solving 
• Accountability and ownership 
• Ability to work effectively across Business, Risk, Compliance, Legal, Operations and insurers

Apply: Bancassurance Risk & Compliance Manager - Sidian Bank

Data Protection Officer at Sidian Bank

Job Description

JOB PURPOSE

The job holder will support the Bank’s Data Protection Office in establishing, implementing, monitoring and continuously improving the Bank’s data protection and privacy framework, ensuring compliance with the Data Protection Act, 2019, applicable Data Protection Regulations, ODPC guidance and relevant CBK requirements, while embedding privacy-by-design and responsible data management across the Bank. The role will provide second-line oversight and assurance over privacy risks arising from customer, employee, supplier, digital, technology and third-party data processing activities.

The ODPC’s mandate includes regulating processing of personal data, protecting data subjects’ privacy and overseeing compliance with the Data Protection Act.

KEY RESPONSIBILITIES AND ACTIVITIES

Data Protection Governance

• Act as the Bank’s appointed Data Protection Officer in accordance with Section 24 of the Kenya Data Protection Act 2019, ODPC Guidance Notes on DPOs, and relevant Section 25 Principles of Data Protection, performing the role independently and without conflict of interest.   
• Support implementation and continuous enhancement of the Bank’s Data Protection and Privacy Framework. Maintain the Bank’s data protection governance structure, policies, standards, procedures and guidelines. Maintain a regulatory obligations register covering the Data Protection Act, Regulations, ODPC guidance and applicable banking requirements with specific ODPC guidance on DPIAs, DPO responsibilities, consent, cross-border transfers and data-sharing,
• Coordinate periodic review of data protection policies and procedures.
• Provide data protection input into Board, Board Risk Committee and Management reporting. Maintain appropriate evidence of compliance and regulatory readiness.
• Design and maintain data protection policies, governance frameworks, operational controls, reporting mechanisms, and annual data protection compliance plans.
• Work closely with Legal, Compliance, Risk, IT Security, ICT, Product Development, and Internal Audit functions including other business functions while maintaining the functional independence of the DPO role.
• Serve as the operational secretariat and primary execution officer working alongside Data Protection Committee risk champions across business units to drive consistent compliance.

Data Protection Risk Management

• Maintain the Bank’s Data Protection Risk Register and monitor emerging privacy risks.
• Coordinate data protection risk assessments across business units.
• Support integration of privacy risks into the Bank’s RCSA, operational risk, technology risk, third-party risk and enterprise risk frameworks.
• Define and monitor data protection KRIs and thresholds.
• Escalate material privacy risks, breaches and control weaknesses to the DPO and relevant governance committees.
• Track remediation actions and ensure closure within approved timelines.

Data Protection Impact Assessments

• Coordinate and review Data Protection Impact Assessments (DPIAs) for high-risk processing activities.
• Provide privacy input into new products, digital channels, systems, AI/analytics initiatives, outsourcing and major projects.
• Embed Privacy by Design and Default within product and technology development processes.
• Review proposed changes to processing purposes, data fields, retention periods and data-sharing arrangements.

Data Subject Rights

• Establish and monitor processes for handling data subject requests.
• Oversee requests relating to access, rectification, objection, restriction, erasure and other applicable data subject rights.
• Monitor response timelines and maintain appropriate records.
• Coordinate with key business units such as, Legal, Compliance, Operations, IT and business units where requests require cross-functional intervention.

Emerging Tech & Privacy by Design

• Provide expert privacy guidance on AI systems, predictive analytics, automated decision-making, behavioural profiling, fraud prevention engines, biometric data, cloud migrations, and other emerging banking technologies.
• Embed Privacy by Design and Privacy by Default throughout product development life cycles, system implementation, process engineering, and third-party API integrations.
• Review and advise on records of processing activities (RoPA), DFM’s Data Retention & Disposal schedule privacy notices across digital/branch channels, consent management, and legal bases for processing under Section 25 principles.  

Data Breach & Incident Management

• Support the Bank’s personal data breach management and notification framework.
• Coordinate investigation and assessment of privacy incidents with Information Security, Cybersecurity, Legal, Compliance and relevant business units.
• Assess regulatory notification requirements and escalation thresholds.
• Maintain a central register of data protection incidents and lessons learned.
• Ensure corrective actions arising from privacy incidents are tracked to closure.

Third-Party & Outsourcing Privacy Risk

• Review data protection aspects of third-party arrangements, outsourcing, cloud services and technology partnerships.
• Support due diligence and ongoing monitoring of data processors.
• Review data processing agreements and privacy clauses in conjunction with Legal and Procurement.
• Monitor cross-border transfers and related safeguards.
• Maintain oversight of processor compliance and contractual obligations.
• Privacy Incident & Breach Management – Direct data protection incident response protocols, overseeing breach triage, root-cause assessments, containment strategies, and statutory notifications to the ODPC and affected data subjects within regulatory timelines.
• Provide independent oversight and challenge regarding third-party privacy risk assessments, vendor due diligence, and joint data controller/processor arrangements.  
• Oversee the management and escalation of personal data breaches, ensuring technical risk evaluation, root-cause investigation, statutory documentation, and timely regulatory notifications 

Data Governance & Records

• Maintain oversight of the Bank’s Records of Processing Activities (ROPA).
• Support data inventory and data-flow mapping across critical business processes.
• Monitor data retention and disposal requirements.
• Coordinate periodic review of data classification and handling requirements.
• Support implementation of appropriate controls over sensitive and confidential information.

Regulatory Compliance & Assurance

• Monitor compliance against the Data Protection Act, Regulations and applicable ODPC guidance.
• Coordinate responses to ODPC information requests, inspections, complaints and regulatory reviews.
• Support regulatory examinations and remediation programs.
• Conduct periodic thematic reviews of data protection controls.
• Maintain regulatory evidence and compliance attestations.

Awareness & Capacity Building

• Develop and coordinate annual data protection awareness programmes.
• Deliver targeted training for high-privacy risk functions including:
• Digital Banking
• Credit
• Operations
• Marketing
• HR
• IT
• Procurement
• Customer Service
• Fraud
• AML/KYC
• Promote a privacy-conscious culture across the Bank.
• Maintain training completion and certification records.

Regulatory Liaison & External Representation

• Serve as the primary point of contact for Data Protection Authorities (ODPC), managing regulatory inquiries, statutory registration renewals, compliance audits, inspections, and mandatory notifications.
• Serve as the primary escalation point for data subjects, overseeing the handling of Data Subject Access Requests (DSARs) and ensuring they are resolved accurately within statutory timelines.

Reporting & Governance

• Prepare periodic reports covering for example:
• Data protection compliance status
• Open privacy risks
• DPIAs completed/outstanding
• Data subject requests
• Data breaches/incidents
• Third-party privacy risks
• Regulatory matters
• Policy exceptions
• RCSA/control testing results
• Remediation status
• Key privacy KRIs

KNOWLEDGE, SKILLS & EXPERIENCE

• Bachelor’s degree in Law, Information Technology, Data Science, Risk Management, Compliance, Business, Finance or related discipline. 
• Professional qualification in data protection/privacy, risk, compliance, audit, information security or related field.
• 5–8 years’ experience, preferably within banking, financial services, fintech or another highly regulated environment. 
• Practical knowledge of the Kenyan Data Protection Act and Regulations.

Professional Certificates

• CIPM / CIPP / CDPO / equivalent privacy qualification (e.g. Certified Data Privacy Solutions Engineer (CDPSE), Certified Information Privacy Profession(CIPP)
• CAMS, CISA, CISM, ISO 27001, ISO 31000 or related qualification. 

Desirable

• Experience with ODPC regulatory engagements. 
• Experience in data governance, privacy risk assessments, DPIAs and third-party risk. 
• Active membership or affiliation with professional privacy and security organizations (e.g., IAPP, ISACA, ISC2).

Technical / Functional Skillset

• Data protection & privacy regulatory knowledge – DPA, ODPC Regulations & Guidelines 
• Privacy risk management, DPIAs and Privacy-by-Design 
• Data governance, ROPA, data mapping and retention 
• Data breach/incident management and regulatory reporting 
• Third-party/data processor risk management 
• RCSA, control testing, KRIs and compliance monitoring 
• Policy development, regulatory interpretation and assurance 
• Strong understanding of banking, digital, technology and customer-data environments 
• Data protection awareness and training

Behavioral Competencies

• Behavioral Competencies
• High integrity, confidentiality and ethical judgment 
• Strong attention to detail 
• Analytical and risk-based thinking 
• Independent challenge and professional skepticism 
• Strong stakeholder engagement and influencing skills 
• Clear written and verbal communication 
• Ability to manage sensitive/confidential matters 
• Proactive and solution-oriented 
• Organized, disciplined and delivery-focused 
• Ability to translate regulatory requirements into practical business controls

Apply: Data Protection Officer - Sidian Bank

Assistant Manager – Internal Controls & Compliance at Sidian Bank

Job Description

JOB PURPOSE

The job holder will be responsible for providing independent second-line oversight, challenge and assurance over the Bank’s operational risk and internal control environment across an assigned portfolio of business and support units. The role supports risk assessment, control assurance, operational risk monitoring, issue remediation and risk reporting in line with the Bank’s approved frameworks and requirements.

KEY RESPONSIBILITIES AND ACTIVITIES

KEY RESPONSIILITIES

• Coordinate the implementation, maintenance and monitoring of the Bank’s Internal Control Framework.
• Conduct and coordinate risk-based control reviews and testing.
• Monitor control effectiveness, control weaknesses and issue remediation.
• Support RCSA; KCSA; KRIs, Issue, incident and action management.
• Oversee incident, issue and action management.
• Provide independent challenge on the adequacy and completeness of controls.
• Prepare risk, control assurance and governance reports.

Operational Risk Management

• Review and challenge RCSA, KCSA and risk assessments to ensure key operational risks and controls are appropriately identified and assessed
• Monitor KRIs, operational risk exposures, incidents, loss events and emerging risks, and escalate material concerns through established channels
• Review recurring incidents, control failures and operational risk themes to identify underlying weaknesses and areas requiring enhanced mitigation
• Identify and assess emerging risks and ensure relevant risks are appropriately captured and scoped in the Risk Register and RCSA, with appropriate controls and mitigation actions
• Provide timely operational risk information and reporting to support management oversight and decision-making

Internal Control Framework & assurance

• Support the implementation, maintenance and monitoring of the Bank’s Internal Control Framework in line with approved policies and requirements
• Review the design and operating effectiveness of key controls and provide independent challenge on their adequacy and completeness
• Review control self-assessments, control attestations and other assurance outputs to identify control gaps and weaknesses
• Identify process gaps, recurring control deficiencies and opportunities to strengthen the control environment
• Provide practical recommendations to improve control design, execution and monitoring across business and support functions

Risk-based Control Testing

• Coordinate risk-based control reviews and testing in line with approved operational risk and control assurance priorities
• Review and challenge control testing results and assess whether identified exceptions are appropriately addressed
• Assess control effectiveness against identified risks and control objectives and highlight areas requiring enhanced assurance
• Monitor recurring, systemic or emerging control weaknesses and recommend appropriate corrective actions
• Support targeted and thematic control reviews where operational risk trends or control concerns require further assessment

Issues, Incidents & Remediation

• Provide second-line oversight of significant operational incidents, loss events, control breaches and related action plans
• Support root-cause analysis of significant control failures and operational risk events and challenge proposed corrective actions
• Monitor remediation of control gaps, operational risk issues, audit findings and regulatory actions within agreed timelines
• Assess whether corrective actions adequately address the underlying risk and provide independent challenge where further action is required
• Track overdue, recurring or material issues and escalate significant concerns to the Manager, Operational Risk

Risk & Control Advisory

• Provide independent risk and control advice on new products, processes, projects and significant business changes
• Engage process owners on identified risks, control weaknesses and opportunities for process and control improvement
• Support risk assessments for significant changes and projects to ensure key operational risks and controls are considered
• Promote awareness of sound operational risk and internal control practices through stakeholder engagement and targeted awareness training

Risk Reporting & Governance

• Prepare risk and control reports covering RCSA, KCSA, KRIs, incidents, control testing, issues, remediation and emerging risks
• Provide timely and accurate inputs to Management Risk Committees and other relevant governance forums
• Analyse risk and control information to identify trends, concentrations, recurring weaknesses and areas requiring management attention
• Maintain appropriate risk and control records and supporting documentation for assurance, reporting and governance purposes
• Support regulatory reviews, governance assessments and other reviews relating to operational risk and internal controls

Qualification & Experience

• Bachelor’s Degree in Risk Management, Finance, Accounting, Economics, Business Administration, Banking or a related field 
• Professional qualification such as CPA(K), ACCA, CIA, CRMA, CISA, IRM, FRR, FRM, PRM or equivalent will be an added advantage 
• Minimum five (5) years’ experience in Operational Risk, Internal Controls, Risk Assurance, Compliance, Internal Audit or related banking risk functions 
• Demonstrated experience in risk assessments, RCSA, KCSA, KRI monitoring, risk-based control testing, incident management and issue remediation 
• Sound knowledge of operational risk management, internal control principles, risk and control governance and assurance practices 
• Good understanding of CBK Prudential Guidelines, Basel Operational Risk Principles and the COSO Internal Control Framework 
• Experience in risk and control reporting, data analysis and stakeholder engagement

Key Competencies

• Strong risk assessment, control evaluation and analytical skills 
• Practical experience in risk-based control testing and assurance 
• Strong operational risk monitoring, incident management and root-cause analysis 
• Ability to provide constructive independent challenge and exercise sound judgement 
• Strong stakeholder engagement, influencing and communication skills 
• Strong report writing, data analysis and presentation skills 
• Strong problem-solving skills with ability to manage multiple priorities and deadlines

Apply: Assistant Manager - Internal Controls & Compliance - Sidian Bank

Officer, Digital Financial Services & Project Risks at Sidian Bank

Job Description

JOB PURPOSE

The job holder will assist in providing continuous, independent 2nd line assurance on the Bank’s Digital Financial Services (DFS) Control and project risks undertaken by the bank. The role delivers objective oversight on control design and operating effectiveness across Digital Financial Services channels, Digital Lending platforms, Merchant Acquiring, and Data Lake pipelines & Projects. The role holder will also ensure that all Digital Financial Services, operational and systems risks across Bank platforms are managed in strict compliance with internal policies, CBK & ODPC guidelines.

KEY RESPONSIBILITIES:

• Governance and Regulatory Compliance
• IT Risk and Data Impact Assessment
• Business Continuity and Disaster Recovery Coordination
• Systems Monitoring and Control Review
• Incident and Breach Management
• Reporting

GOVERNANCE AND REGULATORY COMPLIANCE

• Maintain 2nd Line governance oversight ensuring all digital banking operations, credit scoring algorithms, and data processing architectures comply with CBK guidelines, statutory limits, and ODPC regulatory requirements. 
• Collaborate with the Data Privacy Officer to ensure DFS data flows, processing activities, and Data Lake ingestion pipelines align with statutory requirements under the Kenya DPA 2019 & regulations. 
• Provide objective 2nd Line oversight and challenge on the design and operational effectiveness of control systems and workflows across all DFS channels. 
• Validate that all approved products are supported by end-to-end standard operating procedures (SOPs), workflow routines, and dual-authorization control frameworks signed off by all relevant stakeholders prior to launch.

IT RISK AND DATA IMPACT ASSESSMENT

• Coordinate directly with the ERM, IT Risk Officer to evaluate technical vulnerabilities, system change management requests, API security controls, and Privileged Access Management (PAM) across the bank’s DFS systems and projects.
• Review risk profiles and control baselines for new feature deployments, digital lending engines, third-party integrations, and Data Lake ingestion controls prior to production go-live. 
• Review technical documentation for products involving DFS products and projects (i.e. solution architecture, process and data flow diagrams) for comprehensive risk identification an controls design effectiveness reviews.
• Track the remediation of technical control gaps, vulnerability assessment items, and any red-teaming test findings to final closure on DFS and Projects. 

BUSINESS CONTINUITY AND DISASTER RECOVERY COORDINATION

• Oversee BCP and Disaster Recovery (DR) readiness for critical digital channels (Mobile Banking, Internet Banking, USSD, Merchant, Digital Lending engines, and Data Lake feeds). 
• Participate in periodic BCP/DR failover tests, assessing operational resilience, recovery time objectives (RTO), and recovery point objectives (RPO) during simulated switchover events for DFS projects. 
• Validate that failback routines, offline processing queues, and manual reconciliation procedures during system outages maintain strict accounting controls and data integrity. 

SYSTEMS MONITORING AND CONTROL REVIEW

• Digital Lending Controls – Monitor loan scoring parameters, automated approval thresholds, disbursement limits, and write-off reconciliation routines including review of controls around use of AI in DFS products. 
• Merchant Acquiring Controls – Review merchant transaction limits, merchant float reconciliations, fee splits, and chargeback handling; review merchant settlement controls, chargeback/reversal workflows, transaction limits, and interchange fee collection routines across merchant acquiring deployment & other controls e.g. on automated credit scoring parameters, AI controls in DFS deployments. 
• Develop and monitor DFS control metrics, project risk indicators, and operational KRI’s, and assist in the development of breach thresholds. 
• Ensure all DFS and project risks are comprehensively captured and tracked through the business RCSA. 
• Perform independent control tests and validate both design adequacy and operational effectiveness of controls. 

INCIDENT AND BREACH MANAGEMENT

• Review and evaluate the effectiveness of automated monitoring systems with independent sample testing of the implemented DFS controls/rule exceptions and override queues to ensure digital fraud and operational failures are promptly detected and remediated by 1st Line teams. 
• Support the investigation, logging, and root-cause analysis of digital transaction failures, payment outages, and privacy breaches in coordination with the Data Protection & Privacy Officer. 
• Track incident remediation action plans, ensuring 1st Line operational teams resolve underlying system flaws to prevent recurring outages or losses. 

REPORTING

• Formulate and maintain and report on Key Risk Indicators (KRIs) on CSA) for DFS solutions, Digital Lending, Merchant Acquiring, and Data Lake operations & Projects
• Prepare comprehensive 2nd Line risk and control performance dashboards for IT Risk, BCP & Data Privacy for Senior Management & Board Risk Reports on DFS and projects.

ACADEMIC BACKGROUND

• Bachelor’s degree in Information Technology, Computer science, business, or related fields.
• Strong knowledge of Information Security related frameworks/ Regulations/such as, ISO 27001, NIST 800-53 or other leading industry certifications e.g. CompTIA Security +, CEH, CISA.
• At least 5 years of Banking or Information Technology Experience with exposure to Digital Financial Services (DFS) & Projects.
• Knowledgeable in IT operations, IT Controls, IT Risk, IT Audit & Project Management.
• Knowledge on Data Protection laws & General Data Protection Regulations (GDPR)/Kenya Data Protection Act, 2019 & Regulations, CBK guidelines.

SKILLS & COMPETENCIES

• Excellent interpersonal & Communication Skills
• Working in Teams
• Excellent analytical skills
• Problem solving skills
• Excellent knowledge of security tools
• Report writing skills

PROFESSIONAL CERTIFICATION

• Professional qualifications such as Certified Information Systems Security Professional CISA, Certified Information Systems Security Professional CISM or Certified Information Systems Security Professional (CISSP).

Apply: Officer, Digital Financial Services & Project Risks - Sidian Bank

Legal Manager – Company Secretarial & Governance at Sidian Bank

Job Description

JOB PURPOSE

The job holder will be responsible for supporting the Head of Legal & Company Secretary in the delivery of effective company secretarial, corporate governance and legal advisory services to the Bank, its Board of Directors, Board Committees, shareholders and subsidiaries. He/she will also be responsible for the day-to-day coordination, preparation and execution of delegated company secretarial, governance and corporate legal activities, under the direction and oversight of the Head of Legal & Company Secretary.

KEY RESPONSIBILTIES

Company Secretarial Support

• Support the Head of Legal & Company Secretary in the discharge of the Bank’s company secretarial responsibilities.
• Coordinate the preparation of Board and Board Committee meeting notices, agendas, papers and supporting documentation.
• Maintain the annual Board and Board Committee calendar under the direction of the Head of Legal & Company Secretary.
• Coordinate the logistical and administrative arrangements for Board and Board Committee meetings.
• prepare draft minutes for review and approval by the Head of Legal & Company Secretary.
• Maintain Board and Committee action trackers and follow up on agreed actions.
• Prepare draft Board and Committee resolutions, extracts of minutes and other corporate documentation for review and approval.
• Maintain an organized and secure repository of Board and Committee papers, minutes, resolutions and other governance records.
• Assist in monitoring matters reserved for the Board and Board Committees and ensure that appropriate approvals are obtained.
• Support the Head of Legal & Company Secretary in ensuring that Board and Committee decisions are appropriately documented and communicated.
• Maintain a register of Board and Committee resolutions and monitor implementation.

Corporate Governance

• Support implementation of the Bank’s corporate governance framework under the direction of the Head of Legal & Company Secretary.
• Assist in monitoring compliance with applicable corporate governance requirements.
• Monitor developments in corporate governance legislation, regulations, regulatory guidance and best practice and highlight relevant developments to the Head of Legal & Company Secretary.
• Assist in reviewing and updating governance policies, frameworks and procedures.
• Support preparation of the Bank’s governance compliance dashboard.
• Maintain a governance obligations tracker and escalate overdue or emerging matters.
• Assist in monitoring Board composition, tenure, independence and other governance requirements.
• Maintain appropriate governance records relating to Directors.

Regulatory & Statutory Compliance

• Support the Head of Legal & Company Secretary in monitoring compliance with corporate and governance requirements applicable to the Bank.
• Assist in monitoring requirements under the Companies Act, Banking Act, CBK Prudential Guidelines and other applicable laws and regulations.
• Coordinate preparation of statutory and regulatory filings within the delegated mandate.
• Maintain a calendar of statutory and regulatory deadlines relevant to company secretarial and governance matters.
• Assist in preparation of regulatory submissions and responses relating to Board, shareholder and governance matters.
• Support the Head of Legal & Company Secretary in responding to CBK and other regulatory requests.
• Providing compliance advice and regulatory guidance to senior management and heads of departments in relation to inspections, interpretation of rules, rule changes and investigations
• Developing and implementing a regulatory compliance framework and a tracking mechanism for identifying regulatory risks in a timely manner, aligned to CBK Prudential Guidelines and the Banking Act (Cap 488).

ACADEMIC BACKGROUND

• A Bachelor’s degree in Law (LLB) from a recognized university.
• Postgraduate Diploma in Law from the Kenya School of Law.
• Admitted as an Advocate of the High Court of Kenya, with a current Practising certificate
• Certified Public Secretary, CPS(K), and member in good standing of the Institute of Certified Public Secretaries of Kenya (ICPSK)
• Member of the Law Society of Kenya (LSK) in good standing

WORK EXPERIENCE

• Minimum of five (5) years post-qualification experience in legal practice within the Financial Services industry, of which at least three (3) years must have been in the banking sector, financial services or another regulated environment handling company secretarial, corporate governance and/or corporate legal advisory.

SKILLS & COMPETENCIES

• Strong knowledge and practical experience in Board, Committee, shareholder and statutory company secretarial processes.
• Strong understanding of corporate governance principles, Board structures, Board effectiveness, governance frameworks and governance best practice.
• Good understanding of the legal and regulatory framework governing banks and financial institutions in Kenya.
• Knowledge and understanding of banking operations.
• Strong drafting skills for resolutions, minutes, legal opinions, memoranda, contracts, powers of attorney, corporate documents and governance instruments.
• Ability to prepare high-quality Board and Committee agendas, papers, minutes, resolutions, action trackers and governance reports.
• Knowledge of statutory registers, corporate filings, shareholder records, beneficial ownership and other corporate compliance requirements.
• Ability to support AGM/EGM processes, shareholder resolutions, corporate actions and shareholder communications.
• Excellent written and verbal communication, including the ability to communicate complex legal and governance issues clearly to senior management and Directors.
• High level of accuracy in Board records, statutory filings, legal documents, resolutions and regulatory submissions.
• Ability to handle highly confidential Board, shareholder, legal, regulatory and strategic information appropriately.
• Ability to manage multiple Board, Committee, statutory, regulatory and legal deadlines simultaneously.
• Ability to identify issues, analyse alternatives and develop practical legal and governance solutions.
• Proficiency in electronic Board platforms, document management systems, Microsoft Office and other relevant governance technology.
• Good policy development and management capabilities
• Ability to monitor and interpret regulatory requirements and support timely compliance, particularly CBK and statutory requirements.

PROFESSIONAL CERTIFICATION

• Certified Public Secretary, CPS(K), and member in good standing of the Institute of Certified Public Secretaries of Kenya (ICPSK).
• Member of the Law Society of Kenya (LSK) in good standing.

Apply: https://sidianbank.co.ke/vacancy/legal-manager-company-secretarial-governance/?vacancy_id=5370

Relationship Manager – Rift Valley Region at Sidian Bank

Job Description

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Apply: https://sidianbank.co.ke/vacancy/relationship-manager-rift-valley-region/?vacancy_id=4830

Relationship Manager – Nairobi Region at Sidian Bank

Job Description

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Apply: https://sidianbank.co.ke/vacancy/relationship-manager-nairobi-region/?vacancy_id=4997

Senior Relationship Officer – Bancassurance at Sidian Bank

Job Description

JOB PURPOSE 

The Senior Relationship Officer – Bancassurance will report to the Branch Manager, and will be responsible for the  acquisition and growth of sustainable Bancassurance and Bank business on Retail life, Pensions and non-life in  collaboration with the cluster bank branches team by profiling the bank’s customers, establishing their insurance  needs, engaging them with the relevant products, the placement of covers, in line with the overall strategy of the  intermediary and the Bank. 

KEY RESPONSIBILTIES  

• Business Growth & Development 
• Marketing & Brand Management
• Relationship Management & Customer experience 
• Personal Leadership & Development 
• Risk & Compliance 

Business Growth & Development: 

• Full responsibility for all product lines and all sales and business development for new business portfolio.
• Achieve business growth of the overall Business portfolio (Both Risk & Investment), ensuring portfolio growth targets  are consistently achieved. 
• To ensure the cluster and each branch achieve the set business income for all the retail life products.
• Continuously train the branch staff on the subject insurance products, onboarding documentation and claims  processes so as to create awareness and increase consumption of these products by the staff and their customers.
• Ensure that all customers have accurately completed the required forms and that there is proper documentation.
• Attend weekly and monthly, quarterly departmental meetings as scheduled.
• Responsible for timely and smooth movements of documents between the clients and the insurer.
• Prepare accurate and timely weekly and monthly production reports and any other reports as required by  management. 
• Work closely with the cluster branches to get referrals, build a pipeline, and cross-sell to the existing customers.
• Attend all relevant bank branch meetings to integrate well with the staff. 
• Ensure the agreed retail and group revenue budgets (targets) are met through the cluster branches.
• Gather market intelligence on competitor information as well as market trends to identify new business  opportunities, contribute towards customization of existing products and even the development of new ones.

Marketing & Brand Management 

• To create good relationship with cluster Branch Managers to ensure value-added support for bancassurance  business in the cluster branches. 
• Understand and provide clear direction to the cluster branches based on market analysis of local area, consumer  trends and competitor offerings.  
• Establish relationships with key clients or business influencers in the local area, including client entertainment within  budget limits set by the business.  
• Enhance product awareness by communicating, delivering, and offering solutions that have value for customers,  shareholders and partners. 
• Participating in all regional initiatives together with other business units and sectors to push for bancassurance business and other bank business 

Relationship Management & Customer Experience 

• To mentor Bancassurance Branch champion who will spearhead Insurance Products in each branch.
• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
•  Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS). 
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch  and Bancassurance leadership on improvements. 
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and  loyalty. 
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries  and complaints. 
• Achieve the required minimum client visits and customer engagement forums weekly and monthly.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis.

Personal Leadership & Development: 

• Responsible for identifying personal career path in the bank.  
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress  meetings. 
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization. 
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follow  laid down grievance and disciplinary procedure to ensure a conducive work environment. 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat  findings. 
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and  Internal training activities. 

Risk & Compliance 

• Comply with the Bank’s AML & CFT policy as defined in CBK Prudential guidelines 
• Comply with risk control processes that are designed to eliminate or minimize AML-CFT risk exposure and potential  losses 
• Embrace system-based compliance practices in high-risk activities 
• Ensure that the bank does not transact business with persons whose names match those on the sanctions lists in the  Finance day to day business. 
• Immediately report any suspicious transactions or activities to the compliance function.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy. 
• Portfolio management as per policy. 
• Premium collection in line with the business policies.

ACADEMIC BACKGROUND

• 2-3 Years’ experience in insurance sales management in insurance/or Bancassurance, including a minimum of 1- year sales experience.

SKILLS & COMPETENCIES

• Strong knowledge of compliance and regulatory requirements in bancassurance, insurance and banking sectors.
•  Self-driven, highly motivated and disciplined 
• Advanced knowledge in MS office i.e. MS Excel and MS Word and Powerpoint; 
• Excellent interpersonal and business communication skills 
• Highly presentable with excellent presentation skills 
• Excellent Business Acumen and good report writing skills 
• Good decision-making and problem – solving abilities

PROFESSIONAL CERTIFICATION

• Diploma in insurance or a Certificate of Proficiency (COP) in Insurance, B Com Insurance Option or BSC Actuarial  Science

Apply: Senior Relationship Officer - Bancassurance - Sidian Bank

Transaction Monitoring and Chargeback Analyst at Sidian Bank

Job Description

JOB PURPOSE

The Job holder will be responsible for protecting the organization’s digital payment ecosystem by monitoring card transactions, detecting, investigating, and resolving illegal/fraudulent activities and chargebacks. The role ensures compliance with card network regulations, minimizes financial losses to the bank, and enhances trust between merchants, customers, and payment partners

KEY RESPONSIBILTIES 

Transaction Monitoring

• Monitor transactions across cards, mobile banking, internet banking, ATM, POS and other digital payment channels.
• Review alerts generated by transaction monitoring and fraud detection systems.
• Identify unusual transaction patterns, suspicious activity and potential fraud.
• Investigate flagged transactions and determine appropriate action.
• Escalate suspicious or high-risk transactions to Fraud, Risk, Compliance or relevant teams.
• Conduct transaction reviews based on predefined risk parameters and thresholds.
• Maintain accurate records of investigations and actions taken.
• Identify emerging transaction fraud trends and recommend additional controls.

Chargeback & Dispute Management

• Receive, review and process customer transaction disputes and chargeback requests.
• Validate disputed transactions against transaction records and supporting documentation.
• Determine whether a transaction qualifies for chargeback under applicable card scheme and bank rules.
• Initiate chargebacks and representment processes within stipulated timelines.
• Liaise with merchants, acquirers, card schemes, branches, customers and internal departments to resolve disputes.
• Track outstanding chargebacks and ensure timely responses.
• Maintain complete documentation and evidence supporting chargeback cases.
• Monitor chargeback outcomes and identify recurring dispute patterns.
• Ensure compliance with applicable Visa, Mastercard and other payment scheme requirements.

Fraud Investigation

• Conduct first-level investigations into suspected fraudulent transactions.
• Analyse transaction history, customer behaviour, device information and other available transaction indicators.
• Identify patterns associated with account takeover, card fraud, unauthorized transactions and other payment fraud.
• Support fraud prevention and detection initiatives.
• Escalate complex or material fraud cases to the appropriate investigation team.
• Maintain confidentiality of customer and transaction information.

Reconciliation & Recovery

• Reconcile disputed transactions and chargeback records with internal systems and settlement reports.
• Track financial impact arising from fraud, disputes and chargebacks.
• Support recovery of funds from fraudulent or erroneous transactions where applicable.
• Identify transaction and settlement discrepancies and ensure timely resolution.
• Prepare reports on chargeback losses, recoveries and outstanding cases

Reporting & Analytics 

• Prepare periodic reports on fraud trends, chargeback ratios, and operational performance.
• Prepare daily, weekly and monthly transaction monitoring reports.
• Prepare chargeback and dispute management reports.
• Analyse trends and provide recommendations to management.
• Maintain accurate management information and operational dashboards

DECISION MAKING AUTHORITY

• The role holder is mandated to safeguard the payment ecosystem by detecting suspicious activity, investigating disputed transactions, and preparing evidence to resolve chargebacks while ensuring compliance with card network rules, subject to approval of the Unit Manager

ACADEMIC BACKGROUND

• Bachelor’s degree in Finance, Accounting, Business Administration, Banking, Economics, Information Technology, Risk Management or a related field.
• Professional certifications such as Certified Fraud Examiner (CFE), Certified Anti-Money Laundering Specialist (CAMS), or equivalent are highly desirable.
• Familiarity with fraud detection tools, chargeback management systems, and payment gateways.
• Understanding of PCI DSS requirements and card network compliance frameworks.
• Prior experience in e-commerce fraud prevention, risk management, or payments operations strongly preferred.

WORK EXPERIENCE

• 2–4 years of professional experience in fraud prevention, chargeback handling, or payments operations.
• Prior experience in e-commerce fraud prevention, risk management, or payments operations strongly preferred.
• Solid understanding of payments industry operations, including acquiring, processing, and card network rules.
• In-depth knowledge of Visa, Mastercard, and other card scheme dispute regulations.
• Awareness of common e-commerce fraud typologies (friendly fraud, account takeover, triangulation fraud, etc.).
• Experience applying risk frameworks to merchant onboarding and monitoring.
• Familiarity with e-commerce operations, authentication processes, and digital payment ecosystems

SKILLS & COMPETENCIES

• Transaction monitoring and fraud detection systems.
• Card and payment transaction processing.
• Chargeback and dispute management systems.
• Data analysis and investigation techniques.
• Microsoft Excel and reporting tools.
• Dashboard and management information reporting.
• Understanding of payment/card transaction flows.
• Basic knowledge of SQL or data analytics is an added advantage.

PROFESSIONAL CERTIFICATION

• Certified Fraud Examiner (CFE), Certified Anti-Money Laundering Specialist (CAMS), or equivalent are highly desirable.

Apply: https://sidianbank.co.ke/vacancy/transaction-monitoring-and-chargeback-analyst/?vacancy_id=5358

Credit Administration Officer, Registry at Sidian Bank

Job Description

JOB PURPOSE

The job holder will be responsible for managing the credit documentation process for facilities granted to customers by the bank and to ensure that all credit is adequately secured before disbursement and during the lifetime of the facility.  In addition to this, the role-holder will undertake any other duty as assigned by the Manager- Credit Administration or Director, Credit Risk Department.

KEY RESPONSIBILTIES 

• Securities Quality Assurance & Administration
• Custodianship
• Customer Service
• Compliance & Policy Implementation: 

MAIN ACTIVITIES

Securities Quality Assurance & Administration: 

• Receive documents from the disbursement officers and validate the same to ensure conformity to set standard. Any deficiencies to be highlighted and communicated to the relevant parties for remedial action to be taken. 
• Maintain proper diaries to monitor compliance with respect to renewable securities such as guarantees, valuation reports, insurances, land rent and rates. 
• Follow up with branches and all business units to ensure 100% compliance with respect to insurance renewals, payment of rent and rates and revaluation of securities. 
• Facilitate release of securities in line with the laid down procedures.
• Update the securities register in T24 with new securities and security release as well to ensure accurate record of security details in the system. 

Custodianship:

• Filing security documents and other credit related documents in a systematic manner to ensure ease of retrieval whenever need arises.
• Ensure safe custody of all securities documentation in the designated holding areas/strong rooms
• Control lodgment and withdrawal of securities documentation from the designated holding areas/strong rooms
• Ensure adherence to dual control system in accessing the securities vault and other holding areas
• Maintain a well updated securities movement register
• Attend to queries relating to securities and documentation such as request for copies of documents

Customer Service:

• Respond to all queries relating to clearance of facilities for drawdown and perfection of securities 
• Ensure prompt and precise respond to customer queries via email and phone in line with set customer service standards

Compliance & Policy Implementation: 

• Ensure compliance with internal policies and procedures relating to lending and other areas that touch on day to day operations.
• Actively participate in all audit processes and ensure the department achieves a satisfactory rating both in internal and external audits.

DECISION MAKING AUTHORITY

• Decision making is well guided by the policy

ACADEMIC BACKGROUND

• Bachelor’s Degree in Business studies or Economics from a recognized university.

WORK EXPERIENCE

• At least two (2) years’ experience in advances securities, lending, credit administration, debt management or any other area that involves critical use of analytical skills within the bank.
• Experience with NTSA and MPSR will be an added advantage.

SKILLS & COMPETENCIES

• Knowledge in legislation relating to perfection of securities and requirements by regulating bodies.
• Good understanding of the CBK Prudential guidelines
• Good understanding of Sidian Bank’s Credit risk policy.

PROFESSIONAL CERTIFICATION

• Professional Banking qualification (ACIB) or Credit Administration

Apply: https://sidianbank.co.ke/vacancy/credit-administration-officer-registry/?vacancy_id=5357

AML-CFT-CPF Analyst Compliance Analyst at Sidian Bank

Job Description

JOB PURPOSE

The job holder will responsible for performing AML/CTF/CPF compliance functions. Such functions include implementing the Bank’s AML/CTF/CPF compliance program, conducting investigations, analysis and responding to Money Laundering/ Terrorism Financing/Proliferation Financing (ML/TF/PF) cases, identifying points of compromise and potential loss.

KEY RESPONSIBILITIES AND ACTIVITIES

KEY RESPONSIILITIES

• Transaction Monitoring and Reviews
• Collaborative Partnerships
• Strengthening Risk Management
• Reporting 

Transaction Monitoring and Reviews

• Implement adequate AML/CTF/CPF controls to ensure that all possible areas of AML/CTF/CPF concerns are covered.
• Perform regular reviews of all AML/CTF/CPF controls to assess effectiveness. This includes;
• Sanction and Politically Exposed Person (PEP) screening program
• Transaction monitoring program
• Suspicious Activity Reporting (SAR) management program
• Adverse Media mentions review program
• Investigative orders management program
• Perform detailed analyses to detect patterns, trends, anomalies and schemes in transactions and relationships across bank’s processes/ customers/ products.

Collaborative Partnerships

• Assist in implementing a bank-wide AML/CTF/CPF program through risk awareness training program for all staff especially on identification and reporting of suspicious transactions. 
• Maintain detailed knowledge of current AML/CTF/CPF regulations and keep track of developments within the AML/CTF/CPF scope, sanctions, terrorist financing issues, including policies, procedures, regulations, industry best practice, criminal typologies and developing trends.
• Maintain strong working relationship with internal stakeholders to ensure that compliance issues are regularly discussed and addressed.

Strengthening Risk Management

• Ensure that AML/CTF/CPF procedures and processes are in line with regulatory requirements.
• Proactively identify gaps in the assigned reviews, assessments, projects and follow up on implementation of agreed mitigation controls.
• Monitor and track closure of management actions  from the compliance reviews,  regulators’ and External auditors’ reports.

Reporting

• Prepare weekly, monthly and quarterly reports on the state of AML/CTF/CPF program to the MLRO
• Report control weaknesses or lapses to the manager in a timely manner, recommend mitigation controls or process and policy changes and follow up implementation of agreed actions.
• Execution of instructions and any other duties from the Manager Compliance/ Senior Manager Compliance, as assigned from time to time.

DECISION MAKING AUTHORITY

• Closure and escalation of alerts 
• Suspicious transaction to be reported 
• Appropriate documentation for use in Suspicious Activity or Transaction supporting documents  
• Transactions to be marked in the system as suspicious 
• Customers to be updated in the blacklist 
• Communications to business on awareness on issues and trends noted 
• Appropriate remediation action on implementing the Bank’s AML/CTF/CPF program
• Training requirements for the business 
• Compliance activities to be monitored 
• Sample High-risk accounts to be reviewed

ACADEMIC BACKGROUND

• Bachelor’s Degree in Business related course or equivalent.
• Anti-Money Laundering Certification will be an added advantage

WORK EXPERIENCE

• At least 2 years’ banking experience in AML/CTF/CPF in an Enterprise Risk Management function

SKILLS & COMPETNCIES

• Knowledge of money laundering techniques and regulations
• Knowledge of regulatory compliance requirements and risk management principles
• Demonstrable analytical skills and Experience in working with Server Query Language (SQL) and analyzing large volumes of data
• Good knowledge of payment services and operations
• Good Organizing and planning skills
• Good knowledge of payment services and operations
• Results oriented, effective communicator and a team player eager to learn and share experiences
• Proficiency in Microsoft Office Applications

PROFESSIONAL CERTIFICATION REQUIRED

• Certification in a professional association such as the Association of Certified Anti-Money Laundering Specialists (ACAMS)

Apply: https://sidianbank.co.ke/vacancy/aml-cft-cpf-analyst-compliance-analyst/?vacancy_id=4468  

Relationship Officer – Isiolo at Sidian Bank

Job Description

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 4 years’ experience in retail banking and/or commercial banking including a minimum of 2 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Apply: https://sidianbank.co.ke/vacancy/relationship-officer-isiolo/?vacancy_id=5354

Relationship Manager – Kericho at Sidian Bank

Job Description

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Apply: https://sidianbank.co.ke/vacancy/relationship-manager-kericho/?vacancy_id=5352

Branch Manager – Ol Kalou Branch at Sidian Bank

Job Description

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures. 

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management
• Risk & Compliance

MAIN RESPONSIBILTIES 

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Ensure that merchandising materials are displayed in accordance with guidelines. 
• Brief staff on promotional and product launches; provide regular feedback on sales performance. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & People Management:

• With the support of the HR Business Partner, the Branch Manager has the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff. 
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
• Responsible  for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and  will be held accountable for lapses in the branch 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Manage performance /disciplinary issues/grievances for staff. 
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master degree will be an added advantage.

WORK EXPERIENCE

• Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Apply: Branch Manager - Ol Kalou Branch - Sidian Bank

Branch Manager – Central Region at Sidian Bank 

Job Description

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures. 

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management
• Risk & Compliance

MAIN RESPONSIBILTIES 

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Ensure that merchandising materials are displayed in accordance with guidelines. 
• Brief staff on promotional and product launches; provide regular feedback on sales performance. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & People Management:

• With the support of the HR Business Partner, the Branch Manager has the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff. 
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
• Responsible  for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and  will be held accountable for lapses in the branch 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Manage performance /disciplinary issues/grievances for staff. 
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master degree will be an added advantage.

WORK EXPERIENCE

• Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Apply: Branch Manager - Central Region - Sidian Bank

Relationship Manager – Nairobi Region at Sidian Bank

Job Description

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Apply: Relationship Manager - Nairobi Region - Sidian Bank

Senior Officer – Information Systems Audit at Sidian Bank

Job Description

JOB PURPOSE

The job holder will provide an independent, objective assurance on the adequacy and effectiveness of the bank’s IT governance, risk management, compliance, and internal control environment. He/she will lead and oversee the planning, execution, reporting, and follow-up of complex audit assignments in line with Information Technology Assurance Frameworks(ITAF) and Standards, CBK Prudential Guidelines, and the bank’s policies and internal audit methodology. 

KEY RESPONSIBILITIES

Audit Planning 

• Lead comprehensive, risk-based planning for assigned audits by analyzing enterprise risks, regulatory expectations, historical audit results, emerging risks, and strategic priorities.
• Define audit objectives, scope, and detailed test procedures that directly address inherent, residual, and emerging risks, ensuring alignment with the annual audit plan.
• Conduct in-depth process understanding through system walkthroughs, Logs analysis, policy reviews, and stakeholder interviews to identify control gaps or vulnerabilities early.
• Determine the appropriate audit approach, sampling methodology, nature, timing, and extent of testing using risk-based and data-driven criteria.

Audit Execution

• Review core banking systems, payment platforms and IT infrastructure controls.
• Conduct vulnerability assessments and penetration tests.
• Assess cybersecurity controls, access management and incident response.
• Evaluate IT governance, policies, and regulatory compliance.
• Evaluate vendor management processes, including IT service provider oversight, contract compliance, and SLA performance.
• Review the Bank’s Business Continuity Management (BCM) framework, including disaster recovery testing.
• Perform audits in accordance with Global Internal Audit Standards (GIAS) and ISACA guidelines.
• Provide Quality assurance on ICT projects before Go-Live.
• Script and schedule continuous audit reports by use of CAATs.
• Conduct forensic reviews from time to time where need arises as directed by Head Of Internal Audit. 
• Perform all other related duties as assigned from time to time

Audit Reporting, Monitoring & Follow-Up 

• Prepare high-impact, concise, and well-supported audit reports that clearly articulate issues, underlying root causes, associated risks, and practical recommendations.
• Present audit findings confidently to departmental heads, senior management, and governance committees where required.
• Track and monitor management action plans, validate remediation, and perform follow-up reviews to ensure the effectiveness and sustainability of corrective actions.

Risk & Compliance

• Provide independent and objective assurance on the effectiveness of the bank’s IT risk management, compliance, and governance frameworks.
• Evaluate the adequacy and operating effectiveness of controls in key risk areas and across risk types (Cyber security, Access Controls, Business continuity and System related AML risks).
• Review and challenge the quality, completeness, and accuracy of risk assessments, KRIs, RCSAs, and mitigation plans developed by business units and second-line functions.
• Test compliance with relevant laws, regulatory requirements, CBK guidelines, internal policies, and industry best practices.
• Document and escalate control weaknesses, non-compliance, unethical conduct, and emerging risks promptly and in accordance with escalation protocols.
• Provide advisory insight on new regulatory developments and business initiatives while preserving audit independence.
• Maintain up-to-date professional knowledge on emerging ICT risks.

DECISION MAKING AUTHORITY

• Determine the audit approach, depth of testing, and sampling strategies for assigned engagements based on risk assessment and professional judgment.
• Evaluate the adequacy and effectiveness of internal controls and assign issue ratings consistent with the bank’s methodology and regulatory expectations.
• Recommend improvements and control enhancements aligned with business realities and regulatory requirements.
• Escalate material risks, control failures, fraud indicators, or non-compliance without delay.
• Exercise sound judgment in balancing audit rigor, business impact, and operational practicality.

ACADEMIC BACKGROUND

• Bachelor’s degree in IT, Computer Science, or related field.
• Minimum of 3 years’ experience in IS audit, risk, forensics and security preferably in banking.

WORK EXPERIENCE

• Minimum of three (3) years’ experience in IS audit, risk, forensics and security preferably in banking 
• Proven exposure to ICT banking operations audits and regulatory compliance requirements.
• Experience in using audit management systems and data analytics tools.

SKILLS & COMPETENCIES

• Advanced analytical, critical thinking, and problem-solving capabilities.
• Strong report-writing and communication skills with the ability to articulate complex issues clearly.
• High professional skepticism, attention to detail, and ability to challenge status quo effectively.

PROFESSIONAL CERTIFICATION

• CISA certification (mandatory); CISM, CEH, or ISO 27001 Lead Auditor an advantage.

Apply: Senior Officer - Information Systems Audit - Sidian Bank

Sales Team Leader at Sidian Bank

Job Description

JOB PURPOSE

The job holder will be responsible for managing and motivating the Direct Sales team to achieve the Bank’s sales and revenue targets through effective acquisition of new customers, growth of existing customer relationships, cross-selling of banking products and deliver excellent customer service. He/she will also drive sales performance, manage sales pipelines, coach sales staff and monitor field activities by ensuring that all sales are conducted in accordance with the Bank’s policies, procedures and applicable regulatory requirements.

KEY RESPONSIBILITIES

• Business Development
• Sales Leadership and Target Achievement 
• Team Management and Performance
• Customer Experience
• Personal Leadership & Development
• Risk & Compliance

Business Development

• Lead a team of Direct Sales in all branches to execute new to bank customer marketing campaigns to promote the company products and increase brand awareness;
• Manage, organize, implement and coordinate sales activations and promotions effectively in liaison with all stakeholders;
• Work closely with Branches, Relationship Managers and other business units to maximize customer acquisition and revenue opportunities;
• Participating in sales calls with the branch and sales representatives to observe their techniques provides real time feedback and help them close deals;
• Identifying skills gaps by assessing the strengths and weaknesses of each team member and recommend training and development opportunities on the identified gaps and improve overall performance; 
• Conduct regular trainings sessions to enhance team skills and product knowledge, ensuring compliance with industry regulations;
• Develop partnerships and referral channels that support customer acquisition;

 Sales Leadership and Target Achievement

• Develop and execute strategies to achieve personal and Direct Sales assigned sales targets;
• Set individual goals by working with each team member to set achievable goals and KPI’s that align with bank’s objectives;
• Achieve the set sales targets: meet or exceed the monthly, quarterly, and annual sales targets and report on sales performance within the scheduled timelines;
• Translate departmental sales objectives into individual targets for sales team members;
• Motivating the sales team to meet their targets, celebrating their successes and help them bounce back from setbacks;
• Monitor daily, weekly and monthly sales performance against targets and identify performance gaps and implement corrective actions;
• Drive acquisition of new customers through Direct Sales and field-based activities;
• Promote the Bank’s products and services to targeted customer segments;

Team Management and Performance

• Lead, supervise and motivate the Direct Sales team;
• Allocate sales territories, leads and portfolios to team members;
• Set clear performance expectations and monitor individual performance;
• Conduct regular team meetings and performance reviews;
• Coach and mentor sales staff to improve their sales capabilities;
• Identify training and development needs within the team;
• Recognise high performers and address underperformance promptly;
• Support recruitment and onboarding of sales staff where required;

Customer Experience

• Through the Direct Sales ensure that customers receive professional and consistent service during the sales process;
• Resolve escalated customer complaints and sales-related issues;
• Monitor customer feedback and identify opportunities for improvement;
• Promote customer retention and long-term relationships rather than one-off sales;
• Ensure sales practices support the Bank’s customer experience standards;

Personal Leadership & Development:

• Manage self: Show drive and motivation, an ability to self-reflect and a commitment to learning;
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect;
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT);

• Work Collaboratively Collaborate with others and value their contribution;
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes;
• Think and solve problems, analyze and consider the broader context to develop practical;
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings;
• Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization;
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.

Risk & Compliance

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts:
• Through the Direct Sales, ensure all sales activities comply with the Bank’s policies and procedures:
• Ensure proper customer identification and documentation in line with KYC requirements;
• Ensure Direct Sales staff comply with AML/CFT requirements and applicable banking regulations;
• Promote responsible selling and avoid misrepresentation of products;
• Monitor the quality and completeness of customer application documentation;
• Ensure appropriate customer consent and data protection requirements are observed;
• Work with Compliance, Risk and Operations teams to resolve sales-related control issues;

ACADEMIC BACKGROUND

• University degree in Business Administration, Marketing, Finance, Economics, Banking or a related field.
• Master’s degree will be an added advantage.

WORK EXPERIENCE

• At least five (5) years’ relevant experience in banking, sales or business development.
• At least two (2) years’ experience in a supervisory or team leadership role.

SKILLS & COMPETENCIES

• Excellent communication and interpersonal skills;
• Excellent Business Presentation skills;
• Good financial analysis skills;
• Excellent problem solving and decision-making skills;
• Knowledgeable in credit, legal (conveyancing) and lending knowledge;
• Knowledge of banking processes and Banking Law;
• Demonstrate an understanding of the Banking Act, CBK prudential guidelines and credit policies;
• Strong negotiation and networking skills;
• Good performance track record in business development;
• Strong innovative and creative thinking skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Apply: Sales Team Leader - Sidian Bank

Regional Manager – Coast Region at Sidian Bank

JOB PURPOSE

The job holder will responsible for identifying new business opportunities and growing business through the branch network in all areas of Branch Banking. He/she will also help in identifying suitable partnerships that provide business opportunities in branches and also provide administrative support for the departmental HQ activities.

KEY RESPONSIBILITIES

• Business Development
• Monitoring and Reporting
• Market Intelligence
• Risk & Compliance

Business Development

• Enhance profitability of existing and new client relationships by promoting new products and product enhancement;
• Actively market and develop the Branch Banking and Partnership products to existing and prospective clients within the branch location;
• Continuously conduct market research and competitor analysis to identify new business opportunities. 
• Manage relationships of key accounts while tapping on their share wallet through cross selling at least 5 products.
• Maintain a comprehensive understanding of the branch customers business plans, financial projections and support requirements.

Monitoring and Reporting

• Monitor the performance of Branch Banking and partnerships to ensure that they operate according the agreed lending terms.
• Provide management with periodic updates on performance of Branch Banking and partnerships to guide management in decision making. 
• Provide regular call reports for all facilities to enhance our Monitoring & Evaluation.

Market Intelligence

•  
• Identify capacity building needs and recommend possible assistance for microfinance partners; 
• Provide technical advice and training to Branches and partnerships where areas of improvement are identified.

Risk & Compliance

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the  profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account  opening form is duly completed and all  required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Responsible for immediately alerting the MLRO  on  suspicious transactions or activities noted in  customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts . Forward the details of  such high-risk customer(s) and any PEP/PEP Related persons  noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking  at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant  supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicio

DECISION MAKING AUTHORITY

• The Regional Manager in their course of work, make regular client visits to review business requirements, assessing assets and securities held or offered and obtaining related financial documents to be able to put forward any borrowing requests from clients and making recommendations for consideration by approving authorities; 
• The Regional Manager is charged with conducting reviews and renewals of existing portfolio managed relationships for Banking Facilities and any banking service requirements and making recommendations for consideration by approving authorities;
• Processing ad-hoc/additional/new requests/excesses under managed portfolio and making recommendations for consideration by approving authorities

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master’s degree will be an added advantage.

WORK EXPERIENCE

• Should have worked as a Branch Manager of a large branch for a minimum of 5 years, experience as a Sales Manager/ Team Leader would be an added advantage.
• Experience as Regional Manager for at least 2 years.
• Must be currently working in the Financial industry.
• Sound knowledge of Business Banking/SME products, services and processes together with exposure in retail banking branch operations.

SKILLS & COMPETENCIES

• Excellent communication and interpersonal skills;

• Excellent Business Presentation skills;
• Good financial analysis skills;
• Excellent problem solving and decision-making skills;
• Knowledgeable in credit, legal (conveyancing) and lending knowledge;
• Knowledge of banking processes and Banking Law;
• Demonstrate an understanding of the Banking Act, CBK prudential guidelines and credit policies;
• Strong negotiation and networking skills;
• Good performance track record in business development;
• Strong innovative and creative thinking skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Senior Relationship Officer – Nyahururu Branch at Sidian Bank

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Senior Relationship Officer – Rongai Branch at Sidian Bank

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Relationship Manager – Riverside Branch at Sidian Bank

Relationship Manager – Riverside Branch

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Branch Manager – Riverside Branch at Sidian Bank

Branch Manager – Riverside Branch

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures. 

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management
• Risk & Compliance

MAIN RESPONSIBILTIES 

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Ensure that merchandising materials are displayed in accordance with guidelines. 
• Brief staff on promotional and product launches; provide regular feedback on sales performance. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & Management:

• With the support of the HR Business Partner, the Branch Manager has the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff. 
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
• Responsible  for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and  will be held accountable for lapses in the branch 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Manage performance /disciplinary issues/grievances for staff. 
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance

• Responsible for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and will be held accountable for lapses in the branch 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• To ensure implementation and compliance with operational policies and procedures at the branch 
• Maintain a culture within the branch that emphasizes and demonstrates the importance of internal control to all staff
• Ensure compliance with agreed limits of authority and levels of access to systems and information
• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. Any such inconsistent activities or transactions must be investigated and reported to the compliance function immediately with a clear basis of suspicion. 
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts escalated by the branch staff. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all staff within the branch are trained and have an Up To Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Identify major risks affecting the branch and ensure necessary steps are taken to measure, monitor, and control structure with control activities defined at each level and duties properly segregated
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Ensure that all staff within the branch are trained and have an Up To Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master degree will be an added advantage.

WORK EXPERIENCE

• Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Branch Manager – Ol Kalou Branch at Sidian Bank

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures. 

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management
• Risk & Compliance

MAIN RESPONSIBILTIES 

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Ensure that merchandising materials are displayed in accordance with guidelines. 
• Brief staff on promotional and product launches; provide regular feedback on sales performance. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & Management:

• With the support of the HR Business Partner, the Branch Manager has the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff. 
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
• Responsible  for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and  will be held accountable for lapses in the branch 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Manage performance /disciplinary issues/grievances for staff. 
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance

• Responsible for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and will be held accountable for lapses in the branch 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• To ensure implementation and compliance with operational policies and procedures at the branch 
• Maintain a culture within the branch that emphasizes and demonstrates the importance of internal control to all staff
• Ensure compliance with agreed limits of authority and levels of access to systems and information
• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. Any such inconsistent activities or transactions must be investigated and reported to the compliance function immediately with a clear basis of suspicion. 
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts escalated by the branch staff. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all staff within the branch are trained and have an Up To Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Identify major risks affecting the branch and ensure necessary steps are taken to measure, monitor, and control structure with control activities defined at each level and duties properly segregated
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Ensure that all staff within the branch are trained and have an Up To Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master degree will be an added advantage.

WORK EXPERIENCE

• Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Relationship Manager – Rongai Branch at Sidian Bank

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show drive and motivation, an ability to self-reflect and a commitment to learning;
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect;
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT);
• Work Collaboratively Collaborate with others and value their contribution;
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes;
• Think and solve problems, analyze and consider the broader context to develop practical;
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings;
• Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization;
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Relationship Manager – Nairobi Region at at Sidian Bank

Relationship Manager – Nairobi Region

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Senior Relationship Officer – Kajiado at Sidian Bank

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Officer Digital Channels at Sidian Bank

Officer Digital Channels

To manage, optimize, and support the Bank’s digital delivery channels including Mobile Banking, Internet Banking, Cards, Digital Account Opening (DAO), and third-party integrations, ensuring high system availability, customer experience excellence, revenue growth, and compliance with regulatory and security standards.

To manage, optimize, and support the Bank’s digital delivery channels including Mobile Banking, Internet Banking, Cards, Digital Account Opening (DAO), and third-party integrations, ensuring high system availability, customer experience excellence, revenue growth, and compliance with regulatory and security standards.

Key Deliverables.

Channel Management & Operations

• Monitor daily performance of Mobile Banking, Internet Banking, Cards, and DAO platforms.
• Ensure system uptime and coordinate resolution of incidents with IT and vendors.
• Monitor transaction volumes, revenue, and channel utilization trends.
• Support deployment of new features, upgrades, and enhancements.
• Performance & Analytics
• Track KPIs such as:
• Active customers per digital channel
• Transaction volumes per channel.
• Revenue per cchannel
• Customer dormancy rate
• .Channel uptime
• Activity per channel.
• Prepare weekly and monthly performance reports.
• Conduct cost-benefit analysis of digital products and pricing structures.

Digital Product Support

• Support onboarding journeys including Digital Account Opening (DAO).
• Ensure transactional limits align with policy.
• Assist in rollout of new digital products and services.
• Liaise with partners (e.g., Fintechs, payment providers, aggregators).
• Work closely with the IT core banking & channels support team to resolve technical issues affecting channels.

Customer Experience Management

• Monitor complaints related to digital channels.
• Analyse root causes and recommend improvements.
• Support zero-rating initiatives and customer campaigns.
• Enhance digital user journey and usability.

Risk, Compliance & Security.

• Monitor fraud trends across digital platforms.
• Ensure compliance with:
• CBK guidelines. AML/CFT requirements.
• Data protection regulations.
• Co-ordinate penetration testing feedback and remediation tracking.
• Support audit reviews and regulatory reporting.

Vendor & Partner Management

• Act as liaison between the Bank and digital channel service providers.
• Co-ordinate service review meetings with the vendors.
• Monitor SLAs and ensure adherence.
• Participate in contract reviews and performance assessments.

DECISION MAKING AUTHORITY

Reporting to: Head, Digital Financial Services.

The role holder is mandated to execute Digital Account Opening, Internet, Mobile banking, MTS and Cards decisions solely, subject to approval of the Unit Manager, Head or Division Director.

ACADEMIC BACKGROUND

• Bachelor’s degree in Business, IT, Computer Science, or related field; Master’s degree is an added advantage.

WORK EXPERIENCE

• Digital Channels Support
• Bank Trainee role.

SKILLS & COMPETENCIES

• Mobile banking platforms.
• Internet Banking.
• Cards business and operations.
• API integrations.
• Digital on-boarding.

PROFESSIONAL CERTIFICATION REQUIRED

• Professional certification in Digital Banking, Product Management, Agile/Scrum, or Digital Banking preferred.

Read More & Apply

Relationship Manager – Nairobi Region at Sidian

Relationship Manager – Nairobi Region

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self : Show drive and motivation, an ability to self-reflect and a commitment to learning;
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect;
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT);
• Work Collaboratively Collaborate with others and value their contribution;
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes;
• Think and solve problems, analyze and consider the broader context to develop practical;

• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings;
• Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization;
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

Read More & Apply

Senior Relationship Officer – Bancassurance at Sidian Bank

JOB PURPOSE 

The Senior Relationship Officer – Bancassurance will report to the Branch Manager, and will be responsible for the  acquisition and growth of sustainable Bancassurance and Bank business on Retail life, Pensions and non-life in  collaboration with the cluster bank branches team by profiling the bank’s customers, establishing their insurance  needs, engaging them with the relevant products, the placement of covers, in line with the overall strategy of the  intermediary and the Bank. 

KEY RESPONSIBILTIES  

• Business Growth & Development 
• Marketing & Brand Management
• Relationship Management & Customer experience 
• Personal Leadership & Development 
• Risk & Compliance 

Business Growth & Development: 

• Full responsibility for all product lines and all sales and business development for new business portfolio. • Achieve business growth of the overall Business portfolio (Both Risk & Investment), ensuring portfolio growth targets  are consistently achieved. 
• To ensure the cluster and each branch achieve the set business income for all the retail life products.
• Continuously train the branch staff on the subject insurance products, onboarding documentation and claims  processes so as to create awareness and increase consumption of these products by the staff and their customers. • Ensure that all customers have accurately completed the required forms and that there is proper documentation. • Attend weekly and monthly, quarterly departmental meetings as scheduled.
• Responsible for timely and smooth movements of documents between the clients and the insurer.
• Prepare accurate and timely weekly and monthly production reports and any other reports as required by  management. 
• Work closely with the cluster branches to get referrals, build a pipeline, and cross-sell to the existing customers. • Attend all relevant bank branch meetings to integrate well with the staff. 
• Ensure the agreed retail and group revenue budgets (targets) are met through the cluster branches. • Gather market intelligence on competitor information as well as market trends to identify new business  opportunities, contribute towards customization of existing products and even the development of new ones. 

Marketing & Brand Management 

• To create good relationship with cluster Branch Managers to ensure value-added support for bancassurance  business in the cluster branches. 
• Understand and provide clear direction to the cluster branches based on market analysis of local area, consumer  trends and competitor offerings.  
• Establish relationships with key clients or business influencers in the local area, including client entertainment within  budget limits set by the business.  
• Enhance product awareness by communicating, delivering, and offering solutions that have value for customers,  shareholders and partners. 
• Participating in all regional initiatives together with other business units and sectors to push for bancassurance business and other bank business 

Relationship Management & Customer Experience 

• To mentor Bancassurance Branch champion who will spearhead Insurance Products in each branch. • Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost. • Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS). 
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch  and Bancassurance leadership on improvements. 
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and  loyalty. 
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries  and complaints. 
• Achieve the required minimum client visits and customer engagement forums weekly and monthly. • Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis.

Personal Leadership & Development: 

• Responsible for identifying personal career path in the bank.  
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress  meetings. 
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization. 
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follow  laid down grievance and disciplinary procedure to ensure a conducive work environment. 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat  findings. 
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and  Internal training activities. 

Risk & Compliance 

• Comply with the Bank’s AML & CFT policy as defined in CBK Prudential guidelines 
• Comply with risk control processes that are designed to eliminate or minimize AML-CFT risk exposure and potential  losses 
• Embrace system-based compliance practices in high-risk activities 
• Ensure that the bank does not transact business with persons whose names match those on the sanctions lists in the  Finance day to day business. 
•  Immediately report any suspicious transactions or activities to the compliance function.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Premium collection in line with the business policies.

ACADEMIC BACKGROUND

• Bachelor’s degree in Insurance or Business

WORK EXPERIENCE

• 2-3 Years’ experience in insurance sales management in insurance/or Bancassurance, including a minimum of 1- year sales experience.

SKILLS & COMPETENCIES

• Strong knowledge of compliance and regulatory requirements in bancassurance, insurance and banking sectors.
• Self-driven, highly motivated and disciplined 
• Advanced knowledge in MS office i.e. MS Excel and MS Word and Powerpoint; 
• Excellent interpersonal and business communication skills 
• Highly presentable with excellent presentation skills 
• Excellent Business Acumen and good report writing skills
• Good decision-making and problem – solving abilities

PROFESSIONAL CERTIFICATION

• Diploma in insurance or a Certificate of Proficiency (COP) in Insurance, B Com Insurance Option or BSC Actuarial Science

Read More & Apply

Procurement Officer at Sidian Bank

JOB PURPOSE

The job holder will be responsible for handling procurement functions by offering administrative and technical support to the existing procurement team. The position will mainly involve the management of suppliers, internal users and routine procurement activities. 

KEY RESPONSIBILTIES 

• Requisitioning and Internal Customer Management
• Procurement Process
• Policy Implementation and Enforcing Compliance
• Record Management
• Supplier Management
• Personal Leadership & Development

MAIN ACTIVITIES

Requisitioning and Internal Customer Management

• Receiving and responding to all enquiries from internal customers on all purchase requisitions and other services offered by the procurement function 
• Collecting, analyzing and reporting on customer feedback on procurement services and suggestions there to.

Procurement Process

• Sourcing for quotations from pre-qualified vendors
• Negotiating with Suppliers to enable the Bank get best value of goods
• Preparing Local Purchase Orders and dispatching the same to both the suppliers and user departments
• Ensure efficiency in the end-to-end procurement processs
• Any other duty as may be assigned by the Procurement Manager

Policy Implementation and Enforcing Compliance

• Implementing internal controls and procedures designed to ensure strict compliance with the procurement guidelines and policies

Record Management 

• Maintaining the filing system and keeping safe custody of all the procurement related records.

Supplier Management

• Sourcing, negotiating with suppliers and coordinating the routine day to day procurement activities.
• Tracking and expediting orders to ensure timely delivery and conformance to defined specifications.
• Monitoring, evaluating and reporting on the performance of suppliers and service providers

Personal Leadership & Development:

• Manage self: Show drive and motivation, an ability to self-reflect and a commitment to learning.
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect.
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT).
• Work Collaboratively Collaborate with others and value their contribution.
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes;
• Think and solve problems, analyze and consider the broader context to develop practical.
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.

DECISION MAKING AUTHORITY

• Has a delegated authority by Manager procurement

ACADEMIC BACKGROUND

• Bachelor’s degree in Procurement, Supply Chain Management, Business Administration, or a related field
• Certification in CIPS or Diploma in Procurement will be an added advantage

WORK EXPERIENCE

• At least two years relevant experience in procurement or supply chain management

SKILLS & COMPETENCIES

• Good negotiation and supplier management skills
• Knowledge of procurement regulations and procedures
• A team player
• Good interpersonal skill
• Good oral and written communication skills
• Attention to detail
• Be able to assimilate and articulate Bank policies
• Have a thorough understanding of bank’s operation s / ADC procedures
• Be able to establish own work schedule and work under minimum supervision
• Knowledge of Bank’s organizational structures and operational procedures
• Good analytical skills

PROFESSIONAL CERTIFICATION

• Certified member of procurement & supply professional

Read More & Apply

Branch Manager – Chuka at Sidian Bank

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures. 

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management
• Risk & Compliance

MAIN RESPONSIBILTIES 

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Ensure that merchandising materials are displayed in accordance with guidelines. 
• Brief staff on promotional and product launches; provide regular feedback on sales performance. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & Management:

• With the support of the HR Business Partner, the Branch Manager has the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff. 
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
• Responsible  for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and  will be held accountable for lapses in the branch 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Manage performance /disciplinary issues/grievances for staff. 
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance

• To ensure implementation and compliance with operational policies and procedures at the branch and maintain a culture within the branch that emphasizes and demonstrates the importance of internal control to all staff.
• Ensure compliance with agreed limits of authority and levels of access to systems and information.
• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. Any such inconsistent activities or transactions must be investigated and reported to the compliance function immediately with a clear basis of suspicion. 
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts escalated by the branch staff. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all staff within the branch are trained and have an Up to Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Identify major risks affecting the branch and ensure necessary steps are taken to measure, monitor, and control structure with control activities defined at each level and duties properly segregated.
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks
• Identify any high – risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high- risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Ensure that all staff within the branch are trained and have an Up To Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Examine and ensure that relevant bank documents, records, procedures and systems are followed and comply with the established policies, procedures, and authority limits, including AML/CFT/CPF.
• Track previously identified deficiencies and ensure management corrects them within established timelines
• Assess the adequacy of recordkeeping and record-retention processes
• Assure compliance by the bank to statutory and regulatory obligations in respect of money laundering/terrorism financing/proliferation financing policies, procedures and controls.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master degree will be an added advantage.

WORK EXPERIENCE

• Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years  should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Senior Relationship Officer – Nkubu at Sidian Bank

Senior Relationship Officer –

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Relationship Manager – Nairobi Region at Sidian Bank

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

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Product Officer – Digital Lending at Sidian Bank

Product Officer – Digital Lending

JOB PURPOSE

The Product officer – Digital Lending is responsible for supporting the design, rollout, and performance management of the Bank’s digital lending products. The role involves coordinating product lifecycle activities, monitoring performance metrics, analyzing customer and portfolio data, and ensuring seamless integration with key partners and channels.

The position also ensures compliance with internal processes, supports enhancement initiatives, and contributes to innovation within the digital lending ecosystem to improve customer access, efficiency, and profitability. 

KEY RESPONSIBILTIES 

• Product Development
• Product Growth
• Risk Compliance and reporting
• System testing and Revenue Assurance
• Customer Experience

Product Development

• Develop a compelling value propositions within the Digital Lending space by understanding the target customer’s needs, pains, and desired gains to guide product development.
• Document and Maintain product programs that include processes, procedures, customer journeys, customer experience standards, all geared towards driving a suite of scalable and profitable products.
• track product performance metrics and customer feedback to refine and improve product offerings.
• Oversee the entire product lifecycle, from concept through launch and beyond, ensuring continuous improvement and alignment with market needs.
• Conduct market trend analysis and competitive research to drive innovation in the digital lending space, enhancing customer experience on digital platforms.
• Asses the market dynamics and the competitive landscape to identify risks and opportunities for the digital lending portfolio.

Product Growth

• Create a comprehensive product marketing and Go-To-Market strategies for new launches and year-round campaigns to drive product adoption and growth.
• Execute marketing campaigns and promotional plans to drive product adoption and growth of digital lending products.
• Analyze and utilize targeted campaign data for various digital lending products, optimizing campaign effectiveness.
• Analyze market trends and competitor activities to inform product positioning and adjust growth strategies accordingly.
• Monitor key performance indicators (KPIs) related to product growth and campaign effectiveness, making data-driven decisions to drive continuous improvement.
• Identify and assess gaps in product knowledge, and provide targeted training and resources to bridge these gaps effectively
• Organize training sessions for new digital lending products and systems, ensuring effective knowledge transfer to bank staff to ensure product uptake.
• Collaborate with sales teams to develop cross-functional strategies that drive product adoption and increase revenue.

Risk Compliance and reporting

• Monitor and report on risks associated with digital lending products, ensuring compliance with regulatory requirements and industry standards.
• Maintain Product documents such as risk registers and business continuity plans, Procedure manuals updating them regularly and submitting reports as required.
• Prepare executive-level reports and presentations on digital lending performance, highlighting key metrics, trends, and strategic initiatives.
• Prepare ad hoc reports to assist the team and management in making informed business decisions, contributing to proactive and data-driven decision-making.
• Ensure products comply with relevant regulations and industry standards, addressing any compliance issues that arise.

System testing and Revenue Assurance

• System User Acceptance Testing of Digital Lending System products before going live.
• Regression testing of DLS system after deployments to identify bugs.
• Periodic System testing to ensure policy and system rules are working as expected.
• Perform periodic system sanity checks on loan transactions.
• Revenue assurance to validate that all products fees and commissions are collected as per approved terms.
• Implement key performance indicators (KPIs) to track revenue generation and monitor performance against targets.

Customer Experience

• Analyze customer feedback, complaint logs, and repayment trends to identify recurring issues affecting satisfaction or usability, and recommend product or process enhancements to address them.
• Collaborate with Technology, Operations, and Customer Service teams to implement UX improvements, streamline the loan application and repayment process, and reduce turnaround times.
• Leverage transaction and behavioral data to personalize loan offers, improve credit limit allocation, and ensure fair and transparent pricing aligned with customer behavior.
• Monitor customer journey metrics (e.g., drop-off points, approval delays, repayment friction) and drive initiatives that enhance accessibility, clarity, and user confidence.
• Collect and interpret customer feedback from surveys, support tickets, and contact center interactions, then translate insights into actionable recommendations for product refinement and service quality improvement.
• Track and measure the impact of implemented improvements using KPIs such as Net Promoter Score (NPS), customer retention, and repeat borrowing rate.

DECISION MAKING AUTHORITY

• Decide which market segments or customer groups to target based on their needs and the product’s strengths. 
• Plan the product launch strategy, including timing, key messages, and initial marketing efforts to ensure a successful market introduction.
• Determine which promotional activities or events will best support product awareness and customer engagement.

ACADEMIC BACKGROUND

• University Degree in Bachelor of commerce (Finance or Accounting) or other relevant Business Degree
• Master’s degree will be an added advantage

WORK EXPERIENCE

• 2-3  years in product management, digital lending, or fintech operations.
• Experience in banking regional delivery, with extensive knowledge in digital Banking.

SKILLS & COMPETENCIES

• Strong understanding of digital lending products, customer segments, and partner ecosystems.
• Customer Centric with the ability to offer customers to a different channel based on their channel of choice.
• Excellent understanding of competitor market trends on Channel lending
• Solid knowledge of banking processes, credit workflows, and financial products.
• Analytical mindset with ability to interpret data and translate it into product decisions.
• Strong organizational and coordination skills with attention to detail.
• Excellent communication, interpersonal, and stakeholder management skills.
• Understanding of CBK guidelines, data protection, and compliance frameworks in digital lending.

PROFESSIONAL CERTIFICATION

Desirable to have:

• Bachelor’s degree in Business, Economics, Finance, Computer Science, or a related discipline from a recognized university.
• Project Management

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Assistant Manager – Internal Controls & Compliance at Sidian Bank

JOB PURPOSE

To support the Internal Controls & Compliance function by ensuring the Bank’s operations comply with internal policies, regulatory requirements, risk frameworks and industry standards. The role drives risk-based control assurance activities, performs control testing, and coordinates remediation with business units.

KEY RESPONSIBILITIES AND ACTIVITIES

Internal Control Framework

• Support the design, maintenance, and periodic review of the Bank’s Internal Control Framework in line with CBK Prudential Guidelines, COSO principles, and the Bank’s Risk Appetite.
• Ensure control standards are embedded within key business processes, products, and outsourced arrangements.

Control Testing & Assurance

• Execute risk-based control testing across business units (branch operations, credit, treasury, digital, finance, operations).
• Validate adequacy, design effectiveness, and operating effectiveness of key controls.
• Document control testing outcomes and evidence in a manner suitable for audit and regulatory review.
• Test the veracity, check accuracy and integrity of financial, operational, and customer service records (response time, resolution quality).

Issue & Remediation Management

• Track internal control weaknesses, compliance breaches, and operational incidents.
• Coordinate remediation action plans with business owners and monitor timely closure.
• Escalate overdue, high-risk, or recurring control failures to Senior Management and ERM/Compliance teams.

Policy & Procedure Oversight

• Support periodic review of operational and compliance-related policies to ensure alignment with regulatory and internal control expectations.
• Verify that approved policies are operationalised through procedures and process manuals.
• Support automation initiatives with control mechanisms.

Stakeholder Coordination

• Liaise with Internal Audit, Compliance, Risk Management, Operations, and Business Units on control findings and improvement actions.
• Support regulatory inspections and internal/external audits relating to controls and compliance matters.

Training & Compliance Awareness

• Conduct awareness sessions on internal controls and compliance standards.
• Provide recommendations for training programs based on audit findings.

Reporting

• Prepare internal control and compliance reports for Management and Board Risk Committee.
• Provide trend analysis on control effectiveness, repeat findings, and emerging control risks.

PERFORMANCE OBJECTIVES

• Embed a consistent control testing calendar covering all material functions.
• Ensure 100% timely escalation of critical compliance exceptions.
• Reduce repeat audit or inspection findings year-on-year.

KNOWLEDGE, SKILLS & EXPERIENCE

Academic

• Bachelor’s degree in Finance, Accounting, Business Administration, Economics, Risk Management, or a related discipline.
• Master’s Degree in Business, Finance, or Risk Management would be an asset.

Professional

• A Professional risk management certification or other recognised risk/control certification (advantage).
• Certified Internal Auditor (CIA) or progress towards CIA.
• CPA(K), ACCA qualifications are an added advantage

Desired Work Experience

• 4–6 years’ experience in internal controls, compliance, risk management, internal audit, or operations within a bank or regulated financial institution.
• At least 3 years in a second-line or assurance role (risk, compliance, or internal audit).
• Demonstrated experience in:
• Control testing and assurance reviews
• Audit issue tracking and remediation
• Designing and implementing internal controls, compliance frameworks, and risk management policies.
• Fraud detection, investigation, and compliance reviews is highly desirable
• Collaborating with senior management to drive corrective actions.

Key Competencies

• Strong analytical, investigative, and problem-solving skills.
• High ethical standards, confidentiality, and integrity.
• Excellent report writing and presentation skills.
• Proficient in MS Office tools, particularly Excel and PowerPoint.
• Strong interpersonal and communication abilities to influence at all levels.
• Ability to work independently and manage multiple job cases simultaneously.

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Assistant Manager – Digital Risk Management at Sidian Bank

JOB PURPOSE

To support the Bank’s digital risk function by identifying, assessing, mitigating, and monitoring risks in digital banking channels (e.g., internet, mobile, API integrations). This includes controls, threats evaluation and ensuring risk awareness in digital product lifecycles.

KEY RESPONSIBILITIES AND ACTIVITIES

Digital Risk Identification & Assessment

• Identify, assess, and document risks associated with digital banking platforms, mobile banking, APIs, fintech integrations, and automation initiatives.
• Conduct risk assessments for new digital products, system changes, and third-party digital partnerships prior to go-live.

Risk Controls & Mitigation

• Evaluate adequacy of controls addressing digital, cyber, fraud, data, and operational risks within digital channels.
• Work with Legal, IT, Cybersecurity, IT Risk, DPO, Operations, Project, Digital Financial Services, and Product teams to strengthen digital risks’ preventive and detective controls during pre and post implementation
• Support up-to-date Risk Control Self-Assessment (RCSA) with Functional teams to strengthen digital risks’ preventive and detective controls during pre and post implementation and identification and validation of the sample control tests.

Digital KRIs & Monitoring

• Develop and monitor Key Risk Indicators (KRIs) for digital risks (e.g., system availability, transaction failures, fraud attempts, authentication issues).
• Identify emerging digital risk trends and escalate breaches of thresholds.

Incident & Issue Management

• Support investigation of digital risk incidents, near misses, and system disruptions.
• Track remediation actions arising from digital risk events, audits, and inspections.

Governance & Reporting

• Prepare digital risk dashboards and reports for Management Risk Committee and Board Risk Committee.
• Provide input into ICAAP, Operational Risk Assessments, and enterprise-wide risk reporting relating to digital risks.

Risk Culture & Advisory

• Embed “risk-by-design” principles in digital product development.
• Provide ongoing risk advisory support to Digital Banking, IT, and Innovation teams.

PERFORMANCE OBJECTIVES

• Institutionalize digital risk assessment at product design stage.
• Reduce notable digital risk incidents year-on-year.
• Maintain robust digital controls commensurate with Bank’s risk appetite.

KNOWLEDGE, SKILLS & EXPERIENCE

Academic

• Bachelor’s degree in Information Systems, Computer Science, IT, Risk Management, Engineering, or Finance.
• Postgraduate qualification in Information Security, Risk Management, or Technology Management is an added advantage.

Professional

• One or more of the following (or working towards):
• CISA (Certified Information Systems Auditor)
• CRISC (Certified in Risk and Information Systems Control)
• ISO 27001 Lead Implementer / Lead Auditor
• ITIL (risk or service management modules)
• Cybersecurity or digital risk training is desirable. 

Desired Work Experience

• 4–6 years’ experience in technology risk, digital risk, IT audit, cybersecurity, or operational risk within a bank or regulated institution.
• Demonstrated exposure in:
• Digital banking platforms (mobile, internet, APIs)
• Technology risk assessments and KRIs
• Cyber and fraud risk collaboration with IT and Security teams
• Experience supporting digital product launches or system implementations is a strong advantage. 

Key Competencies:

• Strong understanding of digital banking risk landscapes.
• Ability to evaluate technology controls and system risks.
• Data-driven risk analysis and reporting skills.
• Cross-functional collaboration skills.

Behavioural Competencies

• Curiosity and continuous learning mindset.
• Ability to challenge technology teams constructively.
• Strong risk judgment in fast-changing environments.
• Clear communication with both technical and non-technical stakeholders.

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Assistant Manager – Regulatory & Statutory Compliance at Sidian Bank

JOB PURPOSE

To support regulatory compliance management by monitoring changes in law and regulatory requirements, embedding statutory compliance frameworks, and ensuring the Bank’s adherence to all relevant prudential guidance, reporting obligations, and license conditions.

KEY RESPONSIBILITIES AND ACTIVITIES

Regulatory Compliance Framework

• Maintain the Bank’s Regulatory & Statutory Compliance Framework in line with CBK requirements and other applicable laws.
• Maintain an up-to-date regulatory universe and compliance register covering all applicable laws, regulations, and guidelines.

Regulatory Monitoring & Advisory

• Monitor changes in laws, regulations, CBK circulars, and prudential guidelines.
• Interpret regulatory requirements and provide clear compliance guidance to business units and management.
• Assess regulatory impact on products, processes, and strategy.

Regulatory Reporting & Submissions

• Coordinate preparation, validation, and submission of all statutory and regulatory returns (CBK, KDIC, IRA, CMA, KRA, ODPC, etc. where applicable).
• Ensure completeness, accuracy, and timeliness of regulatory reports.
• Maintain regulatory submission calendars and evidence repositories.

Policy & Governance Alignment

• Ensure internal policies and procedures are updated to reflect regulatory changes.
• Support governance committees with regulatory compliance updates and compliance attestations.

Regulatory Inspections & Engagements

• Track inspection findings, agree corrective action plans, and monitor closure relating to regulatory compliance.
• Act as a key liaison between regulators and internal stakeholders.

Training & Awareness

• Deliver regulatory compliance awareness sessions to staff.
• Ensure business units understand regulatory obligations applicable to their functions.

PERFORMANCE OBJECTIVES

• Maintain zero material non-compliance with regulatory reporting timelines.
• Demonstrate responsiveness to regulatory changes via updated policies and communication.
• Increase regulatory awareness across business lines.

KNOWLEDGE, SKILLS & EXPERIENCE

Academic

• Bachelor’s degree in Law, Finance, Economics, Accounting, Business Administration, or a related field.
• Postgraduate qualification in Law, Compliance, or Risk Management is an added advantage.

Professional

• At least one of the following:
• ACAMS or equivalent AML/Compliance certification
• ICIFA / ICS (Chartered Institute for Securities & Investment – Compliance pathways)
• CPA (K) or ACCA (for statutory reporting exposure)
• Regulatory compliance or governance training is desirable.

Desired Work Experience

• 4–6 years’ experience in regulatory compliance, legal & compliance, or risk management within a bank or regulated financial institution.
• Hands-on experience with:
• CBK Prudential Guidelines and circulars
• Regulatory reporting and statutory returns
• Regulatory inspections and supervisory engagements

Key Competencies:

• Strong working knowledge of Kenyan banking laws and CBK & other relevant regulations.
• Ability to interpret regulatory text and translate it into practical guidance.
• Strong organisation and deadline management skills.
• Excellent communication and regulatory liaison skills.

Behavioural Competencies

• Professional judgment and regulatory sensitivity.
• Confidence in dealing with regulators and senior management.
• Ethical mindset and independence.
• Calm under regulatory pressure.

Read More & Apply

Data Protection & Privacy Officer at Sidian Bank

Data Protection & Privacy Officer

JOB PURPOSE

To operationalize and maintain the Bank’s data privacy and protection framework, ensuring compliance with the Kenya Data Protection Act (and other applicable data protection requirements). This includes overseeing personal data inventory, privacy impact assessments and data subject rights responses.

KEY RESPONSIBILITIES AND ACTIVITIES

Data Protection Compliance

• Support implementation and day-to-day operation of the Bank’s Data Protection & Privacy Framework in line with the Kenya Data Protection Act and ODPC guidance.
• Assist the Data Protection Officer (DPO) in maintaining regulatory compliance.
• Support the administration and updating of data protection policies, standards procedures, and guidelines.

Data Inventory & Mapping

• Maintain the Bank’s Register of Processing Activities (RoPA).
• Coordinate periodic data mapping exercises across systems, vendors, and business units to ensure completeness and accuracy. 
• Maintain and monitor data retention schedules for compliant disposal of records in accordance with regulatory and the Bank

Privacy Impact Assessments

• Conduct and document Data Protection Impact Assessments (DPIAs) for new products, systems, outsourcing arrangements, and process changes.
• Track implementation of privacy risk mitigation actions.

Data Subject Rights Management

• Coordinate responses to data subject requests (access, correction, deletion, objection).
• Ensure statutory timelines and documentation requirements are met.
• Assist in preparing reports, presentations, and compliance dashboards

Monitoring & Assurance

• Monitor compliance with privacy policies, consent requirements, data retention schedules, and cross-border data transfer controls.
• Support internal audits, regulatory reviews, and compliance assessments relating to data protection.
• Support the performance of third-party risk assessments and coordinate the tracking/closure of identified data privacy risks.
• Assess and identify data privacy risks for both existing and new projects, ensuring that privacy is embedded from the start (Privacy by Design) and that default settings protect personal data (Privacy by Default).

Training & Awareness

• Deliver data protection and privacy awareness training to staff.
• Provide practical guidance to business units on handling personal data securely.
• Conduct research on emerging privacy trends, regulatory updates, and best practices including 

Incident Management

• Support investigation and documentation of data breaches and privacy incidents.
• Assist with regulatory notifications and internal reporting where required.

PERFORMANCE OBJECTIVES

• Maintain up-to-date processing inventories and DPIA records.
• Ensure timely responses to data subject requests.
• Sustain compliance with data protection audit outcomes.

KNOWLEDGE, SKILLS & EXPERIENCE

Academic

Bachelor’s degree in Law, Information Systems, Computer Science, Business, Risk Management, or a related discipline. 

Professional

• Certification or formal training in:
• Data Protection & Privacy (e.g., DPO Certification, GDPR/Data Protection short courses)
• Membership or affiliation with data protection or information security bodies is an added advantage.

Desired Work Experience

• 2–4 years’ experience in data protection, compliance, IT risk, legal compliance, or information security, preferably within a regulated financial institution.
• Demonstrated exposure in:
• Kenya Data Protection Act requirements
• Data mapping and processing inventories
• Privacy impact assessments or compliance reviews

Core Competencies

• Strong understanding of data privacy principles and regulatory requirements.
• Ability to document and maintain registers, DPIAs, and evidence packs.
• Good analytical and organisational skills.
• Strong attention to detail.

Behavioural Competencies

• High ethical standards and confidentiality.
• Strong sense of accountability.
• Ability to work independently with minimal supervision.
• Effective communication with business users.

Read More & Apply

Regional Manager – Coast Region at Sidian Bank

JOB PURPOSE

The job holder will responsible for identifying new business opportunities and growing business through the branch network in all areas of Branch Banking. He/she will also help in identifying suitable partnerships that provide business opportunities in branches and also provide administrative support for the departmental HQ activities.

KEY RESPONSIBILITIES

• Business Development
• Monitoring and Reporting
• Market Intelligence
• Risk & Compliance

Business Development

• Enhance profitability of existing and new client relationships by promoting new products and product enhancement;
• Actively market and develop the Branch Banking and Partnership products to existing and prospective clients within the branch location;
• Continuously conduct market research and competitor analysis to identify new business opportunities. 
• Manage relationships of key accounts while tapping on their share wallet through cross selling at least 5 products.
• Maintain a comprehensive understanding of the branch customers business plans, financial projections and support requirements.

Monitoring and Reporting

• Monitor the performance of Branch Banking and partnerships to ensure that they operate according the agreed lending terms.
• Provide management with periodic updates on performance of Branch Banking and partnerships to guide management in decision making. 
• Provide regular call reports for all facilities to enhance our Monitoring & Evaluation.

Market Intelligence

• Identify capacity building needs and recommend possible assistance for microfinance partners; 

• Provide technical advice and training to Branches and partnerships where areas of improvement are identified.

Risk & Compliance

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the  profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account  opening form is duly completed and all  required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Responsible for immediately alerting the MLRO  on  suspicious transactions or activities noted in  customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts . Forward the details of  such high-risk customer(s) and any PEP/PEP Related persons  noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking  at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant  supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• The Regional Manager in their course of work, make regular client visits to review business requirements, assessing assets and securities held or offered and obtaining related financial documents to be able to put forward any borrowing requests from clients and making recommendations for consideration by approving authorities; 
• The Regional Manager is charged with conducting reviews and renewals of existing portfolio managed relationships for Banking Facilities and any banking service requirements and making recommendations for consideration by approving authorities;
• Processing ad-hoc/additional/new requests/excesses under managed portfolio and making recommendations for consideration by approving authorities

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master’s degree will be an added advantage.

WORK EXPERIENCE

• Should have worked as a Branch Manager of a large branch for a minimum of 5 years, experience as a Sales Manager/ Team Leader would be an added advantage.
• Experience as Regional Manager for at least 2 years.
• Must be currently working in the Financial industry.
• Sound knowledge of Business Banking/SME products, services and processes together with exposure in retail banking branch operations.

SKILLS & COMPETENCIES

• Excellent communication and interpersonal skills;

• Excellent Business Presentation skills;
• Good financial analysis skills;
• Excellent problem solving and decision-making skills;
• Knowledgeable in credit, legal (conveyancing) and lending knowledge;
• Knowledge of banking processes and Banking Law;
• Demonstrate an understanding of the Banking Act, CBK prudential guidelines and credit policies;
• Strong negotiation and networking skills;
• Good performance track record in business development;
• Strong innovative and creative thinking skills.

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Regional Manager – Rift Valley Region at Sidian Bank

Regional Manager – Rift Valley Region

JOB PURPOSE

The job holder will responsible for identifying new business opportunities and growing business through the branch network in all areas of Branch Banking. He/she will also help in identifying suitable partnerships that provide business opportunities in branches and also provide administrative support for the departmental HQ activities.

KEY RESPONSIBILITIES

• Business Development
• Monitoring and Reporting
• Market Intelligence
• Risk & Compliance

Business Development

• Enhance profitability of existing and new client relationships by promoting new products and product enhancement;
• Actively market and develop the Branch Banking and Partnership products to existing and prospective clients within the branch location;
• Continuously conduct market research and competitor analysis to identify new business opportunities. 
• Manage relationships of key accounts while tapping on their share wallet through cross selling at least 5 products.
• Maintain a comprehensive understanding of the branch customers business plans, financial projections and support requirements.

Monitoring and Reporting

• Monitor the performance of Branch Banking and partnerships to ensure that they operate according the agreed lending terms.
• Provide management with periodic updates on performance of Branch Banking and partnerships to guide management in decision making. 
• Provide regular call reports for all facilities to enhance our Monitoring & Evaluation.

Market Intelligence

• Identify capacity building needs and recommend possible assistance for microfinance partners; 

• Provide technical advice and training to Branches and partnerships where areas of improvement are identified.

Risk & Compliance

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the  profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account  opening form is duly completed and all  required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Responsible for immediately alerting the MLRO  on  suspicious transactions or activities noted in  customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts . Forward the details of  such high-risk customer(s) and any PEP/PEP Related persons  noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking  at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant  supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• The Regional Manager in their course of work, make regular client visits to review business requirements, assessing assets and securities held or offered and obtaining related financial documents to be able to put forward any borrowing requests from clients and making recommendations for consideration by approving authorities; 
• The Regional Manager is charged with conducting reviews and renewals of existing portfolio managed relationships for Banking Facilities and any banking service requirements and making recommendations for consideration by approving authorities;
• Processing ad-hoc/additional/new requests/excesses under managed portfolio and making recommendations for consideration by approving authorities

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master’s degree will be an added advantage.

WORK EXPERIENCE

• Should have worked as a Branch Manager of a large branch for a minimum of 5 years, experience as a Sales Manager/ Team Leader would be an added advantage.
• Experience as Regional Manager for at least 2 years.
• Must be currently working in the Financial industry.
• Sound knowledge of Business Banking/SME products, services and processes together with exposure in retail banking branch operations.

SKILLS & COMPETENCIES

• Excellent communication and interpersonal skills;

• Excellent Business Presentation skills;
• Good financial analysis skills;
• Excellent problem solving and decision-making skills;
• Knowledgeable in credit, legal (conveyancing) and lending knowledge;
• Knowledge of banking processes and Banking Law;
• Demonstrate an understanding of the Banking Act, CBK prudential guidelines and credit policies;
• Strong negotiation and networking skills;
• Good performance track record in business development;
• Strong innovative and creative thinking skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

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Relationship Manager – Public Sector at Sidian Bank Limited

JOB PURPOSE

The Job holder will be responsible to solicit, build and maintain relationships with Public Sector Banking clients through provision of highly analytical, making regular customer visits to contacts at The National Treasury, parastatals, government ministries and donor/developmental agencies with a view to obtaining up to-date information on priority projects and funding sources. This involves growing business in terms of liabilities and assets as well as non-funded businesses in areas such as trade finance, bancassurance, forex, transactional income and channels usage from the bank’s target markets to increase share of wallet for the bank.  

The job holder will also be responsible for continuous enhancement of the breadth and depth of product lines for the business function to achieve and sustain competitive positioning in the target markets. Effective account relationship management resulting in optimization of customer satisfaction, retention and wallet share through selling multiple solutions from appropriate range of the bank’s product is critical. 

KEY RESPONSIBILTIES 

• Strategic input and planning
• Sales, Business Development & Relationship Management
• Strategic Marketing 
• Strategic customer experience
• Risk & Compliance

Strategic input and planning: 

• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs. 
• Provide input and recommendations to the Public Sector short- and long-term strategy in a bid to grow the wallet share and maximize revenue for the department. 

Sales, Business Development & Relationship Management: 

• Making regular customer visits to contacts at Treasury, parastatals, government ministries and donor/developmental agencies with a view to obtaining opto-date information on priority projects and funding sources.
• Identify opportunities for growth and new business acquisition through market research, analysis and networking.
• Develop a target market database of clients in the Bank’s desired industries/sectors, have well defined call objectives and drive a robust calling program that will generate sales and business for the Bank.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Act as liaison between clients and internal operations team to timely and effectively understand and provide all types of banking products including but not limited to deposits, loans, trade finances and remittance for the clients.
• Develop a focused relationship management system, which increases the Bank’s ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise. 
• Develop a focused relationship management system, which increases the Bank’s ability to increase the flow of business and generate lending, trade finance, deposit and cash management business from existing and new customers in line with the target market segments for the bank.
• Ensure day-to-day client relationship management and engagement with customers to foster a good and lasting business partnership of the customer and the Bank.

Strategic Marketing:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Strategic product development by continuously developing and refining the banks products.
• Gather insights and provide recommendations that position the bank as a leading SME go to bank which focuses on entrepreneur.

Strategic customer experience: 

• Promote excellent customer experience by driving and advocating customer requirements through the various functions in the bank to deliver high service standards that delight the bank’s customers.
• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.

Risk & Compliance:

• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Ensure customer value proposition is implemented in compliance with external and internal regulations & policies i.e. operational, credit, reputational and people risk.
• Facilitate and collect all clients’ required documents for application of banking facilities to verify their eligibility.
• Gather valid applicants’ financial records by obtaining and compiling copies of clients’ credit histories, corporate financial statement and other financial information.
• Solicit, build and maintain new and existing clients in accordance with the guidelines stated in the Public Sector Banking policies and procedures to ensure sustainable and secure deposit and loan portfolios.
• Present and provide highly professional consultations to target corporate clients to address their demands and match with the Bank’s products and services.
• Discuss credit-related issues and loan packaging to provide sound financial advice and tailored solutions for the clients as well as to take the opportunity to cross-sell other banking products.
• Conduct financial analysis and interpret applicants’ financial status, credit, property evaluations, repayment capacity to determine feasibility of granting loans and other credit facilities.
• Conduct a site visit at clients’ business premise and proffered collateral during loan assessment process to obtain in-depth information concerning to the soundness of their business and purpose of loan application and ensure sufficient and acceptable security for the loan.
• Process and prepare Credit Appraisal Report for commercial applications including detailed loan appraisal write-up and detailed financial analysis of the corporate clients in order to submit for loan approval.
• Prepare and execute loan contracts and arrange loan disbursement timely and accurately to fulfill clients’ needs and satisfactions.
• Make regular site visits to existing clients to determine the actual conditions of the business and loan collateral whether it should remain the same or be downgraded as well as to develop relationship with clients as part of retention strategies.
• Closely monitor on recommended/processed loan for timely repayment and to ensure Portfolio At Risk remains within acceptable level.
• Follow up delinquent clients immediately and refer such case to higher authority to actively handle the loan portfolio.

DECISION MAKING AUTHORITY

• The role is highly guided by Policies and Procedures;
• Pricing structures and negotiation parameters;
• Range of products to support the client.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master’s degree will be an added advantage.

WORK EXPERIENCE

• At least five (10) years’ experience in Financial/banking sector, five (5) of which should be in Relationship Management in Public Sector.
• Sound knowledge of Business Banking/SME products, services and processes together with exposure in retail banking branch operations.

SKILLS & COMPETENCIES

• Proven track record of growing a profitable and sustainable portfolio that delivers to the banks bottom-line;
• Profound understanding of Public Sector, key competitors and offerings as well as our competitive edges to win quality customers;
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers;
• Highly effective communicator with excellent interpersonal and motivational skills;
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills;
• Excellent customer service, client relationship management, communication, negotiation, problem solving and interpersonal skills;
• Credit evaluation and analysis skills with extensive business insights related to commercial loans in Cambodia context;
• Financial literacy and ability to interpret and analyze financial statements (audited and/or management reports) of the business in order to access repayment capacity and financial soundness of the clients;
• Sense of judgement and common sense with both qualitative and quantitative tools to provide sound and comprehensive analysis/evaluation on complex credit applications;
• In-depth knowledge of the bank branch operations, rules and regulations, laws, granting loans, and credit risk management.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Manager – Credit Approvals, Corporate at Sidian Bank Limited

Manager – Credit Approvals, Corporate

JOB PURPOSE

To manage the Credit Approvals and portfolio management and accounts relationship administrative support to Branch Managers/ Relationship managers in compliance with the banks credit policy. Managing the portfolio of accounts with the intention of monitoring acceptable credit risk (including any recoveries) and maximizing the bank’s return from each client.

KEY RESPONSIBILTIES 

• Do quality checks on deals to the MCC &Board & conduct a Risk based analysis by Reviewing of credit proposals received from business units to meet the bank standards for MCC and Board decision making.
• Analysis and approvals of credit facilities within the delegated credit limit and to ensure that they comply with and remain in line with the bank’s credit policy and the prudential guidelines as provided by the central bank of Kenya.
• Safeguarding the institution against loss by ensuring accuracy, completeness and credit worthiness of Corporate, SME, Micro, Consumer and Group proposals and recommend appropriate risk mitigation mechanisms such as proper securities and their perfection, relevant sanction conditions and post disbursement follow ups.
• Ensure Bank lending complies with the relevant Environmental, Climate-related and Social risks laws and prudential guidelines and best practices.
• Oversee Approvals of credit proposals from all the branches and Head office Business teams to ensure that all approval decisions meet the agreed SLA between the credit department and business.
• Preparation of credit Management reports for presentation ALCO, MANCOM, Board and other external parties such us the regulator and financial partners.
• Ensuring the provisions are maintained at the prescribed level by minimizing the risk of loan loss or bad debts through prudent lending practices. 
• Ensure Standards for credit portfolio management by advising and supporting Branches on actions to take in recovering and monitoring portfolio at risk and ensure that branches forward monthly watch list and follow up to make sure recommendation on accounts are implemented.
• Review of sector exposures to ensure compliance to set banks limits by ensuring optimal profitability of the bank. 
• Ensure compliance with internal credit policies & procedures and facilitate prudent management of credit risks while ensuring compliance with the CBK prudential guidelines.
• Manage all staff of the Credit risk unit and ensure the section is adequately resourced to perform their roles.
• Preparation of statutory reports in line with CBK prudential guideline and submission of the same as per the set SLAs.

Risk & Compliance:

• Ensure that Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing compliance culture is promoted within areas of operation
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Provide guidance by consistently enforcing a top-down approach of the Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing   responsibilities
• Ensure that measures are in place   to identify, monitor and control Money Laundering/ Financing of Terrorism/ Proliferation Financing risks affecting the units through completion of Risk and Compliance Self Assessments, reporting to Risk and Compliance Functions and appropriate committees, embedding guideline policies in their operational manuals and tracking resolutions of major risk issues.
• Ensure that all staff within the Group/ Department/ Unit are well trained and have an Up to Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Ensure to Report suspected money laundering cases escalated by staff in the Group/ Department/ Unit to the Money Laundering Reporting Officer as soon as such incidents occur but within 12 hours of occurrence.   
• Ensure that information, data requests, and feedback are made available to the ERM department in a timely manner for effective decision making on money laundering, terrorism, and proliferation financing risks, assessments, and reporting to the regulators.
• Ensure that staff have AML/CFT/CPF Key Performance Indicators (KPIs) and disciplinary action is taken against those who violate AML/CFT/CPF policies and procedures
• Ensure that all relevant information has been provided and considered for decision-making for high-risk accounts and transactions, escalations from the Compliance Unit, and applying of exceptions to bank policy and procedures’ compliance.
• Ensure that there is adequate screening (Know Your Employee Program) procedures to ensure high standards when onboarding new staffs or promoting existing ones.
• Identify major risks affecting the Group/ Department/ Unit and ensure necessary steps are taken to measure, monitor, and control structure with control activities defined at each level and duties properly segregated
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks
• Ensure screening of clients to avoid disbursing facilities to customers with ML/TF/PF links.
• Check for sources of funds on loan repayment and escalate any suspicious or undeclared source to Compliance Unit.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Attend training and maintain knowledge of and comply with all bank policies and procedures including Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules and regulations.
• Participate or undertake Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing bank programs on a regular basis e.g. taking attestations, self-assessment tests, filling in compliance questionnaires as required.
• Comply and not to knowingly participate or assist in any violation of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or internal policies, procedure and guidelines.
• Report suspected money laundering cases to their respective heads of units or to the Money Laundering Reporting Officer as soon as such incidents occur immediately with a clear basis of suspicion

DECISION MAKING AUTHORITY

• Review and approve credit facilities within the delegated credit limit.  
• Review and recommend credit applications to the MCC/Board & conduct a Risk based analysis by Reviewing of credit proposals received from business units to meet the bank standards for MCC and Board decision making.
• Ensure that all accounts are properly graded in the system and Ensuring the provisions are maintained at the prescribed level by minimizing the risk of loan loss or bad debts through prudent lending practices.

ACADEMIC BACKGROUND

• A Bachelor’s degree in Business Administration with a bias in Finance and Accounting 
• Diploma in Banking and Finance (AKIB)

WORK EXPERIENCE

• At least 17 years in banking
• Over 10 years in management

Read & Apply

Relationship Manager – Ol Kalou Branch at Sidian Bank

Relationship Manager – Ol Kalou Branch

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Senior Manager, Shared Services at Sidian Bank

Senior Manager, Shared Services

JOB PURPOSE

The purpose of the role is to provide leadership and oversight for branch banking operations across all branches, ensuring operational efficiency, compliance, and superior customer experience. The job holder will also be responsible for Branch Operations, End-to-End Customer Onboarding (including continuous KYC management), and Currency Operations (physical cash management).

KEY RESPONSIBILTIES 

• Operational excellence
• Branch operations
• Operations control
• Stakeholder management
• People Management

MAIN ACTIVITIES:

Strategy implementation

• Develop and implement branch operations strategy aligned with bank objectives.
• Cascade downs the strategies and objectives across the departments to ensure the successful implementation of the overall department objectives and goals.
• Drive digital adoption and integration within retail operations.

Operational Excellence

• Provide oversight and ensure smooth management of all units under Shared Services – Customer Onboarding, Branch Operations and Cash Management.
• Participate in developing policies within the Shared Services Department and ensuring adherence CBK Prudential Guidelines and other over-arching policy documents.
• Continuous Process Improvements-quarterly review of all processes and procedures, to determine efficiency.
• Coordinate centralization and standardization of operational processes across Shared Services and in conjunction with other Quality control functions of the Bank.
• Continuous review, update, implementation and monitoring of adherence to the internal policies, procedures and manuals.
• Advising and guiding Shared Services staff on passing entries / executing of instructions stemming from exceptional approval requests.
• Conduct regular checks on income leakages and co-ordinate process improvements to prevent leakages.
• Ensuring closure of all audit exceptions at Shared Services.
• Support the AML/CFT-KYC function at Shared Services to ensure that the Bank is not at risk of money laundering activities or at risk of being non-compliant to its AML-KYC Policies, the CBK Prudential Guidelines, POTA ACT and the POCAMLA Act.
• Oversee branch operations to ensure compliance, efficiency, and service excellence.
• Champion process improvement and automation initiatives for branch operations.

Branch Operations 

• Oversee the smooth running of the branch operations.
• Ensure customer issues are promptly addressed and resolved.
• Liaise with Security department and Branch Managers to ensure security concerns are addressed and staff adequately trained on security matters.
• Implementation of appropriate cost control measures to manage identified cost centers at the branches.
• Ensure effective use of ORPA as risk management/control measure.
• Support branches in the attainment of satisfactory audit and control rating by constantly reviewing processes and monitoring adherence.
• Co-ordinate and review cash holding limits in line with changes in the operating environment.
• In liaison with the Head of Branches ensure effective coordination and management of staff absences (both planned and unplanned) so as to maintain uninterrupted and quality Branch Operations.
• Give guidance and co-ordinate staff transfers and rotations within Branch Operations.

Operations control

• Introduce SLA measurement tools to continually evaluate quality of all business support processes to enhance performance and productivity. 
• Continuous independent performance assessment of all internal service level agreements (SLAs) between Operations & IT Function units and internal customers (business and other operational units) and other key customer service delivery standards providing timely input for improvement. 
• Provide effective management oversight for all suspense and internal accounts reconciliations with Operation Department to ensure adherence to the Group Reconciliation policy 
• Timely preparation of Group operations management reports – for management committees and Board. 
• Work with Risk and Compliance and the businesses to ensure training in Compliance within Group operations teams is effective. In addition, document and implement controls to ensure compliance with regulations and Group standards. 
• Ensure robust controls for physical cash management, vault operations, and currency logistics.
• Monitor operational risk and implement mitigation measures across retail channels.

Stakeholder Management

• Conduct periodic meetings with the concerned stakeholders and discuss MIS reports related to shared services activities, progress on projects, achievements and other major departmental issues if any to facilitate the decision-making process.
• To ensure action on instructions from KRA, Kenya Police, Courts, CBK etc when required.
• Facilitate internal and external audits and ensure closure of all audit issues
• Manage performance of branch operations teams and ensure adherence to SLAs.
• Collaborate with compliance and risk teams to maintain regulatory standards.
• Prepare and present operational performance reports to senior management.

People management

• Set performance objectives for each member of the team in accordance with the Department’s overall objectives.
• Regularly review performance to trigger feedback and prompt actions to ensure objectives for individuals and team are met.  Such actions include recognition of outstanding performance, taking corrective measures, which may include coaching, mentoring, training to develop new skills or attitudes.
• Carry out performance appraisals to provide overall assessment for a set period of performance in a manner that enhances motivation and performance improvements.
• Implement appropriate communication systems and forums which will ensure that: the staff will be kept informed of the Bank’s business direction, and obtain support and knowledge to perform duties effectively and  there is on-going collaboration amongst the staff with other members of the Department, and with other relevant stakeholders in the Bank for the purpose of cultivating collective responsibility to achieve Bank’s business goals.
• Build strong relationships externally. 

ACADEMIC BACKGROUND

• University Degree in Bachelor of commerce (Finance or Accounting) or other relevant Business Degree.
• Master’s degree will be an added advantage.

WORK EXPERIENCE

• At least ten (10) years’ experience in banking environment, with a track record of success with at least 5 years in a Shared Services function.

SKILLS & COMPETENCIES

• Practical experience in use of relevant MS office applications, especially Excel, Word and PowerPoint.

• Extensive knowledge of Banking theory and practice, Central Bank’s Prudential Guidelines, FATCA, POCAMLA, POTCA and related procedures. 
• Possess thorough knowledge of banking products and services and also a wider understanding of the general banking universe/Industry.
• Excellent and demonstrated leadership capacity including possession of strategic development, monitoring, execution and reporting skills (Have a strategic outlook)
• Strong organizational, administrative and analytical skills including oral and written communication skills.
• Strong negotiation and interpersonal skills and ability to motivate, coach and mentor staff.
• Good communication and engagement skills.

PROFESSIONAL CERTIFICATION

• Professional Banking qualification (AKIB) is an added advantage.

Read More & Apply

Senior Officer Check-Off at Sidian Bank Limited

Key Responsibilities/ Accountabilities:

Validation/Confirmation of pre-approval documentation.

• Confirmation of the checkoff loan application documents mainly the pay slip and the employment letters/contracts at the employers to ascertain the authenticity of the same.
• Confirm customer’s credit worthiness as per Kenya Human Resource Information System (KHRIS)
• Confirm that the customer has no pending disciplinary issue at the employer through contacting the various payroll managers for the various institutions.
• Verifying authenticity of third-party documents such as loan statements
• Validation of bank statement (salary account statement) in Bank statement analyzer system (SpinCrunch)
• Independent CRB check of the borrower through Trans Union/Metropol
• Ensuring authorization forms are signed by the employer where applicable

Turn Around Time and SLA Adherence

• Ensure employer confirmation is done on time to avoid delays in loan processing
• SLA Achievements – comply to set departmental SLAs.
• Improve Customer Satisfaction Index
• Improve departmental Net Promoter Score (NPS).
• Provide a high level of service to the internal customer based on accuracy, responsiveness and turnaround time (TAT).

Risk and Compliance Management

• Conducting weekly call back snap checks on sampled checkoff loan applications to ensure that the call back forms have been dully filled and that actual call backs have been done to the immediate supervisors.
• Ensure documentation of all applications are in place and are valid.
• Ensuring all applications have all required documents and the application is fully completed
• Ensuring that loan and salary statements are authenticated.
• Ensuring that all credit proposals submitted are compliant and in case of any breaches to policy/MOUs, these have been identified and mitigated adequately
• Ensure that the Department’s Risk & Control Self Assessments (RCSAs) are done in line with the SLA in place
• Achieve satisfactory ratings and outcomes from Internal Audit and Enterprise Risk Management

Portfolio Quality Management & Reporting

• Ensuring the correct credit worthiness of a client is captured to ensure 100% adoption
• Recommend changes in facility structures in the best interest of the clients and the Bank
• Preparation of daily work reports and any other reports that are required from time to time.

Other Roles

• Liaising with the various internal and external stakeholders for efficient processing of checkoff loans.

Any other duties as may be assigned by the line manager.

SKILLS & COMPETENCIES

• Sound knowledge of Bank products and services.
• Strong understanding of Kenya’s government payroll systems
• Excellent interpersonal skills and demonstrated conflicts resolution skills.
• Strong communication, presentation, and negotiation skills.
• Attention for detail and capacity to meet strict deadlines.
• Individual leadership skills, excellent planning and organizing skills.
• Mature personality & team player.
• Flexibility and an ability to change focus areas when needed.
• Self-driven, self-motivated and a self-starter with a proven performance record.
• Excellent understanding of personal banking business.
• Exhibits an exceptional degree of creativity and resourcefulness.
• Excellent business relationship management skills.

WORK EXPERIENCE

• At least three years relevant work experience in both credit and operations (retail/personal banking and/or credit/ scheme loans processing)
• Detailed knowledge of specific Retail Credit Products that a salaried customer may require
• Knowledge and effective application of the Bank’s Credit policy & procedures, processes and systems
• Knowledge and effective application of Prudential Guidelines and Banking Act.

ACADEMIC BACKGROUND

• University degree preferably in Accounting, Finance, Management or Business Related
• Good Computer skills – ability to use MS Word, Power-point, Advanced Excel and Analysis of Data

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (is an added advantage)
• Certified Public Accountant CPA (Section 2)
• Certified Credit Professional (CCP)

Read More & Apply

Branch Manager – Coast Region at Sidian bank Limited

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures.

KEY RESPONSIBILTIES

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management
• Risk & Compliance

MAIN RESPONSIBILTIES

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Ensure that merchandising materials are displayed in accordance with guidelines.
• Brief staff on promotional and product launches; provide regular feedback on sales performance.
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business.
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses.

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & Management:

• With the support of the HR Business Partner, the Branch Manager has the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff.
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
• Responsible for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and  will be held accountable for lapses in the branch
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Manage performance /disciplinary issues/grievances for staff.
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance

• To ensure implementation and compliance with operational policies and procedures at the branch and maintain a culture within the branch that emphasizes and demonstrates the importance of internal control to all staff.
• Ensure compliance with agreed limits of authority and levels of access to systems and information.
• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. Any such inconsistent activities or transactions must be investigated and reported to the compliance function immediately with a clear basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts escalated by the branch staff. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all staff within the branch are trained and have an Up to Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Identify major risks affecting the branch and ensure necessary steps are taken to measure, monitor, and control structure with control activities defined at each level and duties properly segregated.
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks
• Identify any high – risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high- risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated.
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Ensure that all staff within the branch are trained and have an Up To Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Examine and ensure that relevant bank documents, records, procedures and systems are followed and comply with the established policies, procedures, and authority limits, including AML/CFT/CPF.
• Track previously identified deficiencies and ensure management corrects them within established timelines
• Assess the adequacy of recordkeeping and record-retention processes
• Assure compliance by the bank to statutory and regulatory obligations in respect of money laundering/terrorism financing/proliferation financing policies, procedures and controls.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master degree will be an added advantage.

WORK EXPERIENCE

Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years  should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Branch Manager – Rift Valley Region at Sidian Bank

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures.

KEY RESPONSIBILTIES

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management
• Risk & Compliance

MAIN RESPONSIBILTIES

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Ensure that merchandising materials are displayed in accordance with guidelines.
• Brief staff on promotional and product launches; provide regular feedback on sales performance.
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business.
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses.

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & Management:

• With the support of the HR Business Partner, the Branch Manager has the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff.
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
• Responsible for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and  will be held accountable for lapses in the branch
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Manage performance /disciplinary issues/grievances for staff.
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance

• To ensure implementation and compliance with operational policies and procedures at the branch and maintain a culture within the branch that emphasizes and demonstrates the importance of internal control to all staff.
• Ensure compliance with agreed limits of authority and levels of access to systems and information.
• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. Any such inconsistent activities or transactions must be investigated and reported to the compliance function immediately with a clear basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts escalated by the branch staff. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all staff within the branch are trained and have an Up to Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Identify major risks affecting the branch and ensure necessary steps are taken to measure, monitor, and control structure with control activities defined at each level and duties properly segregated.
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks
• Identify any high – risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high- risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated.
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Ensure that all staff within the branch are trained and have an Up To Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Examine and ensure that relevant bank documents, records, procedures and systems are followed and comply with the established policies, procedures, and authority limits, including AML/CFT/CPF.
• Track previously identified deficiencies and ensure management corrects them within established timelines
• Assess the adequacy of recordkeeping and record-retention processes
• Assure compliance by the bank to statutory and regulatory obligations in respect of money laundering/terrorism financing/proliferation financing policies, procedures and controls.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master degree will be an added advantage.

WORK EXPERIENCE

Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years  should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Senior Relationship Officer – Meru at Sidian Bank

Senior Relationship Officer – Meru

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Senior Relationship Officer – Nkubu at Sidian Bank

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wasllet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Senior Relationship Officer – Nairobi Region at Sidian Bank

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business.
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses.

Relationship Management & Customer experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank.
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose.
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated.
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

AML – CFT – CPF and Compliance Analyst at Sidian Bank

JOB PURPOSE

The job holder will responsible for performing AML/CFT/CPF compliance functions. Such functions include implementing the Bank’s AML/CFT/CPF compliance program, conducting investigations, analysis and responding to Money Laundering/ Terrorism Financing/Proliferation Financing (ML/TF/PF) cases, identifying points of compromise and potential loss.

KEY RESPONSIBILITIES AND ACTIVITIES

KEY RESPONSIILITIES

• Transaction Monitoring and Reviews
• Collaborative Partnerships
• Strengthening Risk Management
• Reporting 

Transaction Monitoring and Reviews

• Implement adequate AML/CFT/CPF controls to ensure that all possible areas of AML/CFT/CPF concerns are covered.
• Perform regular reviews of all AML/CFT/CPF controls to assess effectiveness. This includes;
• Sanction and Politically Exposed Person (PEP) screening program
• Transaction monitoring program
• Suspicious Activity Reporting (SAR) management program
• Adverse Media mentions review program
• Investigative orders management program
• Perform detailed analyses to detect patterns, trends, anomalies and schemes in transactions and relationships across bank’s processes/ customers/ products.

Collaborative Partnerships

• Assist in implementing a bank-wide AML/CFT/CPF program through risk awareness training program for all staff especially on identification and reporting of suspicious transactions. 
• Maintain detailed knowledge of current AML/CFT/CPF regulations and keep track of developments within the AML/CFT/CPF scope, sanctions, terrorist financing issues, including policies, procedures, regulations, industry best practice, criminal typologies and developing trends.
• Maintain strong working relationship with internal stakeholders to ensure that compliance issues are regularly discussed and addressed

Strengthening Risk Management

• Ensure that AML/CFT/CPF procedures and processes are in line with regulatory requirements.
• Proactively identify gaps in the assigned reviews, assessments, projects and follow up on implementation of agreed mitigation controls.
• Monitor and track closure of management actions  from the compliance reviews,  regulators’ and External auditors’ reports.

Reporting

• Prepare weekly, monthly and quarterly reports on the state of AML/CFT/CPF program to the MLRO
• Report control weaknesses or lapses to the manager in a timely manner, recommend mitigation controls or process and policy changes and follow up implementation of agreed actions.
• Execution of instructions and any other duties from the Manager Compliance/ Senior Manager Compliance, as assigned from time to time.

DECISION MAKING AUTHORITY

• Closure and escalation of alerts 
• Suspicious transaction to be reported 
• Appropriate documentation for use in Suspicious Activity or Transaction supporting documents  
• Transactions to be marked in the system as suspicious 
• Customers to be updated in the blacklist 
• Communications to business on awareness on issues and trends noted 
• Appropriate remediation action on implementing the Bank’s AML/CFT/CPF program
• Training requirements for the business 
• Compliance activities to be monitored 
• Sample High-risk accounts to be reviewed.

ACADEMIC BACKGROUND

• Bachelor’s Degree in Business related course or equivalent.
•  Anti-Money Laundering  Certification.

WORK EXPERIENCE

• At least 2 years’ banking experience in AML/CFT/CPF in an Enterprise Risk Management function.

SKILLS & COMPETENCIES

• Knowledge of money laundering techniques and regulations
• Knowledge of regulatory compliance requirements and risk management principles
• Demonstrable analytical skills and Experience in working with Server Query Language (SQL) and analyzing large volumes of data
• Good knowledge of payment services and operations
• Good Organizing and planning skills
• Good knowledge of payment services and operations
• Results oriented, effective communicator and a team player eager to learn and share experiences
• Proficiency in Microsoft Office Applications.

Read More & Apply

Portfolio Manager at Sidian Bank

Portfolio Manager

JOB PURPOSE

The role holder will be responsible for leading data-driven decision-making within the Digital Lending unit by designing, implementing, and optimizing credit scoring models, risk analytics frameworks, and product performance dashboards. The position ensures that business strategies, customer targeting, and risk decisions are guided by accurate, timely, and actionable data insights.

KEY RESPONSIBILTIES 

• Data Strategy & Governance
• Credit Analytics & Model Development
• Performance Monitoring & Insights
• Stakeholder Engagement & Business Support
• Customer Experience & Services Delivery
• Leadership & Capacity Building 
• Risk & Compliance Analytics

MAIN ACTIVITIES:

Data Strategy & Governance

• Develop and implement a data strategy for digital lending products 
• Ensure data quality, governance, and consistency across lending platforms, integrations, and reporting systems.
• Collaborate with IT, Risk, and Finance to ensure alignment with enterprise data standards and regulatory compliance (e.g., CBK, Data Protection Act).

Credit Analytics & Model Development

• Lead the design and continuous improvement of credit scoring and behavioural models using customer transaction and alternative data sources.
• Apply machine learning and statistical modeling to improve loan eligibility, limit assignment, and default prediction.
• Collaborate closely with the Credit Risk and Bank Risk teams to align model development with the bank’s credit policy, risk appetite, and regulatory standards.
• Ensure models are tested, validated, and monitored in line with model risk management principles, incorporating feedback from the risk teams during each review cycle.
• Partner with Credit Risk to establish performance monitoring metrics (e.g., default rates, PD, LGD, EAD) and continuously refine models based on emerging portfolio trends and risk insights.

Performance & Portfolio Monitoring

• Build and maintain real-time dashboards tracking portfolio performance, repayment trends, and product profitability.
• Provide actionable insights to optimize loan limits, pricing, and repayment strategies.
• Conduct root cause analysis of delinquency and loss trends and propose corrective actions.

Stakeholder Engagement & Business Support

• Collaborate with product managers, risk officers, and partners to translate data insights into product enhancements.
• Provide data-driven recommendations for pricing, customer segmentation, and credit policy adjustments.
• Present regular reports to management highlighting key trends, risks, and opportunities.

Customer Experience & Service Delivery

• Ensure data insights and analytics are used to enhance customer experience across the digital lending journey — from onboarding and credit assessment to loan servicing and repayment.
• Use customer feedback and behavioural data to identify pain points, reduce loan approval turnaround times, and improve satisfaction scores.
• Collaborate with the customer service team to build data-driven dashboards that track service efficiency (e.g., loan disbursement delays, repayment success rates, and complaint resolution trends).
• Support proactive management of customer relationships through early identification of delinquency risk or service friction points.
• Champion a customer-first culture by embedding data-led decision-making that aligns risk management with customer value and trust.s

Personal Leadership & Development

• Manage self: Show drive and motivation, an ability to self-reflect and a commitment to learning;
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect.s
•  
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT).
• Work Collaboratively Collaborate with others and value their contribution.
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes;
• Think and solve problems, analyze and consider the broader context to develop practical.

• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.s

Risk & Compliance Analytics

• Develop and maintain data-driven risk monitoring tools in collaboration with Risk and Compliance teams.
• Detect unusual transaction patterns, potential fraud, and early warning indicators using analytics.
• Ensure all analytical processes adhere to AML/CFT, Data Protection, and CBK regulatory requirements.

DECISION MAKING AUTHORITY

• Recommendations of analytics frameworks, data models, and reporting methodologies.
• Recommendations on lending performance metrics, risk indicators, and credit limit adjustments.
• Oversight of model validation, risk psarameter calibration, and data governance standards within Digital Lending.

ACADEMIC BACKGROUND

• Bachelor’s degree in Statistics, Mathematics, Computer Science, Data Science, Economics, or related field.
• Master’s degree in Data Analytics, Quantitative Finance, or Business Analytics is an added advantage.
• Strong command of SQL, Python/R, Power BI/Tableau, and statistical modeling tools.

WORK EXPERIENCE

• At least five (5)5 years’ experience in banking.
• 3+ years of experience in data analytics, credit risk, or data science, preferably in digital lending or financial services.

SKILLS & COMPETENCIES

• Strong knowledge of digital lending, retail, and SME financial products, with a deep understanding of data flows and customer transaction behaviors across digital channels.
• Solid grasp of the CBK regulatory framework, data protection requirements, and reporting obligations impacting digital credit and financial data usage.
• Demonstrated ability to translate business problems into analytical solutions through advanced data modeling, visualization, and insight generation.
• Proven experience in data governance, quality assurance, and automation, ensuring accuracy and reliability in analytics outputs.
• Excellent communication and presentation skills, with the ability to explain technical insights to non-technical stakeholders and influence strategic decisions.
• Strong stakeholder management and collaboration skills, working cross-functionally with Credit Risk, Compliance, Product, and IT teams.
• Leadership and team development skills with the ability to mentor analysts and drive a data-informed culture within Digital Lending.
• Exceptional analytical, critical thinking, and problem-solving abilities, with attention to detail and a proactive approach to innovation.
• Effective planning, prioritization, and project management capabilities to deliver analytics initiatives on time and with measurable impact.

PROFESSIONAL CERTIFICATION

Desirable to have:

• Professional Certification in Data Analytics, Data Science, or Business Intelligence.

Read More & Apply

Assistant Manager Internal Audit at Sidian Bank 

JOB PURPOSE

The job holder will be responsible for providing an independent, objective assurance on the adequacy and effectiveness of the bank’s governance, risk management, compliance, and internal control environment. He/she will lead and oversee the planning, execution, reporting, and follow-up of complex audit assignments in line with IIA Standards, CBK Prudential Guidelines, and the bank’s internal audit methodology. Support the Audit Manager in managing the audit function, coordinating engagements, reviewing audit deliverables, and driving continuous improvement across audit processes and tools.

KEY RESPONSIBILITIES

• Audit Planning 

• Lead comprehensive, risk-based planning for assigned audits by analyzing enterprise risks, regulatory expectations, historical audit results, emerging risks, and strategic priorities.
• Define audit objectives, scope, and detailed test procedures that directly address inherent, residual, and emerging risks, ensuring alignment with the annual audit plan.
• Conduct in-depth process understanding through walkthroughs, data analysis, policy reviews, and stakeholder interviews to identify control gaps or vulnerabilities early.
• Determine the appropriate audit approach, sampling methodology, nature, timing, and extent of testing using risk-based and data-driven criteria.
• Assess resource needs, develop audit budgets and timelines, and ensure team members are properly briefed and prepared prior to fieldwork.

• Audit Execution

• Lead, supervise, and mentor audit teams during fieldwork, ensuring adherence to audit standards, methodology, and quality expectations.
• Evaluate the design, implementation, and operating effectiveness of controls across operational, financial, ICT, credit, market, liquidity, strategic, and compliance processes.
• Apply strong analytical techniques including root cause analysis, data analytics, trend analysis, and control effectiveness validation.
• Review working papers for completeness, accuracy, and sufficiency of evidence to support audit conclusions and risk ratings.
• Ensure timely escalation of significant issues, control failures, fraud indicators, or regulatory non-compliance identified during fieldwork.
• Maintain high-quality documentation that meets internal quality assurance requirements and is defensible to internal and external reviewers.

• Audit Reporting, Monitoring & Follow-Up 

• Prepare high-impact, concise, and well-supported audit reports that clearly articulate issues, underlying root causes, associated risks, and practical recommendations.
• Present audit findings confidently to departmental heads, senior management, and governance committees where required.
• Track and monitor management action plans, validate remediation, and perform follow-up reviews to ensure the effectiveness and sustainability of corrective actions.
• Identify recurring issues across departments and proactively recommend systemic or enterprise-wide interventions to strengthen controls.
• Prepare periodic updates, audit status reports, and emerging risk summaries for the Audit Manager and relevant stakeholders.
• Support and lead special reviews, fraud investigations, system audits, and ad-hoc assignments as delegated.

• Risk & Compliance
•  
• Provide independent and objective assurance on the effectiveness of the bank’s risk management, compliance, and governance frameworks.
• Evaluate the adequacy and operating effectiveness of controls in key risk areas and across risk types (credit, operational, ICT/cybersecurity, AML/CFT/CPF, regulatory).
• Review and challenge the quality, completeness, and accuracy of risk assessments, KRIs, RCSAs, and mitigation plans developed by business units and second-line functions.
• Test compliance with relevant laws, regulatory requirements, CBK guidelines, internal policies, and industry best practices.
• Document and escalate control weaknesses, non-compliance, unethical conduct, and emerging risks promptly and in accordance with escalation protocols.
• Provide advisory insight on new regulatory developments and business initiatives while preserving audit independence.
• Engage regulators and external auditors in coordination with the Audit Manager to support supervisory reviews, inspections, and audits.
• Maintain up-to-date professional knowledge on emerging risks, regulatory trends, and financial crime typologies.

DECISION MAKING AUTHORITY

• Determine the audit approach, depth of testing, and sampling strategies for assigned engagements based on risk assessment and professional judgment.
• Evaluate the adequacy and effectiveness of internal controls and assign issue ratings consistent with the bank’s methodology and regulatory expectations.
• Decide whether sufficient and appropriate evidence has been obtained to support audit conclusions and issue closure.
• Recommend improvements and control enhancements aligned with business realities and regulatory requirements.
• Approve working papers and draft reports prepared by team members prior to management review.
• Escalate material risks, control failures, fraud indicators, or non-compliance without delay.
• Exercise sound judgment in balancing audit rigor, business impact, and operational practicality.

ACADEMIC BACKGROUND

Bachelor’s degree in Accounting, Finance, Business Administration, Economics, Information Systems, or a related field from a recognized institution.

WORK EXPERIENCE

• Minimum 5 years’ progressive internal audit, risk management, or assurance experience in a financial institution or similar high-control environment.
• Demonstrated experience leading complex audits, supervising audit teams, and dealing with senior management and regulators.
• Proven exposure to banking operations, credit processes, digital banking, financial crime risk, ICT audits, and regulatory compliance.
• Experience in using audit management systems and data analytics tools is an added advantage.

SKILLS & COMPETENCIES

• Advanced analytical, critical thinking, and problem-solving capabilities.
• Strong report-writing and communication skills with the ability to articulate complex issues clearly.
• High professional skepticism, attention to detail, and ability to challenge effectively.
• Strong interpersonal and negotiation skills for engaging stakeholders at various levels.
• Demonstrated ability to supervise teams, coach staff, and review work to ensure quality.
• Time management, multitasking ability, and capacity to manage tight deadlines.
• Ability to travel and work across multiple locations as needed.
• High integrity, discretion, and adherence to ethical standards.

PROFESSIONAL CERTIFICATION

• CPA (K) or ACCA mandatory.
• CIA, CISA, CRMA, CFE, or equivalent certification is a strong advantage

Read More & Apply

Branch Manager – Nairobi Region at Sidian Bank

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures. 

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management
• Risk & Compliance

MAIN RESPONSIBILTIES 

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Ensure that merchandising materials are displayed in accordance with guidelines. 
• Brief staff on promotional and product launches; provide regular feedback on sales performance. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & Management:

• With the support of the HR Business Partner, the Branch Manager has the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff. 
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
• Responsible  for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and  will be held accountable for lapses in the branch 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Manage performance /disciplinary issues/grievances for staff. 
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance

• To ensure implementation and compliance with operational policies and procedures at the branch and maintain a culture within the branch that emphasizes and demonstrates the importance of internal control to all staff.
• Ensure compliance with agreed limits of authority and levels of access to systems and information.
• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. Any such inconsistent activities or transactions must be investigated and reported to the compliance function immediately with a clear basis of suspicion. 
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts escalated by the branch staff. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all staff within the branch are trained and have an Up to Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Identify major risks affecting the branch and ensure necessary steps are taken to measure, monitor, and control structure with control activities defined at each level and duties properly segregated.
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks
• Identify any high – risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high- risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Ensure that all staff within the branch are trained and have an Up To Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Examine and ensure that relevant bank documents, records, procedures and systems are followed and comply with the established policies, procedures, and authority limits, including AML/CFT/CPF.
• Track previously identified deficiencies and ensure management corrects them within established timelines
• Assess the adequacy of recordkeeping and record-retention processes
• Assure compliance by the bank to statutory and regulatory obligations in respect of money laundering/terrorism financing/proliferation financing policies, procedures and controls.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master degree will be an added advantage.

WORK EXPERIENCE

Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years  should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Contact Centre Supervisor at Sidian Bank

JOB PURPOSE

The primary function of the Customer Contact Centre Supervisor is to coordinate and oversee the daily operations of the Customer Contact Centre. This includes providing weekend and holiday shift coverage, monitoring Customer Contact Centre Representatives (CCR’s) activity when necessary. The supervisor is also expected to monitor and ensure that all Customer Contact Centre procedures are performed in accordance with the objectives in the organization and within the guidelines of the Bank.

KEY RESPONSIBILTIES 

• Operations
• Customer Service Management
• People Management
• Personal Leadership & Development
• Team Leadership & Development
• Risk Management

MAIN ACTIVITIES

Operations.

• Daily Supervision of the CCR’s.
• Provide support to CCR’s by addressing questions, issues, concerns, and responding to client request.
• Run and analyze Customer Contact center system reports to maintain standards at the Customer Contact Centre.
• Ensure compliance with both internal and external regulatory
• Responsible for Contact Centre SLA, answer rates and resolution rates.
• Contact center management reports

Customer Service Management

• Follow up of escalated customer issues
• Follow- up of customer complaints.
• Check in calls on service with branches

People Management

• Train, monitor and coach contact center representatives. 
• Act as liaison between Management and the Customer Contact Center 
• Perform CCR’s appraisals 
• Coordinate team meetings

Personal Leadership & Development:

• Manage self by showing drive and motivation, an ability to self-reflect and a commitment to learning.
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect.
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT).
• Work Collaboratively Collaborate with others and value their contribution.
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes.
• Think and solve problems, analyze and consider the broader context to develop practical.
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.

Team Leadership & Management:

• With the support of the HR Business Partner, the Line Manager has the ultimate responsibility for the Human Resource Management of the team and consults with HR on clarity and interpretation of the HR policy;
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes and contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures;
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by leading regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans;
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients;
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

DECISION MAKING AUTHORITY

• Customer resolution as per the contact center policy and procedure manual.
• Customer issue escalation as per the contact center policy and procedure manual.
• Customer complaints escalation as per contact center policy and procedure manual
• Customer complaint register as per the CBK complaints guidelines.

ACADEMIC BACKGROUND

• A university degree from a recognized institution.

WORK EXPERIENCE

• A minimum of five years bank experience with at least three years experience in Branch operations.
• Experience in customer service environments will be an added advantage.
• Experience in Contact Centre will be an added advantage.

SKILLS & COMPETENCIES

• Proven interpersonal and communication skills.
• Knowledge of computer and communication systems.
• Excellent verbal and written communication skills
• Team management
• Superior problem-solving skills
• Ability to explain detailed instructions articulately and clearly
• Attention to detail
• Adaptability & Team work
• Work under pressure
• Multitasking skills.
• Excel and reporting skills

Read More & Apply

Relationship Manager – Nairobi Region at Sidian Bank

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Administrative Security Officer at Sidian Bank

The job holder will report to the Manager Security & Investigations and will be responsible for providing administrative and secretarial support to ensure the effective and efficient coordination of activities in the Security & Investigations office   

KEY RESPONSIBILTIES 

• Security Support
• Administrative Functions
• Customer Service
• Risk & Compliance

MAIN ACTIVITIES

Security Support

• Preparation of Security reports and communication in liaison with the Manager Security & Investigations
• Prioritize urgent security needs; handle matters expeditiously, proactively and follow through to successful completion.
• Prioritize and follow up on incoming security issues and concerns addressed to the Security Office and determine appropriate action, referral or response.
• Provide background information, meeting summaries and/or supporting documents in preparation for scheduled appointments by coordinating with the relevant parties.
• Maintain and track priority list of security matters and engagements.

Administrative Functions

• Follow up with security matters to ensure deadlines are met.
• Maintain an efficient flow of information between security department, internal & external customers 
• Develop and maintain an up to date filing system for all correspondence (hard and soft copy) relating to security Department
• Receive court orders, process, supply documents and Maintain a tracker 
• Manage security request from vendors, internal and external customers.

Customer Service

• Receive and manage all Security clients and handle all their needs professionally 
• Receive and screen security calls, determining attention required, take messages and respond to callers based on knowledge of security office functions and ensure callers receive appropriate transfer to another department if necessary .
• Process all incoming correspondence received in the office, prioritize and determine its disposition. 
• Act on emails sent to the department and escalate where necessary 
• Handle confidential and sensitive information with poise, tact and diplomacy.

Risk & Compliance

• Attend training and maintain knowledge of and comply with all bank policies and procedures including Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules and regulations.
• Participate or undertake Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing bank programs on a regular basis e.g. taking attestations, self-assessment tests, filling in compliance questionnaires as required
• Comply and not to knowingly participate or assist in any violation of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or internal policies, procedure and guidelines.
• Report suspected money laundering cases to their respective heads of units or to the Money Laundering Reporting Officer as soon as such incidents occur immediately with a clear basis of suspicion   
• Avoid Misrepresentation and Malicious Reporting – knowingly making a false, fictitious or fraudulent representation e.g. statement, report, document.
• Avoid Tipping Off customers being investigated so as not to knowingly prejudice an investigation by disclosing information.
• Not provide advice or other assistance to individuals who attempt to violate or avoid Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or corporate policies.
• Respond to all AML/CFT/CPF queries when requested by Compliance Unit to allow the bank to comply with the requirements of The Anti-Money Laundering and Combating Financing of Terrorism Amendment Act
• Co – operate fully with regulators and law enforcement agents and make available required documents and information

DECISION MAKING AUTHORITY

• Delegated responsibilities from the Manager Security & Investigations 

ACADEMIC BACKGROUND

• Degree in Criminology and Security studies or,
• Higher Diploma/Diploma in Criminology and Security Studies 

WORK EXPERIENCE

• At least three (1) years’ experience in administrative position or its equivalent,

SKILLS & COMPETENCIES

• Leadership skills;  
• Excellent communication skills and Proficiency in grammar. 
• Excellent computer skills especially; Ms Word, Ms Excel and Ms PowerPoint.
• Integrity;  
• Analytical skills 
• Keen to details 
• Excellent interpersonal sensitivity; and
• Planning and organizing skills.

Read More & Apply

Internal Audit Officer at Sidian Bank

JOB PURPOSE

Responsible for performing objective, independent, and reliable assessments of the effectiveness of the bank’s risk management activities, its compliance with applicable regulations, and its internal control-environment.  Execution of audit duties in the planning, scheduling, coordinating, reviewing and reporting in line with professional auditing standards and bank audit requirements.

KEY RESPONSIBILTIES 

• Audit Planning 
• Audit Execution / Performance
• Audit Reporting, Monitoring & Follow-up 
• Risk & Compliance

MAIN ACTIVITIES

Audit Planning

• Plan and conduct risk based & compliance audits in line with the work plan. Prepare audit plans for individual assignments as per the work plan allocations. 
• Review and develop audit programs and testing procedures relevant to risk, compliance and audit objectives for audits allocated.
• Monitor and evaluate key processes as identified in the risk assessment during assignment planning.
• Identify internal controls issues for key risk processes during planning to adequately test controls and processes. 

Audit Execution / Performance

• Perform audit procedures to verify the implementation and effectiveness of controls through testing and interacting with the relevant staff.
• Ensure successful completion of assigned/planned audit engagements, from start to finish, inclusive of preplanning, fieldwork and wrap up activities.
• Discuss audit findings and recommendations with the directors and departmental heads; identify and communicate control issues noted, offering practical solutions relevant to business and related risks.
• Use audit project management tools to record and track an audit project progress.
• Prepare of audit files for assignments allocated and ensure proper sign-off & filing of working papers.
• Carry out spot checks on keys areas such as cash count etc.

Audit Reporting, Monitoring & Follow-up 

• Prepare and submit timely, quality audit reports; engage in meetings with management and departmental heads and advise on improvements.
• Constantly monitor if the audit recommendations have been implemented by the management by way of tracking and follow- up audits and report on any gaps observed.
• Develop and maintain productive client and staff relationships.
• Assess, evaluate and advise management on how to achieve statutory/ legal compliance;
• Conduct ad-hoc/ special investigations and reviews as requested by management/ BARC
• Update the Internal Audit Manager on regular basis; on execution and progress on assigned tasks and any arising significant internal control issues
• Undertake any other tasks as assigned by Internal Audit Manager from time to time

Risk & Compliance

• Attend training and maintain knowledge of and comply with all bank policies and procedures including Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules and regulations.
• Participate or undertake Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing bank programs on a regular basis e.g. taking attestations, self-assessment tests, filling in compliance questionnaires as required
• Comply and not to knowingly participate or assist in any violation of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or internal policies, procedure and guidelines.
• Report suspected money laundering cases to their respective heads of units or to the Money Laundering Reporting Officer as soon as such incidents occur immediately with a clear basis of suspicion   
• Avoid Misrepresentation and Malicious Reporting – knowingly making a false, fictitious or fraudulent representation e.g. statement, report, document.
• Avoid Tipping Off customers being investigated so as not to knowingly prejudice an investigation by disclosing information.
• Not provide advice or other assistance to individuals who attempt to violate or avoid Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or corporate policies.
• Respond to all AML/CFT/CPF queries when requested by Compliance Unit to allow the bank to comply with the requirements of The Anti-Money Laundering and Combating Financing of Terrorism Amendment Act
• Co – operate fully with regulators and law enforcement agents and make available required documents and information

DECISION MAKING AUTHORITY

This position reports to the Internal Audit Manager 

Decisions for this job are restricted audits allocated to the position as per the work plan. 

• Risk classification of an audit observation. i.e. whether High, Medium or Low
• Determine if an audit observation has been satisfactorily closed based on action taken, observation and management comments 

The Internal Auditor makes recommendations to the Manager on actions to be taken. Actions will only be taken upon approval of the recommendations.  

In making the recommendations, the Internal Auditor will be guided by;   

• Bank’s approved policies and standard operating procedures 
• Relevant and applicable Acts such as the Banking Act of Kenya, POCAMLA, etc. 
• Regulation – Prudential guidelines, Risk Management Guidelines 
• Professional standards from ICPAK, IIA 

ACADEMIC BACKGROUND

• Must have an undergraduate or graduate degree in finance or a business management related field. An accounting/finance degree is preferred.

WORK EXPERIENCE

• Must have a minimum of 3 years of experience in auditing or a minimum of 5 years operations experience in a bank

SKILLS & COMPETENCIES

• Strong interpersonal skills 
• Analytical skills
• Team player 
• Report writing and general communication skills
• Ability to frequently travel for long periods and on short notice

PROFESSIONAL CERTIFICATION

• CPA and/or CIA and/or CISA.

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Security Operations Centre Analyst (SOC Analyst) at Sidian Bank

JOB PURPOSE

The SOC Analyst will monitor, detect, and respond to cybersecurity threats across Sidian Bank’s infrastructure. Operating under ISO 27001, NIST, and CIS frameworks, they will analyze alerts, escalate incidents, and deliver timely reports—regardless of pressure.

This role demands flexibility to work long shifts, including nights, weekends, and public holidays, ensuring 24/7 coverage and rapid incident containment. Responsibilities include threat hunting, refining detection rules, and coordinating with internal and external teams to strengthen SOC operations.

KEY ACCOUNTABILITIES (DUTIES AND RESPONSIBILITIES)

• Security Monitoring & Incident Response (40%): Continuously monitor Sidian Bank’s infrastructure using SIEM and other tools to detect, analyze, and respond to security incidents in real time. Ensure timely escalation and containment of threats.
• Threat Intelligence & Rule Tuning (20%): Refine detection rules, validate log sources, and integrate threat intelligence feeds to improve alert accuracy and reduce false positives.
• Shift Operations & Coverage (20%): Maintain 24/7 SOC coverage by working long shifts, including nights and weekends. Ensure seamless handovers and accurate documentation of incidents and actions taken.
• Reporting & Collaboration (20%): Generate incident reports and dashboards for internal stakeholders. Collaborate with IT, Risk, and external partners to support investigations and enhance SOC maturity.

Main Activities

• Monitor and analyze security events across Sidian Bank systems to detect potential threats and anomalies in real time.
• Perform initial triage, threat validation, and escalation of incidents based on severity and impact.
• Conduct threat hunting activities to proactively identify indicators of compromise and emerging attack patterns.
• Coordinate incident response efforts, including containment, eradication, and recovery, in collaboration with IT and Risk teams.
• Maintain and tune SIEM detection rules, log sources, and alert thresholds to improve accuracy and reduce false positives.
• Generate timely and actionable incident reports for internal stakeholders, even under tight timelines.
• Work extended shifts, including nights and weekends, to ensure 24/7 SOC coverage and rapid response capability.
• Collaborate with system custodians to ensure remediation of identified risks and vulnerabilities within agreed timelines.
• Research emerging threats, attacker techniques, and defensive technologies to inform SOC strategy and tooling.
• Continuously review and improve SOC processes and playbooks to support agile threat response and operational efficiency.

Technical Competencies

•  
• Proficient in configuring and managing SIEM platforms for real-time event correlation, alerting, and incident triage across enterprise infrastructure.
• Skilled in firewall and web application protection technologies, including rule validation, traffic analysis, and threat mitigation.
• Experienced in endpoint protection and antimalware systems, supporting threat detection, containment, and response workflows.
• Working knowledge of cloud environments with emphasis on log ingestion, access monitoring, and cloud-native threat detection.
• Familiar with Agile-aligned SOC operations and DevSecOps toolchains used for incident tracking, automation, and continuous improvement.
• Strong analytical and reporting capabilities, enabling clear escalation paths and actionable insights for governance and risk teams.
• Understanding of financial services systems and regulatory expectations, ensuring SOC activities align with compliance and audit requirements.
• Experience in leading SOC shifts or mentoring junior analysts, promoting accountability, knowledge sharing, and operational resilience.

Risk & Compliance:

• Attend training and maintain knowledge of and comply with all bank policies and procedures, including Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, and regulations.
• Participate or undertake Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing bank programs regularly, e.g., taking attestations, self-assessment tests, filling in compliance questionnaires as required.
• Comply and not to knowingly participate or assist in any violation of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or internal policies, procedure and guidelines.
• Report suspected money laundering cases to their respective heads of units or to the Money Laundering Reporting Officer as soon as such incidents occur immediately with a clear basis of suspicion.  
• Avoid Misrepresentation and Malicious Reporting – knowingly making a false, fictitious or fraudulent representation e.g. statement, report, document.
• Avoid Tipping Off customers being investigated so as not to knowingly prejudice an investigation by disclosing information.
• Not provide advice or other assistance to individuals who attempt to violate or avoid Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or corporate policies.
• Respond to all AML/CFT/CPF queries when requested by Compliance Unit to allow the bank to comply with the requirements of The Anti-Money Laundering and Combating Financing of Terrorism Amendment Act.
• Co – operate fully with regulators and law enforcement agents and make available required documents and information.

DECISION MAKING AUTHORITY

• Operational – Solution Design dependent on CRs/BRDs assigned
• Strategic – Solution structuring to ensure ease of implementing future enhancements

ACADEMIC BACKGROUND

• A Bachelor’s degree in Computer Science, Information Technology, or related field.

WORK EXPERIENCE

• Minimum of 3 years’ working experience in Information Systems Security, including areas such as ethical hacking, vulnerability assessments, ICT audits, and system implementation reviews.
• Minimum of 2 years’ working experience in networking and operating systems, with exposure to both proprietary and open-source platforms. 
• Prior involvement in technical security assessments or audit support functions that enhance incident response and threat validation capabilities. 
• Cross-functional understanding of infrastructure and system-level configurations, contributing to more effective log analysis and root cause investigations.

SKILLS & COMPETENCIES

• Ability to use specialized tools and software to analyze, detect, investigate, and report on vulnerabilities and threats across enterprise environments.
• Knowledge and experience with key IT security products and controls, including event monitoring, data activity monitoring, endpoint protection, firewall management, and patch lifecycle oversight.
• Prior exposure to IT security operations within financial institutions, with an understanding of sector-specific risks and regulatory expectations.
• Keen attention to detail with a time-conscious approach, ensuring accuracy and responsiveness in high-stakes environments.
• Proven ability to perform under pressure in competitive and dynamic operational settings, maintaining composure and effectiveness during incident response and escalation.

PROFESSIONAL CERTIFICATION – ADDED ADVANTAGE

• ITIL Foundation
• Possess at least one security certification such as CEH (Certified Ethical Hacker); SSCP (Systems Security Certified Practitioner); OCSP (Offensive Security Certified Professional); CompTIA Security+

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Branch Manager – Machakos at Sidian Bank

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures. 

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management
• Risk & Compliance

MAIN RESPONSIBILTIES 

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Ensure that merchandising materials are displayed in accordance with guidelines. 
• Brief staff on promotional and product launches; provide regular feedback on sales performance. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & Management:

• With the support of the HR Business Partner, the Branch Manager has the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff. 
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
• Responsible  for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and  will be held accountable for lapses in the branch 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Manage performance /disciplinary issues/grievances for staff. 
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance

• To ensure implementation and compliance with operational policies and procedures at the branch and maintain a culture within the branch that emphasizes and demonstrates the importance of internal control to all staff.
• Ensure compliance with agreed limits of authority and levels of access to systems and information.
• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. Any such inconsistent activities or transactions must be investigated and reported to the compliance function immediately with a clear basis of suspicion. 
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts escalated by the branch staff. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all staff within the branch are trained and have an Up to Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Identify major risks affecting the branch and ensure necessary steps are taken to measure, monitor, and control structure with control activities defined at each level and duties properly segregated.
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks
• Identify any high – risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high- risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Ensure that all staff within the branch are trained and have an Up To Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Examine and ensure that relevant bank documents, records, procedures and systems are followed and comply with the established policies, procedures, and authority limits, including AML/CFT/CPF.
• Track previously identified deficiencies and ensure management corrects them within established timelines
• Assess the adequacy of recordkeeping and record-retention processes
• Assure compliance by the bank to statutory and regulatory obligations in respect of money laundering/terrorism financing/proliferation financing policies, procedures and controls.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master degree will be an added advantage.

WORK EXPERIENCE

• Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years  should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

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Relationship Manager – Nairobi Region at Sidian Bank Kenya

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Read More & Apply

Manager – Treasury Middle Office at Sidian Bank

JOB PURPOSE

The middle office provides support for both day to day operations as well as strategic functions within the treasury department. Its main role includes monitoring risks while also improving processes and systems, for better efficiency. The job holder will be responsible for treasury middle office function with a fundamental role of enhancing control in the following ways;

• First-hand trading risk management & validation of dealing process separation
• Independently validating positions taken and margins applied
• Evaluating the effectiveness of trading control systems
• Detection and escalation of trading errors
• Tracking and enforcing stop loss limits
• Detection and escalation of fraudulent activities & unethical trading practices
• Monitoring of unauthorized proprietary trading
• First-hand enforcement of statutory compliance in regards to Currency Positions
• Enforcement of policy controls on dealing room personnel and practice requirements
• Assessing treasury funding gaps and developing funding proposals
• Processing treasury transactions in the treasury management system, analyzing treasury risk and reporting
• Provide wider support to all of the Bank’s treasury front and back office activities to ensure segregation of duties at all times
• The role is responsible for providing an analysis, development and optimisation of balance sheet management strategies with a view to ensure that there is a robust risk and control management framework to cover market risk and treasury operational risks within the risk appetite set by ALCO
• He/she will also be responsible for monitoring, reconciling and reporting on the P&L account

KEY RESPONSIBILTIES 

• Independent Risk controller
• P & L Reconciliation – Foreign Exchange / Financial Institutions / Money Markets 
• Revaluation data & Deal control
• Audit and Financial Control
• Treasury Reporting

MAIN ACTIVITIES

Independent Risk Controller

• Identify all material risk factors related to credit, operational, market and liquidity risk e.g. C/party exposures, procedures, inflation, interest rates, exchange rates, etc. and to be able to quantify the effect thereof on the existing positions daily;
• Ensure that the overall Bank and treasury stays within regulatory limits set by the Regulator and internal limits through daily accurate reporting;
• Provide expert advice during roll out of new treasury products/ treasury technology.;
• Analyzing and modelling treasury risks i.e. interest rate risk, FX risk (transaction and translation), commodity risk etc.;
• Review the current treasury policy and propose any changes that may add value to the policy and the wider treasury function of the Bank;
• Monitor compliance of all  treasury activities relative to policies and market best practices;
• Maintaining the treasury risk register and ensuring it is up to date at all times and effectively communicated and that actions are taken by relevant stakeholders;
• Championing the Bank’s bank account management process i.e. opening, maintenance and closing of bank accounts;
• Monitor and measure the compliance of portfolio risks within the trading book, AFS book or HTM book with an eye on limits and guidelines set internally and by the regulator daily.

P&L Reconciliation

• Daily compute the contribution of each product, dealer and transaction to the P&L of the bank and report to stakeholders through a P&L tracker;
• Verify that reported daily positions are correct and that the treasury position reconciles with the general ledger;
• Reconcile the P/L report daily (Both FX & MM) and escalate off market trades, Canceled & Amended trades or any issues to Financial Risk and Treasury;
• Obtain daily P/L report estimates and P/L report sign offs from Treasury and keep track of the same;
• Management of Month-end FCY PL sweeps by notifying dealers of possible Position impact while ensuring no PL impact;
• Championing  the bank’s treasury deals confirmation (including confirmation matching) and settlement processes.

Revaluation data & Deal Control

• Championing the accounting valuation/revaluation processes of all treasury instruments i.e. mark-to-market valuations of all financial instruments;
• Report the outcomes of each measure of risk (Interest, liquidity or exchange) to immediate supervisor in accordance with set policies and procedures. e.g. NOP (net overnight open position), PVO1, MTM, NII, VAR etc.;
• Daily report on the CBK and Nostrum closing balances to the immediate supervisor to ascertain efficient placement of funds;
• Management of Inter-desk Funding between the ALM desk and Trading desks (Fixed Income/FX);
• Daily verification of End of Day rates as well as End of month Fixed Income and FX revaluation;
• Ensure appropriate deal booking policy/models are used by the TFO especially on rollout of new products and new systems;
• Assist to maintain day-end and month-end data to enable reporting on current and historical compliance or non-compliance with limits and guidelines, with appropriate commentary over daily, weekly, monthly, quarterly or annual periods;
• Off Market Rate Deal reporting across all asset classes (FX, Money Markets, and Securities) by jointly with Market Risk establishing and monitoring thresholds;
• In liaison with Risk, Capture End of Day Market Rates for FX (including swap points for valuation of FX swaps and Forwards) in T-24 system or treasury transaction processing system;
• In Liaison with Risk, Capture End of Day Market Rates for Securities Held and Fair Value Through PL or OCI, in T-24 system or treasury transaction processing system;
• Exception reporting for Deals Cancelled and amended with PL impact for fair valued assets (FX and Securities).

Audit and Financial Control

• Through daily reporting; give prompt attention to risk exposures & breaches of limits and guidelines, including the development of risk mitigation strategies;
• Report daily on limits utilization, counterparty lines utilization, product breaches and trading limits breaches;
• Ensuring that all external debt and interest is properly accounted for and correctly reported on the company’s financial statements and working in conjunction with the finance function as required;
• Ensure Compliance with International Accounting Standards and International Financial Reporting Standards;
• Assist in analysis, investigation and closure of any audit issues highlighted in treasury;
• Conduct independent valuation of all Treasury products e.g. Interest Rate swaps, Forwards, FX Swaps, Bonds, Options, Overnight Index Swaps etc.;
• Championing the treasury function’s audit process for both internal and external audits including liaisons on an audit follow-up points;
• Ensure close liaison with other areas internal and external of Finance to ensure consistent adherence to policies and procedures.

Treasury Reporting

• Championing the treasury function’s reports pack preparation for various stakeholders i.e. board packs, due diligence packs, investors roadshow packs, new relationship report packs etc.;
• Prepare Models that help with product revaluation, Sensitivity analysis, Scenario Analysis, Stress testing to help with budgeting, MIS, ALCO decisioning;
• Produce TMO Pack documenting movements and highlighting P&L and Balance Sheet trends across the bank’s Treasury Products and Industry;
• Act as the contact person for treasury products internal and external reviews;
• Coordinate resolution of issues with cross functional teams, including front office, market risk, and operations;
• Provide support in preparation of business cases for new opportunities and products for the Treasurer to be presented to Asset Liability Committee (ALCO);
• Design/re-engineer exception-based Treasury reporting.

ACADEMIC BACKGROUND

• A first Degree in a relevant discipline i.e. accounting, financial management, economics, numerical or other scientific related disciplines.
• Advanced degree is an added advantage.

WORK EXPERIENCE

• A minimum of 4 years’ experience working in a treasury function either in a financial or corporate institution, preferably in the financial services industry.
• At least three years banking experience with exposure to Treasury function – front, middle or back office functions.

SKILLS & COMPETENCIES

• Practical Knowledge of Treasury products and Treasury risk management systems and operational processes with demonstrable skills application of market risk management methodologies and tools;
• Good communication skills with strong personality and ability to work with minimum supervision;
• Solid grounding in financial systems database methodologies and financial modelling;
• Solid experience in working with Treasury Management Systems;
• Advanced Excel skills and computer literacy (e.g. SQL, Crystal Reports);
• Prompt and accurate reporting for decision making;
• Timely production of exception reports and explanation of dealer estimates vs actuals.

PROFESSIONAL CERTIFICATION

• Qualified accountant (CPA/ACCA or their equivalent); member of ICPAK
• Recognized Professional Qualification in Treasury will be a strong added advantage.
• ACI accreditation or Risk Management certification. CPA/ACCA qualification is desirable.

Read More & Apply

Branch Manager – Eastern Region at Sidian Bank

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures. 

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management
• Risk & Compliance

MAIN RESPONSIBILTIES 

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Ensure that merchandising materials are displayed in accordance with guidelines. 
• Brief staff on promotional and product launches; provide regular feedback on sales performance. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & Management:

• With the support of the HR Business Partner, the Branch Manager has the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff. 
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
• Responsible  for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and  will be held accountable for lapses in the branch 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Manage performance /disciplinary issues/grievances for staff. 
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance

• To ensure implementation and compliance with operational policies and procedures at the branch and maintain a culture within the branch that emphasizes and demonstrates the importance of internal control to all staff.
• Ensure compliance with agreed limits of authority and levels of access to systems and information.
• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. Any such inconsistent activities or transactions must be investigated and reported to the compliance function immediately with a clear basis of suspicion. 
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts escalated by the branch staff. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all staff within the branch are trained and have an Up to Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Identify major risks affecting the branch and ensure necessary steps are taken to measure, monitor, and control structure with control activities defined at each level and duties properly segregated.
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks
• Identify any high – risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high- risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Ensure that all staff within the branch are trained and have an Up To Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Examine and ensure that relevant bank documents, records, procedures and systems are followed and comply with the established policies, procedures, and authority limits, including AML/CFT/CPF.
• Track previously identified deficiencies and ensure management corrects them within established timelines
• Assess the adequacy of recordkeeping and record-retention processes
• Assure compliance by the bank to statutory and regulatory obligations in respect of money laundering/terrorism financing/proliferation financing policies, procedures and controls.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master degree will be an added advantage.

WORK EXPERIENCE

• Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years  should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

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ICT Risk and Data Protection Analyst at Sidian Bank

JOB PURPOSE

The role holder will assist in providing continuous independent assurance of the Bank’s Information Communication Technology (ICT) Risk and Data Privacy framework as regards to Governance, IT Risk Assessments, Risk Response & Reporting, Information Security, Privacy Architecture and Data Lifecycles of Bank’s IT assets, projects and processes. The role holder will also assist in ensuring that ICT and Data Privacy risks are managed in compliance to the Bank’s policies, laws, regulatory guidelines and applicable standards.

KEY RESPONSIBILITIES

• Carry out ICT risk assessments of the Bank’s systems and provide recommendations of appropriate and adequate IT security controls to mitigate and minimize ICT Risks.
• Participate and coordinate updating ICT Risks registers.
• Promote Information security awareness within the Bank by providing consultation, guidance and conducting relevant awareness programs to ensure an Information Security complaint culture.
• Proactively anticipate potential threat and vulnerabilities and provide guidance in coordination with the IT department on effective responses or control measures to be implemented to mitigate them.
• Support the operationalization and update of Business Continuity Program (BCP) and Disaster Recovery (DR) test plans to ensure that the Bank can continue to function and meet its regulatory obligations in the event of an unforeseen circumstances.
• Working with IT Department, coordinate the development of Business Impact Analysis (BIAs) in line with the Bank’s risk management framework.
• Support Data Protection Program by providing analysis and documentation of data processing operations, data flow, services, applications, etc. and to contribute to the identification of Data Privacy risks, risk mitigation in order to comply with Kenya Data Protection Act and the Bank’s policies.
• Work with other members of the Data Protection team to action and administer the Data Privacy Impact Risk Assessments (DPIAs), identifying where assessments are required and working with business. stakeholders to drive completion of DPIAs, maintaining full and complete records and timetables for review.
• Support Red Teaming exercises by simulating advanced persistent threat (APT) scenarios, testing the effectiveness of security controls, identifying exploitable vulnerabilities across systems and applications, and working with stakeholders to strengthen detection and response capabilities.
• Keep up to date with emerging information security trends, and understand, relevant laws and regulations such as data privacy laws.
• Execute any other duties and projects that may be assigned to you by the Line Manager or/and Head of Department.

ACADEMIC BACKGROUND

• Bachelor’s degree in Information Technology, Computer Science, Cybersecurity or another IT related field.

WORK EXPERIENCE

• At least 5 years in Information Technology with proven hands on experience in Information Security, IT Risk, IT Audit or Cyber Security role.

SKILLS & COMPETENCIES

• Understanding of ICT risk, Data Privacy Risk and systems security control processes.
• Knowledge of Information Security related frameworks/ Regulations such as CBK Cyber Security Guidelines, ISO 27001, ISO 27002, NIST Cyber Security Frameworks, COBIT, PCI DSS, Swift Customer Cyber Security Programme etc.
• Understanding of Information systems Architecture and operational practices.
• Appreciation of IT Risk Assessment and Audit Methodologies.
• Knowledge of cybersecurity good practices (Identity and Access Management, Data Protection, Penetration Testing etc.)
• Knowledge of Data Protection & Privacy laws Regulation such as the Kenya Data Protection Act and/or the EU General Data Protection Regulations (GDPR).
• Highly proactive and able to work independently.
• Excellent written communication skills, demonstrating the ability to document with purpose, clarity, and accuracy.
• Strong inter-personal and group/team process skills, problem-solving and judgment skills.
• Strong systems thinking and analytical approaches to problem solving.

PROFESSIONAL CERTIFICATION

• Professional qualification in IT Security, IT Risk, IT Audit & Data Privacy such as CISA, CISM, CISSP, CEH, CRISC, Security +, CCISO, CTIA, CND, CIPM, CDPSE or equivalent will be an added advantage.

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Manager – Treasury Middle Office at Sidian Bank

JOB PURPOSE

The middle office provides support for both day to day operations as well as strategic functions within the treasury department. Its main role includes monitoring risks while also improving processes and systems, for better efficiency. The job holder will be responsible for treasury middle office function with a fundamental role of enhancing control in the following ways;

• First-hand trading risk management & validation of dealing process separation
• Independently validating positions taken and margins applied
• Evaluating the effectiveness of trading control systems
• Detection and escalation of trading errors
• Tracking and enforcing stop loss limits
• Detection and escalation of fraudulent activities & unethical trading practices
• Monitoring of unauthorized proprietary trading
• First-hand enforcement of statutory compliance in regards to Currency Positions
• Enforcement of policy controls on dealing room personnel and practice requirements
• Assessing treasury funding gaps and developing funding proposals
• Processing treasury transactions in the treasury management system, analyzing treasury risk and reporting
• Provide wider support to all of the Bank’s treasury front and back office activities to ensure segregation of duties at all times
• The role is responsible for providing an analysis, development and optimisation of balance sheet management strategies with a view to ensure that there is a robust risk and control management framework to cover market risk and treasury operational risks within the risk appetite set by ALCO
• He/she will also be responsible for monitoring, reconciling and reporting on the P&L account

KEY RESPONSIBILTIES 

• Independent Risk controller
• P & L Reconciliation – Foreign Exchange / Financial Institutions / Money Markets 
• Revaluation data & Deal control
• Audit and Financial Control
• Treasury Reporting

MAIN ACTIVITIES

Independent Risk Controller

• Identify all material risk factors related to credit, operational, market and liquidity risk e.g. C/party exposures, procedures, inflation, interest rates, exchange rates, etc. and to be able to quantify the effect thereof on the existing positions daily;
• Ensure that the overall Bank and treasury stays within regulatory limits set by the Regulator and internal limits through daily accurate reporting;
• Provide expert advice during roll out of new treasury products/ treasury technology.;
• Analyzing and modelling treasury risks i.e. interest rate risk, FX risk (transaction and translation), commodity risk etc.;
• Review the current treasury policy and propose any changes that may add value to the policy and the wider treasury function of the Bank;
• Monitor compliance of all  treasury activities relative to policies and market best practices;
• Maintaining the treasury risk register and ensuring it is up to date at all times and effectively communicated and that actions are taken by relevant stakeholders;
• Championing the Bank’s bank account management process i.e. opening, maintenance and closing of bank accounts;
• Monitor and measure the compliance of portfolio risks within the trading book, AFS book or HTM book with an eye on limits and guidelines set internally and by the regulator daily.

P&L Reconciliation

• Daily compute the contribution of each product, dealer and transaction to the P&L of the bank and report to stakeholders through a P&L tracker;
• Verify that reported daily positions are correct and that the treasury position reconciles with the general ledger;
• Reconcile the P/L report daily (Both FX & MM) and escalate off market trades, Canceled & Amended trades or any issues to Financial Risk and Treasury;
• Obtain daily P/L report estimates and P/L report sign offs from Treasury and keep track of the same;
• Management of Month-end FCY PL sweeps by notifying dealers of possible Position impact while ensuring no PL impact;
• Championing  the bank’s treasury deals confirmation (including confirmation matching) and settlement processes.

Revaluation data & Deal Control

• Championing the accounting valuation/revaluation processes of all treasury instruments i.e. mark-to-market valuations of all financial instruments;
• Report the outcomes of each measure of risk (Interest, liquidity or exchange) to immediate supervisor in accordance with set policies and procedures. e.g. NOP (net overnight open position), PVO1, MTM, NII, VAR etc.;
• Daily report on the CBK and Nostrum closing balances to the immediate supervisor to ascertain efficient placement of funds;
• Management of Inter-desk Funding between the ALM desk and Trading desks (Fixed Income/FX);
• Daily verification of End of Day rates as well as End of month Fixed Income and FX revaluation;
• Ensure appropriate deal booking policy/models are used by the TFO especially on rollout of new products and new systems;
• Assist to maintain day-end and month-end data to enable reporting on current and historical compliance or non-compliance with limits and guidelines, with appropriate commentary over daily, weekly, monthly, quarterly or annual periods;
• Off Market Rate Deal reporting across all asset classes (FX, Money Markets, and Securities) by jointly with Market Risk establishing and monitoring thresholds;
• In liaison with Risk, Capture End of Day Market Rates for FX (including swap points for valuation of FX swaps and Forwards) in T-24 system or treasury transaction processing system;
• In Liaison with Risk, Capture End of Day Market Rates for Securities Held and Fair Value Through PL or OCI, in T-24 system or treasury transaction processing system;
• Exception reporting for Deals Cancelled and amended with PL impact for fair valued assets (FX and Securities).

Audit and Financial Control

• Through daily reporting; give prompt attention to risk exposures & breaches of limits and guidelines, including the development of risk mitigation strategies;
• Report daily on limits utilization, counterparty lines utilization, product breaches and trading limits breaches;
• Ensuring that all external debt and interest is properly accounted for and correctly reported on the company’s financial statements and working in conjunction with the finance function as required;
• Ensure Compliance with International Accounting Standards and International Financial Reporting Standards;
• Assist in analysis, investigation and closure of any audit issues highlighted in treasury;
• Conduct independent valuation of all Treasury products e.g. Interest Rate swaps, Forwards, FX Swaps, Bonds, Options, Overnight Index Swaps etc.;
• Championing the treasury function’s audit process for both internal and external audits including liaisons on an audit follow-up points;
• Ensure close liaison with other areas internal and external of Finance to ensure consistent adherence to policies and procedures.

Treasury Reporting

• Championing the treasury function’s reports pack preparation for various stakeholders i.e. board packs, due diligence packs, investors roadshow packs, new relationship report packs etc.;
• Prepare Models that help with product revaluation, Sensitivity analysis, Scenario Analysis, Stress testing to help with budgeting, MIS, ALCO decisioning;
• Produce TMO Pack documenting movements and highlighting P&L and Balance Sheet trends across the bank’s Treasury Products and Industry;
• Act as the contact person for treasury products internal and external reviews;
• Coordinate resolution of issues with cross functional teams, including front office, market risk, and operations;
• Provide support in preparation of business cases for new opportunities and products for the Treasurer to be presented to Asset Liability Committee (ALCO);
• Design/re-engineer exception-based Treasury reporting.

ACADEMIC BACKGROUND

• A first Degree in a relevant discipline i.e. accounting, financial management, economics, numerical or other scientific related disciplines.
• Advanced degree is an added advantage.

WORK EXPERIENCE

• A minimum of 4 years’ experience working in a treasury function either in a financial or corporate institution, preferably in the financial services industry.
• At least three years banking experience with exposure to Treasury function – front, middle or back office functions.

SKILLS & COMPETENCIES

• Practical Knowledge of Treasury products and Treasury risk management systems and operational processes with demonstrable skills application of market risk management methodologies and tools;
• Good communication skills with strong personality and ability to work with minimum supervision;
• Solid grounding in financial systems database methodologies and financial modelling;
• Solid experience in working with Treasury Management Systems;
• Advanced Excel skills and computer literacy (e.g. SQL, Crystal Reports);
• Prompt and accurate reporting for decision making;
• Timely production of exception reports and explanation of dealer estimates vs actuals.

PROFESSIONAL CERTIFICATION

• Qualified accountant (CPA/ACCA or their equivalent); member of ICPAK
• Recognized Professional Qualification in Treasury will be a strong added advantage.
• ACI accreditation or Risk Management certification. CPA/ACCA qualification is desirable.

How to Apply:

Relationship Manager – Nairobi Region at Sidian Bank

JOB PURPOSE

The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Personal Leadership & Development
• Risk & Compliance

Branch Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
• Prepares a personal action plan that contributes to the overall branch budget.

Business Growth & Development:

• Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
• Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a new customer base by expanding markets and cross selling the bank products.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
• Leverage position as a trusted advisor to the customers to proactively manage PAR.
• Utilize the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable

Marketing & Brand Management

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
• Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.

Personal Leadership & Development:

• Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path in the bank. 
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Risk & Compliance:

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. 
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date. 
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy.
• Portfolio management as per policy.
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
• KYC compliance as per policy.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 7 years’ experience in retail banking and/or commercial banking including a minimum of 4 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Manager – Enterprise Risk Management at Sidian Bank

Manager – Enterprise Risk Management

Last Updated: 15th Aug, 2025

Department: Enterprise Risk Management

Reports to: Head, Enterprise Risk Management

Apply by: 31st Aug, 2025

JOB PURPOSE

To lead the development, implementation, and continuous improvement of the Bank’s Enterprise Risk Management framework, with a strong focus on financial risks (market, credit, and liquidity) and regulatory capital adequacy.

The role will ensure that risk governance meets industry best practices and regulatory standards, including Basel requirements, ICAAP, and Pillar 1 & 2 risk management.

KEY RESPONSIBILITIES AND ACTIVITIES

ERM Framework & Policy 

• Develop and uphold ERM policies, procedures, and risk appetite statements, focusing on the governance of financial risk. 
• Ensure conformity with ISO 31000, COSO ERM, Basel III/IV, IFRS 9, and relevant local regulations (CBK Prudential Guidelines). 
• Facilitate the incorporation of market and credit risk evaluations into the Bank’s strategic plan.

Risk Identification & Assessment 

• Perform risk assessments across various portfolios, business sectors, and investment offerings.
• Recognize new risks associated with fluctuations in interest rates, foreign exchange volatility, credit risks, counterparty defaults, and liquidity shortfalls. 
• Sustain an evolving risk register that includes quantitative models for assessing risks including market, liquidity, and credit risk.

Market Risk Management

• Monitor exposures to interest rate, foreign exchange, equity, and commodity risks.
• Conduct stress testing, Value at Risk (VaR) assessments, sensitivity analyses, and scenario evaluations.
• Propose strategies and actions to mitigate market risk.

Credit Risk Management

• Supervise the processes for assessing credit risk across retail, corporate, and interbank exposures.
• Keep track of portfolio concentration, credit ratings, counterparty limits, and trends in non-performing loans (NPL).
• Enhance credit risk underwriting standards in partnership with business units.

Liquidity & Capital Adequacy

• Monitor liquidity shortfalls, funding sources, and adherence to LCR and NSFR ratios.
• Assist in documenting and implementing the Bank’s the Internal Capital Adequacy Assessment Process (ICAAP) processes to ensure alignment with industry best practices.
• Guarantee the proper identification, monitoring, and control of Pillar 1 risks (credit, market, operational) and Pillar 2 risks (concentration, IRRBB, strategic, reputational, etc.).
• Facilitate capital planning to satisfy current and anticipated capital needs.
• Support the Internal Liquidity Adequacy Assessment Process (ILAAP).

Risk Monitoring & Reporting

• Establish Key Risk Indicators (KRIs) based on Bank risk taxonomy to include market, credit, and liquidity risks.
• Create dashboards, exposure reports, and presentations for the board.
• Report any breaches of risk appetite and coordinate corrective actions.

Governance & Compliance

• Support (internal and external) audits and regulatory inspections concerning risk management and capital adequacy.
• Ensure adherence to CBK Prudential Guidelines, Basel standards, IFRS 9, and other relevant frameworks.
• Communicate with regulators regarding market, credit, and ICAAP-related issues.

Business Continuity & Crisis Management

• Incorporate financial risk and capital adequacy stress scenarios into Business Continuity Planning (BCP) and Disaster Recovery Planning (DRP) testing.
• Lead contingency planning testing efforts for market disruptions and systemic shocks.

Training and Awareness

• Enhance capacity in the areas of enterprise risk management and capital adequacy principles.
• Deliver specialized ICAAP and ERM training sessions to management and essential personnel.
• Drive enhancement to team performance and achievement of team goals
• Provide staff with leadership and guidance to improve their work product and increase client effectiveness
• Any other duties assigned by Head Enterprise Risk Management

KNOWLEDGE, SKILLS & EXPERIENCE

Qualifications & Experience:

• Bachelor’s degree in Finance, Risk Management, Economics, Accounting, or related discipline.
• Professional certifications: FRM, CFA, CPA, CRM, or equivalent.
• Minimum 7 years’ experience in financial risk management, with at least 2 years in a managerial role.
• Proven ICAAP, market risk, credit risk, and capital adequacy expertise.
• Masters Degree is an added advantage in Finance, Economics, Risk

Skills & Competencies:

• Strong analytical and quantitative skills; proficient in risk modelling tools.
• Deep understanding of Basel capital and liquidity requirements.
• Skilled in stress testing and capital planning methodologies.
• Strong stakeholder engagement and communication abilities.
• Thorough understanding of CBK regulatory framework
• Ability to understand and interpret financial information and principles.

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Branch Manager – Kapsabet Branch at Sidian Bank

Last Updated: 15th Aug, 2025

Department: Branch Banking

Reports to: Head – Branches

Apply by: 31st Aug, 2025

JOB PURPOSE

The jobholder will Coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching and discipline of staff to assure appropriate proper branch sales and customer service given the Bank’s branch staffing model; and adherence to policies and procedures. 

KEY RESPONSIBILTIES 

• Branch strategic input and planning
• Business Growth & Development
• Marketing & Brand Management
• Relationship Management & Customer experience
• Branch Operations
• Leadership & People Management 
• Personal Leadership & Development
• Team Leadership & Management
• Risk & Compliance

MAIN RESPONSIBILTIES 

Branch Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Ensure Growth in NII (Net Interest Income) for branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth &  Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
• Responsible for the Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending. 
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Marketing & Brand Management:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. 
• Ensure that merchandising materials are displayed in accordance with guidelines. 
• Brief staff on promotional and product launches; provide regular feedback on sales performance. 
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business. 
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses. 

Relationship Management & Customer Experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Manage key branch relationships.
• Ensure wait time within permissible limits as per segmental service approach and Sidian brand standards.
• Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
• Ensuring no escalations at branch and complaint handling.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.

Branch Operations:

• Ensure the branch is opened and closed on time as per CBK requirement and any escalation where the same is not met.
• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.
• Adhere to standardized branch guidelines.
• Ensure availability of necessary infrastructure in branch.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Ensure all branch staff follow the laid down branch opening procedure and other branch operations policies and procedures.
• Ensure adequate staffing at start of day and report any absence as it may have an impact on service delivery.

Leadership & People Management:

• With the support of the HR Business Partner, the Branch Manager has the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff. 
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
• Responsible  for the overall Risk and Compliance activities in the branch set up and therefore must ensure compliance in all areas by Branch Staff and  will be held accountable for lapses in the branch 
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Manage performance /disciplinary issues/grievances for staff. 
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Personal Leadership & Development:

• Manage self by showing drive and motivation, an ability to self-reflect and a commitment to learning.
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect.
•  
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT).
• Work Collaboratively Collaborate with others and value their contribution.
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes.
• Think and solve problems, analyze and consider the broader context to develop practical.

• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.

Team Leadership & Management:

• With the support of the HR Business Partner, the Line Manager has the ultimate responsibility for the Human Resource Management of the team and consults with HR on clarity and interpretation of the HR policy;
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes and contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures;
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by leading regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans;
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients;
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities

Risk & Compliance

• To ensure implementation and compliance with operational policies and procedures at the branch and maintain a culture within the branch that emphasizes and demonstrates the importance of internal control to all staff.
• Ensure compliance with agreed limits of authority and levels of access to systems and information.
• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose. Any such inconsistent activities or transactions must be investigated and reported to the compliance function immediately with a clear basis of suspicion. 
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts escalated by the branch staff. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all staff within the branch are trained and have an Up to Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Identify major risks affecting the branch and ensure necessary steps are taken to measure, monitor, and control structure with control activities defined at each level and duties properly segregated.
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks
• Identify any high – risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high- risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted   to senior management for approval.  Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated. 
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Ensure that all staff within the branch are trained and have an Up To Date understanding of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing environment.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Examine and ensure that relevant bank documents, records, procedures and systems are followed and comply with the established policies, procedures, and authority limits, including AML/CFT/CPF.
• Track previously identified deficiencies and ensure management corrects them within established timelines
• Assess the adequacy of recordkeeping and record-retention processes
• Assure compliance by the bank to statutory and regulatory obligations in respect of money laundering/terrorism financing/proliferation financing policies, procedures and controls.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.
• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.
• Approval of staff leave.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master degree will be an added advantage.

WORK EXPERIENCE

• Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 years should be at a management role.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

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