I&M Bank Agency Operations Officers

I&M Bank Agency Operations Officers
March 27, 2015 Job Description
I&M Bank, a leading Kenyan commercial banking group with a regional presence in 4 countries, is expanding its Agency Banking networks in major towns and in this regard we are seeking to recruit highly competent individual for the position of Officer – Agency Operations
Vacancy: Officer – Agency Operations
Ref: OAO/3/2015
Job Summary: The ideal candidates will be responsible for supporting the agency business on issues of operations, filing, appraisal preparations, report generations, troubleshooting, TAT and approvals.Key Duties and Responsibilities:
The Incumbent will report to the Manager, Agency Banking Operations and will be responsible for:
Ensuring the Bank acquires quality and worthwhile agents through diligent appraisal and assessment of agency files submitted from branches.
Providing operational support to branches by ensuring merchandising material, collaterals and other required tools of trade are supplied as required.
Ensuring that all agency banking files are updated, well stored, and easy to retrieve as per set guidelines.
Ensuring that the CBK/PG/15 guidelines are adhered to in agency appraisal, agent operationalization and CBK reporting.
Implementing audit findings and recommendations and ensuring compliance with the bank’s policies and procedures on Agency operations and documentation is adhered to fully.
Ensuring that the bank’s image and brand is protected at all times by ensuring that supervisors and branches have the right material and information for use at agent locations and to the Bank customers.
Championing customer experience; by engaging with various customers at the Agent locations while facilitating feedback to both the branch management and officers for remedial action to enhance customer WOW experience.
Ensuring the uptime of the system is 100% through constant tests/trials and troubleshooting.
Assisting in carrying out UATs in order to have a good system for use by the agents and customers.
Generating reports on the number of transactions, agency business growth and insights.
Performing any other duty as may be allocated by the Head of Agency Banking
Key Performance Measures
Market growth- number of agents approved
Touch and feel- Agency Distribution
Customer satisfaction score
Policies and procedures adherence
Agent product awareness score
Marketing campaigns
Customer brand awareness score
Desired Skills and Experience
Bachelors’ degree in Business related field and/or Business information technology
Working knowledge on agency banking operations, CBK/PG/15 and Agency systems.
Demonstrated ability to effectively analyze data and develop insights
Critical thinking skills.
Ability to work effectively in a fast-paced environment.
Demonstrated ability to develop effective working relationships and excel in a cross-functional environment.
Demonstrated track record of performing such functions.
Have a strong appreciation of banking technological requirements and needs.
Minimum 3 years’ experience in banking operations with a strong customer relations ability and strong appreciation of information, communication and technology. How to Apply
If you believe you meet the above requirements, send your application together with comprehensive curriculum vitae indicating your qualifications, present position, current salary, contact and names of three referees.
Your application should reach the below address on or before 10th April 2015.
Please quote reference number followed by the position applied for in the application.AGM- Human Resources
I&M Bank Limited
I & M Tower, Kenyatta Avenue
P.O Box 30238 – 00100,
NairobiOr email: recruit@imbank.co.ke
Only short listed candidates will be contacted.
Canvassing will lead to automatic disqualification