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Senior Operations Officer – Kilifi 


Branch operations supervisor; authorize and supervise both teller and customer service transactions, managing branch cash levels and ensure all customer instructions are accurately executed by branch officers.


Operations – 40%

  • Support succession plan by being a proxy to Assistant manager service delivery and customer service
  • Authorize all customer instructions and system related entries within the approved limits and ensure all KYC requirements are met before transactions are processed.
  • Carry out the role of bank signatory within the approved limit.
  • Custodian of vault, safety deposit lockers, ATM and branch keys
  • Ensure optimum levels of cash are maintained in the branch, manage cash within authorized limits and repatriate any excess cash to CBK.
  • Reconciliation of branch internal accounts and general ledgers on a daily basis and ensure exceptions are escalated as per policy.
  • Ensure 100% revenue collection in the branch
  • Ensure compliance with internal and external regulatory requirements.
  • Accounts Management; Verification of account opening, closing and amendments of static data documents, ensuring proper filling is done and all the FDR receipts and the account opening Documents are under lock and key.
  • Submit Risk and compliance self-assessment(RCSA) report to supervisor for Review

Customer Service/Experience – 30%

  • Timely resolution of customer queries and complaints in line with the set SLA and TAT
  • Log in and Update customer enquiries on CRM portal
  • Safeguard and promote the bank’s image at all times
  • Facilitate preparation of balance and audit confirmation reports
  • Avail customer instruments such as Prepaid, Debit, and Credit PINs within agreed time lines.
  • Fixed Deposits; Ensure booking and liquidation of fixed deposits and receipt of properly mandated instructions from the relevant personnel, to call clients on FD related issues
  • Safeguard and promote the Bank’s image at all times.

Audit and Risk – 20%

  • Ensure audit and risk ready environment on a daily basis to sustain branch business and prevent operational losses in the branch
  • Strict adherence and compliance to AML guidelines of the ban
  • Adherence to product guidelines and internal operational policies and procedures
  • Incident reporting as per the set up escalation matrix
  • Comply with respective Money Laundering prevention procedures and be alert at all times to unusual activity and report to assistant manager, BM, Risk and Head-Branch Operations
  • Generation and filing of reports
  • Reviewing the key register, ensuring that the key register is up-to-date with corresponding key holders

People management – 10%

  • Supervise tellers and customer service officer work
  • Organize and conduct service delivery and operations meetings in the absence of SDM
  • Teller, Customer Experience Advisor & SDM proxy.


Customers of this position

  • Branch staff, Central office staff.
  • Service providers
  • External & Internal Customers
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Knowledge; Skills and Experience required for this Role

Job Knowledge:

  • Have proper training and experience in teller and customer service role.
  • Sound knowledge of Banking Operations Best Practice and Methods.
  • Ability to grasp new ideas & concepts quickly.
  • Self-driven individual with the ability to work under pressure.
  • Passion for performance, team play and achievement in a competitive and dynamic environment


  • At least three years’ experience in a similar position in a reputable bank


  • Graduate from an accredited University preferably in Business related course.

Competencies required for this Role:

  • Adhering to Principles and Values
  • Planning and Organizing
  • Achieving Personal Work Goals and Objectives
  • Leading and Supervising
  • Delivering Results and Meeting Customer Expectations
  • Analytical & Innovative

Officer, Bancassurance


The core function of this role is to support the credit risk monitoring function by ensuring that all Bank loans and Bank financed assets are covered for insurance at all times and to manage exposures on loans and collaterals in strict compliance with the Bank’s approved Credit Policy and applicable regulatory requirements, following up on confirmation and renewal of insurance covers on disbursed loans and collaterals held.


Strategy – 10%

  • Play an active role in execution of SBM bank’s Growth strategy through credit risk mitigation by ensuring that all eligible loans and financed assets have current insurance covers from approved insurance underwriters.
  • Coordinating with the Bank’s appointed insurance agents, ensure claims are paid in a timely manner, customer queries with regards to insurance are resolved speedily documentary evidence kept for audit purposes.

Key Result Areas – 65%

  • Sending weekly schedules of newly disbursed loans to the appointed insurance agents for underwriting.
  • Ensure monthly and annual credit life and collateral insurance renewals by sending out client notifications via ICT department,
  • Liaise with Credit Risk department in computation and collection of sufficient premium to cover exposures.
  • Verification of insurance covers on collaterals as per credit document management process noting the bank’s insurable interest from underwriters
  • Management and updates on insurance cover for completed construction works with bank’s interest.
  • Update and share reports on collateral insurance renewals and exposures with Credit Department.
  • Match relevant insurance solutions to the bank’s products and advice on current market trends.
  • Terminate covers for liquidated loans/exposures, deceased and process credit life premium refunds to clients.
  • Facilitate insurance policy document shipping for bank’s custody and filing in client credit files.
  • Facilitate medical requests for exposures above Free Cover Limit per underwriter.
  • Process and guide claims settlement on loans and collaterals claims.

Compliance – 10%

  • Ensure adherence to banking policies and procedures in securing the facilities.
  • Ensure adherence to the Insurance Act in securing of loan book.

Human Resource – 10%

  • Participating in staff capacity building activities such as training and team building activities.
  • Train Credit Admin team on insurance product solutions and any other interested party/ies.
  • Creativity, innovation, flexibility, honesty and unexceptional integrity- Note, these items are the most important aspect in your day to day activities.

Others – 5%

  • Assist on any other tasks that may delegated by the Bank’s management/ the Manager – Credit Administration from time to time.


Direct Reports to this Position

  • N/A

Customers of this Position

  • All Departments in the Bank


Knowledge; Skills and Experience required for this Role

  • Excellent communication skills, both oral and written.
  • Computer literate and possessing excellent presentation skills.
  • Extensive knowledge and experience in bancassurance in Credit department of a bank.

Competencies required for this Role

  • University degree, preferably in Commerce, Economics or Business Administration.
  • A minimum of 3 years work experience in a commercial/ banking environment.
  • Understanding of and experience with Insurance products and processes

Problem Solving

  • Excellent analytical, problem identification and solving skills.

Officer, Archiving and Documentation


The overall responsibility of this role is to ensure that the Credit Files are maintained with the current information and to ensure that the files and the information in them are at all times secure.



  • To support he Bank’s Credit Risk Management Strategy through the proactive handling and management of the process for maintenance, custody and retrieval of Credit Files and related documents within the Bank;
  • To improve and maintain high standards of customer experience by meeting and exceeding set turnaround times in the retrieval of requested documents.


  • Support the branches and all other departments in regards to facility disbursement as may be necessary to access information and documents in the credit files;
  • To ensure the maintenance, storage, retrieval and archiving of Credit files and other credit records.
  • Act as the custodian of all credit files and valuable documents which must be kept away in the book room overnight;
  • Continuously Review and Recommend modifications in the filling procedures and overall document handling in line with the applicable Credit Policies and Credit Procedures to support bank as new processes are identified or as processes are modified;
  • To maintain the records of the movement of all credit files between the Credit Administration and other departments;
  • To ensure that access to credit files is controlled at all times
  • To support auditors (both internal and external) in accessing any credit information and document that they may need and ensuring the same is returned to custody;
  • To ensure that the documents in all credit files are arranged in a discernible order to facilitate proper filing and retrieval of documents
  • To maintain a positive attitude that promotes teamwork within the bank and a favourable image of the overall bank.
  • Any other such duties as may be assigned by the Head of Credit Administration


Customers of this Position

  • SBM Branches
  • Relationship Managers
  • All Bank Departments 


  • A University Degree in Business, Social Sciences or a related field from a recognized institution is a requirement.
  • Minimum of 2 years’ experience in Records Management, within a busy environment – experience in a Banking Environment will be an added advantage;
  • Knowledge of Customer relationship management is desired;
  • Strong analytical and problem solving skills.

Officer, Internal Audit


The job holder is responsible for evaluating adequacy, effectiveness and efficiency of the internal control systems and procedures as per the audit universe.


  • Using audit testing, identify key risk areas within the financial cluster and propose appropriate controls to mitigate the risks.
  • Apply a risk-based approach in the execution of the audit engagements or assigned ad-hoc investigations.
  • Prepare comprehensive working papers to support audit work performed and conclusions made.
  • Utilize data analytics to extract insights, supporting audit observations and make impactful audit recommendations.
  • Follow up with management to ensure that management actions have been effectively implemented.
  • Conduct effective exit meetings i.e. discuss audit findings and their impacts professionally and confidently with appropriate levels of the organization.
  • Ensure audit reports articulate gaps in the risk management processes, internal control deficiencies, and regulatory non-compliance.
  • Continuously engage with stakeholders to ensure agreed corrective actions have been effectively implemented.
  • Participate in the risk-based audit planning process that identifies units / processes that should be prioritized for audit.
  • Prepare audit plans for individual projects and document relevant planning memos.
  • Plan assigned activities and ensure adherence to the internal audit processes service level agreements to ensure timely completion of engagements.


Customers of this Position

  • All the departments of the Bank


Knowledge; Skills and Experience required for this Role

Academic and Professional Qualifications

  • Bachelor’s degree in Finance or related field
  • Relevant Professional Qualification (CPA/ACCA)
  • Member of a relevant professional body

Work Experience

  • 0-3 years of working experience in the financial sector is preferred

Skills and Competencies

  • Ability to write complex reports;
  • Analytical skills;
  • Quality work output;
  • Contributes to team;
  • Delivering Results and Meeting Customer Expectations;
  • Adhering to Principles and Values;
  • Coping with Pressures and Setbacks. 

Method of Application

Use the link(s) below to apply on company website.

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