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Branch Operations and Customer Experience Manager

Responsibilities

  • Following the successful acquisition of majority stake in a local Microfinance Bank, the plan is to relocate the existing branch to a more appropriate building. The BOCEM will lead in this activity.
  • Ensure the branch set-up is always compliant to the requirements of the CBK.
  • Ensure all processes are followed as defined in the Branch Operations manuals.
  • Ensure specific processes stipulated in the Microfinance Act, Prudential guidelines and any other legislations are complied with.
  • Set up and agree on TATs and Service Level Agreement between departments and ensure the branch always meets its TATs and SLAs.
  • Ensure counter services are carried out efficiently and accurately and ensure customer requests for transaction processing, information requests and customer complaints are expedited while ensuring customer experience complies with the set standards.
  • Ensure all outsourced services comply with the requirements of CBK regarding business process outsourcing
  • Guide and offer recommendations for resolution of all customer complaints in order to improve overall customer experience.
  • Ensure compliance with AML/CFT regulations and KYC guidelines and work with the relevant departments to ensure all staff are trained on AML/CFT at least once in every two years.
  • Participate in budgeting for the branch and ensure all variable costs pertaining to branch operations and customer experience are maintained at an optimum level and within budget to ensure branch efficiency.
  • Ensure the branch is secure by ensuring the security arrangements are in place when the branch is open and after closure.

Qualifications and Experience

  • Bachelors degree from a recognized university
  • 2-3 years experience in a similar role in a regulated financial institution.
  • Must have a good grip of the CBK Prudential Guidelines, CBK Risk Management Guidelines, the Kenya Banking Act and the Kenya Microfinance Act (2016)

Finance Manager

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Responsibilities

  • Lead the annual budget process, forecasting and all other financial planning exercises in consultation with the CEO.
  • Provide timely, accurate and insightful monthly management accounts to Management and the Board.
  • Track and report actual financial performance versus budget and forecast, ensuring that any material variances are immediately explained and brought to the attention of Management.
  • Prepare (supported by the Finance Shared Service Center – FSSC) and deliver all financial related regulatory returns in a timely manner.
  • Prepare (supported by the FSSC) all reporting for the Assets and Liabilities Committee (ALCO) and present at ALCO, sharing insights and making appropriate recommendations.
  • Lead all Treasury activities, including but limited to, Liquidity Management and Capital Planning.
  • Responsible for tax reporting, compliance and planning (working with the FSSC).
  • Ownership for the IFRS 9 Model, ensuring all assumptions are current and appropriate and that the outputs are accurate.
  • Relationship Management – manage relationships with the FSSC, External Auditor, Tax Advisors and any other financial advisors.
  • Monitor all regulatory financial ratios and trigger management action in case there is a deterioration of any ratios that may lead to a breach.
  • Manage the annual external audit process, ensuring that the audit is completed in an efficient and timely manner and the Audited Financial Statements are accurate, signed and filed on time.
  • Assist to formulate the Internal Capital Assessment Adequacy Plan in liaison with the CEO and the Head of Risk Management.
  • Manage all receivables, payables and procurement (in accordance with Bank policy).
  • Maintain a register of all the Bank’s assets and ensure they are maintained well at all times.
  • Prepare draft audit accounts and coordinate with the external auditors and regulator inspection teams by availing all required information and records to aid the successful performance of external audits and inspections by regulator.
  • Coordinate other functions of finance namely:
    • Reconciliation
    • Management of Month end and year end procedures.
    • Payment of tax and statutory obligations
    • Record Keeping and archiving of financial administrative files
  • Manage payroll and ensure remittance of all statutory deductions to the respective agencies.
  • Coordinate HR activities including arranging for onboarding of new staff, handling separations and other staff matters
  • Manage bank accounts and ensure there is sufficient liquid funds while investing surplus cash in near cash financial instruments
  • Provide oversight and management to all operational functions.
  • Oversee the Bank’s insurance policies, pension schemes and all the Bank’s investments.

Qualifications and Experience

  • Bachelors degree in Accounting, Economics, Business or any other relevant field.
  • 2-3 years experience in a similar role in a regulated financial institution.
  • Professional qualification in Accounting – CPA(K) or ACCA.
  • Member of professional bodies like ICPAK.
  • Must have a good grip of the CBK Prudential Guidelines, CBK Risk Management Guidelines, the Kenya Banking Act and the Kenya Microfinance Act (2016)
  • Have in-depth accounting Knowledge

Credit Manager

Responsibilities

  • Formulating and implementing overall credit management policies and procedures
  • Ensuring the credit management procedure is implemented and is effective. This includes origination, analysis, approval, security perfection (if required), disbursement, and collections
  • Giving critical inputs for automation of the credit application and approval procedure.
  • Ensure individual loans risks as well as portfolio risks are well managed and kept below the Bank’s risk appetite.
  • Preparing well analyzed credit reports in relation to loan applications, disbursements, repayments, overdue accounts, recovery plans and risk exposures.
  • Carrying out Credit Risk management by identifying, assessing, and controlling risk in areas such as recovery, risk analysis, approval and disbursement as proposing appropriate recommendations.
  • Generate portfolio performance reports on a quarterly basis and presenting to the Board Credit Committee. The report must show the overall performance, health and compliance of the portfolio and must include :
    • Product performance
    • Portfolio migration matrix
    • Sectorial diversification schedule
    • Insider lending ratio
  • Report any malperformance of the systems and recommend improvements to the systems.
  • Ensure the Credit portfolio remains compliant with respect to the requirements of the local regulations.
  • Establish practical service level agreements with internal and external parties to ensure service to the customers experience is not impacted by internal procedures or service providers.
  • Ensure outstanding amounts are recovered and appropriate action is taken on difficult cases.
  • Hire external collection agencies and manage the relationship with them to ensure they deliver on their collection targets.
  • Input to predictive credit scoring models and liaise with the engineering team to automate the same.
  • Working with the Bank’s Finance Manager, ensure that all inputs into the Bank’s IFRS model are both appropriate and current and that the Bank’s provisioning policy is compliant with regulations.

Qualifications and Experience

  • Bachelors Degree in Accounting, Economics, Banking, Finance or any other relevant field.
  • 2-3 years experience as a credit manager or a similar role in a financial institution.
  • Understanding and experience of Behavioral Credit Scoring Models.
  • Good Understanding of credit management procedures.
  • Good knowledge and understanding of the CBK Prudential Guidelines, CBK Risk Management Guidelines, and the Kenya Microfinance Act
  • Excellent analytical skills with abilities to understand automated credit systems and propose critical inputs to improve the automated credit process.
  • Experience in reporting to a Board and a Board Committee.

General Manager

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Responsibilities

  • Formulation and execution of overall Bank’s strategy in liaison with the Board of Directors to ensure the Bank’s mission, vision, and goals are achieved.
  • Ensure critical reports and information are availed to the Board of Directors on a timely basis to ensure they have sufficient information for them to fulfill their responsibilities
  • Spearhead business growth initiatives and ensure customer growth is achieved in line with the strategy in place and take responsibility for the Bank’s P&L and Balance Sheet.
  • Perform business analysis periodically to stay aware of the industry and market changes
  • Provide leadership to senior management and all staff through performance management, employee growth and development, talent management, attracting and retaining talent, and creating a high-performance work environment.
  • Manage all stakeholders including Regulators, Suppliers, Customers, Staff, Investors, and Community to ensure that the Bank has optimal relations with all the stakeholders at all times.
  • Work closely with the Chair of the Board, and the Chairpersons of all other Board Committees to ensure matters escalated to the Board get appropriate attention and also to ensure all Board decisions are implemented effectively.
  • Set up Bank-wide KPIs in liaison with the Board and Senior Management to gauge the Bank’s performance.
  • Break down the strategy so formulated to SMART performance goals, ensure resources are allocated, assess staff performance, and ensure overall desired bank performance is achieved.
  • Ensure all risks inherent in the Bank’s activities, (Operational Risks, Credit Risks, Market Risks, regulatory risks, and liquidity risks) are assessed, mitigated, and monitored effectively.
  • Responsible for (working with the Finance Manager) preparing and presenting the annual budget, forecast updates and any other planning exercises, to the Board for consideration and approval.
  • Chair key management committees including but not limited to the Executive Committee (EXCO) and the Assets and Liabilities Committee (ALCO).
  • Working closely with the Market Execution Team, to deliver the Transition Plan on time and to a very high standard.

Qualifications and Experience

  • An honors first degree from a recognized university.
  • Master’s degree in Business Administration, Banking, Finance, or any other Business-related field would be an added advantage.
  • 5 years of experience in a similar role or in senior management in a bank
  • S/He must demonstrate good knowledge of the Microfinance Act, CBK Prudential Guidelines, Risk Management guidelines, Proceeds of Crime and Anti Money-Laundering Act (POCAMLA), and banking best practice.

Internal Audit and Risk Manager

Responsibilities

  • Responsible for presenting an annual Internal Audit Plan to the Board Audit and Risk Committee for consideration and approval,
  • The execution and reporting of results with respect to the Internal Audit Plan.
  • Ensuring that the Bank has a current and effective Risk and Control register in place.
  • Carrying out spot checks against the Bank’s Policies and Procedures and reporting the results of these spot checks to the Board Audit and Risk Committee.
  • Tracking and reporting on the progress of agreed Management Actions in relation to Internal Audits or spot checks.
  • Evaluate and assess the effectiveness and adequacy of the internal control systems.
  • Review the effectiveness of the entire risk management framework.
  • Review ICT systems, including the Core Banking system, Mobile banking services, and any other peripheral and independent systems used to process customer transactions and bank information (e.g., Payroll systems e.t.c)
  • Ensuring compliance with all regulations and reporting all breaches to management and the Board Audit and Risk Committee immediately.
  • Ensuring that all policies, procedures and process maps are current, appropriate and effective (responsible for oversight, not production which is the responsibility of the relevant business functional holders
  • Keeping abreast of all regulatory changes/ proposed changes and advising management appropriately.
  • Providing Risk Management and any other relevant training training to all staff.
  • Carry out Risk Assessments on new products and services.
  • Carry out Risk and Control assessments of all outsourced services.
  • Identify process breakdowns and operational loopholes and recommend mitigation measures and cost savings.

Qualifications and Experience

  • A Certified Pubic Accountant having completed the ACCA/CPA exams.
  • A member of the Institute of the Certified Public Accountants of Kenya (ICPAK)
  • An honors first degree from a recognized university.
  • Minimum of 5 years of Internal Audit/ Risk Management experience in a regulated Financial Institution.
  • S/He must demonstrate good knowledge of the Microfinance Act, CBK Prudential Guidelines, Risk Management guidelines, Proceeds of Crime and Anti Money-Laundering Act (POCAMLA), and banking best practice.

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