Branch Manager – Central Region at Sidian Bank

Recruit candidates with Ease. 100% recruitment control with Employer Dashboard.We have the largest Job seeker visits by alexa rankings. Post a Job Company: Sidian Bank Location: Kenya State: Nairobi Job type: Full-Time Job category: Banking Jobs in Kenya Resubmit your Resume Today. Click Here to Start

• 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. • 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.