Job Purpose:

To manage the day-to-day operations of the high-volume Kariakoo Service Center, focusing on efficient customer service, transaction processing, and seamless support for digital and self-service channels. Ensure the center operates as a model of speed and accuracy.

Key Responsibilities:

Service Operations Management:

• Oversee all over-the-counter transactions (deposits, withdrawals, transfers, bill payments, cheque processing) with zero errors.
• Manage queue flow, peak-hour scheduling, and service points (tellers, kiosks, self-service zones).
• Ensure sufficient cash and teller balancing at all times.

Customer Experience:

• Lead a customer-first culture to minimize wait times and complaints.
• Handle escalated customer issues and ensure timely resolution within SLA.
• Collect feedback and implement improvements to service delivery processes.

Digital & Self-Service Support:

• Promote usage of ATMs, mobile banking, and internet banking to decongest the service center.
• Assist customers with onboarding to digital platforms and troubleshooting.

Team Supervision:

• Directly supervise Customer Service Officers, Tellers, and Enquiry Desk staff.
• Conduct daily huddles, coach on service etiquette, and manage shift rosters.
• Monitor individual performance on transaction volumes and accuracy.

Risk & Compliance:

• Enforce strict Know Your Customer (KYC), Anti-Money Laundering (AML), and data protection standards.
• Perform spot checks on cash, ATM reconciliations, and teller variances.
• Report any suspicious activity, fraud attempts, or operational gaps.

Reporting & Administration:

• Prepare daily transaction summaries, error logs, and customer service reports.
• Manage service center consumables, forms, and equipment maintenance.

Qualifications & Experience:

• Diploma or Bachelor’s degree in Business Administration, Finance, or related field.
• Minimum 3–5 years of banking operations experience, with at least 2 years supervising a service or branch operations team.
• Proficiency in core banking systems and Microsoft Office.
• Excellent problem-solving and conflict resolution skills.

• Oversee all over-the-counter transactions (deposits, withdrawals, transfers, bill payments, cheque processing) with zero errors.
• Manage queue flow, peak-hour scheduling, and service points (tellers, kiosks, self-service zones).
• Ensure sufficient cash and teller balancing at all times.
• Lead a customer-first culture to minimize wait times and complaints.
• Handle escalated customer issues and ensure timely resolution within SLA.
• Collect feedback and implement improvements to service delivery processes.
• Promote usage of ATMs, mobile banking, and internet banking to decongest the service center.
• Assist customers with onboarding to digital platforms and troubleshooting.
• Directly supervise Customer Service Officers, Tellers, and Enquiry Desk staff.
• Conduct daily huddles, coach on service etiquette, and manage shift rosters.
• Monitor individual performance on transaction volumes and accuracy.
• Enforce strict Know Your Customer (KYC), Anti-Money Laundering (AML), and data protection standards.
• Perform spot checks on cash, ATM reconciliations, and teller variances.
• Report any suspicious activity, fraud attempts, or operational gaps.
• Prepare daily transaction summaries, error logs, and customer service reports.
• Manage service center consumables, forms, and equipment maintenance.

• Proficiency in core banking systems and Microsoft Office.
• Excellent problem-solving and conflict resolution skills.

• Diploma or Bachelor’s degree in Business Administration, Finance, or related field.
• Minimum 3–5 years of banking operations experience, with at least 2 years supervising a service or branch operations team.