KIPRONO MUTAI NATHAN

• Ensure overall operational readiness and efficiency of the branch infrastructure including premises, ATMs, CBS systems and physical security requirements.

• Daily checking of all the transfer/transaction vouchers and ensuring that the same are properly stitched and filed properly in a fireproof cabinet or area.

• Responsible for all operational activities in Cash, Clearing, RTGS and Transfers.

• Responsible for Inward Clearing & Standing Instructions.

Manage cash holding and liaising with the Manager, Operations Excellence and Service Delivery to meet branch targets reflecting risk and non-productive assets reduction in order to ensure that there is enough cash/change in the branch and any excess cash should be notified to the RTGS team for transmission to respective nostro accounts as shall be advised.

• Provide an effective administrative function for the branch.

• Ensure that customer service standards are set and maintained in line with the requirements of each business\market segment.

• Ensure that customer complaints are monitored, trends and root causes identified and addressed at source to prevent recurrence.

• Drive Forex business in branches

• Drive usage of money transfer services.

• Drive usage of SWIFT transactions at the branch

• Drive cheque book issuance and usage

Participating in branch management and branch credit committee.

• Accountable to comply with the bank policy, procedures, SLAs including fraud prevention internally and externally as contained in the Kenya Bankers Association Security Manual.

• Adhere to all the due diligence measures when establishing customer relationships as enshrined in the Bank's AML, KYC & CFT policies, procedures and guidelines.

Adhere to AML, KYC & CFT policies in processing of all transactions and compliance to the POCAMLA act.

Monitor, on a continuous basis, all transitions to ensure that unusual and suspicious transactions are reported to the Compliance Manager.

• Ensure that laid-down instructions are adhered to by all areas under control.

• Identify major risks affecting the support function and ensure the necessary steps are taken to measure, monitor and control these risks.

• Monitor internal controls to ensure their adequacy and effectiveness.

• Ensure effective compliance with agreed limits of authority and levels of access to systems and information.

• Performance tracking and presenting branch performance during branch meeting.

• Support business development through generation of sales leads and escalation to the Branch manager.

• Managing staffing levels at the counter (Tellers) and customer service officer.

• Balance physical cash against teller cash account at every end of day and report any differences to Branch operations supervisor.

• Daily completion of the Cash on hand Summary sheets or cash on hand register and ensure that it is signed by both the Teller and branch operations supervisor.

• Ensure that cash in till, date stamps and all security documents are locked in the Vault at end of each day

• Ensure that all the Cash transaction vouchers are verified, validated and filed daily.

• Maintain the security and confidentiality of the company and customer information

• Ensure high standards of customer service by achieving the set standards.

• Prepare bankers cheques as per customers’ instructions.

• Contribute to business growth by generating sales leads and cross selling

• Monitor, on a continuous basis, all transitions to ensure that unusual and suspicious transactions are reported to the Money Laundering Reporting Officer (MLRO)

• Obtain, verify and maintain proper identification of customers wishing to make transactions whether directly or through proxy.

• Adhere to all the due diligence measures when conducting transactions as enshrined in the Bank's AML, KYC & CFT policies, procedures and guidelines

• Assist subordinates in generating meaningful and value-added customer solutions, thereby achieving maximum business development.

• Met deadlines by proactively managing individual and team tasks and streamlining processes.
• Performed monthly compliance checks.

• Cash cheques and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
• Receive cheques and cash for deposit, verify amounts and authenticity of currency, and check accuracy of deposit slips. • Examine cheques for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents.
• Adhere to the laid down policies and procedures when processing deposits or withdrawals.
• Ensure compliance to account mandate on signatories while processing transaction.
• Balance physical cash against teller cash account at every end of day and report any differences to Branch operations supervisor.
• Daily completion of the Cash on hand Summary sheets or cash on hand register and ensure that it is signed by both the Teller and branch operations supervisor.
• Ensure that cash in till, date stamps and all security documents are locked in the Vault at end of each day Ensure that all the Cash transaction vouchers are verified, validated and filed daily.
• Maintain the security and confidentiality of the company and customer information.
• Ensure high standards of customer service by achieving the set standards.
• Prepare bankers cheques as per customers’ instructions. Contribute to business growth by generating sales leads and cross selling
• Monitor, on a continuous basis, all transitions to ensure that unusual and suspicious transactions are reported to the Money Laundering Reporting Officer (MLRO)
• Obtain, verify and maintain proper identification of customers wishing to make transactions whether directly or through proxy.
• Adhere to all the due diligence measures when conducting transactions as enshrined in the Bank's AML, KYC & CFT policies, procedures and guidelines

• Promoted company brand and unique offerings through personalized customer service.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Delivered prompt service to prioritize customer needs.
• Investigated and resolved customer inquiries and complaints quickly.
• Increased efficiency and team productivity by promoting operational best practices.
• Met customer call guidelines for service levels, handle time and productivity.

• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Maximized customer retention by resolving issues quickly.
• Provided sales and customer service assistance to walk-in traffic
• Cultivated lasting rapport with key industry clients by providing accurate pricing and credit terms to meet customer objectives.
• Increased profitability and pipeline development by leveraging multiple sales strategies and distribution channels.
• Retained consistent client base by conducting market research to develop brand strategy.
• Improved sales by managing sales lifecycle from lead generation through contract negotiations and closings.