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Service Quality & Compliance Manager Full-time Job

2 months ago   Accounting & Finance   Dar es salaam   333 views Reference: 742
Job Details

Service Quality & Compliance Manager

Job Summary:

The SQC Manager is responsible for effective and efficient management and coordination of the Banks Resources, Operations Processes in order to deliver excellent Customer Service while mitigating operational risks.

Job Details


  • Effective and efficient management of Bank resources
  • Coordination of operations processes
  • Mitigating against operational risks


  1. Service Quality
  • To offer customer satisfaction through operational effectiveness, efficiencies and customer complaints resolution.
  • To ensure adequate resourcing of front office positions for cash and non cash tellers including the ATMs.
  • Ensure proper cash management within the branch and maintain sufficient cash reserves for daily transactions.
  • Proactively coordinate the education, coaching, training and support in the branch team to ensure all staff are technically developed and trained in all aspects of Branch operations, and compliance in order to deliver efficient service delivery.
  • Ensure Business continuity and optimal resource allocation/utilization.
  • Consulting within the branch to provide feedback and opinions with regard to new projects/processes/initiatives based on various requirements by specific areas.
  1. Compliance
  • Coordinate and provide support to branch to ensure risks are proactively managed through the embedded process of proactively identifying, assessing, mitigating, and controlling, monitoring, measuring and reporting all events that have risk exposure potential.
  • Preparing reports to the chain of command and Group Risk function all risks identified to facilitate prudent risk mitigation strategies.
  • Ensure branch registers &KRIs are kept up to date, and event/loss incidents are maintained
  • Maintain focus on ethical conduct in the branch at all times in order to safeguard and enhance the banks reputation for probity, transparency and accountability.
  • Coordinate compliance with anti-money laundering policies and procedures as guided by the Operations Manual and the AML/KYC manuals.
  • Together with the Retail Region Teams & Branch Management ensure effective resolution of Audit issues.
  • Periodically conduct self-assessment to ensure continuous adherence to policies and procedures
  • Ensure adherence to policies, processes, procedures as per documented operating standards (e.g. SOPS) In order to enhance internal controls in order to reduce frauds and forgeries.


  • Sales -PB/BB/RB or Sales Manager
  • Credit experience
  • Banking Ops - Cash, Clearing, Accts & Admin.
  • Customer service/Relationship Mgt.
  • Branch Manager Medium Branch


  • Required field of qualification, Bachelor's degree in business administration, economics, marketing or related field.
  • Professional qualification from recognized institution is essential requirement.
  • Masters degree is an added advantage.
  • A minimum of 5 years experience in the role

Deadline :2022-10-03 00:00:00

Company Description
KCB Group is registered as a non-operating holding company which started operations as a licensed banking institution with effect from January 1, 2016. The holding company oversees KCB Kenya incorporated with effect from January 1, 2016 and all KCBs regional units in Uganda, Tanzania, Rwanda, Burundi, Ethiopia and South Sudan. It also owns KCB Insurance Agency, KCB Capital, KCB Foundation, National Bank of Kenya and all associate companies. The holding company was set up to among other things to enhance the Groups capacity to access unrestricted capital and also enable investment in new ventures outside banking regulations, achieve operational and strategic autonomy for the Groups operating entities and enhance corporate governance across the Group and oversight in management of subsidiaries.

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