Relationship Supervisor – Onboarding (Coast Region)

Job Description

Job Purpose:

The role is responsible for providing leadership to branch customer onboarding services team by ensuring 100% compliance on quality assurance for the daily accounts opened, adherence to the bank’s policy and procedure. Championing process improvement initiatives for accounts opening to ensure the smooth and efficient operation of services. identifying areas for improvement and implementing strategies to enhance account opening services

Key Responsibilities

Ensure adherence to customer onboarding Policies and procedure.
Provide leadership by mentoring, coaching, and ensuring high standard of performance and quality assurance at customer onboarding desk.
Ensure proper customer needs analysis is done to ensure appropriate cross/up sell of bank products and services.
Leading initiatives to drive a culture of continuous improvement within the Onboarding team.
Performance Reviews and Feedback: Providing daily performance feedback.
Adherence to Service Level Agreement (SLA) Management.
Ensure “right first time” data capture and KYC adherence.
Process Improvement – assessing accounts opening service delivery processes and workflows to identify opportunities for optimization and streamlining.
Providing training and coaching for the Customer onboarding team and the wider branch team.
Generate regular reports to track performance against branch set targets and compliance of the unit to onboarding requirements.
Ensure implementation of all directives from the management.
Any other duties that may be assigned from time to time

Qualifications and Experience

At least an Undergraduate Degree in a Business-related field from a recognized university.
Over 5 years working experience in the Banking sector, 2 of which must have been as an Account Opening or Onboarding Officer and/or acting as an Account Opening or Onboarding supervisor.
Thorough understanding of the Bank’s operations in branches and Head Office
Knowledge of the Bank risks in relation to customer onboarding and their mitigation.
In depth knowledge of AML, KYC policy guidelines
In depth knowledge of CBK prudential guidelines
Thorough knowledge of Bank Policies & Procedures especially in relation to account opening.
Good knowledge of CBK Prudential guidelines, POCAMLA law, and relevant industry guidelines.

Key competencies and skills

Keen attention to detail and able to identify fraudulent activities.
Strong communication skills – both verbal and written
Team player with excellent interpersonal skills
Good leadership and decision-making skills.
World class customer service skills
Results oriented.
Strong reporting skills and ability to use the Bank’s IT systems and tools for reporting