Operations Officer

JOB PURPOSE:

Reporting to the Operations Team Lead, the Operations Officer will be responsible for providing front office services to the Society’s members/ customers including customer service, back-office operations, teller and treasury, banking, clearing, customer inquiries and other services based on approved procedures and standards for quality and continuous service improvement.

Duties and Responsibilities

1. Discharging front office services including customer service, back-office operations, teller and treasury, banking, clearing, customer inquiries and other services;
2. Deliver personalized customer service over the telephone, email, face to face and other approved channels on Sacco products, accounts and service enquiries in an effective and efficient manner;
3. Identifying cross-selling opportunities during customer interaction and ensuring sign-up for appropriate products and services;
4. Implementing approved controls in all operations and adherence to Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements at all times;

Responsibilities for efficient, effective, and accurate performance of teller functions:

1. Represent the Society in a courteous and professional manner;
2. Undertake start of day processes as per established procedures and standards;
3. Receive cheques and cash for deposit, verify amounts, and check accuracy of deposit slips in respect of shares and loan repayments;
4. Process Bankers cheque and approved transfer instructions;
5. Disburse cash or cheque withdrawals after verifying that signatures and mandates are correct, written and numerical amounts agree and that accounts have sufficient funds.;
6. Detect and resolve discrepancies promptly;
7. Balance currency, coin, and cheques in tills at end of shifts and calculate daily transactions and totals for surrender to treasury custodians;
8. Investigate and resolve out-of-balance conditions and customer service issues.

Responsibilities for the effective and professional performance of customer service functions:

1. Resolve member account statement problems;
2. Take and process payment orders (standing orders, stop payments, etc);
3. Respond to inquiries and questions or direct members as necessary;
4. Actively cross-sell Kingdom Sacco products and services;
5. Present and explain Kingdom Sacco services and products to members and assist in meeting their financial needs;
6. Answer questions and solve problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party.

Other roles and responsibilities shall include;

1. Maintaining thorough understanding and ownership of the Society’s products and services and ensuring continuous capacity improvement through relevant reviews, courses and development programmes;
2. Assuming other business support roles and responsibilities from time to time as directed by the Management of the Society.
3. register of securities and loan advances.
4. Ensuring that all loans are secured by collecting collaterals and follow-up on legal security perfection agreements for loans.
5. Maintain an uncompromised security perfection process for all the approved loans by conducting a search, valuation and registration on the collateral and verify that it has the correct name and the details.
6. Oversee a seamless sanctioning and disbursement on fully secured loans.
7. Sending Members financial statements in view of specified deadlines.
8. Reconciliation of various accounts and attendant reports to the credit manager at the end of the month.
9. Facilitation of retrieval of collaterals as requested by member or Officers within the respective regions through acceptable modes for the purposes of collection or copies for inspection by various Government bodies as per the Society’s procedures.
10. Working with other team members in Credit Department in ensuring no work in the regions is left unattended by the end of the close of business
11. Ensure that the Regional Credit report is prepared on time and sent to the Credit Manager for review.
12. Keeping the Sacco updated on latest financial procedures and developments and availing this information to the Credit Manager
13. Perform other special activities and responsibilities from time to time as assigned by the Credit Manager.

Academic Qualifications & Competencies.

• Bachelor’s Degree or Diploma in a Business-related field, Community or Co-operative Development;
• Qualifications in Sacco Operations, Co-operative Management, Business Management, Microfinance, Entrepreneurship or any other relevant field;
• Proficiency in Computer Systems and MS Office Applications;
• Good leadership & management skills and rich exposure to working with various people groups and driving growth within and outside the Society’s channels;
• Strong documentation, report writing and communication skills;
• Commitment to progressive personal development, High Integrity and ethical behaviour;
• Very good knowledge of Sacco Societies operations/ regulation and SASRA guidelines/ regulations.

ANALYTICAL AND PLANNING CAPACITY

1. Ability to build quality checks into processes;
2. Ability to develop fully actionable plans that successfully respond to identified issues
3. Capacity to create thorough implementation plans that include back-end checks for quality and accuracy;
4.  Ability to analyse business and service problems from a systemic perspective;
5. Ability to discern and convey priorities.