Front Office Management

Teller Job Vacancies at SBM Bank

Teller Job Vacancies at SBM Bank


Teller Job Vacancies at SBM Bank

Latest Job Openings at SBM Bank

Teller Job Vacancies at SBM Bank banking solutions to its clients. Kenya will operate as a gateway to Africa for SBM. SBM Bank (Kenya) Limited shall focus its activities on products and services for corporates and SMEs



The overall purpose of this role is to handle all over the counter transactions and ensure accuracy, efficiency and customer delight and generate business leads from daily customer interactions.


Operations – 35

  • Ensure compliance with bank operational and customer care policies and procedures
  • Handle the following in line with Bank’s operating processes.
    •  Cash transactions,
    •  Cheque processing(Outward and in-house cheque)
    • RTGS and TT transactions
    • Electronic Funds Transfer processing,
    • NFI Collection; manual charges
    • Bankers Cheque Issuance
    • Set up standing instructions
    • Expenses cash payments.
    • Supporting Documents for large cash transactions and incoming funds.
  • Conduct Snap checks.
  • Comply with respective Money Laundering Prevention Procedures and be alert at all times to unusual or possibly suspicious activity, and report to the supervisor.
  • Cash Custodian of vault, safety deposit lockers, ATM and branch keys; holding keys/combinations.
  • Carry out the role of bank signatory within the approved limit and adhere to the laid down processes and procedures.
  • Bank custodian; Ensure timely opening and closure of the branch; hold the arming and disarming codes of the branch
  • Internal accounts reconciliations.
  • Risk champion at the branch.
  • Submit Risk and compliance self-assessment(RCSA) report to supervisor for Review

Customer Service/Experience – 45%

  • Sit in as the customer service officer.
  • Receive customer instructions, record verify and follow up for action through CRM.
  • Ensure timely resolution of customer queries and offering solutions.
  • Escalate all customer issues not resolved with TAT.
  • Open accounts Via Chap Chap; Confirm the KYC is in order and sign off done before opening.
  • Scan accounts to AMU.
  • Process Account closure instructions.
  • Order customer Cheque books.
  • Avail customer instrument such as cheque books, pre-paid cards, credit cards and debit cards within agreed timelines.
  • Digital banking customer set up for online and mobile banking, reset and creation.
  • Assisting in management of the safe deposit locker.
  • Safeguard and promote the Bank’s image at all times.
  • Fixed Deposits; Ensure booking and liquidation of fixed deposits and receipt of properly mandated instructions from the relevant personnel, to call clients on FD related issues.

Customer Relationship Management/ Business Growth – 10%

  • Cross sell bank products.
  • Follow up and contact clients to activate dormant accounts.
  • New client acquisition.

Human Resource – 10%

  • Work efficiently as a team in the branch and offer good customer service to internal customers [staff in support units].
  • Sign off BSC and individual performance targets for the year. Timely self-appraisal in line with the banks appraisal cycle.
  • Attend set trainings, sharing and application of knowledge learnt.
  • Adhere to leave schedules to achieve Work life balance.


Customers of this Position

  • Internal and External Bank customers.

Knowledge; Skills and Experience required for this Role


  • Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent.
  • Minimum B- in KCSE or equivalent.

Competencies required for this Role

  • Dynamic, analytical and self-driven individual with the ability to work under pressure.
  • Good Communication and interpersonal skills.
  • Adhering to Principles and Values.

Senior Manager, Regulatory & Statutory Compliance


To ensure that the Bank adheres to and is compliant with all the relevant laws and regulations e.g. Banking Act, Prudential Guidelines, CBK Guidelines & Circulars, etc. that govern the Bank’s business and other related activities.


Leadership and Stakeholder Management

  • To seek, develop and maintain relationships with the Regulators and other key stakeholders,
  • To assist and guide Management in responding to enquiries or requests from Regulators and other stakeholders as appropriate,
  • To organize and participate in the training and awareness programs for Staff on the relevant Regulatory and Statutory requirements and obligations,
  • To promote a compliance awareness culture in the Bank,
  • To deputise the Director, Compliance and undertake other activities as assigned from time to time.

Oversight Compliance with all the Relevant Regulatory & Statutory Requirements

  • To research and keep abreast of any changes to laws and regulations and prepare regular updates to management and the Board,
  • To actively participate and represent the Bank in industry forums and workshops so as to keep abreast with new developments, best practices and/or changes in the laws and regulations,
  • To advice and ensure that any changes to the regulatory reporting requirements are noted and tracked for compliance,
  • To maintain a register of all regulatory and statutory requirements that the Bank is obligated to adhere to and the respective internal owners,
  • To prepare and implement a detailed work plan to regularly review and assess the status of compliance with all the relevant laws and regulations through on-site and off-site reviews of business units and departments,
  • To review the Bank’s policies and procedures and ensure that they are aligned to regulatory requirements.
  • To participate in the review and/or development of new or existing policies and procedures of the Bank as may be required,
  • To liaise and collaborate with the Risk and Internal Audit departments to identify areas of non-compliance and ensure adequate follow up to have the issues closed.


  • To review reports/returns submitted to the Regulator & other statutory bodies to confirm that the Bank is compliant,
  • To prepare regular reports providing updates on matters related to compliance with statutory and regulatory requirements,
  • To assist in the preparation of papers for the Management, and Board providing updates on the status of compliance with the relevant laws, regulations,
  • To cooperate and facilitate the provision of ad-hoc reports and or information to the regulators as and when required.

Direct Reports to this Position

  • Compliance Officers in the section

Key Internal Stakeholders 

  • Board Risk Committee (BARC)
  • Executive Management Committee (EXCO)
  • Operational Risk Committee (ORCO)
  • Branch Managers & Heads of Department

Knowledge; Skills and Experience required for this Role

  • At least 7+years’ experience in a banking environment, working in a similar role in Compliance or Risk departments,
  • Sound working knowledge of the Banking Act, Prudential Guidelines and other relevant and applicable laws, regulations,
  • Minimum of a Bachelors’ Degree,
  • Professional certifications in Risk and Compliance will be an added advantage.

Competencies required for this Role

  • Leadership-Ability to lead a team, and engage with Management.
  • Ability to prepare and facilitate training as a Subject Matters Expert (SME).
  • Excellent verbal and written communication skills.
  • Collaboration/Team player.
  • Risk assessment skills.
  • Planning and Organising.
  • Learning and Researching.
  • Critical thinker with good analytical capabilities.
  • Proficiency in use of MS Office tools especially excel.

HR Officer – Employee Experience


The role holder is responsible for the execution of a seamless employee experience across multiple touch points in the entire employee life cycle. The individual is expected to review and refresh tools, processes, documentation, and handshakes to establish a 7-star employee experience.


Coordination of Talent Acquisition

  • Creation and posting of job advertisements both internally and on our careers website
  • Support with long listing and shortlisting of job applicants.
  • Scheduling of interviews, logistical planning, plus constant engagement of hiring managers and candidates,
  • Preparation of interview collateral and Collation of interview outcomes, plus preparation of professional interview summaries, and sending candidate feedback
  • Communicating interview outcomes to both internal and external candidates through available communication channels.
  • Onboarding of new joiners, including managing the documentation, risk and governance processes, and orientation activities
  • Generation, collation, and maintenance of people analytics for multiple reporting purposes including board reports.

HR Governance 

  • Handling and management of employee records, filing and retrieval.
  • Facilitating compliance vetting process – World Check Screening – for all prospective new joiners for purposes of drafting of their offer letters.
  • Triggering and coordinating the pre-employment verification and background checks for all candidates prior to placement.
  • Facilitating timely invoicing and payment for all completed background checks assignments handled by different vendors.
  • Filing of BCCs reports and safekeeping of screening documents.
  • Creation and release of internal organization communication.
  • Dovetail seamlessly with the HR Services team to eliminate any gaps in the employee experience
  • Scheduling and preparation of team minutes.
  • Tracking departmental deliverables.
  • Preparing various HR Reports

Performance Management Support

  • Administrative support for performance management activities.
  • Collecting and filing signed job descriptions for all new hires.
  • Managing new employees’ confirmation process by tracking, collecting, processing, and filing end of probation review documentation.
  • Timely collation of performance appraisals to ensure timely analysis and reportingPreparation and release of internal communication covering all key milestones in the performance management cycle.
  • Work closely with the Head – Talent Management to deliver a successful employee engagement agenda

Support Implementation of the Culture Transformation Plan

  • Administrative and coordination support of employee engagement tasks e.g. culture initiatives, interbank sports, and other related tasks.
  • Support activities around bank’s culture code – ASPIRE.
  • Participate in organizing bank events and initiatives as guided.
  • Ad hoc support to the Director of HR on various employee engagement assignments.

Learning Support 

  • Administrative support in planning and execution of learning initiatives.
  • Planning and execution of induction programs.
  • Preparing and releasing communication on various trainings including KIP sessions.
  • Securing training venues and blocking participants’ calendars.
  • Tracking attendance of various in-house and external trainings.
  • Collecting and analyzing training data for reporting purposes.
  • Performing any other duties assigned by the Manager, Talent & Learning.

Other Duties 

  • Any other duties within the reasonable scope of the job assigned by the line manager.


Direct Reports to this Position

  • None

Customers of this Position

  • All Departments in the Bank.

Knowledge, Skills, and Experience required for this Role

  • Bachelor’s degree in human resource management, social sciences or any other business related field.
  • Associate Member of the IHRM or demonstrate efforts towards membership.
  • Experience working in a fast paced, demanding office environment is an added advantage.
  • Knowledge of labor laws.
  • Familiarity with an HRIS (Human Resources Information System) software is an added advantage.
  • Proficiency in all Microsoft Office applications and or G-Suite.
  • The ability to work effectively within a team.
  • Excellent administrative and organizational skills.
  • Great attention to detail.
  • Competencies Required for this Role
  • Planning and organizing
  • Analyzing
  • Problem solving
  • Presenting and communicating
  • Relating and networking
  • Adhering to rules and regulations
  • Confidentiality and Integrity

Officer, Digital Banking


The overall purpose of this role is to provide support to the regional branch networks in handling customer’s digital banking complaints, conduct training to the branch front line staff, and accompany the RMs to visit & train the customer. Digital banking portfolio monitoring for the individual branches by sharing reports on uptake, usage of Mfukoni mobile, online banking and mobile2bank digital services.


Acquisition: Business Development – 50%

  • Periodically visit and camp at the branch to provide support, guidance and influence the branch to proactively activate all customers onto our digital banking solutions
  • Oversee growth of overall SME business portfolio through the on boarding of customers on digital products – Online Banking & M2B to grow overall Bank PPC
  • Oversee growth of overall Retail business portfolio through the on boarding of customers on digital products – Digitization initiatives in Branches & Mfukoni
  • Oversee growth of overall Corporate business portfolio through the on boarding of customers onto online banking ensuring uptake of the bulk salary payment solution
  • Ensure 95% of all transactions are done via Digital Channels
  • Accompany RMs to visit customers to train and provide support on matters digital banking
  • Work with internal marketing staff to determine the most effective digital banking campaigns.
  • Identify opportunities and encourage staff to upsell products and services.

People:  Front Line Staff Support – 20%

  • Train and retrain all bank staff and create awareness on digital products and support for uptake.
  • Empower all front line staff with capabilities to provide level 1 support and troubleshooting on customer digital banking complaints.
  • Continuous support to branch staff for any sales and BD  needs

Strategy: Product Improvements and Innovations. Management Reporting -20%

  • Assist in developing products in line with the ever changing customer preferences including upgrading of existing platforms
  • Alignment of all teams with the digital strategy
  • Product roadmap development and tracking – Bridging business and operations support to ensure excellence in user experience
  • Positively influence stakeholders (Customer Service, Contact Center, Marketing, Information Technology, Digital Support, branches, Relationship Managers, Centers of Excellence) to get them to fully buy-in support during projects and initiatives
  • Management reports and analytics. Update on a weekly, monthly, quarterly basis.

Compliance – 10%

  • Ensure compliance with both internal and external regulatory requirements.
  • Continuously follow business operational and credit policies ensuring their compliance.


Direct Reports to this Position 


Indirect Reports to this Position

  • Branch support Staff
  • Portfolio Managers

Customers of this Position

  • All bank clients’
  • Central office
  • Branches
  • Portfolio Managers
  • BSO’sRetail Banking
  • Contact Center

Education, knowledge, skills and experience required for this Role

  • Bachelor’s degree in any field
  • 3 years’ experience in banking
  • Exposure to Digital channels processes and procedures is a MUST
  • Proven ability to drive the sales from plan to close through cross- functional teams.
  • Excellent interpersonal skills
  • Excellent communication and presentation skills
  • Knowledge in data analysis and performance tracking

Competencies required for this Role

  • Customer centricity and empathy
  • Persuading and Influencing
  • Planning and Organising
  • Presenting and Communicating Information, trainings
  • Relating and Networking
  • Working with People
  • Entrepreneurial and Innovative Thinking
  • Delivering Results and Meeting Customer Expectations
  • Self-driven and high achiever
  • Good negotiation skills
  • Upholds high standard of professionalism, integrity and respect for others.

Key Performance Indicators

  • Financial KPIs
  • High digital banking knowledge by front line staff resulting from the trainings
  • High number of Customers and transactions on digital Channels.
  • Revenue generated
  • Customer  Satisfaction & Retention

How to apply


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