Senior Manager – Branch Operations & Service Delivery

Sidian Bank Limited is a financial institution founded in 1984, operating in the banking and financial services sector in Kenya.

The Senior Manager for Branch Operations & Service Delivery is responsible for strategically leading and overseeing all branch operations functions. This includes ensuring efficient, compliant, and customer-centric service delivery across all branch banking channels. The role also involves driving operational excellence, maintaining regulatory compliance, and fostering continuous improvement to align with the organization's overall business objectives.

1. Develop and implement the branch operations strategy in line with overall business goals.
2. Lead, mentor, and develop a high-performing team of Branch Operations Managers.
3. Foster a culture of service excellence, accountability, and continuous improvement.
4. Oversee daily operations across currency and branch service and operations.
5. Ensure all processes are efficient, customer-centric, and compliant with internal policies and regulatory requirements.
6. Monitor key performance indicators (KPIs) and initiate improvements in operational efficiency and service quality.
7. Ensure strict adherence to regulatory requirements, internal controls, and risk management frameworks.
8. Oversee the implementation of KYC, AML, and other compliance processes within Branch Operations.
9. Lead audits and address findings, ensuring timely resolution of action items.
10. Collaborate with other departments (e.g., IT, Risk, Compliance, Business Development) to support business initiatives and resolve operational challenges.
11. Serve as the escalation point for complex operational issues affecting branch customers.
12. Identify opportunities for process automation, digitization, and re-engineering to enhance customer experience and reduce operational costs.
13. Lead or sponsor projects focused on operational transformation within the branch operations segment.

1. University Degree in Bachelor of Commerce (Finance or Accounting) or another relevant Business Degree.
2. Master’s degree is an added advantage.
3. Minimum of 8 years’ experience in banking operations.
4. At least 3 years in a senior leadership role overseeing Branch operations.
5. Strong knowledge of retail banking products, KYC/AML regulations, and operational risk management.
6. Proven track record in leading teams, driving process improvements, and managing change.
7. Practical experience with MS Office applications, especially Excel, Word, and PowerPoint.
8. Extensive knowledge of Banking theory and practice, Central Bank’s Prudential Guidelines, FATCA, POCAMLA, POTCA, and related procedures.
9. Thorough knowledge of banking products and services and a broad understanding of the general banking industry.
10. Excellent and demonstrated leadership capacity, including strategic development, monitoring, execution, and reporting skills.
11. Strong organizational, administrative, and analytical skills, including oral and written communication.
12. Strong negotiation and interpersonal skills, with the ability to motivate, coach, and mentor staff.
13. Good communication and engagement skills.
14. Professional Banking qualification (AKIB) is an added advantage.