Senior Associate, Compliance Officer

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    "description": "<p><span style=\"font-weight: bold\">Job Purpose:</span><br></p>\n<ul>\n<li>This role holder has responsibility for driving Efficiency, Customer Experience, Digital adoption, and operational rigor within the VRM.<br></li>\n<li>This is a strategic management role where the holder is required to identify and implement initiatives and come up with ways to monitor/measure success to ensure realization of benefits arising from operational efficiency, service and digital uptake.</li>\n<li>Ensure compliance to Bank controls, policy, service standards and procedures as laid down by the bank and ensure processing of sales data is accurate and within agreed timelines.</li>\n</ul>\n<p><span style=\"font-weight: bold\">Key Responsibilities:</span><br><span style=\"font-weight: bold\">Internal Controls, Governance, Processes &amp; Procedures:</span><br></p>\n<ul>\n<li>Achieve the set accuracy targets for all customer instructions / applications -New to Bank and existing (Accounts, Loans, Cards and Mandate changes).<br>Undertake effective call backs for all KYC documentation received from customers as per the current TAT and in line with the existing standards.<br></li>\n<li>Through regular training / coaching, empower VRM Team and Branch teams with the pre-requisite knowledge and skills in customer experience, and operational rigor excellence in all aspects of processes undertaken (KYC, Compliance, Product requirements, Service etc).<br></li>\n<li>Manage the application processing, issuance and authorization of Loan applications, credit cards. <br></li>\n<li>Scanning and tracking of processed customer instructions to the processing centre to ensure the set TAT is met.<br></li>\n<li>Partner/collaborate with VRM Manager to drive sales and revenue growth<br>in conjunction with the Virtual relationship managers’ drive customer win back initiatives e.g. reactivation of inactive accounts and account funding.</li>\n<li>Ensure all risk events/control failures are reported, investigated and root causes addressed to prevent reoccurrence.</li>\n</ul>\n<p><span style=\"font-weight: bold\">Customer Experience:</span><br></p>\n<ul>\n<li>Share knowledge, experience and best practice with all VRM Team members.<br></li>\n<li>Ensure all required reports are provided in a timely manner I.e. Daily workflow and monthly workflow, RTS reports.<br></li>\n<li>Ensure staff have required tools and resources to deliver effective customer experience.<br></li>\n<li>Responsible for E2E VRM customer complaints and queries resolution as per the complaints and queries procedure. <br></li>\n<li>Ensure customer instructions are properly monitored and actioned within the SLA’s.<br></li>\n<li>Identify thematic customer issues, root causes and in conjunction with the VRM/Products/credit team come up with SMART actions to address the identified issues.<br></li>\n<li>Smooth and successful hand over before proceeding on leave, off or on rotation.<br></li>\n<li>Ensure system access rights and recertification are strictly adhered to.<br></li>\n<li>Ensure optimum accuracy processing of customer instructions and zero fraud commission payment.</li>\n<li>Continuously identify and support development and delivery of relevant training programs for VRM.</li>\n</ul>\n<p><span style=\"font-weight: bold\">Business Growth Time split:</span><br></p>\n<ul>\n<li>Support the VRM on agreed strategies on all products Adoption across the various channels – working together with the Channels team.<br></li>\n<li>Together with VRM Mangers, create ownership of the VRM performance targets. Agree and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.<br></li>\n<li>Partner with the VRM and the branch teams in supporting the branch to achieve its customer retention objectives</li>\n<li>Support VRM staff through seeking dispensations, Appeals, CRB Reports and any other support in product processing.</li>\n</ul>\n<p><span style=\"font-weight: bold\">Capacity Building &amp; People Management:</span><br></p>\n<ul>\n<li>In conjunction with the Manager/VRMs and Branch teams, build and develop a high performing and motivated staff team by creating a conducive work environment, teamwork and effective succession opportunities to ensure maximum productivity.<br></li>\n<li>Support in resource planning and providing regular feedback on performance<br></li>\n<li>Provide leadership by constantly offering training and guidance on the colleague’s expectations. <br></li>\n<li>Adequate coaching and mentoring of Sales staff.<br></li>\n<li>Record Keeping-Fillings and archiving of departmental records-shared folder.<br></li>\n<li>Effectively support in managing, mobilizing and coordinating VRM Team resources (Equipment, safe environment etc.) to achieve the common goals.</li>\n<li>Management of Compliance team leave.</li>\n</ul>\n<p><span style=\"font-weight: bold\">Academic Qualifications:</span><br></p>\n<ul>\n<li>University degree preferably in Law, Business Administration, or a related field (post-graduate education with a focus on compliance and risk management is preferred).</li>\n<li>A minimum of 3 years’ cognate experience in Banking operations in controls mainly compliance.</li>\n</ul>\n<p><span style=\"font-weight: bold\">Required Competencies:</span><br></p>\n<ul>\n<li>Good experience in leveraging analytics and technology solutions to manage compliance risks.<br></li>\n<li>Critical thinking skills to understand and analyze complex problems.<br></li>\n<li>Effective communicator with strong writing and verbal abilities to communicate across all levels.<br></li>\n<li>Ability to develop strong relationships and collaborate with senior business and function leaders to influence change.<br></li>\n<li>Proven focus on deliverables, organized, and ability to manage multiple high priority deliverables.<br></li>\n<li>Self-starter, highly organized, and detailed-oriented.</li>\n</ul>\n<p><br></p>\n<p>If you believe you meet the above requirements log onto our www.imbankgroup.com/ke and click on careers and apply for the position. Your application should reach us as soon as possible but not later than 8th June 2026.<br></p>",
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