Service Delivery Supervisor

• Apply By: 18th, March 2026
• Reports to: Branch Manager
• Location: Head Office

The role reports to the Branch Manager and will be responsible for supervision of the branch service delivery when the Branch Manager is away

Ensure effective supervision of the frontline cash and operations staff to deliver excellent service to customers to maximize relationship building so as to achieve the bank strategy to “grow market share by building our reputation as an efficient, innovative and customer centric bank”

Responsibilities

• Ensure delivery of high-quality service at back office, teller line and service units
• Enhance productivity of tellers and customer service staff
• Minimize exposures to and impact of operational risks through application of policies and procedures
• Responsible for identifying and reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML policies & procedures

Cash Management:

• Ensures the branch and vaults are opened and closed on a timely basis
• Facilitates teller cash movement to and from the vault as per SLA
• Manage and maintain cash limits both at Central Cash and Branches and ensure prompt expatriation of excesses
• Ensure that foreign cash held is within the set limit
• Hold in joint custody keys to vault cash compartments and enforces dual control procedures at all time
• Ensure cash differences are minimized and reported promptly as per the laid-down policies and procedures
• Maintains proper teller and vault cash levels, including ordering coin and currency
• Oversees teller duties and assists line with customer transactions during peak periods
• Balances and troubleshoots ATM/debit card concerns
• Maintain branch petty cash

Sales &Customer Service:

• Ensure customer Queries, Requests or Complaints are handled within the defined Service Level Agreements (SLAs)and Turn Around Time(ATM, Mobile Banking, Queue Management)
• Training of tellers and sales staff on products, service, policies, procedures, branch security, health and safety and consumer protection
• Queue management to ensure customers are well taken care of and address any concerns in the branch
• Endeavors to increase deposits by new and existing clients by identifying and evaluating client needs’ through observation, listening and questioning techniques, and ensuring quality recommendations that will satisfy the client and influence their decision-making process towards KB and therefore meeting KB longer term strategic goals
• Contributes to the efficient operation of the branch through the accurate and timely processing of all transactions and account maintenance, including customer instructions, account information requests, account instruments etc.
• Maintains a complete understanding of all products and services offered via KB distribution channels, with knowledge sufficient to discuss product attributes fully and confidently
• Develops and maintains relationships with new and existing clients in order to capitalize on opportunities to cross-sell KB products and services to existing and potential clients
• Ensure cash differences are minimized and reported promptly as per the laid-down policies and procedures.
• Dormant account activation
• Appraisal of credit loan applications

Customer Service Operations:

• Supervises account opening, completes associated documentation, and loads into the banking system as per KB policy and procedures and contributes to the operation of the branch by maintaining a filing system and updating and monitoring client records
• Always ensures up-to-date information for all branch customers
• Ensures the accurate and timely processing and delivery of all certificates, account information, and statements to clients
• Co-ordinates ordering and monitoring of branch stationery levels

Qualifications

• University Degree from are cognized university
• Diploma in banking is an added advantage
• 5 years’ experience in banking with at least 1 year as a teller and at least 1-year supervisory experience

Key Attributes and Skills

• Strong work ethic and desire to achieve goals.
• Excellent Computer Skills.
• Attention to detail and able to multitask.
• Excellent Organizational skills.
• Good Customer service skills.
• High level of concentration. Strong written and oral communication skills