Careers at SBM Bank – March 2024

SBM Bank


Consumer Banking Officer

Job Purpose

The overall purpose of this role is to achieve business growth for the Bank by recruiting new clients, selling bank’s products within personal banking and cross-sell other products, channels and services of the Bank. To enhance relationships with existing customers with an aim to deepen and increase share of wallet.

Key Responsibilities


  • Develop and manage pipelines from new and existing customers, referrals, cold calls and capitalize on this database to grow the book
  • Prepare a sales plan in relation to the branch and department strategy and manage implementation of the same
  • Increase wallet size for existing portfolio through cross-sell, up-sell and retention

Acquisition: Business Development

  • Required to open set target accounts and ensure these accounts are active and of value balances.
  • Meet individual loan targets for the retail book through workplace banking and other retail loan products
  • Underwrite personal and retail loans through Credit Quest
  • Ensure that individual portfolio asset quality is within the set branch target.
  • Sell the full array of products, channels and services relevant to the retail clients and in line with key focus for the branch.
  • Respond to customer enquiries, concerns and create positive solutions [consistency on impressive customer experience]
  • Recognize, refer and cross-sell opportunities to the relevant business units
  •  Prepare and submit on time the daily/weekly sales reports
  • Consistently meet and exceed sales targets for loans, deposits, CASA, Channels and income
  •  Actively participate in business activations & sales campaigns that support the growth of retail business at the branch
  • Keep abreast with the bank’s products’ features, benefits and all regulatory requirements.
  • Initiate, record and update all customer interactions through a variety of methods, including call reports and customer relationship management system
  • Attend approved seminars and community events.
  • Maintain the sales environment, actively participate in regular sales and office staff meetings.
  • Provide a customer experience that is consistent across all customer touch points.
  • Maintain a professional appearance that is supportive of business
  • Forward feedback from customers to the Branch Manager and recommend changes based on the feedback.


  •  Ensure 100% compliance to KYC, AML policies and account opening procedures in line with the bank’s policies and procedures and the Prudential Guidelines.
  • Keep up to date customer records as provided by the Prudential Guidelines.
  • Adhere to set bank TAT/ SLA on all processes including but not limited to Account opening, Loan processing, customer complaints handling.
  • Keep up to date on the controls in place to protect the bank against criminal, fraudulent activities and unnecessary risk and exposure.

Human Resource

  • 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

  • Elite Clientele
  • Personal/Workplace Banking Clientele
  • Walk ins

Knowledge; Skills and Experience required for this Role
Job Knowledge

  • Basic banking processes
  • Business process
  • Analyze credit and financial information.


  • 1 year banking experience in related field


  • Graduate from an accredited University preferably in Business related course.

Competencies required for this Role

  • Delivering Results and Meeting Customer Expectations
  • Entrepreneurial and Commercial Thinking
  • Working with People
  • Relating and Networking
  • Persuading and Influencing
  • Achieving Personal Work Goals and Objectives
  • Deciding and Initiating Action
  • Planning and Organizing

Customer Experience Advisor

Job Purpose

The role holder will be responsible for delivering seamless world class customer experience across all customer touch points with utmost level of consistency & professionalism.

Key Responsibilities

Customer Experience

  • Available and able to respond in a prompt, timely, friendly, supportive and helpful manner to all customers who walk into the branch and project a professional, warm and friendly image.
  • Use sound judgment and take decisions that will meet customer expectations while striving to achieve a win/win outcome for the Customer and the Bank
  • Ensure customers receive excellent and consistent service by providing fast, accurate, relevant and useful information, regarding all aspects of SBM Bank Products and Services in line with the customer’s feedback and needs to achieve a world-class customer experience at all times
  • Ensure that all customer queries, problems and complaints related to the bank are completely and effectively resolved as a ‘One Stop Shop’ service
  • Take responsibility for acting on, following up customer instructions proactively and keeping customers frequently updated on the status
  • Avail customer instruments such as cheque books, prepaid, debit cards, mobile access and online access within agreed timelines
  • To ensure that issues escalated arising from customer queries are resolved within 24 hours to maintain customer satisfaction & loyalty
  • Eliminate recurring customer issues through Root Cause Analysis and maintain Service Improvement Action Plans which should be implemented in the “Kill the stupid rule habit”
  • Uphold and maintain the SBM Bank Values.

Business Growth

  • Drive revenue growth through revenue assurance and non-funded income
  • Required to open, reactivate and retain set number of target accounts and cross sell full array of retail products while ensuring optimal channel utilization as per set targets.
  • Deepen existing relationships and grow share of wallet/potential value within the Bank by recognizing and referring cross-sell opportunities through channel migration, cross sell and up sell of products and services that add value to the customer on the use of digital alternative channels.

Compliance and Audit

  • Ensure that the branch look and feel is within set Customer Experience Standards including implementation of adherence to SBM Habits, Name tags (First Name Only), dress code – Clean Desk Policy and Floor Management of the banking hall
  • Authenticate Customers identity and when positive, capture and update customer interactions accurately on CRM; when unable to validate, escalate interaction via CRM
  • To ensure strict compliance with Branch Operations, Customer Experience Policy, Customer Service Standards and all other Bank Processes and Procedures so as to get It Right the First Time, every time for all branch staff
  • Comply with respective Know Your Customer (KYC), KYP, KYT, Anti Money Laundering (AML) procedures and be alert at all times to unusual or possibly suspicious activity, and make an incident report to the Branch Manager, Customer Experience and Risk

Learning and Development

  • Take responsibility to continually develop and learn, so as to improve personal performance in order to achieve individual, team and departmental SLA’s and KPI’s

Key Relationships

Customers of this Position

  • External Customers
  • Branch Colleagues
  • Colleagues within Branch network and Central Office

Knowledge Requirements

Skills and Experience required for this Role

  • Bachelor’s degree in any discipline with a minimum of second class honors
  • Good Communication Skills (written and verbal)
  • Customer service management processes and procedures MS proficiency – Excel, PowerPoint, word etc

Competencies required for this Role

  • Working with people
  • Adhering to principles and values
  • Relating and networking
  • Persuading and influencing
  • Presenting and communicating information
  • Writing and reporting
  • Learning and researching
  • Creating and innovating
  •  Delivering results and meeting customer expectations
  • Following instructions and procedures
  • Adapting and responding to change
  • Coping with pressure and setbacks
  • Achieving personal work goals and objectives

Assistant Manager, Money Transfer Services


The overall responsibility of this role is to ensure maintenance and growth of Diaspora & Remittances products and income at all branches and outlets. To ensure seamless coordination between Money Transfer Services providers and the bank through the Diaspora & Remittances Unit and with branches and agents.


Financial – 15%

  • Grow the bank’s NFI through MTS products offered at the branches and agents.
  • Ensure budgetary compliance to set budgets for branches & agents on Money Transfer products.

Customer & Markets – 15%

  • Promote active utilization of the bank’s Remittance products at branches and agents.
  • Support diaspora agents to facilitate smooth account opening.

Operational and Sustainability – 70%

  • Provide a seamless link between branches, agents and service providers for query resolution.
  • Oversee branding at branches and agents to ensure particular growth of Money Transfer Business including M-Pesa, Western Union, Money Gram, Instant Cash and X-Press Money.
  • Ensure proper and timely infrastructure for all branches and agents is in place and provide necessary support and coordination.
  • Ensure that revenue from all Diaspora & Remittance products is collected and reported accurately on a monthly basis.
  • Working closely with risk and compliance units to ensure effective controls to mitigate against business risks associated with money transfer services.
  • Ensure that a monthly report on revenue is prepared to guide the Remittances Unit on the budgetary compliance.


Direct Reports to this Position

  • Relationship officer
  • Senior Relationship Officer

Customers of this Position

  • Money Transfer Service clientele
  • All Tellers & ABMs
  • Local and diaspora agents


Knowledge: Skills and Experience required for this Role

Job Knowledge

Information gathering, monitoring and analytical skills.

Job Experience:

  • Proven experience of at least one year in a similar position.
  • Excellent Communication skills
  • Excellent interpersonal skills
  • Organizing and planning skills


Business graduate from an accredited University preferably in Business related course

Competencies required for this Role

  • Emotional Intelligence: Dynamic, individual with the ability to work under pressure.
  • Strong networking skills, for both internal and external networks
  • Relationship Management skills with excellent Human Relations skills, communication skills and interpersonal skills
  • A passion for performance, building team play, and achievement in a competitive and dynamic environment.
  • Commercial awareness and customer focus

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