Service Centre Manager, Emali – Faulu MFB at Old Mutual Kenya – May 2024

Service Centre Manager, Emali – Faulu MFB

Job Description

Working closely with the Regional Business Manager, and Senior Management, manages the Sales and Service Centre and offers leadership to staff in formulation and implementation of business growth and development strategies at the unit level.
The job holder is expected to aggressively drive the center growth and profitability targets by identifying, developing and maintaining profitable relationships with customers in the area of jurisdiction.


  • Achievement of business targets
  • Centre’s performance in Compliance, Risk management, Customer Service   and other related surveys
  • Growth, retention and development of motivated and high performing teams
  • Brand visibility


  • Lead business growth and development of the Centre, agencies and other alternative service outlets attached to the center
  • Manage and lead the Centre team in achieving/ surpassing the set business targets
  • Provide superior level of customer relationship management and promote the sales and service culture through coaching, guidance and staff motivation;
  • Drive sales of all  products and services at center level through offering leadership and motivation to the sales team, sales drives , liaison with key relationships among others ;
  • Manage and offer leadership to the Service Centre team.
  • Development of a high performing team at Centre level through training , mentorship, and special assignments
  • Monitor and ensure 100% compliance to all the company policies, processes, procedures and other controls
  • Ensure compliance to all applicable laws and regulations including  AML and CFT
  • Lead in optimal utilization of people, financial and technical resources within the Sales and Service Centre
  • Chair the  Credit Committee at the Center level and ensure compliance to credit policy & procedures
  • Budget planning and cost management ; Continuous evaluation of branch financial performance against budgets and taking remedial actions where necessary
  • Promotion of Faulu’s brand visibility and image: Being the Key liaison point with the community, participate in community affairs to increase the company’s visibility and to enhance new and existing business opportunities
  • Initiate, nurture and ensure profitable business relationship and Partnerships with the customers, community and government structures
  • Communicating and reinforcing the AML-CTF compliance culture established by the board
  • Implementing and enforcing the board-approved AML, KYC & CFT policy within the Department, Unit or Branch
  • Any other role allocated by the supervisor

Staff Reporting Directly to the Job Holder

  • Relationship Officer(s)/Customer Service Officer

Others Reporting Indirectly

  • All staff in the branch Staff.



  • Bachelor’s degree in a business-related field

Knowledge and Skills

  • Business Strategy Implementation skills
  • Good presentation skills
  • People management skills
  • Sales / Marketing skills
  • Financial analytical skills
  • Customer service skills
  • Strong communication and negotiation skills
  • Strong relationship management skills


  • At least 2 year leadership experience with proven track record for delivery of superior results
  • Experience in lending /credit

Personal Attributes

  • Excellent interpersonal skills
  • Proven sales and business growth capability.
  • Aggressive and self-driven and able to work with minimal supervision.
  • Demonstrated Leadership  Capability
  • Proven  decision making and problem solving capability
  • Team leader/player
  • Ability to offer mentorship support preferred


Experience in sales in a banking environment

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Submit Your Application

Interested and qualified? Go to Old Mutual Kenya on to apply