Senior Associate, Compliance Officer

Job Purpose:

• This role holder has responsibility for driving Efficiency, Customer Experience, Digital adoption, and operational rigor within the VRM.
• 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.
• 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.

Key Responsibilities:

Internal Controls, Governance, Processes & Procedures:

• Achieve the set accuracy targets for all customer instructions / applications -New to Bank and existing (Accounts, Loans, Cards and Mandate changes).
• Undertake effective call backs for all KYC documentation received from customers as per the current TAT and in line with the existing standards.
• 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).
• Manage the application processing, issuance and authorization of Loan applications, credit cards. 
• Scanning and tracking of processed customer instructions to the processing centre to ensure the set TAT is met.
• Partner/collaborate with VRM Manager to drive sales and revenue growth
• in conjunction with the Virtual relationship managers’ drive customer win back initiatives e.g. reactivation of inactive accounts and account funding.
• Ensure all risk events/control failures are reported, investigated and root causes addressed to prevent reoccurrence.

Customer Experience:

• Share knowledge, experience and best practice with all VRM Team members.
• Ensure all required reports are provided in a timely manner I.e. Daily workflow and monthly workflow, RTS reports.
• Ensure staff have required tools and resources to deliver effective customer experience.
• Responsible for E2E VRM customer complaints and queries resolution as per the complaints and queries procedure. 
• Ensure customer instructions are properly monitored and actioned within the SLA’s.
• 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.
• Smooth and successful hand over before proceeding on leave, off or on rotation.
• Ensure system access rights and recertification are strictly adhered to.
• Ensure optimum accuracy processing of customer instructions and zero fraud commission payment.
• Continuously identify and support development and delivery of relevant training programs for VRM.

Business Growth Time split:

• Support the VRM on agreed strategies on all products Adoption across the various channels – working together with the Channels team.
• 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.
• Partner with the VRM and the branch teams in supporting the branch to achieve its customer retention objectives
• Support VRM staff through seeking dispensations, Appeals, CRB Reports and any other support in product processing.

Capacity Building & People Management:

• 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.
• Support in resource planning and providing regular feedback on performance
• Provide leadership by constantly offering training and guidance on the colleague’s expectations. 
• Adequate coaching and mentoring of Sales staff.
• Record Keeping-Fillings and archiving of departmental records-shared folder.
• Effectively support in managing, mobilizing and coordinating VRM Team resources (Equipment, safe environment etc.) to achieve the common goals.
• Management of Compliance team leave.

Academic Qualifications:

• University degree preferably in Law, Business Administration, or a related field (post-graduate education with a focus on compliance and risk management is preferred).
• A minimum of 3 years’ cognate experience in Banking operations in controls mainly compliance.

Required Competencies:

• Good experience in leveraging analytics and technology solutions to manage compliance risks.
• Critical thinking skills to understand and analyze complex problems.
• Effective communicator with strong writing and verbal abilities to communicate across all levels.
• Ability to develop strong relationships and collaborate with senior business and function leaders to influence change.
• Proven focus on deliverables, organized, and ability to manage multiple high priority deliverables.
• Self-starter, highly organized, and detailed-oriented.

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.