Banking Position Performance Library
OPOS Industry Intelligence — recommended strategic objectives, KPIs, targets, verification, evidence and East African benchmarks for every common banking role. Organisations remain free to accept, modify, add or remove.
Position
Monthly scorecard
7 KPIs
Planning decisions
7 accepted
0 modified
0 removed
Suggested Strategic Objectives
Grow a quality loan portfolio
Increase customer acquisition
Maintain portfolio quality
Improve customer satisfaction
Use the action buttons on each KPI to record planning decisions. All decisions feed the Performance Planning module.
Loan Disbursement Value
Financial Sustainability20%
Min
30KES M
Target
45KES M
Stretch
60KES M
Evidence: Signed loan agreements & disbursement schedule
MoV: Monthly disbursement report from core banking
Monthly · Reviewer: Credit Supervisor · Approver: Branch Manager
Benchmark: EA mid-market: KES 40–55M / officer / month
Loan Portfolio Growth
Financial Sustainability15%
Min
8%
Target
15%
Stretch
22%
Evidence: Portfolio aging & growth report
MoV: Period-over-period portfolio extract
Monthly · Reviewer: Credit Supervisor · Approver: Branch Manager
Benchmark: EA banks: 12–18% YoY
New Customers Acquired
Market & Customer Excellence15%
Min
20count
Target
35count
Stretch
50count
Evidence: Signed KYC docs & onboarding checklist
MoV: New customer onboarding log
Monthly · Reviewer: Credit Supervisor · Approver: Branch Manager
Benchmark: EA tier-2 banks: 25–40 / month
Customer Satisfaction Score
Market & Customer Excellence10%
Min
75pt
Target
85pt
Stretch
92pt
Evidence: Survey response export
MoV: Post-disbursement CSAT survey
Monthly · Reviewer: CX Supervisor · Approver: Branch Manager
Benchmark: EA banking: 80–88
Portfolio at Risk (PAR > 30d)
Governance, Risk & Sustainability15%
Min
6%
Target
4%
Stretch
2.5%
Evidence: Aged delinquency listing & action notes
MoV: Monthly PAR report from risk
Monthly · Reviewer: Credit Supervisor · Approver: Head of Credit
Benchmark: EA banks: 4–6%; MFIs: 5–8%
Non-Performing Loan Ratio
Governance, Risk & Sustainability15%
Min
7%
Target
5%
Stretch
3%
Evidence: Classification & provisioning sheet
MoV: Quarterly NPL classification report
Quarterly · Reviewer: Head of Credit · Approver: Director, Credit
Benchmark: EA banks: 4–6%
Loan Processing Turnaround
Internal Process Excellence10%
Min
7days
Target
4days
Stretch
2days
Evidence: Cycle-time log per loan
MoV: TAT report from workflow system
Weekly · Reviewer: Operations Supervisor · Approver: Branch Manager
Benchmark: EA banks: 3–5 days SME; 1–2 retail
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