Reporting to the Snr Relationship Manager – Institution Banking, The Relationship Officers will support to design, development, sales and business development of product propositions and platforms that deliver holistic solutions to Caritas Microfinance Bank customers and their ecosystems within the religious sector. The role holder shall also support for managing the performance of the products... throughout the life - cycle ensuring that customer value and ROI are optimized.

KEY RESPONSIBILITIES

Assist to


Formulate, design and review product and platform strategies that competitively address identified and emergent market opportunities
Engagement with customer owners and market activators to achieve product/platform uptake and utilization targets
Periodic review of existing products and platforms to enhance their offering in the market to ensure product continuously yields expected benefits
Full responsibility for assigned sector product lines and all sales and business development activities for the bank
Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs
Implement a focused relationship management system, which increases the Bank’s ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the Bank’s strategy.
Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
Practice strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value
Enhance value creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners
Build the Caritas Bank brand to ensure that the bank is top of mind of customers in the assigned sector.
Develop innovative solutions that will be delivered through branches and channels that respond to market needs or identified gaps in the assigned (religious) sector.
Build a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage.
Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver
Periodically review existing products based on customer feedback and market trends to ensure continuous product utilization
To perform any other duty as assigned in line with the organization goals and objective


QUALIFICATION AND EXPERIENCE REQUIREMENTS


University Degree – BCOM, (Business Administration, Finance or Marketing option)
3 years’ experience in business development
Comprehensive knowledge of bank’s laid-down policies and procedures relating to all areas under control.
Knowledge and understanding of the Area sales and service strategies.
Must be self-driven; possess excellent administrative, communication and interpersonal skills, strong organization, and negotiation skills. more

KEY RESPONSIBILITIES


Assist to sell various Caritas Microfinance Bank products and ensure optimal level of customer services through various sales calls on telephone.
Administer and ensure compliance to all sale objectives.
Manage selling of various products in professional manner.
Monitor all customer queries and ensure timely response to all issues.
Coordinate with customers and... provide various company plans and services and detail quote for all required information.
Maintain knowledge on all competitor products and services and analyze all advantages and disadvantages for various products.
Ensure optimal utilization of all sales tools and resources.
Documents and maintain all records of sales activities and provide updates as per requirement.
To perform any other duty as assigned in line with the organization goals and objective


QUALIFICATION AND EXPERIENCE REQUIREMENTS


University Degree – BCOM, (Business Administration, Finance or Marketing option)
1 year experience in business development
Knowledge of bank’s laid-down policies and procedures.
Knowledge and understanding of the Area sales and service strategies.
Must be self-driven; possess excellent administrative, communication and
interpersonal skills, strong organization, and negotiation skills. more

JOB PURPOSE

Reporting to the Head of Human Resources & Administration, the successful candidate will be responsible for aligning business objectives with management and employees and be the link between HR department and the business. He/She will be the Talent acquisition Lead for the Bank, oversee the learning and development of staff and be responsible for tactical and operational execution... of the various human resources strategies and initiatives in line with internal HR policies and regulations, working in collaboration with the different lines of business.

KEY RESPONSIBILITIES


Formulating and implementing human resources strategies to support business plans
Developing talent strategies and plans to attract, recruit and on-board talents to meet current and future business needs
Coordinating and managing employee learning and development programs to enhance employee competence to deliver business strategy
 Implementing strategies to enhance employee engagement and productivity within the work force.
Ensuring a safe and conducive working environment in compliance with relevant legislations
Developing, managing, and monitoring HR budgets.
Structure and implement productive manpower plans at the lowest cost thus attaining profit per head ratio against the defined strategy roadmap
Proactively drive and support delivery of HR processes, engagement initiatives and issues that will ensure productivity and mitigate staff turnover driven by labor market environment.
Partner with the leadership team on functional business issues and organizational change, leading on planning specific HR strategies to meet business goals.
Act as a point of contact for employees, supporting management/supervisors with employee issues.
Support in implementation of HR policies and procedures.
Manage and support staff performance appraisals in partnership with respective supervisors.
Ensure compliance to regulatory requirements and internal policies.
Conducting training needs analysis across teams and working with supervisors to provide solutions.
Provide general support to the HR and Admin department and participate in adhoc HR projects as and when needed.
To perform any other duty as assigned in line with the organization goals and objective.


QUALIFICATION AND EXPERIENCE REQUIREMENTS


Bachelor’s degree in human resource management
Higher Diploma in Human Resources Management
Completed or ongoing CHRP certification
Member of IHRM
Minimum 4 years’ experience in HR roles with focus on Talent Acquisition and
Learning and development in the Banking Industry.
Knowledge of Employment and Labour laws
Possess a high degree of emotional intelligence and interpersonal skills
Be adept at problem solving, including being able to identify issues and resolving
them in a timely manner.
A person of high-level of confidentiality and integrity
People management skills
Attention to details
Conscious of data accuracy and completeness more

JOB PURPOSE

To manage overall end to end customer experience within the bank through all channels using well defined standards and processes. The experience is best judged through the eyes of customers, supported by clear tracking parameters and measurable metrics that gauge performance. The role will drive customer experience function by formulating the Bank’s Customer experience strategy and... managing the interactions between the customer and the Bank throughout the customer lifecycle as well as optimizing interactions from the customer’s viewpoint to facilitate loyalty.

KEY RESPONSIBILITIES.

 Developing and managing relationships with key internal and external stakeholders including Regulators, IT vendors and operations to achieve customer experience objectives or correct customer experience failures.
 Designing and executing strategies aimed at re-engineering customer facing processes, with focus on time, quality of interactions and cost.
 Developing technological/ digital interfaces for enhancement of the customer experience in collaboration with other departments.
 Developing analytics and framework for governance and business reviews, making proposals for enhancing customer experience
 Driving challenging quantitative and qualitative analyses of customer feedback, journeys and pain points using leading research practices and analytics procedures.
 To provide leadership in all aspects of service quality and operational excellence, thereby facilitating transformational change in the level and quality of service provided to customers (external and internal)
 Lead and support business strategies that build awareness, employee engagement, and create an environment that recognizes and reinforces appropriate behaviour towards customers.
 Build and enhance a means of benchmarking service quality against the competition and other service leaders.
 Manage aspects of the market research function to drive the strategic planning process within Business and to design and build the customer information reporting capability across the Bank’s products.
 Oversee agreed process improvements and facilitate, teamwork across businesses to achieve end-to-end customer experience.
 To ensure robust implementation plans for key customer experience work streams (i.e., voice of customer, complaint management, retention management, metrics, process improvement toolkit, behaviour change) are in place with specific KPIs, establishment of key milestones and delivery dates in line with the Bank’s customer experience requirements.
 Create strategic alignment for Customer Experience KPIs and ownership throughout the organization.
 Work with the functional “service champions” to establish peer reviews, adopt and implement best practices, develop internal and external benchmarking, and continually improve the service and operational processes.
 Drive the culture change program within the organization to align behaviors with service excellence objectives.
 Design, implement and manage communication activity through the various channels to ensure all teams are kept fully aware of, and by implication engaged in, the progress of service and operational excellence program.
 Coordinate activities across the organization as required to deliver “the WOW” end-to-end customer experience.
 Drive changes in process and mindset around how we organize work and deliver functionality for customers, maintaining “good” processes and eliminating inefficiencies.
 Drive processes to identify and correct gaps in the customer experience based upon direct and indirect customer feedback.
 Training staff on best practice customer experience standards
 Design, implement and manage bank wide service level agreements for all services and interdepartmental support.
 Implementation of a regulatory compliance tracker for customer experience.
 Design, implement and regular follow up of the customer charter.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

 University degree or equivalent. An MBA will be an added advantage.
 Minimum of 5 years’ experience in management within Business or Operations function with a customer facing bias.
 Appropriate service quality certification will be an added advantage.
 Experience leading change and inspiring teams with an exciting future vision more

JOB PURPOSE

Responsible for development, deployment and management of Alternative Business Channels that is mobile, internet, card, and agency banking with an overall aim of driving the bank’s alternative business to profitability whilst delivering superior customer service, operational integrity as well as meeting regulatory requirements.

KEY RESPONSIBILITIES.

 Development and... integration of all existing and new delivery channels and services considering implications of customer expectations.
 Implementation of new ABCs at Branches as well as implementation of existing ABCs in new branches
 Identify and implement opportunities for migration of customers from high-cost branch and manual transactions to alternative and lower cost channels with the objective of reducing the cost-of-service delivery bank wide.
 Ensure successful implantation of ABC through collaboration with business partners within and outside the organization.
 Provide leadership in performance management, employee development, talent management and building a work environment that drives high performance and employee satisfaction.
 Track & monitor ABCs’ progress, provide ABC update reports and pre/post implementation reports.
 Manage support on ABCs to ensure smooth operations as well as issue resolution Both onsite and offsite as well as via the Alternative Channels team.
 Identify and review product features based on internal customer feedback.
 Standardization and alignment of Alternative Channels with other business units
 Train the ABC team and end users on Alternative Channels.
 Conduct ABCs comparison with competitor offerings on services, promotions, and special offerings to ensure the bank’s ABCs are competitive and relevant.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

 University graduate in a Business-related field (M).
 Certificate in project management
 3 years working experience 2 of which must be in ABC and 1 in managing teams.
 Proven leadership skills
 Strong presentation and communication skills.
 Proven ability to generate new business.
 Possess strong analytical and interpersonal skills.
 Can make prompt decisions and be independent in problem solving more

JOB PURPOSE

To assist in maintaining a professional work environment that focuses on superior performance by operations staff  Establish effective systems, procedures, and standards of performance for staff in Operations.

KEY RESPONSIBILITIES.

 Develop and ensuring adherence to the internal policies and both internal and regulatory procedures.
 Continuous Process Improvements-quarterly... review of all processes and procedures, to determine efficiency  which processes are to be reviewed quarterly.
 Working with other stakeholders, acting as the liaison between branches and the head office departments.
 Drive compliance in the branch network including but not limited to Operations excellence check list, Snap checks, validation reports, implementation and closure of audit/risk recommendation/ Risk Control Self-assessment and independent assessment.
 Achieve 95% in compliance and audit ratings within the branch network.
 Ensuring no operational losses through implementation of checks and balances and review of work by the operations team within the branch network.
 Ensure implementation and strict adherence of the approved Standard Operating procedures.
 Ensuring high level of customer satisfaction as per the bank’s customer service standards and guidelines.
 Coordinate centralization and standardization of operational processes across the bank and in conjunction with other control functions of the Bank.
 Continuous review, update, implementation and monitoring of adherence to the internal policies, procedures, and manuals.
 Working closely with operations officers in performing quality control checks daily (tick back).
 Supervision of Branch Controls/Branch Operations Units
 Advising and guiding Branch operational staff on passing entries meant to effect reversals and corrections under their jurisdictions.
 Co-ordinate data cleanup exercises and liaise with Enterprise Risk Management on critical data sets as set by various regulations.
 Conduct regular checks on income leakages and co-ordinate process improvements to prevent leakages.
 Guiding and closing all audit exceptions and risk review findings within the Branches.
 Running business continuity plans and optimization initiatives.
 Any other duty assigned from time to time.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

 Bachelor’s degree
 Master’s degree would be an added advantage.
 At least Eight (8) years’ experience in banking environment, with a track record of success within operations and operational control environments.
 Extensive knowledge of Banking theory and practice, Central Bank’s rules and regulations and procedures. Possess thorough knowledge of banking products and services and also a wider understanding of the general banking universe/Industry.
 Excellent and demonstrated leadership capacity including possession of strategic development, monitoring,
 execution and reporting skills (Have a strategic outlook)
 Strong organizational, administrative, and analytical skills including oral and written communication skills, negotiation and interpersonal skills and ability to motivate staff.
 Professional Banking qualification (AKIB) is an added advantage. more

JOB PURPOSE
Reporting to the Head of Business Development, the Branch Manager will be responsible for achievement of business targets and effective management of branch operations within regulatory framework and the Bank’s policies and risk guidelines.
KEY RESPONSIBILITIES

 Develop new business opportunities by proactively marketing for lending/deposit opportunities from current and... prospective clients.
 Provide leadership in performance management, employee development, talent management and building a work environment that drives high performance and employee satisfaction.
 Entrench a risk aware culture and develop risk self-assessment capability to identify, evaluate, mitigate, and monitor.
 Build   and maintain relationship with customers to the mutual benefit of both the customer and the bank
 Maintain good quality loan book by ensuring arrears on normal and watch accounts are collected promptly
 Entrench measurable and meaningful customer service standards and practices
 Ensure Compliance with the Bank’s policy, control guidelines and procedures
 Manage and monitor budget for the branch
 Collect market information from competitor products and levels of service.
 Ensure that customer service standards are set and maintained in line with the requirements of each market segment.
 Ensure that customer complaints are monitored, trends and root causes identified and addressed at source to prevent recurrence.
 Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channel.
 Ensure that opportunities to migrate customers to more appropriate, cost effective channels are identified and actioned.
 Ensure efficient, customer-orientated switchboard and telephone procedures.
 Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice.
 Complete disclosure to the customers in terms of accreditation, service fees, and commission.
 Ensure that laid-down instructions are adhered to by all areas under control.
 Identify major risks affecting the support function and ensure the necessary steps are taken to measure, monitor and control these risks.
 Monitor internal controls to ensure their adequacy and effectiveness. Recommend revision of controls to Operations, where appropriate, to address new or previously uncontrolled risks.
 Develop micro market sales plans to achieve responsive sales budgets/targets for branch.
 Gain a sound understanding of the different local market segments in the branch’s area of operation.
 Manage the sales tracking system and provide coaching and feedback to the team.
 Coach the sales team on product knowledge and making the most of cross-selling opportunities.
 To perform any other duty as assigned in line with the organization goals and objective.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

 Holder of bachelor’s degree in a business-related field.
 Relevant professional qualification in banking  AKIB/ACIB
 4 years’ experience in business development.
 Comprehensive knowledge of bank’s laid-down policies and procedures relating to all areas under control.
 Knowledge of the Retail Banking value proposition.
 Knowledge and understanding of the Area sales and service strategies.
 Ability to lead teams and deliver business results.
 Must be self-driven; possess excellent administrative, communication and interpersonal skills, strong organization, and negotiation skills. more

JOB PURPOSE

Reporting to the Head of ICT the job holder will be responsible for the management of card systems, ATMs, Mobile Banking, Agency Banking, Internet Banking, host to host and other interfaces to other banking channels .The job holder will be responsible for ensuring that all digital channel systems that are deployed in the bank are properly managed and supported to provide high... availability and exceptional customer experience on 24/7-hour basis.

KEY RESPONSIBILITIES

Responsible for establishing and monitoring and management of service level agreements with internal and external service providers to ensure high availability of every channel that exceeds customer expectations.
Research constantly for trends in self-service technologies to identify new implementation opportunities.
Perform Technical support for existing Channels.
Ensure that card systems and electronic banking systems operations and process are executed as required.
Manage resolution of systems related problems to the card systems and electronic banking systems.
Manage system implementation/upgrades of the card systems and electronic banking systems.
Deliver quality service to both internal and external customers and always provide high system availability of e channels systems.
Perform core systems administration tasks, that is, the custodian of systems, ensure security of systems and information, maintain inventory of systems, and perform authorized users’ administration.
Ensure that all procedures as laid down in the Asset Management Policy or other policies as advised are adhered to.
Ensure that card systems and electronic banking systems are protected and properly secured.
Proper change management systems.
Electronic banking channels monitoring and support to provide high availability 24/7-hour basis.
Ensure business continuity through timely backups of the systems.
Keep track of systems and user related issues and attend to them promptly.
Perform system upgrades and apply system patches promptly received from system vendors.
Adhere to change control procedures in implementing system change.
Assist audit in fraud investigation and implementing corrective measures.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

A university degree in computer science/IT (a must)
ITIL foundation level certification (added advantage)
MCSA in SQL (added advantage)
MCSA in windows server (added advantage)
Minimum of 3 years’ experience in a banking ICT environment, supporting applications and channels.
Proven knowledge and experience in electronic channels and digital technology operations.

DESIRED COMPETENCIES

Good accounting knowledge.
Good knowledge of the banking industry digital channels and the trends.
Excellent communication & inter-personal skills and the capability to understand and manage several products deployment & support the same.
Demonstrated leadership, personnel management, and project management skills.
A good understanding of latest banking technologies and developments in ATM /CDM technologies
Strong analytical and product management skills
Ability to work independently with users to define concept. more

JOB PURPOSE

Monitors and controls the status and daily activities of the Bank’s communications network. This includes in–house telephone systems, all personal computer (PC) servers and workstations, all aspects of Windows software, the local area network (LAN) and the wide area network (WAN), and all activities related to the security of the Bank’s networks. Performs or oversees all necessary... configuration tasks, including but not limited to: employee additions and deletions, security maintenance, email profiles and Internet access. Performs necessary repairs and/or replacement of failed system components to ensure timely response and equipment availability. Provides assistance in problem identification and diagnosis, takes necessary action to resolve problems, as expeditiously as possible and ensures proper functionality of all hardware and software components of the Bank’s systems. Acts as liaison and point of contact to user departments for all voice and data communications and PC hardware and software functionality.

KEY RESPONSIBILITIES

Responsible for the evaluation, selection recommendation and installation of hardware and software required to ensure network security and protection of customer information, to include firewalls, anti–virus software, intrusion prevention and intrusion detection software, content filtering software and software patch management.
Manage network availability, Service Recovery, to ensure projects, incidents; problems are addressed according to defined set of policies, processes, procedures, and Banks SLA’s.
Effectiveness of integration of network strategy / blueprint with the bank’s business strategy.
Effectiveness of the network security (policy, controls, and infrastructure) with regard to protection against exposure to and impact of risks associated with data loss, corruption and/or unauthorized access.
Plans, Designs, and implements network projects in accordance with Bank’s requirements and Monitor Capacity/Performance of the networks to ensure optimum efficiency.
Maintains up–to–date records and information on network/branch configurations, including hardware and software components, their locations, reliability, and service history.
Responds to hardware and software Help Desk calls related to the banks network.
Installs, repairs and upgrades servers and PC hardware as required and in accordance with banks policies.
Maintains up–to–date inventory of hardware and software and their replacement components.
Assists Bank users in the analysis and evaluation of new server and PC–based software products.
Coordinates and performs installation, maintenance and upgrades to server and PCbased software.
Assists in training users on hardware/software utilization and maintenance.
Responsible for installation and maintenance of the in–house telephone system.
Responsible for the maintenance of the Bank’s disaster recovery plan data communication network including updates to the disaster recovery plan.
Participates in the testing of the disaster recovery plan on a periodic basis as per the banks policies.
Deliver services that meet regulatory specifications. Work with internal and external auditors to document and confirm that all security administrative duties are properly performed as well as demonstrate overall compliance.
Manage the 3rd party’s Information Security risk assessments process to ensure risk transparency and business acceptance, contractual obligations, due diligence assessments and enable risk-based decision making to support the Bank’s Third-Party Risk Program.
Develop, update, and ensure completion trainings and awareness initiatives throughout the Bank on a periodic basis. In addition, ensure respective reporting tracking metrics in place.
Evaluate and recommend security products, services, and/or procedures to enhance productivity and effectiveness.
Manage specified Network /Information Security related projects from inception to completion.
Provide guidance, evaluation, and advocacy on Information systems security audit responses.
Coordinate and track all information technology and security related audits.
Liaise with Internal Audit, IS audits, VAPTS maintaining excellent relationships and provide transparency.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

Bachelor’s degree in computer science, Information Technology, or related field.
CCNA, other relevant professional qualifications in IT field (added advantage)
Project Management certification and experience will be an added advantage.
Knowledge and experience configuring Active Directory and DNS.
Three years’ experience in network support on medium to large organizations.
Working experience in a bank or other financial services institutions.

DESIRED COMPETENCIES

Ability to effectively design and plan networks and server hardware for optimal performance.
Knowledge and effective application of all relevant banking policies, processes, and procedures
Thorough understanding of fundamental security related frameworks and network concepts
Hands-on troubleshooting, analysis, and technical expertise to resolve incidents and requests.
Ability to communicate effectively at different levels of the organization.
Excellent problem-solving abilities and analytical skills.
Ability to see the big picture with high attention to critical details.
Results oriented and can achieve desired outcomes independently.
Highly motivated and energetic with ability to multi-task effectively
Ability to complete projects and perform daily tasks with minimal supervision more

JOB PURPOSE
To provide excellent customer service on both inbound and outbound calls
KEY RESPONSIBILITIES

Promptly resolving customers enquiries at the first instance by using the bank’s systems and escalating to the relevant teams when need arises.
Keep a comprehensive record of all engagements in the call center data bank.
Cross-selling and marketing the Bank’s products and services
Run... cold call scripts as part of building bank brand awareness.
Identify customer needs, clarify information, and provide timely solutions.
Ensure customer service quality and utmost customer satisfaction to attract prospective customers and retain existing ones.
Regularly updating oneself on matters bank products, call center systems and bank brand
Keeping customers updated on bank procedures and systems, process flows, customer requirements and any other relevant information on the bank.
Reporting and giving feedback to operation management on levels of customer satisfaction and recurrent issues.
Provide necessary support to all arms of the bank.
Ensure utmost compliance to the Bank’s policies and Procedures.
Any other duties assigned by the Operation management.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

Degree in a Business Management, Accounting, Finance or Business Administration.
Professional banking qualifications will be added advantage
1 Year work experience in a bank
Experience in customer service, retail banking and/or financial institution.
Computer literacy and Switchboard management skills
Product and segment knowledge and mastery
Excellent written and oral communication
Active listening and interpersonal skills.
Patient and empathetic attitude.
Adaptability and flexibility.
Negotiation and marketing skills.
Ability to work under pressure and under minimal supervision.
Attention to detail
Possess administrative skills and the ability to work as part of a team.
Strong organization, and negotiation skills. more