Principle Accountabilities


Handle customers’ routine enquiries regarding the Bank’s standard tariff, deposit Interest rates and general exchange rate information.
Deal with customers’ general account queries, arrange inter account transfers and order statements.
Arrange for ordering of cheque books and paying in books, including any customized Stationery.
Arrange opening, closing and... transfer of accounts, as well as input and amendment of Customer account details.
Co-ordinate set up, amendment and cancellation of regular payments instructions
Deal with inward and outward payments (including obtaining necessary customer Authorities).
Obtain and action customer requests for local and International Payments through Trade Finance Department and /or other relevant centers
Act as principal point of contact in the unit when the Manager is away
Deal with customer queries regarding branch based Bank products and services, ensuring all issues are captured on the system. 
Deal with customer complaints to rectify causes to avoid recurrence of similar queries/complaints, in accordance with procedures
Champion a culture of operational excellence to deliver ever- improving performance standards to IB customers
Identify improvements to processes and procedures that will improve the delivery of excellent operational service and effectiveness, and champion these improvements, within agreed guidelines
Identify cross-sell opportunities within managed customers 


Key Competencies and Skills


Builds networks and maintains strong relationships
Good negotiation skills
Able to listen keenly
Pleasant and able to relate well in diverse social set ups and teams
Upholds high standard of Professionalism, integrity and respect for others 


Minimum Qualifications, Knowledge and Experience


Bachelor’s degree in Commerce/Business-related field.
Good analytical skills
Knowledge of Institution Banking products/Ready and willing to learn
Highly effective communication and collaboration skills
High level of cooperation with others and is responsive to the bank’s and team’s needs more

rinciple Accountabilities


Develop and communicate a clear vision and strategy for the Value Added Services Tribe.
Align tribe initiatives with the organization’s innovation and customer engagement strategies.
Prioritize the development of high-impact customer centric digital solutions.
Oversee the creation of ERP solutions tailored to business customers, enabling streamlined operations... and efficiency.
Identify opportunities to introduce new value-added services that address customer pain points and foster loyalty.
Incorporate customer feedback and market insights into the continuous improvement of VAS products.
Collaborate with internal teams, technology partners, and third-party vendors to optimize channel performance.
Establish and manage strategic partnerships that enhance distribution and service delivery.
Align business channel strategies with key stakeholders, including other business team in the group, credit, risk & compliance, technology and marketing.
Lead and develop a high-performing team, including scrum masters and product owners. 
Foster a culture of innovation, collaboration, and agile execution.
Provide coaching, mentorship, and training to enhance team capabilities and drive performance excellence. 


Key Competencies and Skills


Strong leadership, analytical, and strategic thinking skills.
Expertise in Agile methodologies, digital solutions, and product management.
Deep understanding of customer behavior, market trends, and data-driven decision-making.
Experience driving digital adoption, automation, and omnichannel strategies.


Minimum Qualifications, Knowledge and Experience


Bachelor’s degree in Business, Marketing, IT, or a related field (Master’s degree preferred).
10+ years of experience in business channels, digital transformation, sales, or distribution management.
Strong background in Agile execution, with experience leading teams of Scrum Masters and Product Owners.
Proven expertise in digital banking, fintech, telecom, or e-commerce platforms. more

Principle Accountabilities


Define and communicate a clear vision and strategy for the Process Digitization.
Align tribe initiatives with the organization’s digital transformation and innovation goals.
Develop a roadmap for process digitization, prioritizing key areas with the greatest impact.
Lead the digitization and automation of core business processes to enhance efficiency and... customer satisfaction.
Implement data-driven decision-making to optimize processes and reduce operational bottlenecks.
Ensure seamless integration of digital solutions with existing systems and platforms.
Collaborate with internal teams, technology partners, and third-party vendors to optimize channel performance.
Establish and manage strategic partnerships that enhance distribution and service delivery.
Align business channel strategies with key stakeholders, including other business team in the group, credit, risk & compliance, technology and marketing.
Lead and develop a high-performing team, including scrum masters and product owners.
Foster a culture of innovation, collaboration, and agile execution.
Provide coaching, mentorship, and training to enhance team capabilities and drive performance excellence.


Key Competencies and Skills


Proven track record of leading agile teams and delivering successful digital solutions.
Strong knowledge of process automation tools, digital platforms, and emerging technologies.
Experience in leading multi-disciplinary teams, including Product Owners and Scrum Masters.
Demonstrated ability to strategize and execute large-scale digital transformation initiatives. 


Minimum Qualifications, Knowledge and Experience

Experience, Academic & Professional Qualifications


Bachelor’s degree in Business, IT, Computer Science, or a related field (Master’s degree preferred).
10+ years of experience in digital transformation, process optimization, or product management.
Expertise in Agile frameworks (Scrum, Kanban),Lean methodologies and design thinking. more

Principle Accountabilities


Develop and execute a comprehensive multi-channel strategy, ensuring alignment with the group's innovation agenda.
Drive the expansion and optimization of digital, physical, and partner-led distribution channels.
Leverage data and market insights to enhance customer engagement and revenue generation.
Lead and oversee a team of Scrum Masters and Product Owners... to ensure effective Agile execution.
Drive the development and iteration of business channel solutions using Agile methodologies.
Foster a culture of continuous improvement, experimentation, and rapid innovation.
Spearhead the digitization of business channels, working closely with IT and Product teams.
Integrate emerging technologies, such as AI, automation, and data analytics, to enhance channel efficiency.
Ensure seamless omnichannel experiences across digital platforms, mobile banking, and customer touchpoints.
Develop and implement strategies to maximize channel profitability and customer acquisition. 
Monitor and analyze channel performance, identifying opportunities for growth and efficiency.
Optimize the cost structure while ensuring scalability and sustainability of business channels.
Ensure seamless and consistent customer experiences across all business channels.
Utilize customer insights and data analytics to refine and improve engagement strategies.
Implement personalized and data-driven approaches to enhance customer retention and satisfaction.
Collaborate with internal teams, technology partners, and third-party vendors to optimize channel performance.
Establish and manage strategic partnerships that enhance distribution and service delivery.
Align business channel strategies with key stakeholders, including other business team in the group, credit, risk & compliance, technology and marketing.
Lead and develop a high-performing team, including scrum masters and product owners.
Foster a culture of innovation, collaboration, and agile execution.
Provide coaching, mentorship, and training to enhance team capabilities and drive performance


Key Competencies and Skills


Strong leadership, analytical, and strategic thinking skills.
Expertise in Agile methodologies, digital solutions, and product management.
Deep understanding of customer behavior, market trends, and data-driven decision-making.
Experience driving digital adoption, automation, and omnichannel strategies.


Minimum Qualifications, Knowledge and Experience

Experience, Academic & Professional Qualifications


Bachelor’s degree in Business, Marketing, IT, or a related field (Master’s degree preferred).
10+ years of experience in business channels, digital transformation, sales, or distribution management.
Strong background in agile execution, human centered design, with experience leading teams of Scrum Masters and Product Owners.
Proven expertise in digital banking, fintech, telecom, or e-commerce platforms. more

Principle Accountabilities


Develop and maintain a clear product vision and strategy that aligns with the organization’s business objectives.
Collaborate with stakeholders to identify customer needs and market opportunities.
Continuously refine the product vision based on market trends, customer feedback, and strategic goals.
Create and maintain a well-defined product backlog,... prioritizing features based on business value, customer impact, and technical feasibility.
Write clear, concise, and actionable user stories and acceptance criteria.
Prioritize backlog items to ensure that the development team is focused on delivering the most valuable features.
Actively participate in sprint planning, daily stand-ups, sprint reviews, and retrospectives.
Ensure that the development team understands the product vision and goals of each sprint.
Review and accept completed stories, ensuring they meet the acceptance criteria and quality standards.
Conduct market research and customer analysis to understand the user journey and pain points.
Monitor product performance and gather feedback to make data-driven decisions.
Incorporate design thinking principle in the product delivery life-cycle. 


Key Competencies and Skills


Strong understanding of the design thinking methodology and has demonstrated experience applying.
Proven experience in creating user stories, managing product backlogs, and prioritizing work.
Excellent communication, collaboration, and stakeholder management skills.
Proficiency with product management tools like Azure DevOps, Jira, Figma.
Ability to translate business requirements into technical tasks.


Minimum Qualifications, Knowledge and Experience

Experiences, Academic & Professional Qualifications


Bachelor’s degree in Business, IT, Computer Science, or a related field.
7+ years of experience as a Product Owner or in a similar role within an agile environment.
Strong understanding of Agile methodologies (Scrum, Kanban) and product management principles more

Principle Accountabilities


Develop and implement commercial strategies that align with the innovation and product roadmap.
Conduct market research and competitor analysis to identify emerging trends and business opportunities.
Collaborate with the Product Owner to define value propositions and pricing models for innovative products and services.
Develop business cases to support new... product development and commercialization initiatives.
Lead go-to-market planning, including launch strategies, marketing campaigns, and sales enablement.
Work closely with marketing and sales teams to develop product positioning and messaging.
Create sales presentations, product briefs, and promotional materials to support commercialization efforts.
Train sales teams on new product features and benefits to enhance customer engagement.
Build and maintain relationships with key stakeholders, including customers, partners, and internal teams.
Identify and engage potential partners to expand market reach and distribution channels.
Gather and analyze customer feedback to inform product improvements and future innovations.
Track key performance indicators (KPIs) related to commercial success, such as sales revenue, market share, and customer satisfaction.
Prepare regular reports and presentations on commercial performance and strategic initiatives.
Continuously assess the effectiveness of commercial strategies and recommend improvements as needed.


Key Competencies and Skills


Strong understanding of go-to-market strategies, product commercialization and agile delivery.
Excellent analytical and strategic thinking skills.
Strong communication and presentation abilities.
Demonstrated ability to build and maintain relationships with stakeholders and partners.


Minimum Qualifications, Knowledge and Experience

Experiences, Academic & Professional Qualifications


Bachelor’s degree in Business, Marketing, Commerce, or a related field.
5+ years of experience in digital & conventional commercialization in financial services.
Proven experience in a commercial or business development role, preferably within an innovation or product development environment. more

Principle Accountabilities

Financial Performance 


Achieve the set monthly and annual sales targets for all the consumer Banking products for this segment.
Prospect, anticipate and close all sales leads within the shortest time possible in an efficient way.
Develop a clear aggressive sales pipeline for both existing and potential customers. 
Prospecting and recruiting new customers... for the various Consumer Banking products, understanding their needs and requirements. 


Customer Experience 


Identifying customer needs not met by existing products and the implementation of new products and services.
Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship. 
Perform customer onboarding activities and touch activities as per CRM workflows.
Manage all escalations related to diaspora support.
Ensure customers are well supported on e-channels uptake to promote utilization.
Ensure first contact resolution for all queries directed to you.
Achieve departmental NPS score of 60


Operational Effectiveness  


Attend to daily refers and excesses requests; Proactive management of NPL for assigned portfolio.
Ensure compliance with operations risk requirements e.g.
KYC, AML, Health & safety standards, security of Premises.
Ensure good health of assigned portfolio by actively managing encroachments, Accountability reports and write offs. 
Close gaps/lapses identified; take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame.
Prepare and submit reports to the relevant stakeholders within agreed format and timelines (daily, weekly, monthly, quarterly) 
Use of digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service.
Achieving a ‘Good’ audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited.
100% adherence to policies, procedures and statutory guidelines. Minimize exposure to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML regulations.
Utilize the MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable. 
Present reports that facilitate informed and sound decision-making. Trends, insights and concerns with recommendations clearly elaborated.
Achieve schedule adherence and availability targets as per Contact Centre productivity measures. 


People, Learning and Growth 


Proactively manage own learning and development.
Deliver performance objectives set. Institute immediate corrective action where performance is below par. 
Championing team training on matters related to the homeward proposition. 


Minimum Qualifications, Knowledge and Experience

Academic:


Bachelor’s degree from a recognized accredited university.
Certificate of Proficiency in Insurance (COP) will be an added advantage.
Being a CISI fellow is an added advantage.


Professional:


3-4 years’ working experience in a Customer Management role.
In-depth knowledge of the local and Diaspora Banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general commercial regulations and practices. 
Appreciation of Diaspora Banking as a proposition.
Interaction/Understanding of CRM tools. more

Principle Accountabilities


Create systematic and consistent lead generation from project marketing efforts, cold calling, referrals, lead generation services and other forms of media. All engagements to be on the CRM.
Ensure that all client engagements from prospecting to closure are on the CRM.
Conduct surveys to identify price of competing properties on the real estate market and relay... the same to their supervisor
Provide periodic (daily, weekly and monthly) sales reports (client pipeline) to company management on sales operations and generated returns using CRM systems
Build and maintain relationships with clients by providing support, information and guidance through the entire customer journey.
Participate in the promotion of property sales on organized events such as expos, site activations, mall activations among others.
Follow up and ensure the preparation and approval of documents such as booking forms, offer letters, sale agreements and transfer documents
Upload customer payment evidence on the CRM for validation
Ensure customer payment plans are followed up and all collections done on time. Achieve 85% compliance to customer payment plans. Issue cancellation notices through the CRM as per policy.
Ensure all mortgage clients are identified early, their mortgage applications created and tracked centrally.
Ensure compliance with real estate laws and policies when conducting property sales. Act with high levels of professionalism in all client engagements


Key Competencies and Skills


Excellent communication, influencing and negotiating skills
Astute sales skills
High integrity
A strong team player
Ability to adopt a flexible approach to meet targets and the needs of the business


Minimum Qualifications, Knowledge and Experience

Academic & Professional


Minimum Diploma in Business Administration, Marketing or related field
A competent user of the Internet, Microsoft Outlook, Microsoft Word, Microsoft PowerPoint and Microsoft Excel.


Experience


At least 2 years’ experience in financial or real estate industry
Experience in using customer relationship management tools
Proven track record of sales
Own network of potential leads
Experience in handling high net-worth clients more

Principle Accountabilities

Responsibilities


Present, promote and sell products to existing and prospective customers
Establish, develop, and maintain positive business and customer relationships
Reach out to customer leads through cold calling and continuously improve through feedback.
Expedite the resolution of customer problems and complaints to maximize satisfaction
Deliver the... agreed-upon sales targets and outcomes within agreed timelines.
Coordinate sales efforts/activations with team members and other departments
Analyze the territory/market’s potential, track sales and status reports
Supply management with reports on customer needs, problems, interests, competitive activities and potential for new products and services.
Keep abreast of best practices and promotional trends.
Any other duties as may be assigned from time to time.


Requirements


Proven work experience as a sales representative
Excellent knowledge of MS office
Highly motivated and target driven with a proven track record in sales
Excellent selling, communication and negotiation skills
Prioritizing, time management and organizational skills
Ability to create and deliver presentations tailored to the audience needs
Relationship management skills and openness to feedback 


Key Competencies and Skills


SKILLS AND ATTRIBUTES
Excellent communication and interpersonal skills.
Excellent planning and organization skills.
Ability to work under pressure.
Excellent problem solving and decision-making skills.
Knowledgeable with industry’s rules and regulations.
Results driven and customer focused.
Basic understanding of the insurance industry and products.


Minimum Qualifications, Knowledge and Experience

Education:


Business/Insurance related Degree.


Professional:


Certificate of proficiency in Insurance (COP).


EXPERIENCE:


1 year’s sales experience. more

Principle Accountabilities


Negotiation.
Develop and refine negotiation skills to maximize the recovery of delinquent accounts while maintaining positive customer relations.
Customer Outreach.
Contact delinquent account holders through digital channels such as email, SMS, and online chat to remind them of outstanding payments.
Payment Negotiations.
Engage in negotiations to... establish payment plans or settlements with customers who are behind on their payments, while adhering to bank policies and regulations.
Security and Confidentiality.
Safeguard customer information and maintain the confidentiality of sensitive data in accordance with data protection laws and bank policies.
Customer Assistance.
Assist customers in understanding their financial obligations, payment options, and the consequences of non-payment, while demonstrating empathy and professionalism. Handle questions or complaints regarding digital loans.
Record-keeping
Maintain accurate records of all communication with customers, payment arrangements, and any relevant information regarding the collection efforts and keeping track of assigned accounts to identify outstanding efforts.
Investigate and resolve discrepancies together with the team leader.
Plan course of action to recover outstanding payments.
Create trust relationships with debtors when possible to avoid future issues.
Update account status regularly.
Alert superiors of debtors unwilling or unable to pay when necessary.
Communicate with management and other team members about methods and strategies to ensure a positive rate of customers agreeing to repay their debts.
Participate in team meetings and huddles for improvements in the team process and tasks.


Key Competencies and Skills

Technical Competencies


Data Analysis
Reporting.
Regulatory framework Knowledge.
Adherence to data protection statutes
Digital Communication Tools.
Credit Scoring and Risk Assessment.
General competencies
Excellent communication and people skills.
Apt in negotiating and persuading.
Customer Service Orientation.
Time management.
Problem solving.
Emotional intelligence
Strong business acumen


Minimum Qualifications, Knowledge and Experience

Qualifications- Academic and Professional


Bachelor’s degree from an accredited University preferably in a business-related field


Experience


Experience in working with targets and tight deadlines.
At least one-year experience in a collection/recoveries role
Working knowledge of MS Office and databases. more