Job Summary

Provide first contact customer support through the available channels in the Bank’s 24/7 Contact Center

KEY PERFORMANCE INDICATORS


Transactional Customer Satisfaction Index and/or NPS Score
Number of resolved client queries at first contact.
Service Quality Assurance Score
Adherence to Service Level Agreements & Schedule
Campaign reach rate
Compliance to KYC/AML... and applicable banks processes and procedures
Product and Process Post Training Score


KEY RESPONSIBILITIES


Handle customer enquiries and concerns through the various channels in the Contact Centre and Reception.
Obtain information necessary to respond appropriately to customer requests or route interactions.
Ensure adherence to schedule & managing of customer interactions for delivery of planned Service Level.
Identify and escalate/route complex customer issues to the appropriate person/department for resolution as per the escalation matrix. 
Receive and process customer’s instructions as per procedure.
Onboard customers onto the digital platforms & encourage utilization.
Document all interactions according to the standard operating procedures. 
Make outgoing calls to customers’ existing and potential customers and track details of the interaction as prescribed in the campaign. 
Build value demand by educating customers about available services, products, or benefits to sell, cross sell and upsell.
Initiate investigation through escalation of complaints not solved on-line to the Back-office Team and Contact Centre Operations Manager.
Support in Service Quality Audits from time to time.
Any other duties as shall be assigned from time to time.


Educational Qualification


Undergraduate degree from a recognized university.


Professional Qualifications


 Certification in contact center or customer services is an added advantage


Knowledge and Skills


Excellent command of written and spoken English and Swahili.
Experience manning multiple queues.
Experiencing using Customer Relationship Management Tools Knowledge of KYC/AML and Data Privacy
Knowledge of customer service principles and practices. 
Excellent data entry and typing skills.
Proficient in MS Office Applications


Experience


1 year work experience in a financial institution, front facing or Contact Centre role in the service industry more

KEY RESPONSIBILITIES


Manage and resolve end user calls logged onto the Helpdesk system
Develop accurate reports regarding the progress of all categories of registered tickets on helpdesk and circulate the same on a daily basis
Perform software/hardware installation, updates including formatting, hot swapping, ghosting etc. on all HQ and branch support PCs
Perform telephone... support/online support to various functions of the organization
Ensure full compliance of McAfee antivirus DAT updates on all Desktops and Servers
Plan and implement Software update services for patch management on Servers and desktops
Carry out quarterly preventive maintenance based on a well known schedule
Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and local-area network access problems.
Creating and modify user profiles in Active Directory.
Carry out daily, weekly, monthly, quarterly and end of year backups for all Departmental, Home and other folders and may be available from time to time.
Play an active role in the successful Implementation of ICT Projects, Active Directory design and implementation, SharePoint Deployment, customer images management, backups and security configuration.
Manage Windows 2003 Web, Antivirus and Domain authentication servers.
Develop an upgrade plan to Windows 2008 and Exchange 2007 upgrades.
Carry out any other ICT duties/tasks as may be assigned from time to time by the supervisor or his appointee more

Job Description

The Treasury Manager is responsible for safeguarding the company's financial health by ensuring that its assets and liabilities are aligned to meet its strategic objectives and minimize risk. This position requires a deep understanding of financial markets, risk management principles, and regulatory compliance. The Treasury Manager will be responsible for overseeing the... company's balance sheet and managing its exposure to interest rate, credit, and liquidity risks.

Key responsibilities

Cash Flow Management:


Monitor daily cash inflows and outflows.
Forecast cash requirements and manage liquidity.
Optimize cash balances across different accounts.
Manage bank relationships and negotiate favorable terms.


Investments:


Develop and implement investment strategies.
Manage investment portfolios, including bonds and derivatives.
Assess investment risks and returns.
Monitor market trends and adjust investment strategies accordingly.


Risk Management:


Identify and assess financial risks, such as currency fluctuations, interest rate changes, and credit risk.
Implement risk mitigation strategies and hedging techniques.
Monitor and report on risk exposures.


Data Analysis:


Collect, analyse, and interpret financial data.
Prepare reports and presentations for management.


Compliance:


Ensure compliance with financial regulations and accounting standards.
Maintain accurate financial records and documentation.


Qualifications


Bachelor’s degree in finance, Accounting, or a related field.
6 years of relevant experience
Strong analytical and problem-solving skills.
Experience in a treasury or corporate finance role.
Proficiency in financial modeling and data analysis tools.
Knowledge of financial markets and investment instruments.
Understanding of risk management principles.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.


Supervision and Relationships

Staff Reporting Directly to the Job Holder


None


Relationships


Treasury
Risk and compliance department
Business
Finance


Competencies


Builds Networks
Business Insight
Collaborates
Courage
Drives Results
Ensures Accountability
Financial Acumen
Manages Complexity more

JOB PURPOSE STATEMENT

The Property maintenance Officer is responsible for maintaining the bank’s head office and branch look and feel, managing repair and maintenance estimates, handling landlord relations, and ensuring efficient facilities management. The role also involves liaising with procurement to oversee lease agreements and ensuring compliance with contractual obligations. Additionally,... the role requires close collaboration with the Finance Team and the Admin Supervisor to streamline operational processes and financial reconciliations related to Facilities and facility management.

KEY RESPONSIBILITIES.

Head Office and Branch Look and Feel Management


Ensure all bank branches adhere to the corporate branding and aesthetics standards and OSH requirements.
Conduct periodic inspections to maintain a clean, organized, and professional branch environment.
Coordinate with relevant teams to address any deviations in branding, signage, and overall presentation.


Repair and Maintenance Estimates


Assess and document branch maintenance and repair needs.
Obtain and evaluate cost estimates for repairs, renovations, and facility upgrades.
Liaise with vendors and contractors to ensure timely and cost-effective resolution of maintenance issues.


Landlord and Lease Management


Act as the primary point of contact for landlords regarding lease terms, rent payments, and Facilities concerns.
Handle lease renewals, rent escalations, and negotiations in collaboration with procurement and legal teams.
Resolve any disputes or issues related to lease agreements and landlord expectations.
Work closely with the Finance Team to track rental payments, lease-related costs, and ensure accurate financial reporting.


Facilities Management


Oversee the functionality and maintenance of branch infrastructure, including utilities, security, and HVAC systems.
Ensure all facilities comply with safety, health, and regulatory requirements.
Coordinate with service providers for cleaning, security, and other facility-related services.
Collaborate with the Admin Supervisor to streamline administrative support for facility-related needs.
Coordinate and manage scheduled preventative maintenance for mechanical and electrical assets in the buildings.
Manage and maintain compliance with building codes in terms of fire protection, smoke detection, HVAC, electrical installations, wet services etc.
Ensure compliance to all Health and Safety requirements as per the country applicable legislation and company policies, standards, procedures and protocols.
Ensure compliance with the Contractor Management Health and Safety standards.
Responsible for the implementation and adherence to statutory requirements, regulations, and codes of practice.
Identify, assess, and mitigate risks within the facility to protect assets, personnel, and operations.
Responsible for the upkeep and improvement of the facilities.


Procurement & Finance Liaison


Work closely with Procurement to track lease agreements, renewals, and expirations.
Ensure lease terms are adhered to, and all necessary documentation is updated.
Assist in negotiating lease agreements and ensuring cost-effectiveness for the bank.
Partner with the Finance Team to ensure timely processing of rental payments and proper budget allocations for facility expenses.


Key Competencies & Skills:


Facilities and Facilities management experience, preferably in a banking environment.
Strong negotiation and landlord relationship management skills.
Knowledge of lease agreements, financial reconciliation, and procurement processes.
Ability to manage multiple branches and prioritize tasks effectively.
Strong analytical skills for cost estimation and budgeting.
Good understanding of health and safety regulations in workplace management.
Excellent communication and stakeholder management skills.
Proficiency in MS Office and Facilities management software.


Qualifications & Experience:


Bachelor’s degree in Facilities Management, Quantity Surveyor, Real Estate, Procurement, Business Administration, or a related field.
Minimum 3 years of experience in facilities management, Facilities administration, or lease management.
Experience in a banking or financial institution is an added advantage.
Strong background in financial reconciliation related to lease and facility expenses.


Work Environment:


Office-based with frequent site visits to various branches.
Regular interaction with finance, procurement, landlords, vendors, and the admin team. more

Role Summary / Purpose:


The role supports the Group Head of Audit in assisting the Board and Executive Management to protect the assets, reputation and sustainability of the Old Mutual Group.
The role will be responsible for execution of audit assignments at Faulu Microfinance Bank Limited and other entities within Old Mutual Group East Africa.
The role will report to the Head of Audit,... East Africa and will support with the implementation of the GIA strategy and mandate for the said portfolio.


Role Description & Key Result Areas:


To participate in development and implementation of risk-based audit plans.
To execute and manage audits for Faulu Microfinance Bank Limited as well as audits for Old Mutual entities in East Africa as required in accordance with the Group Internal Audit (GIA) methodology.
Champion advanced data analytics and Continuous Audit Monitoring (CAM) as part of GIA’s digital enablement strategy.
To help the Group deliver the strategic initiatives successfully by focusing on the significant risks, both existing and emerging.
Provide independent opinion on risk & control environment for the various business units or processes.
Engage with business process owners to agree on audit deliverables (risk assessments, control workshops and adequacy assessments), timeframes and reporting in relation to work done.
Deliver audit assignments on time & in accordance with the Group Internal Audit (GIA) methodology and as per agreed quality standards.
Challenge and influence the relevant executives to improve the governance, risk, and control culture.
Engage and provide audit assurance to Executive Management and the respective Audit and Risk Committees.
Manage staff within area of responsibility, including budgets.
Develop and maintain relationships with key stakeholders including Board Audit Committee, Senior Management, Risk Officers among others.
Contribute to developmental interventions and on the job coaching


Qualifications and Experience:


A bachelor’s degree in business, Finance or IT.
Professional qualifications - CPA, CISA, ACCA, CISM, CRISC, COBIT, CIA.
Proficient in use of advanced data analytics tools and continuous auditing eg Python, ACL, IDEA.
Minimum of six years relevant experience in the internal audit function and / or external audit function. Experience in the financial services industry is an added advantage. more

JOB PURPOSE


To assess, price and determine terms for risks presented within set standards of service in a manner to ensure quality selection of risks and timely service.
Raise premium debits, credits in a timely manner within the TATs 


PRINCIPAL ACCOUNTABILITIES.


Determine acceptability of risks, monitor and review terms of accounts assigned 
Raise premium debits and credits... for work allocated within TAT  
Capture insured, risk, and premium data correctly in the system 
Prepare and follow up renewal notices to ensure retention.
Requisition for premium refund to facilitate issue of cheque 
Ensure that premiums are paid in respect of accounts managed
Maintain effective business relationships to ensure effective delivery of service
Maintain service standards to ensure high quality customer service is delivered. 


KNOWLEDGE AND EXPERIENCE.


Qualifications:  1st Degree
Experience:  1 year experience is an added advantage.


SKILLS AND COMPETENCIES. 


Product Knowledge and functions of the various departments. more

Key Tasks and Responsibilities


Collect and present key macro and financial market related data to the Investment team
Drafting economic reports.
Create and maintain financial models for listed companies
Participate in asset class and investment committee meetings.
Assist the investment dealer in certain dealing functions.
Attend Investor Briefings and meetings.
Other investment... related tasks.


Skills and Competencies


Ability to use Microsoft Office suite- MS-Word, MS- Excel and MS-PowerPoint.
Financial modelling skills are an extra advantage.
Presentation and writing Skills.


Knowledge, Experience and Qualifications


At least a Bachelor’s degree.
Preferably in a business course.
Any other degree with demonstrated interest and relevant skills is suitable.
Pursuing CIFA/CFA is an added advantage.
Preferably a recent graduate within the last 2 years. more

JOB PURPOSE 


Enforce underwriting controls including on-boarding, certificates, booking of business, and documentation.
Implement underwriting guidelines, process, and procedure to ensure quality underwriting and business.
Ensure profitability of the department through quality control and on-boarding 
Quality documentation timely turn around - TAT and 
Excellent customer service and... retention support.


KEY RESPONSIBILITIES


Enforce underwriting controls.
Ensure compliance with underwriting guidelines and Standard Operating Procedures.
Ensure clean and accurate data capture.
Timely preparation of quotations and follow up.
Debiting of premiums and processing of policy documents within set timelines 
Processing and checking of underwriting Documents.
Issuing & signing of Motor Certificates and Yellow cards.
Review and dispatch of notices and documents.
Ensure that work is done within the set standards of service and TAT.
Prepare relevant reports for management and departmental consumption.
Give quality customer service to all clients.
Safe keeping of security documents.
Daily scanning and indexing of mails.
Initiating motor valuation and follow up.
Adherence to the credit control policy. 
Follow up renewals and ensure maximum retention of profitable accounts. 
Timely processing refunds and follow up. 
100% Adherence to the authority matrix.
Ensure registry is fully maintained, orderly and up to date. 
Ensure compliance of AML and PEP guidelines 
Ensure cross sale and up sale opportunities are maximized.
Perform any other duties as may be required by the management.


SKILLS AND COMPETENCIES


Basic Underwriting skills and product knowledge 
Customer service skills 
Good Communication Skills
Computer Literate


QUALIFICATIONS (Academic, Professional, Experience)

Qualifications: 


Degree preferably in insurance 


Experience: 


1 year and above more

JOB PURPOSE 


Enforce underwriting controls including on-boarding, certificates, booking of business, and documentation.
Implement underwriting guidelines, process, and procedure to ensure quality underwriting and business.
Ensure profitability of the department through quality control and on-boarding 
Quality documentation timely turn around - TAT and 
Excellent customer service and... retention support.


KEY RESPONSIBILITIES


Enforce underwriting controls.
Ensure compliance with underwriting guidelines and Standard Operating Procedures.
Ensure clean and accurate data capture.
Timely preparation of quotations and follow up.
Debiting of premiums and processing of policy documents within set timelines 
Processing and checking of underwriting Documents.
Issuing & signing of Motor Certificates and Yellow cards.
Review and dispatch of notices and documents.
Ensure that work is done within the set standards of service and TAT.
Prepare relevant reports for management and departmental consumption.
Give quality customer service to all clients.
Safe keeping of security documents.
Daily scanning and indexing of mails.
Initiating motor valuation and follow up.
Adherence to the credit control policy. 
Follow up renewals and ensure maximum retention of profitable accounts. 
Timely processing refunds and follow up. 
100% Adherence to the authority matrix.
Ensure registry is fully maintained, orderly and up to date. 
Ensure compliance of AML and PEP guidelines 
Ensure cross sale and up sale opportunities are maximized.
Perform any other duties as may be required by the management.


SKILLS AND COMPETENCIES


Basic Underwriting skills and product knowledge 
Customer service skills 
Good Communication Skills
Computer Literate


QUALIFICATIONS (Academic, Professional, Experience)

Qualifications: 


Degree preferably in insurance 


Experience: 


1 year and above more

JOB PURPOSE 


Enforce underwriting controls including on-boarding, certificates, booking of business, and documentation.
Implement underwriting guidelines, process, and procedure to ensure quality underwriting and business.
Ensure profitability of the department through quality control and on-boarding 
Quality documentation timely turn around - TAT and 
Excellent customer service and... retention support.


KEY RESPONSIBILITIES


Enforce underwriting controls.
Ensure compliance with underwriting guidelines and Standard Operating Procedures.
Ensure clean and accurate data capture.
Timely preparation of quotations and follow up.
Debiting of premiums and processing of policy documents within set timelines 
Processing and checking of underwriting Documents.
Issuing & signing of Motor Certificates and Yellow cards.
Review and dispatch of notices and documents.
Ensure that work is done within the set standards of service and TAT.
Prepare relevant reports for management and departmental consumption.
Give quality customer service to all clients.
Safe keeping of security documents.
Daily scanning and indexing of mails.
Initiating motor valuation and follow up.
Adherence to the credit control policy. 
Follow up renewals and ensure maximum retention of profitable accounts. 
Timely processing refunds and follow up. 
100% Adherence to the authority matrix.
Ensure registry is fully maintained, orderly and up to date. 
Ensure compliance of AML and PEP guidelines 
Ensure cross sale and up sale opportunities are maximized.
Perform any other duties as may be required by the management.


SKILLS AND COMPETENCIES


Basic Underwriting skills and product knowledge 
Customer service skills 
Good Communication Skills
Computer Literate


QUALIFICATIONS (Academic, Professional, Experience)

Qualifications: 


Degree preferably in insurance 


Experience: 


1 year and above more