Principle Accountabilities


Customer Experience
Manage all escalations related to diaspora support.
Identify 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. 
 Manage the diaspora customer email -diaspora@hfgroup.co.ke
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.
Collate customer feedback through interviews and online surveys to ensure that we meet customer expectations.
Follow-up on diaspora SLAs and TAT
Notify client about deposit renewals
Financial Performance
Educate clients on the features and benefits of all products
Cross sell products to clients based on the needs.
Support the diaspora Relationship Managers with account opening, loan processing, customer transactions and handling customer queries
Operational Effectiveness and Support 
Assist in management of NPL for diaspora segment in collaboration with RMS. 
Assist plan for diaspora engagements including webinars, activations, trips and events.
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 
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
Achieving a ‘Good’ audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited. 
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 homeward proposition. 


Key Competencies and Skills


Technical Competencies
Knowledge of Banking and Business Operations:
Compliance and Regulatory Framework:
Conceptual and Analytical Skills:  
Product Knowledge
Business Acumen
Financial Acumen
Customer Engagement (internal & external)
Digital
Leadership
Commercial Banking
Industry Knowledge
Credit Analysis


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.