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.