Key Accountabilities (Duties and Responsibilities)
Financial
• Achieve revenue targets, profitability and growth as per agreed budgets.
• Balance sheet growth and management, driven through Products, Channels, Mobile & Agency Banking.
Customer
• Drive strategic initiatives and activities across products and channels to ensure good quality customer experience.
• Manage and coordinate the Unit’s client engagement efforts and ensure that agents are clear on their contribution and expected outcomes.
• Develop and implement customer centric processes/enhancements to drive service usage.
• Monitor the service satisfaction of agents by conducting internal / external Agent surveys, benchmarking the activities of major market players and cross-referencing market best practices.
• Review, dissect and rectify issues arising from complaints and / or regulatory requirement that may impact customer satisfaction and NCBA’s reputation.
Internal Business Practices
• Initiate and coordinate to promote usage of Mobile and Internet Banking.
• Coordinate with the relevant parties to ensure customer support to channels is given in an efficient and timely manner.
• E- Channel promotion and enrichment initiatives. This will involve all initiatives aimed at increasing uptake of the channel solution in line with Bank’s channel strategy.
• Provide product development support to the Cash Management/Trade Finance sales team from product conceptualization, business case documentation, development, testing, packaging and roll-out while liaising with the various stakeholders and project teams.
• Prepare a quarterly transaction throughput analysis based on covenants set for borrowing customers, to ensure promises on the Credit Application are being implemented and met.
• Growing agent network and products usage to achieve transaction volume targets.
• Quality Assurance, Compliance and Control.
Internal Business Processes
• Monitor, identify and mitigate the Unit’s related risks in conjunction with supporting units such as Operations, Information Technology, Risk, Audit, Compliance etc.
• Ensures that standard documents, controls and monitoring measures are in place and complied with in line with the Group policies and countries’ regulations: (KYC, Agency Banking activity reports, internal controls, audits, etc.)
• Suspicious Transactions monitoring.
Job Purpose Statement
• Provide business and administrative support in the implementation and management of electronic channels to deliver profitable business growth targets.
• Responsible for agents’ recruitment, activation and street marketing focusing on customers, revenue growth and Agent Banking management.
• Provide Product/Solution development, MIS support and assist with customer, vendor and product administrative functions.
Job Specifications
Academic:
• A Bachelor’s degree from a recognized University.
Professional:
• Professional qualification in IT/Project Management is an added advantage
• Proficient in Ms Office Suite – Ms Word, Power Point, Ms Visio, Ms Excel, Ms Access etc
Desired work experience:
• At least 2 years work experience in banking or related field.
• Experience in customer service and e-banking & cash management products
• Critical – operational knowledge of Channels and or Digital Banking
• Previous experience in a Channel/Digital Banking or Digital Sales role.
Technical Competencies
• Excellent strategic and operational business awareness, with deep understanding of the key drivers, levers, issues and opportunities of Products, Channels and Digital banking.
• Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines and project management methodology and to consistently achieve required compliance standards.
• Business Development skills to effectively segment the target market, gather market intelligence and identify opportunities for the bank to sell its channel products.
• Strong customer focus coupled with knowledge of the channels and digital banking offering and its impact on the customer’s business.
• Knowledge of Products, Channels and Digital solutions available globally, their features, applications.
• Thorough knowledge of the regulatory environment and the inter-play with new and existing Product Management and Digital Banking solutions.
Behavioural Competencies
• Resilience – Maintains effective job performance, relationships and personal credibility when under pressure; seeks out and responds positively to constructive feedback; remains motivated, focused and displays a positive attitude regardless of difficult circumstances.
• Integrity – Follows defined codes of conduct and ethical principles in a manner that supports the social, ethical and organizational norms; remains honest and objective and lives the NIC Bank values; creates a sense of trust and goodwill through being motivated to always ‘do the right thing’
• Results/Quality driven – Instils a sense of urgency and motivation to provide superior delivery/output in terms of responsiveness, efficiency and turnaround times; driven to produce high quality work, motivated to achieve own work-related and business goals; drives tasks through to completion
• Pro-active – Continually searches for new ideas and approaches and recommends these; initiates action to achieve goals beyond what is required; solution focused, optimistic and enjoys new challenges.
Job Dimensions
Direct Reports
N/A
Stake holders
Internal
• All Departments
External
• Customers – Direct clients and indirect clients.
• System Vendors
• Regulators
• Partners
• Marketing
• Competitors/Other leading Institutions – Market intelligence. To keep abreast of the changing market trends
