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Channels & Digital Sales Manager

Job Purpose Statement

  • The role is responsible for driving business growth target across the Retail Digital Solutions propositions through identifying growth opportunities and coming up with relevant customer
  • acquisition strategies and plans to achieve set targets.
  • The role holder will respond to market changes with appropriate strategies and shall influence solution and product development to respond to market needs.
  • uptake and utilization of the Bank’s Retail Channels and Digital Banking Products and Solutions for allocated portfolio, to increase DAU (Daily Active Users) and ARPU (Average Revenue Per Customer)
  • Grow number of customers through digital acquisition to increase the unit’s product revenue, volume and market share in target markets.
  • Carryout sales activities for allocated portfolio, including implementation of Business, Marketing and Promotional Strategies for all Channels and Digital Banking products and solutions.

Key Accountabilities (Duties and Responsibilities)

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Financial Performance 50% 

  • Develop strategies to target customers through different channels in collaboration with the marketing team to target partners and end clients with a view of increasing uptake of
  • solutions.
  • Achieve revenue targets, profitability and growth as per agreed budgets for allocated portfolio by implementing different acquisition initiatives.
  • Monitor and review business performance and apply measures to ensure growth and return on investment.
  • Balance sheet growth and management, driven through Digital Solutions and Channels for allocated portfolio.
  • Partner with branch, and sales team network to generate sales: You will be required to work closely with the branch network to leverage its distribution to deliver solutions across the country.
  • Conduct research to identify new markets and customer needs: You will be expected to come up with insights that can lead to customer acquisition and development of new products and solutions.

Portfolio & Customer Management 40% 

  • Customer profiling to ensure targeting and acquisition of the appropriate customer to attain business targets.
  • Maintain and nurture existing partner relationships through continuous engagement to ensure customer satisfaction and portfolio growth.
  • Adopt appropriate communication strategies for each of the customer segments to ensure business plans are met.
  • Monitor portfolio revenue generation, NPLs and minimize revenue leakage.
  • Demonstrate a good understanding of emerging digital trends that are impacting day to day activities and be able to communicate these trends to customers and partners with a view of obtaining increased business.

Internal Business Processes (Risk and Compliance) 10% 

  • Define and develop a robust acquisition framework that defines the targeting and acquisition process of a customer.
  • Establish a governance model for customer acquisition and support in collaboration with other internal teams and ensure execution of the same.
  • Actively participate in testing new Channels and Digital products, enhancements and new features on existing Products and Channels, to ensure that they meet customer expectations.
  • Monitor, identify, highlight and recommend mitigation for Sales related risks, in conjunction with supporting units such as Operations, Information Technology, Risk, Audit, Compliance etc.

Ideal Job Specifications

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Academic:

  • University Degree (Second Upper or Equivalent) in a Business-related field majoring in Management, Marketing, Economics, Statistics, Finance or Administration.

Desired work experience:

  • 6-8 years working experience with a minimum of 3 year’s Relationship/Account Management experience or equivalent.
  • Experience in working with large data sets and analytics expertise will be an added advantage
  • Experience in digital sales and social media marketing will be an added advantage
  • Experience in managing agent relationships will be an added advantage.
  • Proven ability to develop brand and marketing strategies and effectively communicate recommendations to executive management.
  • Proven track record in formulation and execution of sales strategy that resulted in business growth.

Business Banking Senior Relationship Manager

Key Accountabilities (Duties and Responsibilities)

Output Financial 45% 

  • Formulate and implement sales plans/strategy aimed at identifying and attracting new loan and deposit clients to the bank and increasing the share of wallet from existing customers.
  • Develop a clear aggressive sales pipeline to both existing and potential customers ensuring to file all call reports to the Head of Business Banking.
  • Collaborating and coordinating the development and implementation of sales initiatives with BMs, RMs & the Sales Team to maximize on selling opportunities.
  • Monitor market conditions and trends and constantly give feedback to the Head of Business Banking and Head of Product Development.
  • Develop a strong customer relationship management system aimed at customer retention and maximizing on every relationship.

Internal business processes 40% 

  • Ensure that Bank’s Credit Policy is adhered to at all times in granting facilities
  • Ensure all KYC & AML processes are followed with regards to new business and proper documentation is in place
  • Review all information, documentation and loan application package obtained from the applicant for adequacy, completeness and compliance with all Business Banking requirements.
  • Contribute to the loan decision-making process by providing indepth, high-quality credit analysis and comprehensive loan
  • write up for presentation to the Credit Committee for review.
  • Review and manage NSF Report to ensure no loss arises from operational lapses and ensure compliance with operations risk requirements
  • Monitor the loan related accounts for arrears and work with the borrowers towards 0% portfolio at risk.
  • Follow up and obtaining of security documentation and other particulars stipulated in the sanction to facilitate perfection of security documentation and loan disbursement.
  • Client visits and unit inspections where there is lending to monitor the utilization of the loan proceeds and explore other opportunities of increasing the wealth share.

People Management, Learning & growth 10% 

  • Drive and embed a strong performance culture through an inspiring and rigorous performance management discipline for RMs & Client Service advisors in the designated region.
  • Attain required learning hours and adhere to policy on annual leave

Ideal Job Specifications

Academic:

  • Bachelor’s Degree in business related field.
  • Master’s Degree will be an added advantage

Professional:

  • Professional Qualification CPA, ACCA, Credit Management, Customer Relationship
  • Management Course.
  • Desired work experience:
  • Above 10 years banking experience in sales, customer service and relationship management.
  • Credit skills and knowledge of Business Banking products and policies

Business Banking Assistant Relationship Manager

Key Accountabilities (Duties and Responsibilities)

Output Financial 45% 

  • Formulate and implement sales plans/strategy aimed at identifying and attracting new loan and deposit clients to the bank and increasing the share of wallet from existing customers.
  • Develop a clear aggressive sales pipeline to both existing and potential customers ensuring to file all call reports to the Head of Business Banking.
  • Collaborating and coordinating the development and implementation of sales initiatives with BMs, RMs & the Sales Team to maximize on selling opportunities.
  • Monitor market conditions and trends and constantly give feedback to the Head of Business Banking and Head of Product Development.
  • Develop a strong customer relationship management system aimed at customer retention and maximizing on every relationship.

Internal business processes 40% 

  • Ensure that Bank’s Credit Policy is adhered to at all times in granting facilities
  • Ensure all KYC & AML processes are followed with regards to new business and proper documentation is in place
  • Review all information, documentation and loan application package obtained from the applicant for adequacy, completeness and compliance with all Business Banking requirements.
  • Contribute to the loan decision-making process by providing indepth, high-quality credit analysis and comprehensive loan
  • write up for presentation to the Credit Committee for review.
  • Review and manage NSF Report to ensure no loss arises from operational lapses and ensure compliance with operations risk requirements
  • Monitor the loan related accounts for arrears and work with the borrowers towards 0% portfolio at risk.
  • Follow up and obtaining of security documentation and other particulars stipulated in the sanction to facilitate perfection of security documentation and loan disbursement.
  • Client visits and unit inspections where there is lending to monitor the utilization of the loan proceeds and explore other opportunities of increasing the wealth share.

People Management, Learning & growth 10% 

  • Drive and embed a strong performance culture through an inspiring and rigorous performance management discipline for RMs & Client Service advisors in the designated region.
  • Attain required learning hours and adhere to policy on annual leave

Academic:

  • Bachelor’s Degree in business related field.
  • Professional Qualification CPA, ACCA, Credit Management will be an added advantage

Professional:

  • Credit skills and Knowledge of SME banking products and policies is an added advantage

Desired work experience:

  • 6-8 years banking experience in a sales, customer service and relationship management.

Branch Manager

Key Accountabilities (Duties and Responsibilities)

Financial & Business Growth 60% 

  • Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
  • Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Regional Branch Manager and respective Business Heads.
  • Managing branch portfolio risks in line with the bank’s portfolio appetite.
  • Collaborate and coordinate the development and implementation of sales initiatives with other business functions such as, Asset Finance, Commercial Banking, Consumer Banking,
  • Direct Sales Team, Bancassurance and Securities to maximize on cross-selling opportunities.
  • Management of borrowing and non-borrowing accounts in the branch to enhance customer loyalty, mitigate against loss and enhance increased business.
  • In conjunction with Regional Branch Manager and Products Development, conduct product review and product development through constant feedback from the market.
  • Harness existing and create new competencies in order to achieve competitive advantage.
  • Continuously conduct market intelligence to identify new markets, customer trends, new government directives and changes in policy by regulators.
  • Prepare own annual strategy for the branch and review geographical strength to enhance deeper understanding branch and market opportunities.

Internal Controls & Risk Management 10% 

  • Ensure all branch controls, security, processes & procedures are adhered to at all times through the Branch Operations Manager or as applicable. Business Continuity Plan (BCP) implementation and disaster recovery co-ordination
  • Ensure that the NCBA bank’s Policies are adhered to at all times when handling different products.
  • Ensure branch performance reports are timely & accurate.
  • Ensure adherence to all KYC & AML processes with regards to new business and that proper documentation is in place.
  • Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
  • Manage cheque referral process to ensure timely feedback.
  • Ensure all relevant reports are submitted on timely basis.
  • Ensure all fees and commissions due to the bank are collected.
  • Responsible for strict cost management in the branch i.e. reviewing all service provider quotations before the work can proceed. In addition, the Branch Manager is expected to conduct regular reviews of the following cost elements:
    • Staff costs
    • Catering & branch costs
    • Overtime approvals.
    • Equipment maintenance.
    • Stationary consumption/telephones etc.
    • Sundry losses.
    • Ensure that the branch achieves a minimum of Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
    • Ensure proper checks at all times and conduct branch management supervisory checks
    • Ensure Branch custodian duties are undertaken as per the laid down branch procedures and policies

Customer Experience 10% 

  • Ensure excellent customer experience at all times.
  • Contribute to the branch business targets through strict TAT observance and high level service delivery standards.
  • Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
  • Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution.
  • Ensure there is a robust departmental internal customer satisfaction rating by ensuring the team lives the NCBA bank Values.
  • Overall Accountability for in-branch merchandising. Monitor branch premises to ensure high standards of appearance are maintained to project the Bank’s image favourably.
  • Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty. Ensure CDM,ATM and all other branch channels uptime meets minimum required threshold as per laid down bank policies and procedures

Brand,product and business proposition: 10% 

  • Provide clear direction to branch staff on NCBA Bank business objectives, translating and prioritizing into business performance measures at branch level.
  • Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
  • Ensure that merchandising materials are displayed in accordance with guidelines.
  • Brief staff on promotional and product launches; provide regular feedback on sales performance.
  • Establish relationships with key clients or business influencers in thelocal area, including client entertainment within budget limits set by the business.
  • Support product specialists and the sales team in marketing of group schemes and other products to local businesses.
  • Represent the bank in marketing activities as assigned and in CSR activities sponsored by the bank e.g hosting golf tournament
  • Collaborate and coordinate with Marketing and Communications functions on branch branding and outdoor signage in areas/ towns of operation.

Learning, growth & People Management 10% 

  • Build and develop a high performing and motivated team committed to achieving success. Ensure a good working environment for staff to ensure maximum productivity.
  • Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
  • Provide leadership to branch staff team by constantly offering training and guidance on the business expectations.
  • Help in resource planning, setting performance objective and providing regular feedback on branch performance.
  • Manage performance /disciplinary issues/grievances for staff.
  • Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
  • Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Ideal Job Specifications

  • AKIB or CPA (K), CSAPs.
  • Proficiency in computer use including MS Office tools and banking systems

Desired work experience:

  • Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 of which should be at a management role; (2) within a branch operations role and at least two (4) within business development
  • Proven track record of consistently exceeding set targets.

Leadership skills

  • Excellent Bank product knowledge

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