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Relationship Manager – Personal Banking

Principle Accountabilities

• Provide High Net Worth (HNW) clients with personalized service so as to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis.
• Ensure clients are aware of all the Privileges & Solutions offered under Personal Banking.
• Ensure clients are aware of all financial services offered by the bank- drive full service bank agenda.
• Use systems effectively for customer contact management, sales and service activity.
• Ensure delivery of service promise for improved customer satisfaction levels.
• Minimize client attrition.
• Ensure set Complaint Management processes are followed and TATs are met.
• Source New Business from Personal Banking clients through referrals, marketing activities and personal contacts.
• Develop the Personal Banking customer base and expand the unit’s business growth through marketing of the Personal Banking products and services.
• Enhance HF Personal Banking sales/ revenues and promote cross selling of bank products to all existing clients.
• Achieve Revenue goals, Sales and Portfolio growth targets across a range of products and services.
• Achieve Product Holding per customer growth targets
• Ensuring revenue growth through customer acquisition, new need identification, product cross-sell and re-engineering increased product usage for existing clients.
• Participate in SME and Institutional Bank customer calls for marketing initiatives.
• Drive segment based focus products agenda and conduct branch product trainings.
• Complete training programs allocated in line with your Role.
• Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
• Strong responsibility for ethical selling to customers with complete disclosure about products and services.
• Ensure Portfolio allocated is closely monitored and actions recommended are diligently executed.
• Ensure required approvals are obtained before authorizing payments.
• Monitor overdrawn accounts/ overdue loans and follow up for clients to regularize.
• Ensure accounts are not overdrawn without authorization.
• Adhere to set processes and procedures.

(NOTE: Average minimum salary 200K working as a Project Manager, Monitoring and Evaluation Officer, Consultant, Financial Advisor, Technical adviso. Massive 2021 recruitment conducted by Government, Counties, NGOs, UN, UNDP, World Bank, international development community, UNESCO, WHO, USAID. Get the details click here)

Minimum Qualifications, Knowledge and Experience

  • Bachelor’s degree in a business related field
  • Master’s Degree will be an added advantage
  • Retail Banking Associate (RBA UK)
  • Customer Relationship Management Course
  • Minimum 3 years’ experience in similar job with a financial services institution
  • CISI Certified Level 1 will be an added advantage

Key Competencies and Skills

  • Knowledge of Banking and Business Operations
  • Audit Standards and Legislations
  • Compliance and Regulatory Framework
  • Conceptual and Analytical Skills
  • Intricate understanding of products pertaining to HNW customers both internal and external (competitors).
  • Basic market knowledge of various investment vehicles / markets/ economics.
  • Strong interpersonal skills and appreciation for diversity.
  • Team player with ability to train, develop and mentor junior staff.
  • Relationship Management skills.
  • Networking Skills.
  • Communication and Interpersonal Skills
  • Personal Ethics
  • Negotiation Skills
  • Extrovert/ Amiable personality.

Relationship Manager – Trade Finance

Minimum Qualifications, Knowledge and Experience

  • Business related degree from an accredited university preferably with a major in Finance, Marketing and/or Economics.
  • At least five (5) years’ experience in banking, with proven experience of at least two (2) years in a similar position or at least 3 years banking experience and sales/marketing background, where he/she managed a portfolio of SME or Commercial/Corporate Banking clients.
  • Experience managing borrowing customers and analyzing financing proposals, especially for SME.

Key Competencies and Skills

  • Ability to work independently under strict deadlines.
  • Good interpersonal and communication skills.
  • Analytical and basic accounting skills.
  • Demonstrated good planning and organisation skills.
  • Strong leadership and management skills.
  • Selling, persuasion and negotiation skills
  • Report writing and presentation skills.
  • Team player and must have integrity.

Fraud Analyst

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Principle Accountabilities

  • Constantly monitor and identify high-risk & unauthorized transactions and fraudulent accounts.
  • Identify fraudulent transactions and institute prompt mitigating actions.
  • Review daily reports & escalate suspicious transactions to relevant stakeholders.
  • Recommend and action appropriate holds on accounts identified as having potentially fraudulent issues.
  • Contact Customers & Banks to verify transactions and resolve fraud-related account issues, if fraud confirmed, initiate investigations and dispute process.
  • Facilitate understanding of fraud prevention and detection across the Bank network.
  • Track status of resolved items to provide a record of activities and support identification of trends or persistent issues.

Minimum Qualifications, Knowledge and Experience

  • University Degree in Computer Science / Finance / Business/ Banking / Criminal Justice studies.
  • At least 2 years’ experience in Banking Operations; 1 years’ experience in Fraud Monitoring, Prevention and Detection
  • Experience using Analytics techniques in Linear and Logistic Regression, Clustering Techniques, Neural Network, Decision Trees is an added advantage.
  • Familiarity with wide array of Fraud Analysis tools, applications and solutions.

Key Competencies and Skills

  • Attention to detail
  • Organization skills
  • Problem-solving skills
  • Trustworthiness
  • Computer competency

Relationship Manager – Diaspora Banking

Principle Accountabilities

  • To be the principal point of contact for the Bank’s relationship with a designated portfolio of diaspora customers and non-customers to all other HF Group units as customer needs dictate.
  • To sell, grow business and ensure there is increased customer base, deposits, earnings, facility utilization and usage of all bank products and services.
  • To achieve the set growth targets for the portfolio in terms of numbers and values for both Liabilities and Assets.
  • To ensure the existing customer relations are well maintained to achieve customer retention.
  • Plan, manage and execute campaigns in International markets with high customer potential for recruitment and articulate Bank focus with targeted presentations.
  • Analyze market intelligence across the global markets to facilitate development of innovative products.
  • To ensure quality service delivery for customers to achieve agreed service levels.
  • Undertake existing customer profiling and upselling to increase value per customer.
  • Manager diaspora customer requests/transactions in compliance with HFC operational guidelines and procedures with zero tolerance to operational risk and frauds.
  • Manage customer portfolio at risk (PAR), account migration and provisions to ensure they are within the Bank’s acceptable levels.

Minimum Qualifications, Knowledge and Experience

  • University Degree preferably in a business related field.
  • Professional qualifications (AKIB/CIB/CPA/ACCA) 
  • MBA is an added advantage
  • At least 5 years general banking experience and must have proven experience in Relationship Management ,Customer Service,Credit Analysis & Administration and Sales/product development.

Key Competencies and Skills

  • Ability to travel abroad for Diaspora Market Activations
  • Ability to build long term,high quality and trusted relationships.
  • Excellent planning and organizational skills as well as be an excellent communicator with ability to set and meet stretching targets and  strict deadlines.
  • Result driven with a track record of demonstrable networking selling and influencing skills as well as ability to identify new opportunities.
  • Demonstrate solid awareness in operational risk and quality in driving service excellence.
  • Ability to take initiative and prioritize tasks; good time-management, problem-prevention and problem-solving skills.
  • Ability to work accurately with close attention to detail; must have eye for details, strong ability to scrutinize and examine.
  • Ability to maintain confidentiality of sensitive information.
  • Willingness to adapt to changing business needs and deadlines.

Relationship Manager – Institutional Banking

Principle Accountabilities

  • Business planning and growth within government and quasi government institutions.
  • Undertake market situation analysis to identify new business opportunities.
  • Understand customers’ businesses and anticipate their requirements.
  • Match customers’ needs with HFC product capabilities through presentations and proposals.
  • Negotiate terms and conditions with customers to maximize revenue and profitability.
  • Offer need based solutions to meet the specific investment needs of our customers and prospects.
  • Conduct joint calls with schemes and IB RMs to ensure proper management of the value chain.
  • Ensure smooth deal implementation and while maintaining high levels of service quality.
  • Identify opportunities for cross selling and referrals to other HFC business lines through developing a good understanding of client needs.
  • Ensure the best in class in terms of quality of customer experience, sales, turnaround time and productivity standards.
  • Continuously provide feedback on the acceptance of the products in the market and suggest changes that could improve uptake.
  • Adhere to set guideline and processes to avoid mis-selling, misrepresentation, fraud and ensure adherence to customer data confidentiality principles
  • Adhere to all KYC guidelines and procedures, comply with local regulatory requirements, reflect best practices
  • Comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer
  • Tracking and monitoring of TAT and errors to ensure the minimum threshold is met

Minimum Qualifications, Knowledge and Experience

  • Bachelor’s degree
  • Minimum of 3 years’ experience in sales preferable within the Banking Industry
  • Demonstrate knowledge of banking operations

Key Competencies and Skills

  • Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
  • General knowledge in banking processes.
  • Excellent written and oral communication skills.
  • Excellent interpersonal skills with the ability to effectively work with individuals and groups at all organization levels; ability to work independently and as part of a team.
  • Excellent customer service skills with the ability to respond to inquiries or complaints effectively and timely.
  • Ability to take initiative and prioritize tasks; good time-management, organization, problem-prevention and problem-solving skills.
  • Basic analytical ability with active listening skills.
  • Ability to work accurately with close attention to detail; must have eye for details, strong ability to scrutinize and examine.
  • Ability to maintain confidentiality of sensitive information.
  • Willingness to adapt to changing business needs and deadlines.

Creative Designer

Principle Accountabilities

  • Develop campaign concepts in liaison with other marketing team members
  • Design and define look and feel for brand collateral and assets in line with the brand guidelines
  • Collaborate with other marketing team members to decide the best channel selection for design briefs
  • Amends and edits to existing artworks
  • Application of concepts for various channels
  • Ensure all artworks are relevant for to the target audience and on brand
  • Development of key visuals, identities and logos
  • Design of fascia’s and signage including liaison with production houses on best materials
  • Design of digital content in liaison with the Content management officer and digital media buyers

Minimum Qualifications, Knowledge and Experience

  • Degree in Design or any other related field / Degree and diploma in graphic design 
  • At least 3 years’ experience as a designer or art director preferably in an agency setting with demonstratable work portfolio.

Key Competencies and Skills

  • Computer fluency in Mac and PC
  • Knowledge of design techniques, tools, and principles
  • Typography knowledge
  • Multimedia content development
  • Media production, communication, and dissemination techniques
  • Understanding browser capabilities
  • Creativity and originality
  • Attention to detail
  • Adaptability, flexibility
  • Teamwork
  • Organization, ability to juggle multiple projects
  • Self directed

Internal Auditor

Principle Accountabilities

  • To plan and conduct/ execute / carry out the internal audits of all the business functions of the company with a view to identifying risks and recommend corrective actions to improve the business control environment.
  • Generate quality audit reports on findings for reporting to management and to highlight exceptions noted and recommending improvements. 
  • Following up on corrective measures to ensure the corrective actions are undertaken as agreed for both internal and external reports by the regulators i.e. KPMG and CBK.
  • To review policies and procedures to ensure they are adequate and minimize risks by building in internal controls within the internal procedures and policies.
  • Maintenance and archiving of audit reports and audit working papers for internal and external audit assignments.
  • To review and advise on any new product features, policies, procedures and services to ensure adequacy and suitability.
  • Conduct investigations to identify any lapses or fraudulent transactions as when required with a view to recommending further controls to avoid future losses. 
  • Peer review of the audit reports to ensure this captures all the relevant value adding issues and are understood by the teams.

Minimum Qualifications, Knowledge and Experience

  • A business related degree from a reputable institution.
  • Must have qualifications in CPA (K), CISA, ACCA.
  • CIA is an added advantage.
  • A minimum of 3 years working experience in an audit function in a financial institution or an external audit firm.

Key Competencies and Skills

  • Must have Information Technology and accounting skills.
  • Practical experience in use of CAAT tools skills e.g. ACL
  • Proficient in use of  MS Office tools.  
  • Working knowledge of electronic working papers tools e.g. Team Mate.
  • Report writing and analytical skills.
  • Good understanding of the Bank’s processes and procedures.
  • Ability to think broadly and critically.
  • Ability to work independently under strict deadlines.
  • Must have good interpersonal and communication skills.
  • Demonstrated good planning and organisation skills.
  • Must be a team player and have integrity
  • Must be adaptable to working in different locations/ environments.

Branch Business Consultant

Minimum Qualifications, Knowledge and Experience

  • A Business related degree from a reputable institution
  • Atleast 3 years in the Banking Industry
  • Strong appreciation of banking Products.

Key Competencies and Skills

  • Ability to work independently under strict deadlines.
  • Excellent selling skills and negotiation skills
  • Practical experiences in use of MS Office applications.
  • Must have good interpersonal skills and communication skills (both oral and written).
  • Results oriented, problem analysis and problem-solving skills.
  • Demonstrated good planning and organizational skills.
  • Good listening skills.
  • Attention to detail and accuracy.
  • Must be a team player and have integrity.

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