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Collections Officer

Overall Job Purpose

The Collections Officer will be responsible for ensuring focused attention on and closely monitoring the performance of an assigned portfolio of accounts in early arrears by identifying, reviewing, monitoring and implementing collections’ action plans to ensure good portfolio performance.

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Principle Accountabilities

  • Reviewing and identifying accounts in early arrears and recommending the best plan of action for resolution.
  • Implementing approved action plans and monitoring performance of accounts to ensure that objectives are met
  • Keeping requisite data on assigned portfolio that is to be used in production of reports
  • Use analytics dashboards to flag and highlight incidences that reflect heightened risk profiles and non-adherence to loans covenants
  • Conducting customer call visits to access business performance for property sales clients.
  • Ensure accurate Collections Progress Reports (CPR) that is detailed on assigned portfolio are generated and reviewed.
  • Reduction of monthly provisioning from current average and accounts migration.
  • Coordinating with external service providers e.g. brokers and insurance companies on the recovery process for assigned accounts where necessary (asset finance & IPF)

Minimum Qualifications, Knowledge and Experience

  • University degree Upper 2nd Class Honors or 3.0 GPA in Credit management or Business related field
  • 3 years’ experience, two of which should be in credit / lending in a debt management / collection functions or credit analysis.

Key Competencies and Skills

  • IT Skills
  • Basic principles of banking and lending
  • Analytical
  • Communication skills
  • Interpersonal skills
  • Team player

Call Centre Agent

Overall Job Purpose

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The Call Center Agent will be responsible for providing a first line support to service and resolution to bank customer queries through the allocated support lines on call as well as respond to queries via email, social media and letters while ensuring that all the processes and procedures are adhered to.

Principle Accountabilities

  • Receiving inbound customer calls and handling as per laid down procedures and observing call quality while raising Service Requests for escalations of issues that require further investigation.
  • Daily on-boarding of customers as per laid down procedures and observing call quality.
  • Manage customer queries received via alternative channels such as emails, letters, calls Facebook, Instagram, LinkedIn, Twitter and handling them as per laid down procedures and observing contact quality.  The officer should have a solid understanding of how each social media channel works and how to optimize content so that it is engaging on those channels
  • Pursue the achievement of business growth targets via selling and cross-selling of the Bank’s products and services through lead generation.
  • Contribute to product development and improvement through continuous feedback analysis collected by logging calls & correspondence.
  • Ensure timely and complete resolution of customer queries. Provide daily, Weekly, monthly and any other assigned Reports to support these activities.
  • Perform any other duties as req uested by team leader from time to time

Minimum Qualifications, Knowledge and Experience

  • A Bachelor’s degree from a recognized university
  • 2 years working experience in Customer service.

Key Competencies and Skills

  • Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
  • Must have comprehensive background with all aspects of Training (i.e. experience in the various skills within the Call center) and/or Quality Assurance in a call center.
  • Excellent knowledge of HF Group products and services
  • Good understanding of the bank’s processes and procedures both in branches, CPC and mobile banking.
  • Knowledge and experience in managing social media pages.
  • Ability to multitask and perform under tight deadlines
  • Strong verbal and written communication skills

Brand Manager

Overall Job Purpose

The Brand Manager will be responsible for facilitating brand activation through monitoring and evaluation so as to deliver the brand strategy.

Principle Accountabilities

  • Formulating and assisting in brand activation and maintenance interventions.
  • Facilitate development of branding material as well as advertising campaigns.
  • Monitor and evaluate the brand against set benchmarks and industry best practice to deliver optimal value addition to the business
  • Forecast and ensure that the brand is in tandem with the business strategy to enhance HFDI’s business and brand equity.
  • Preparation and presentation of relevant reports for management decision making.
  • Analyze how our brand is positioned in the market and develop targeted consumers insights
  • Take brand ownership and provide communication strategies that bring the brand strategy to life
  • Translate brand strategies into brand plans, brand positioning and go-to-market strategies
  • Develop briefs that drive creative development and create motivating stimulus to get targeted population to “take action”
  • Monitor and report performance of all marketing campaigns, and assess against goals (ROI and KPIs)
  • Monitor marketing, PR and advertising activities to ensure consistency with product line strategy
  • Brainstorm new and innovative growth strategies
  • Liaise with the advertising, digital & PR agencies to ensure delivery is timely and reflective of the brand positioning
  • Take custody of the brand image in terms of publicity, branding, uniformity of collateral and look and feel

Minimum Qualifications, Knowledge and Experience

  • A Business-Related degree froma recognized university.
  • Chartered Institute of Management certification (CIM) is an added advantage
  • 3 – 5 years’ experience of brand management preferable a financial institution.

Key Competencies and Skills

  • In-depth understanding of the branding and creative briefing/development process
  • Ability to think creatively and innovatively
  • Professional judgment and discretion that comes from years of experience in the field
  • Analytical skills to forecast and identify trends and challenges
  • Strong research and analytical skills

Assistant Project Development Manager – Properties

Overall Job Purpose

The Assistant Project Development Manager- Properties will be responsible for dentifying and understand the unique needs of various proprietors and future clients. He/She will also build and nurture relationships within the broader community and with the various teams to create a flow of information across the company’s operations and coordinating processes that help the company achieve its goals.

Principle Accountabilities

  • Create, develop and exploit commercial opportunities to increase the company’s income through existing and potential new clients with whom you will target, initiate and develop business relationship;
  • Ensure that the management is constantly appraised of the business activity, market opportunities, status, trends and business developments;
  • Develop strategies to realize commercial opportunities and minimize risks to the business;
  • Produce and deliver a sales action plan which supports the company’s strategic objectives, achieving sales targets and using initiative to take corrective measures as needed;
  • Maintain a comprehensive knowledge of the company’s portfolio and working knowledge of competitor products/services;
  • Managing rights and obligations under the company’s key commercial agreements and other regulatory bodies;
  • Obtain customer feedback on service quality and share with management to continuously improve the business operations;
  • Provides ad-hoc and on-going decision support to the management by engaging in data analysis, risk/return analysis, research and market assessment activities for varying business scenarios;
  • Identify new market opportunities, taking the lead on constructing a robust and successful business proposal that secure new deals and contracts
  • Obtain support from the Head of Mortgage Business & HFDI to finalise recommendations and negotiations strategy;
  • Maintain a high level of confidentiality throughout: on current business activities, short-long term plans, proposals under scrutiny and any other activity related to the project and overall business;
  • Monitor industry legislative developments, develop and implement strategic changes in order to maintain compliance and maximize business performance;
  • Develop and maintain an excellent rapport with key stakeholders such as clients, community organisations, regulatory bodies etc.;
  • Provide commercial and business development support/advice to other areas of the business within the Group according to the need;
  • Representing the organization at trade exhibitions, events, demonstrations and other related activities;
  • Preparation of credit applications for assessment by the credit committee;
  • Follow up on progress on security perfection or pending facility documentation with both our legal department and project finance clients;
  • Performance Management for Sales Team

Minimum Qualifications, Knowledge and Experience

  • Bachelor degree in a business-related field
  • Project Finance & Planning will be an added advantage
  • Minimum of 5 years’ experience in real estate services with 2 at relating to project/property financing & management

Key Competencies and Skills

  • Organized, meticulous, and confident;
  • Strategic thinker with the ability to understand market and business intelligence to make informed choices about business development;
  • Leadership qualities as demonstrated through previous line/team management experience.
  • Handling multiple projects, assignments and duties
  • Strong written and verbal communication skills.
  • Excellent business acumen.
  • Good computer skills in Excel, Word, PowerPoint and e-mail.
  • Strong analytical skills.
  • Demonstrated business development and financial skills
  • Ability to work independently and as part of overall team structure
  • Excellent communicator that motivates and empowers others to stretch themselves and reach high goals.

Legal Officer

Overall Job Purpose

The Legal Officer will be responsible for supporting  the Legal Managers in undertaking their duties i.e. supporting all arms of the business in matters relating to perfection and custody of securities to ensure the company is covered against loss and breach as well as ensure customer satisfaction.

Principle Accountabilities

  • Recording & taking custody of security documents
  • Accessing & retrieving documents from the security cabinets when required
  • Follow up with external lawyers on company searches referred to them.
  • Assisting the Legal Managers and Assistants in filing away correspondence and retrieval of files from the Registry.
  • Preparing monthly status reports on searches, registration of chattels, motor-vehicle searches and other reports as required from time to time.
  • Attending to vetting and stamping of documents for borrowing
  • Issuing instructions to advocates for security perfection
  • Keeping records and follow up with external Lawyers on matters forwarded for registration
  • Follow up duly transferred log books for customers to ensure they are held in safe custody
  • Presentation of the Banks Logos & slogans for registration at KIPI
  • Monitoring release & follow up returns of the Company log books  & other securities released against undertakings
  • Updating securities in I-Apply and ensuring that all the securities are duly recorded in the Securities Registers & kept in safe custody.
  • Perusing & interpreting legislation & other legal instruments and advising on these areas of law to management and branch network                    

Minimum Qualifications, Knowledge and Experience

  • Bachelor’s degree in a relevant discipline.
  • Paralegal experience in a busy firm or in an in-house Legal Department is an added advantage.
  • Knowledge of the provisions of all relevant statutes as they pertain to the performance of their roles i.e. the Companies Act, the Banking act, Central Bank of Kenya Act, the Capital Markets Authority Act, the Retirement Benefits Authority Act and all the relevant laws & statutes affecting the Company’s operations and amendments thereof from time to time.

Key Competencies and Skills

  • Analytical Skills
  • Communication Skills- Oral and Written
  • Conceptual Skills
  • Decision Making Skills
  • Leadership Skills
  • Excellent Interpersonal Skills
  • Influencing and Negotiation Skills
  • Computer Literacy Skills
  • Integrity
  • Attention to detail
  • Good Judgment
  • Commitment

Customer Service Manager

Overall Job Purpose

The Customer Service Manager will be responsible for supporting the customer service function within Mortgage Business & HFDI aimed at raising the standard of service and creating uniformity in service delivery.He /She will monitor the quality of service provided across the various channels and liaise with relevant departments for improvement. The role holder will also ensure excellent customer service standards and maintain high customer satisfaction through quick resolution and escalation of customer queries in order to ensure customer retention.

Principle Accountabilities

  • Deploying strategies focused towards achieving the organizational and departmental goals.
  • Systematic monitoring and reporting of channel performance and impact on customer experience.
  • Create uniformity in service delivery and develop accountable skills to ensure championing of customer voice.
  • Maintain documentation regarding employee performance and meet with employees periodically to discuss progress toward work goals.
  • Monitoring efficiency of channel performance (including tools) and impact on service delivery.
  • Regularly obtain customer feedback to gauge impact of initiatives around service improvement in the assigned areas.
  • Collate customer feedback through interviews and customer feedback forms to ensure that we meet customer expectations.

Minimum Qualifications, Knowledge and Experience

  • A Degree from a recognized university
  • 4 years working experience in Customer service.
  • Excellent knowledge of Call center operations, procedures and quality assurance metrics.

Key Competencies and Skills

  • Planning and organisation skills
  • Strong communication and questioning skills
  • Good interpersonal Skills
  • Good numerical and analytical skills
  • Time management skills
  • Good selling/influencing skills
  • Quality conscious
  • Sensitivity to customer issues
  • Team working and Networking skills
  • Presentation Skills
  • Negotiation Skills
  • Listening Skills
  • Customer Focused
  • Good understanding of the bank’s processes and procedures 

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