Crafts a compelling mission statement for the role, outlining its core objectives and significance within the organization. This position is designed to drive measurable outcomes by leveraging expertise in [industry/field] to fulfill key responsibilities, including [list key responsibilities]. The ideal candidate will possess [list essential requirements], demonstrating proficiency in [specific skills] and a track record of success in [related experience]. Additionally, they must exhibit strong [soft skills, e.g., leadership, communication, problem-solving] to collaborate effectively with cross-functional teams and contribute to strategic initiatives.
This position is accountable for enhancing efficiency, elevating customer experience, accelerating digital adoption, and upholding operational rigor across the VRM.
This position is a strategic management role focused on identifying and executing initiatives while developing methods to track and evaluate success, ensuring the realization of benefits from operational efficiency, service enhancements, and digital adoption.
Ensure adherence to all bank-mandated controls, policies, service standards, and procedures while maintaining precise processing of sales data within the agreed-upon timelines.
Execute essential duties encompassing strategic planning, project oversight, team leadership, and performance analysis to ensure organizational objectives are achieved. Develop and implement comprehensive strategies to enhance operational efficiency, drive growth initiatives, and optimize resource allocation. Lead cross-functional teams to foster collaboration, accountability, and high-performance standards while aligning individual goals with broader company objectives. Monitor key performance indicators, evaluate progress, and provide data-driven recommendations to senior management for continuous improvement. Oversee budget management, risk assessment, and compliance with company policies and regulatory requirements to mitigate potential challenges.
Oversee the establishment, implementation, and maintenance of robust internal controls, governance frameworks, processes, and procedures to ensure compliance with regulatory standards and organizational policies. Develop and enforce policies and protocols that mitigate risks, enhance operational efficiency, and uphold accountability across all business functions. Monitor adherence to these systems, conduct periodic reviews, and recommend improvements to strengthen the integrity of financial and operational reporting. Collaborate with leadership and cross-functional teams to integrate best practices in governance and ensure alignment with strategic objectives.
Demonstrate proficiency in meeting established accuracy benchmarks for both new and existing customer-related tasks, including account management, loan processing, card services, and mandate modifications.
Perform prompt callbacks for all received customer KYC documentation, ensuring alignment with current turnaround time (TAT) requirements and established procedural standards.
Through ongoing training and coaching initiatives, equip the VRM and Branch teams with essential expertise in customer experience and operational excellence, ensuring adherence to rigorous standards across all processes, including KYC, compliance, product requirements, and service delivery.
Oversee the complete lifecycle of application processing, from initial submission to final issuance and authorization, for loans and credit cards.
The processed customer instructions are scanned and tracked to the processing center to guarantee adherence to the established turnaround time (TAT).
Collaborate closely with the VRM Manager to strategically enhance sales performance and expand revenue streams.
In collaboration with virtual relationship managers, they will spearhead customer win-back initiatives, including the reactivation of dormant accounts and the replenishment of account funds.
Ensure prompt reporting, thorough investigation, and effective resolution of all risk events and control failures to identify root causes and implement preventive measures against recurrence.
Deliver exceptional customer experiences by promptly addressing inquiries, resolving issues efficiently, and ensuring high levels of satisfaction through attentive service and proactive support. Maintain a deep understanding of customer needs, provide accurate information, and foster long-term relationships by consistently exceeding expectations with a personalized and empathetic approach.
Disseminate expertise, insights, and optimal methodologies with every member of the VRM Team.
Ensure the submission of all mandatory reports within designated timeframes, including daily and monthly workflow reports, as well as RTS reports.
To guarantee that staff members possess the necessary tools and resources for delivering exceptional customer experiences.
Accountable for managing end-to-end resolution of VRM customer complaints and inquiries in accordance with established procedures.
Maintain diligent oversight of customer instructions to ensure they are executed accurately and promptly in accordance with the specified Service Level Agreements.
Identify key thematic issues reported by customers, determine their underlying causes, and collaborate with the VRM/Products/credit team to develop Specific, Measurable, Achievable, Relevant, and Time-bound (SMART) actions aimed at resolving these concerns.
Ensure a seamless and thorough handover is completed prior to taking leave, whether off duty or during a rotation.
Promptly enforce compliance with system access rights and recertification protocols without exception.
Maintain absolute precision when processing customer instructions and eliminate fraudulent commission payments entirely.
Regularly assess needs and facilitate the creation and implementation of pertinent training initiatives for VRM.
We allocate dedicated time to focus on expanding and scaling the business, prioritizing key growth initiatives and strategic planning to drive long-term success.
Support the VRM on agreed strategies on all products Adoption across the various channels – working together with the Channels team.
Together with VRM Mangers, create ownership of the VRM performance targets. Agree and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.
Collaborate closely with the VRM and branch teams to help the branch meet its customer retention goals.
The Virtual Relationship Manager team will receive assistance in securing dispensations, managing appeals, generating CRB reports, and handling all other aspects of product processing.
Capacity Development and Team Leadership: Spearhead initiatives to enhance organizational capabilities while effectively overseeing and guiding team members to achieve strategic objectives and foster professional growth.
Partner with the Manager/VRMs and Branch teams to cultivate a high-performing, motivated staff by fostering a supportive work environment, encouraging collaboration, and establishing structured succession pathways that drive peak productivity.
Assist with the allocation of resources and deliver frequent evaluations of performance.
Provide leadership by constantly offering training and guidance on the colleague’s expectations.
Proficient mentoring and coaching of the sales team to enhance performance and development.
Maintain organized and up-to-date departmental records by accurately completing fillings and archiving documents in the designated shared folder.
You will play a key role in overseeing, deploying, and aligning VRM Team resources—including equipment and safety protocols—with organizational objectives to drive collective success.
Oversee the oversight of leave arrangements for the Compliance team, ensuring adherence to company policies and regulatory standards.
Academic Qualifications include a Bachelor’s degree in a relevant field, such as Education, Curriculum Development, or a related discipline. A Master’s degree or higher is often preferred, along with relevant certifications or specialized training. Prior to teaching experience, preferably in an academic setting, is typically required. Familiarity with educational standards and assessment methodologies is also expected.
A university degree, ideally in Law, Business Administration, or a comparable discipline, is required; post-graduate studies with an emphasis on compliance and risk management would be advantageous.
A minimum of three years of relevant experience in banking operations, with a primary focus on controls and compliance.
Highly developed competencies encompassing strong analytical abilities, exceptional problem-solving skills, and advanced technical proficiencies are essential. A proven track record in project management, including leadership of cross-functional teams and adherence to strict deadlines, is mandatory. Proficiency in data analysis, financial modeling, and proficiency with industry-standard software such as Excel, SQL, and Power BI is required. Excellent communication skills, both written and verbal, are crucial for collaborating effectively with stakeholders at all levels. A bachelor’s degree in a relevant field, along with relevant certifications, is preferred. Experience in [industry/field, if applicable] and a commitment to continuous professional development are highly valued.
Skilled in utilizing analytics and technological solutions to effectively mitigate compliance risks.
Strong analytical capabilities are essential to dissect intricate issues and derive well-reasoned solutions through careful evaluation.
Skilled professional with exceptional writing and verbal communication proficiency, capable of engaging effectively with stakeholders at all organizational levels.
Proven skill in fostering trusted partnerships and working collaboratively with senior business and functional leaders to drive impactful organizational change.
Demonstrates a strong commitment to meeting deadlines, maintains meticulous organization, and effectively handles numerous high-priority tasks simultaneously.
Highly self-motivated, meticulously organized, and exceptionally detail-conscious individual with a strong ability to work independently.
Qualifications
BA/BSc/HND
Experience Required
3 years
