The role is designed to fulfill a specific organizational objective by executing key responsibilities and meeting essential requirements. It aims to support the company’s strategic goals through the delivery of defined duties and adherence to established standards. The position requires a qualified candidate who can effectively perform the outlined tasks while contributing to the overall success of the team.
This position is tasked with advancing efficiency, elevating customer experience, fostering digital adoption, and reinforcing operational discipline throughout the VRM.
As a strategic management position, this role entails identifying and executing initiatives, as well as developing frameworks to track and evaluate progress, ensuring the attainment of benefits derived from operational efficiency, enhanced service delivery, and digital adoption.
Ensure adherence to all bank-imposed controls, policies, service standards, and procedures while verifying the precision of sales data processing and compliance with established timelines.
Key Responsibilities:
Ensure the establishment and maintenance of robust internal controls, governance frameworks, processes, and procedures to uphold compliance, mitigate risks, and drive operational efficiency throughout the organization.
Ensure all customer instructions and applications—both for new and existing clients, including accounts, loans, cards, and mandate changes—meet the established accuracy benchmarks.
Perform timely callbacks to verify all received KYC documentation, adhering to the established turnaround time and maintaining compliance with existing procedural standards.
Through consistent training and coaching initiatives, equip the VRM Team and Branch teams with essential knowledge and skills to deliver outstanding customer experiences while upholding operational excellence across all processes, including KYC, compliance, product requirements, and service delivery.
Oversee the end-to-end processing, issuance, and authorization of loan applications and credit card requests, ensuring adherence to established policies and regulatory standards.
The team member will be responsible for accurately scanning and monitoring customer instructions as they are processed at the designated center, ensuring adherence to the established turnaround time (TAT).
Collaborate closely with the VRM Manager to enhance sales performance and maximize revenue generation.
In support of the Virtual Relationship Managers’ efforts to drive customer win-back initiatives, such as reactivating dormant accounts and increasing account funding, the role will involve active participation.
Ensure that every risk event or control failure is promptly reported, thoroughly investigated, and that underlying root causes are identified and addressed to prevent future occurrences.
Deliver outstanding customer experiences through meticulous attention to detail and proactive problem resolution, ensuring client satisfaction remains consistently high. Anticipate customer needs and address inquiries promptly and courteously to foster long-term relationships. Maintain a deep understanding of product offerings and service capabilities to provide accurate, efficient support. Collaborate closely with cross-functional teams to streamline processes and enhance service quality. Regularly gather and analyze customer feedback to identify trends and implement improvements. Strive to exceed expectations while maintaining a professional and courteous demeanor in all interactions.
Disseminate expertise, insights, and industry best practices to every member of the VRM Team for collective growth and alignment.
Ensure the timely submission of all mandatory reports, including daily and monthly workflow documentation as well as RTS reports.
Verify that employees possess the necessary tools and resources to facilitate optimal customer service delivery.
Handles end-to-end management of VRM customer complaints and inquiries in strict accordance with established procedures.
Monitor customer instructions diligently to guarantee strict adherence to the established service-level agreements (SLAs).
Identify thematic customer issues and their underlying causes, then collaborate with the VRM, Products, and Credit teams to develop SMART actions aimed at resolving these concerns.
Ensure a seamless and effective transition of duties prior to commencing any type of leave, whether planned or part of a rotational schedule.
Strict adherence to system access rights and recertification protocols must be maintained at all times.
Ensure the precise execution of customer instructions while maintaining zero tolerance for fraudulent commission payments.
Proactively develop and implement engaging training programs tailored to the needs of VRM, ensuring continuous support for their ongoing development and delivery.
We dedicate 50% of our time to driving business growth initiatives, focusing on expanding market reach, enhancing customer acquisition strategies, and developing innovative revenue streams. This allocation ensures we consistently pursue new opportunities to strengthen our market position and achieve sustainable development.
Facilitate the VRM in executing the agreed strategies for all products across diverse channels through close collaboration with the Channels team.
In collaboration with VRM Managers, assume accountability for achieving VRM performance targets. Establish and maintain alignment of these targets with the Bank’s overarching strategy—encompassing Growth, Transformation, and Returns.
Collaborate closely with the VRM and branch teams to help the branch meet its customer retention goals effectively.
The VRM staff will receive assistance with dispensations, appeals, CRB reports, and additional product processing support.
Capacity Building & People Management: With a focus on cultivating talent, enhancing organizational capabilities, and fostering professional growth, this role requires the ability to mentor teams, develop leadership pipelines, and implement training programs that align with strategic objectives. Candidates must demonstrate expertise in performance management, employee engagement, and succession planning, along with a proven track record in designing and executing initiatives that improve team effectiveness and individual development.
In collaboration with the Manager/VRMs and Branch teams, cultivate a high-performing and motivated staff by fostering a supportive work environment, promoting teamwork, and establishing effective succession opportunities to drive maximum productivity.
Additionally, this role involves assisting with resource allocation and delivering consistent performance evaluations.
Lead the team by regularly delivering training and mentorship to align colleagues with established expectations.
Experienced professionals will provide effective coaching and mentorship to the Sales team, fostering their growth and development while ensuring alignment with organizational objectives.
Maintains organized departmental records by diligently filing and archiving documents within the designated shared folder.
Capably oversee the management, deployment, and coordination of VRM Team assets—including equipment and safety protocols—ensuring alignment with overarching objectives.
The Compliance team’s leave will be managed by ensuring adherence to established policies and procedures, maintaining team productivity during absences, and coordinating coverage to minimize operational disruptions. Responsibilities include tracking leave requests, approving or denying them based on company guidelines, and communicating decisions to relevant stakeholders. Additionally, you will oversee the reassignment of tasks to maintain workflow continuity and address any compliance-related concerns that arise during staff absences. Strong organizational skills and a thorough understanding of leave management systems are essential for this role.
Academic qualifications required for this position include a Bachelor’s degree in a relevant field, such as Education, Curriculum and Instruction, or a closely related discipline. Additionally, an advanced degree, such as a Master’s or Doctorate, is strongly preferred. Candidates should possess a valid teaching certification and demonstrate a minimum of three years of hands-on teaching experience in an accredited educational institution. Familiarity with curriculum development, educational technology, and assessment methodologies is essential. Strong communication skills, both written and verbal, are necessary to effectively collaborate with colleagues, students, and parents.
A bachelor’s degree in Law, Business Administration, or a closely related discipline is required, with a preference for candidates holding advanced qualifications—such as a master’s degree—specializing in compliance and risk management.
Minimum three years of relevant experience in banking operations, with a primary focus on controls and compliance, is required.
Required Proficiencies: Candidates must demonstrate mastery of advanced analytical skills, exceptional problem-solving capabilities, and strong technical expertise in relevant software and methodologies. Excellent communication skills, both written and verbal, are essential to effectively collaborate with cross-functional teams and convey complex information clearly. A proven track record of delivering results under tight deadlines, coupled with a commitment to continuous learning and professional development, is highly valued. Familiarity with industry standards and best practices, along with the ability to adapt to evolving technological landscapes, is a prerequisite for success in this role.
Proven expertise in utilizing analytics and technological solutions to effectively mitigate compliance risks is required.
Understanding and analyzing intricate challenges requires strong critical thinking abilities.
Adept at conveying information clearly and persuasively, both in written and spoken formats, with the capacity to engage stakeholders at various organizational levels.
Proven capability to cultivate strategic partnerships and collaborate effectively with senior business and functional leaders to drive organizational transformation.
Demonstrated commitment to achieving measurable results, exceptional organizational skills, and a strong capacity to effectively prioritize and execute multiple critical deliverables in a fast-paced environment.
Highly motivated, proactive, and meticulous professional with strong organizational skills and keen attention to detail.
Qualifications
BA/BSc/HND
Experience Required
3 years
