Company Founded: Founded in 1991

Mortgage Fulfillment Officer Lead Generator – Various Locations

Job Summary
To advise customers and process banking transactions accurately and timeously through the execution of predefined objectives as per agreed standard operating procedures (SOPs).
Job Description
Key Accountabilities/Deliverables
Cases to DSC

Submit 85% of the offer letters approved to DSC.

Reduce RTS

Use DSC Aide memoir to reduce RTS.
Branch network engagement

Issuance of Mortgage certificates

100% issuance of mortgage certificates to all the Mortgage customers, through Mortgage center, premier center, and Branches.

Negotiation fee collection

Ensure 100% collection of neg fee for all drawn loans and ensuring there is no income leakage on non-funded income.

Valuers Management

Ensure TAT is per the agreed SLA with the valuers through constant engagement

Scheme home loans management

Ensure all scheme home loans arrangements are running in accordance with the MOUs.

Role/person specification

Preferred Experience

Good understanding of Retail goal & objectives
A thorough understanding of sales process
An in-depth knowledge of the Mortgage product, conveyancing practices and lending policies
A good working knowledge and understanding of relevant mortgage legislations e.g KYC, Money laundering, banking code, service standards, health &safety standards .
A sound knowledge of our competitors’ products & service

Knowledge and Skills

Excellent planning & organization skill
Very strong communication & questioning skills
Team working
Listening skills
Customer service orientation
Relationship Management
Decision making
Problem solving/ Conflict resolution

Behavioral Competencies
Respect

Treating colleagues and stakeholders with respect.

Integrity

Delivering set objectives in line with the overall objective of the organization.

Service

Offering world class customer experience to the bank’s customers.

Excellence

Always giving the highest standards possible in conduct of day-to-day business.

Stewardship

Being innovative and seeking change for better in the role.

Technical Competencies

Presentation skills
Ability to make mortgage presentations to both internal and external stakeholders.
Good numeracy & analytical skills
Ability to decipher data and condense the same for high level consumption.

Education

Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)

go to method of application »

Use the link(s) below to apply on company website.

Apply via :

November 2, 2024
Assistant Underwriting Manager – FAK Premier Relationship Manager(Mombasa Region) Senior Underwriter – FAK

Job Summary
To work in the capacity of Assistant Manager – Underwriting, Branch Operations Support in a unit dealing with all Branch Support in the department to avoid delays and poor-quality business.
Job Description

Supervise the assigned underwriting team to ensure the key departmental deliverables are achieved, especially on branch approvals.
Create strong underwriting technical capacity to enable us to implement our company strategy around titling our business to non-motor.
Create a specialized team to support quotations unit within underwriting.
Ensure risks are properly underwritten as per the company’s underwriting guidelines and within prescribed mandates.
Ensure retention of existing business by timely invitation of renewals in the branches and head office.
Posting underwriting transactions and other related tasks within the prescribed timelines.
Receive Risk notes, issuing debit notes and policy documents.
Processing policy documents for new businesses.
Assist in processing loss ratio reports and review business performance.
Assist in claims department by providing the required documents and details immediately.
Ensure 100% adherence to the debt management guidelines.
Customer and intermediary relationship management.
Co-ordinating meetings and branch visits to support sales team on underwriting technical support.

go to method of application »

Use the link(s) below to apply on company website.

Apply via :

November 2, 2024
MEAL Manager

Overall Description of the position

Under the direction and supervision of the Programs Coordinator, the role of the MEAL Manager is to establish and implement systems to promote evidence-based decision-making and to ensure harmonized monitoring, evaluation, accountability and learning practices across MEAL and program teams at the mission level. The position holder will support the design of standardized MEAL processes and tools in coordination with other departments. This will involve creating, developing, and supporting program teams to use MEAL systems to collect, aggregate and analyse data, and subsequently play a key role in ensuring that the reporting needs of key stakeholders are met. The office holder shall work with the programs team to utilise project implementation and monitoring data to develop concept notes and proposals for funding. S/he shall support the Mission partners in ensuring their MEAL systems are effective and responsive and in rolling out MEAL activities. Moreover, the MEAL Manager acts as a custodian of the programmatic capitalisation of best practices, and actively seeks to enhance knowledge management, including the institutional memory conservation. Additionally, the post holder is expected to take a lead in MEAL budgeting and recruitment

Specific duties of the position
The MEAL Manager will be responsible for the following function :

Lead the development of MEAL systems, including procedures, guidelines, and tools.
Advise management on MEAL solutions/options in the design of staffing, resourcing, and budgeting.
Support in program design and proposal development, including theory of change development and logical framework design.
Support the program teams in planning for and executing MEAL activities, including data collection methodologies and tools, and data management, analysis, and use.
Support the implementation, dissemination and utilization of evaluations, assessments, and monitoring data in program development, adjustment, review, and reporting.
Contribute to organizational learning through supporting specific analysis, lessons learned, and reports.
Capacity building and training of program and support staff as well as of partner organizations on MEAL technical and conceptual areas.
Ensure effective knowledge sharing and translation within the mission.
Ensure effective complaints handling mechanism is operational, including maintaining a current complaint register, and responses provided within the shortest time possible.
Compile periodic complaints reports to management with recommendations based on data.
Serve as focal point for the mainstreaming of specific cross-cutting subjects and ensure they are implemented and reflected in programs with special focus on protection, gender, environment, and child safeguarding mainstreaming.

Job Specifications

Ensure effective complaints handling mechanism is operational, including maintaining a current complaint register, and responses provided within the shortest time possible.
Compile periodic complaints reports to management with recommendations based on data.
Serve as focal point for the mainstreaming of specific cross-cutting subjects and ensure they are implemented and reflected in programs with special focus on protection, gender, environment, and child safeguarding mainstreaming.
Experience in and commitment to participatory management and maintaining a supportive, open environment to ensure the transferring of knowledge & development of all staff.
Excellent written and spoken English.
Computer skills (MS Package), knowledge of statistical software and/or qualitative data management software will be an advantage.
Experience with mobile data collection software (ODK, KoboCollect);
Knowledge of use of GIS is an asset.
Excellent communication and interpersonal skills.
Ability to travel frequently and under the travel requirements of the assignment.

Ethics and professional practice

Respect and promote SIF’s Policies and Agree to comply with SIF Code of Conduct and ensures Child Safeguarding standards are upheld.
Report to your line manager any discrepancies of SIF’s policies among the team or partners
Always maintain confidentiality.

Please submit your application – Cover letter and CV with 3 professional references in one document saved in PDF format to, apply.ken@secours-islamique.orgThe position title (MEAL Manager) should be indicated on the subject line. SIF is an equal opportunity employer, and females are encouraged to apply. Only short listed candidates will be contacted, and reviews of application will be conducted on a rolling basis. .

Apply via :

apply.ken@secours-islamique.org

November 2, 2024
Relationship Manager – Large Local Corporates & Institutional Banking Relationship Manager – Public Sector Area Sales Manager(Various Locations)

Job Summary

The primary objective is to maximize sustainable Economic Profit derived from a portfolio of Large Local Corporates & Institutional Banking via effective Business Development & Risk Management at an individual and team level

Job Description
Key accountabilities/Deliverables/Outcomes
Accountability: Customer Sales and service – 45%

Identify potential sales opportunities with new & existing Customers and subsequently sell and deliver.
Identify the opportunity to introduce Product Specialists to Customers and subsequently to ensure delivery and sales.
Formulate business development strategies and objectives to meet changing market needs.
Monitor the level of complaints and quality of handling of those complaints.
Support efforts to research competitive threats/opportunities within the banks marketing/geographical area.
Communicate all key messages to customers including agreed service standards, negotiated pricing, relationship contact points (including the introduction of new personnel) and new product changes.
Keep customers advised on the expected ‘delivery date’ for product/credit applications.
Commitment to understanding customer requirements: striving to ensure requirements are met and taking the responsibility for solving problems.
Rising to and achieving stretching targets; focus on adding value to the Bank and customers; communicating opportunities for others to achieve results.

Accountability: Credit and Operational Risk Management – 45%

Primary responsibility for the control and management of credit risk within own portfolio of corporate customers.
To maximise economic profit on own customer portfolio and team bases.
Manage own performance against key financials (risk – adjusted contribution) sales, service and operational targets.
To ensure service delivery and support functions provided customer-oriented service within the stipulated service level agreements.
Develop and implement customer relationship plans for all customers.
Work with Corporate Credit Managers, to assess and recommend credit facilities for customers.
Collaborating with and assisting others; working as a team; being proud and working in the interest of the Bank.

Accountability: Developing yourself and others – 10%

Being receptive to feedback and constantly striving to develop new skills and knowledge.
Work to enhance the capability of the organisation by getting the best out of people.
Identify own strengths and weaknesses in skills and attributes, review self-development plans and ensure cleaning and development are accommodated.
Support the implementation of the AML program amongst the CIB Team and the wider Bank.

Required Performance Imperatives
Financials:

Responsible for directly meeting the business annual revenues, volumes, customer acquisitions, and cross-sell opportunities for the portfolio.
Responsible for the marketing initiatives, assessment and maintenance of transactions/relationships falling within portfolio.
Acquisition of new business – new to bank

Customer:

To develop and build relationships with key customers (both internal and external) at various levels within the customer organization.
Manage organizational complexities to create a “win-win” situation for the Customer and Absa. Continue to focus on creating operational dependency with their front/bank-end processes with Absa’s front/back-end processes.
To seek and solicit customer views on the customer satisfaction survey and to maintain these at satisfactory levels.

Target Market:

To continuously develop and enhance the business focus and target market of the key areas of the business in this sector.
To maintain a momentum of calling on existing and prospect customers for the bank.
To develop an understanding of areas of business that requires credit focus and maintaining the understanding of industry dynamics of these sectors with a view of keeping cost of credit low.

Controls and Compliance: To ensure that the overall success of the Credits, in terms of ongoing line reviews and audit. In addition, to ensure that the client portfolio is in line with the expectation of the bank’s AML and KYC policies.
Communications: To ensure effective communications sent to customers on a regular basis to position Absa as a constant force in the provision of banking services to clients
Role/person specification
Preferred Qualification

University, college degree or other relevant
(Above 5) years (Technical/Managerial) experience

Preferred Experience

Experience in understanding the business dynamics especially pertaining to the awareness of Public Sector customer requirements. (Above 5 years)
Experience in managing Public Sector clients of varied products needs and complexities including Corporate & Project Finance in addition to TB and Markets product set.
Understand how the various areas of the Bank are positioned to meet the challenges of Public Sector customers.

Knowledge and Skills

Advanced knowledge of Banking
Basic knowledge on Bank’s lending criteria in the Business and Personal sectors
A fair understanding of current issues including macro and micro economic environment.

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

go to method of application »

Use the link(s) below to apply on company website.

Apply via :

November 2, 2024
Customer Experience Designer Talent Acquisition Specialist Area Sales Manager

Job Summary
The bank is on a Customer Experience Transformation with an aim of clearly defining end to-end customer journeys that improve interactions with our customers. To achieve this, the role-holder will drive the mapping of key Customer Journeys in the bank in a bid to deliver exceptional customer experience and clearly define what existing and potential new-to-bank customers need in order to either take up a solution with us or join the bank. The bank’s goal is to elevate customer connections and deliver seamless experiences by providing positive ‘moments of truth’.
They key activities to be undertaken are:

Identify the key Customer Journeys which will drive the highest impact for the bank in elevating customer experience.
Map out these Customer Journeys, to provide a CX perspective to the customer engagement process, noting the experience the bank wants to provide the customer and the experience the customer wants to receive.
Identify key customer needs that need to be met from the mapped customer journeys.
Articulate the gaps coming out between the actual customer experience and the desired state.
Transform these Customer Journeys by delivering customer-centric designs incorporating systems thinking, customer experience/customer research, and service design, operating model review, commercial analysis and market knowledge.
Outline the key areas of action to enable the bank maximize benefits (including efficiencies), and co-ordinate resolution of these, working with the business process re-engineering team and other business stakeholders, to deliver best-in-class customer journeys.
Conduct analyses required and problem solve with the team on specific delivery, design and strategic issues.
Drive rapid delivery for higher impact throughout the process.
Provide subject matter expertise on the industry, products, distribution, and innovation trends.
Act as primary liaison to 3rd Party Vendors who will be supporting our Customer Experience design efforts.

Job Description
Main Accountabilities and Approximate Time Split
Customer Journey Design: Time Split: 45%

Design and implement the Customer Journey Design Policy for the bank, which will guide all future work on Customer Journey Design.
Business analysis of critical customer journeys across the bank and prioritize areas of focus.
Map out the identified critical customer journeys, using appropriate design tools/systems.
Identify customer needs emanating from the mapped customer journeys and work with the business teams to solve for these needs.
Identify key gaps and pain-points from the mapped customer journeys, and work with a cross-functional team to solve these.
Employ best-in-class analyses to identify focused actions which will provide the maximum impact, to address critical areas of resolution.
Work with the Process Engineers to identify key processes for transformation based on the customer journey output.
Track the closure of all identified actions to ensure full delivery of transformed customer journeys.
Liaise with the Africa Regional Office (ARO) Design Office and external Vendors as required.
Be the custodian of all customer journeys.

Stakeholder Engagement and Management: Time Split: 30%

Ensure clear understanding of what customer journey mapping entails across key business functions and stakeholders.
Provide the required subject matter expertise to steer customer journey mapping in the bank.
Ensure regular updates to key stakeholders and bank leadership on the customer journey transformation agenda.
Drive cross-functional engagements to deliver transformed customer journeys.
Ensure the right stakeholders are involved in the discussions to transform the identified customer journeys.

Team Management: Time Split: 15%

Drive the required output from the assigned team.
Ensure timely delivery of actions and agreed deliverables.
Provide the required support to the assigned team to ensure the agreed business objectives are achieved.

Governance, Risk & Controls: Time Split: 10%

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
Ensure compliance with operations risk and rigor requirements e.g. KYC and anti-money laundering measures.
Ensure that all staff adhere to all Absa Information Security policies and procedures through regular communication to staff and spot checks.
Conduct any regular quality checks on processes, including Crisis Management, systems, reviewing control reports, etc.
Ensure that all Absa Africa procedures are followed.

Technical skills / Competencies
Education and Experience Required

Bachelor’s degree or equivalent in a related field
Relevant design certification or experience – Design Thinking, Human Centred Design, Customer Journey Mapping etc.
More than three years’ experience in Customer Experience Design

Knowledge & Skills Required

Customer Journey Mapping skills
Application of the Human Centered Design approach
UI Design, using products like Sketch, Illustrator and Photoshop
Deep knowledge of UX Design principles
Prototyping both low and high-fidelity prototypes using tools like InVision and Protopie
Facilitation and participation in Google Design Sprints
Well versed in Design Thinking Methodologies
Good verbal and written communication skills
Analytical and evaluation skills
Business communication and interpersonal skills
Critical Thinking
Problem Solving
Presentation -Confidence and commitment, Persuasive and credible
Decision making and ability to act on own initiative.
Taking responsibility for decisions
Teamwork skills

Competencies Required

People Management
Communication and Presentation
Business awareness
Business management
Performance management
Resource management
Relationship management & Influencing
Team building
P C skills (including navigation of appropriate design software/tools)
Planning

Knowledge, Expertise and Experience
(Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies) Essential.

In-depth knowledge of design and customer journey mapping.
Up-to-date knowledge on international activity and best practices in design and customer journey mapping.
Working knowledge of competitor and market activity in Kenya.
Good understanding of banking products and services, and customer expectations in the Kenyan market.
Basic understanding of Absa Risk Policy and Group governance requirements.
Basic understanding of Absa’ strategy, operating structure and interface with other functions.
Basic knowledge of Risk and Credit policies and procedures.

Measures of success

Bank/Segment/Business/Branch Customer Experience Measures performance including the Customer Experience Index (CXI) and Net Promoter Score (NPS).
Achieve high results in other Customer Satisfaction Surveys (Mystery Shopping)
Achieve consistently set goals on Turn Around Times for various services and touchpoints
Reduce customer dormancy and attrition
Increase in active customers

go to method of application »

Use the link(s) below to apply on company website.

Apply via :

November 2, 2024
Area Sales Manager(Various Locations) Card Acquiring Relationship Manager Branch Manager Branch Manager Premier Relationship Manager

Job Summary

To build and develop a high-performing team through embedding performance development and coaching. Ensure that the team member receives coaching and feedback in order to develop and achieve their maximum potential, meet and exceed sales targets.

Job Description
Key accountabilities/Deliverables/Outcomes
SUPERVISION OF LEAD GENERATORS   – TIME SPLIT 40%

Act as enabler to the Lead Generators under supervision by providing them with the tools and information to optimize sales
Through delegation to the Lead Generators, achieve set annual sales targets. Monitor the performance of the Lead Generators on a daily, weekly, quarterly and annual basis and provide coaching and feedback on how to improve performance
Agree individual targets with the team members for products, assets, liabilities and campaigns.
Manage daily attendance levels within the team in compliance with the relevant HR policies, including the management and approval of leave within the team.
On a daily basis, monitor the movement of the Lead Generators to ensure that planned meetings or activities are being carried out in the field
Motivate staff and ensure they are recognized through the Absa Bank PLC recognition schemes
Identify training needs of the team and arrange for these needs to be met through on-the-job coaching and formal training
Communicate a summary of the training needs to the Regional Sales Managers at least annually. Ensure that the planned learning interventions take place particularly for compulsory training
Sit for Lead Generator interviews based on shortlist provided by Regional Sales Managers, HR and Resource Coordinator.
Induct new Lead Generators and ensure that they participate in formal induction as well as the compulsory compliance training courses
Sit for disciplinary hearings for misconduct or incapacity charges together with HR
Ensure that Lead Generators understand the compensation plans in place

SUPERVISION OF SALES ACTIVITIES   – TIME SPLIT 30 %

Supervise product promotion campaign aspects by distributing material to Lead Generators. Cascade key messages, including training for products to staff members, including training on new application forms
Monitor sales performance on a daily, weekly and monthly basis and provide results to the Regional Sales Managers

BUSINESS EXPANSION   – TIME SPLIT 10 %

Work with Regional Sales Managers to unlock sales in companies through sales activations and financial trainings
Work with the sales teams and Regional Sales Managers to bring leads on new company sign ups

OPERATIONAL RIGOUR, COMPLIANCE AND CONTROLS   – TIME SPLIT 10 %
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”

Ensure accuracy of each new account application, loan document, Barclaycard application and all other customer documents. Lead Generators are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
Comply with general Absa operational risk & rigour requirements e.g. Health & Safety standards and security of premises, KYC and anti-money laundering regulations.
Effective leave management of LGs in the team to manage branch costs
Effective management of reporting of LGs and prompt notification of any unexplained absences
Effective exit management
Effective management of performance records and use of LG Management tools to monitor performance and sales activities

CONTRIBUTE TO THE DEVELOPMENT OF THE TEAM   –  TIME SPLIT 5%

Share knowledge and experience with other Sales Managers in the team.
Provider cover for other Sales Managers in case of excessive workload or absence.
Share knowledge and experience and best practice with team members, Lead Generators and the broader business

Deputize for the Regional Sales Manager when required.
PERSONAL DEVELOPMENT  – TIME SPLIT 5%

Agree annual performance objectives with the Regional Sales Manager, including specific sales targets.
Pursue continued improvement in personal development by participating in development programs and training.

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

go to method of application »

Use the link(s) below to apply on company website.

Apply via :

November 2, 2024
Premier Relationship Manager

Job Summary

Responsible for recruiting and maintaining a portfolio of premier clients, by selling a high-quality, relationship-oriented, financial planning service, supported by a dedicated Account Executive. Clients are recruited from the existing Bank customer base and externally with the aim of developing significant sales, and high levels of client satisfaction through a mutually beneficial relationship.
The client relationship is managed on a highly proactive and ongoing basis over an extended period. Whilst part of a team, the jobholder operates on a mobile basis, meeting clients at times and locations convenient to the client.

Key Accountabilities:
Relationship Management and Cross-Selling: Time split 85%

Be the first point of contact for customers in the portfolio.
Drive any required communication to customers in the portfolio.
Proactively target and recruit clients, through referrals from existing customer portfolios
Proactively engage customers in existing portfolios to onboard close family members as part of the family banking strategy
Ensure new customers meet CLM Involved measures upon handover from the Premier Acquisition team. Involved tracking will commence from Day 31 to Day 90 and will ensure continued account funding, digital usage and product holding.
Complete a detailed Customer Discussion Document for new customers upon hand-over from the Premier Acquisition team.
Ensure the customer portfolio meets CLM Engaged measures – account funding, digital usage, and product holding.
Drive increased assets balance sheet per customer, liabilities balance sheet per customer and revenue per customer through continued customer engagements.
Monitor and ensure funding of Zero Balance Accounts, Low Funded Accounts, Inactive Accounts, and Overdrawn Accounts in your portfolio as part of ensuring funding growth.
Ensure ongoing reviews of the Customer Discussion Document for each customer in the portfolio and drive satisfaction through proactive identification of identified clients’ ongoing financial needs and cross-sale of required solutions.
Actively drive cross-sale targets for the portfolio across product lines – Assets, Liabilities, FX, etc.
Proactive engagement of required business specialists to support the fulfillment of customer needs.
Manage the client portfolio, making proactive contact on a regular basis and meeting clients at their convenience, and maintain an updated calendar/diary to track customer meetings.
Ensure customers in the portfolio are contacted/engaged as per the laid down Premier Customer Engagement procedures.

Business Management: Time split 15%

Ensure the targeted level of business results (i.e., income, balance sheet, costs, client satisfaction, and client recruitment) for the jobholder’s own portfolio are maintained.
Review portfolio on a regular basis recommending clients.
Adhere to standards, legal and regulatory, in accordance with the Absa Premier guidelines and Head Office instructions.

Risk and Controls

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.

Role/person specification
Preferred Qualification

Bachelor’s degree from a recognized university

Preferred Experience

Circa 2 years of team leader experience
Record of achievement in a sales and service environment
Experience in handling customer complaints
Previous experience in handling operational risk issues
Previous roles could include;
Personal banker team leader
Prestige team leader

Knowledge and Skills

In-depth knowledge of the full range of Absa Africa retail product set and services and an overview of corporate and small business services
In-depth understanding of technical support systems e.g. Flex, BOC, IBOC
Detailed understanding of the retail network business processes and operating procedures.
Thorough knowledge of operating instructions and audit requirements.
Good understanding of Absa Africa’s risk policy
Awareness of Absa Africa’s retail strategy, operating structures, and interfaces
Knowledge of Absa Africa people’s policy and procedures
Understanding of the local competitor market.
Team leader experience

Behavioral Competencies

Communication and Presentation
Planning
Relationship management

Technical Competencies

Resource management
Business management
People Management
Performance management
Business awareness

Apply via :

absa.wd3.myworkdayjobs.com

November 2, 2024
SME Relationship Manager

Job Summary

To manage and sustain a relationship with Business Banking customers, building long-term relationships founded on efficient and reliable support for their business. This is achieved particularly through quick risk decisions and managing consistency and quality of operational service.
The primary objective is to maximise sustainable risk-adjusted / EP portfolio contribution.
The jobholder will additionally be responsible for business development both with new customers and with his/her existing portfolio.

Key Accountabilities/Deliverables
Sales and Service: -Time Split 70%

Conduct annual review of customers’ borrowing facilities (and interim review if customer circumstances [risk profile] dictate).
Consult customer owners/managers on financial/credit issues and general business practice/ideas.
Determine the key messages, e.g., agreed service standards, negotiated pricing, relationship team contact points (including introductions to new personnel) and new product changes. Calculating the most appropriate means of communicating them to customers.
Deal with, and find resolutions for, customer complaints.
Determine the products that are most effective in meeting customers’ needs and be able to sell these, at short notice, both reactively and proactively.
Plan and co-ordinate any marketing approaches for new business and actively develop existing relationships. Co-ordinate approaches to the portfolio by businesses across the Group.
Monitor and ensure adherence to risk service standards.

Business Management: – Time Split 25%

Research, create and follow up on a target list for potential new business.
Identify priority customers using the Customer Prioritisation Guidelines to assess their present and potential contribution.
Gather all the required information that is needed to prepare and assess credit applications. Role holder will be expected to input certain key information such as judgmental information (They will work closely with SME Credit)
Monitor and control the quality of the portfolio using “Condition of Sanction” triggers where possible and in accordance with RM guidelines and Bank policy.
Manage “Early Warning List” customers to reduce risk, following H.O. and Regional guidance provided.
Adhere to procedures and guidelines within the BB RMCD.

Staff Management: – Time Split 5%

Day-to-day support to Enterprise Bankers and branch staff in provision of consistent service quality and risk.
Manage own leave plan.
Offer support as per business request.

Risk & Control Objective
“Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Bank Kenya Plc Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”
Role/person specification
Preferred Qualification:

Business Degree

Preferred Experience

3 years’ experience in Business related field

Knowledge and Skills
Knowledge of the bank’s products, services and policies required to undertake the role:

The jobholder will be required to have a detailed knowledge of the core set of Business Banking products.
For Complex products, a good knowledge will be required sufficient to: –

Recognize the changing needs of the customer.
Identify products/service that best satisfies customer need.
Introduce the product/service.
Co-ordinate the introduction of the relevant Group product specialist.
Deal with customers directly as required.

A good knowledge of the products & services available in the Personal Sector is also required to satisfy the individual financial needs of business owners/key individuals.
The jobholder will require a broad understanding of policies and strategies across the Group as they relate to the demands of the customer base.

Must have good knowledge on: –

Enterprise Banking,
customer relationship management
Team management

Behavioral Competencies

Relationship skills
Working with others
Personal organization
Managing relationships
Analytical thinking
Active listening
Adaptability

Technical Competencies

Risk skills
General Corporate skills
Product skills
Presenting and communication skills
Writing and Reporting

Training likely to assist effectiveness in the role, and which may have been completed prior to undertaking this role:

Risk assessment and management
Presentation, influencing and negotiating.
Communication

Additional details of exceptional aspects of the demands of the role:

Required to form relationships with customers, therefore minimum tenure will be 2 years.
The jobholder will need to be able to communicate in such a way as to ensure their ongoing credibility when dealing with financial controllers of companies, in addition to owner-managers.
The jobholder’s portfolio will consist of a full range of Business Banking customers, including the more challenging customers, who will often be subject to competitive approaches from other banks.
Business development activity will be similarly demanding.

Apply via :

absa.wd3.myworkdayjobs.com

November 2, 2024
Centre Manager Telemarketing Unit

Job Summary
To maximise the customer experience by ensuring that continuous quick and efficient service is delivered to all Cash Customers through mentoring, coaching and developing staff within Hub and Spoke,
The process requires careful daily coordination, cash planning, forecasting and management and would need to use a nodal optimization tool to ensure most effective cash management.
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal ABSA Policies and Policy Standards.
Understand and manage risks and risk events (incidents) relevant to the role.
Job Purpose

To support in the implementation and delivery of the Retail and Business Banking customer life-cycle strategy through the Telemarketing Unit, with an aim of deepening the bank’s relationship with its existing customers in order to enhance wallet share, customer satisfaction and retention and customer profitability.
To build and develop a high-performing team through embedding performance development and coaching. Ensure that the team member receives coaching and feedback in order to develop and achieve their maximum potential, meet and exceed data led sales targets.
Embed Governance, Compliance, Risk and Controls within the Telemarketing Unit in line with business Risk Control assessments (RCAs), Audit requirements and Absa group policies.
Identify and implement key processes to support in the efficient running of the Telemarketing Unit.
Identify/Review and implement key product processes to support in the delivery of product and channel customer life-cycle campaigns through the Telemarketing Unit.
Be the liaison with other business units/departments e.g. products, channels and operations in the delivery of product and channel customer life-cycle campaigns or review of processes to support in the delivery of product and channel customer life-cycle campaigns through the Telemarketing Unit.
Liaise with the Chief Data Office team to provide any required analytics to drive improved performance of the Telemarketing Unit.
Liaise with the Customer Lifecycle Management (CLM) Strategy/Data Led Sales Manager on any key changes that need to be done at the Telemarketing Unit to support in the RBB CLM and Data Led Sales Strategy execution.

Main Accountabilities
Risk, Control & Processes: 20%

Ensure Governance, Compliance, Risk and Control Standards are implemented and adhered, to meet Group Standards.
Ensure any new regulatory or Group requirements impacting on Telemarketing are reviewed and implemented.
Ensure that all activities and duties are carried out in full compliance with regulatory requirements and internal Absa policies and standards.
Ensure full embedment of complaints procedures and any arising complaints, queries, and escalations are dealt with effectively and in a timely manner.
Ensure full embedment of all applicable governance and controls policies and procedures.
Maintain an up-to-date RCA document for TMU.
Ensure all required reports are provided in a timely manner including daily TMU Sales Report and TMU Monthly Financial Performance Report.
Identify any arising issues and escalate appropriately.
Team responsibility and accountability for the profitability within the portfolio, including budgets of the CLM Telemarketing Unit
Team responsibility for the preparation of required documentation/processes supporting TMU activities, ensuring completeness, correctness and all procedures have been adhered to.
Team responsibility for the filing and safe custody systems within TMU, with adherence to the Bank’s Data Management Policy.
Ensure adherence to KYC policy in conducting customer engagements and onboarding as part of TMU activities.
Ensure reporting on conformance to KYC as required.
Team responsibility for adherence to Policy & Procedures in TMU.
Ensure the TMU Asset Register is properly maintained, including completeness and accuracy.
Team responsibility for adherence with IT security procedures including conducting regular snap checks on the Interactive Voice Recorder (IVR) Telephony system.
Ensure that all activities and duties are carried out in full compliance with regulatory requirements and internal Absa policies and standards
Ensure quality assurance checks are embedded.
Understand and manage risks and risk events (incidents) relevant to the role.
Monitor the performance of Voice Recorder Telephony system and ensure escalations are done accordingly aiming for 100% uptime and that all sales done are recorded.
Ensure snap checks are done as per agreed policy and any breaches of processes are flagged with Head of TMU.
Ensure processing of sales is within agreed timelines by engaging Operational centers to resolve issues in a timely manner.
Be in liaison with the Contact Centre team to ensure ALL Customer Complaints in CLM TMU/Portfolio queue are handled within SLA.
Deliver customer and business friendly processes which drive identified product and channel CLM campaigns through the Telemarketing Unit.
Regular engagement with colleagues at CLM Strategy, Products, Channels, Operations and other Business units on the various campaigns running at the Telemarketing Unit.
Managing the supplier relationship with the outsourced outbound telemarketing vendor in view of resolving emerging telephony issues.
Liaise with the CLM Strategy/Data Led Sales Manager and/or Branches to ensure any branch related support areas tied to the Telemarketing Unit’s processes are running.
Efficiently ensure sales generated by the Telemarketing team are processed within SLA and dispatched to processing centers and daily MI shared with the unit.

Business Performance and Growth: 60%

Ensure tracking of campaign outputs through TMU Compliance for realization of signed-off benefits.
Act as an enabler to the Lead Generators under supervision by providing them with the tools and information to optimize sales.
Through delegation to the Lead Generators, achieve set annual sales targets. Monitor the performance of the Lead Generators on real time monitoring, daily, weekly, monthly, quarterly and annual basis and provide coaching and feedback on how to improve performance.
On a daily basis, monitor all the activities being carried out in the TMU.
Motivate staff and ensure they are recognized through the Absa Bank PLC recognition schemes.
Identify training needs of the team and arrange for these needs to be met through on-the- job coaching and formal training.
Communicate a summary of the training needs to the Head of TMU at least annually. Ensure that the planned learning interventions take place particularly for compulsory training.
Induct new Lead Generators and ensure that they participate in formal induction as well as the compulsory compliance training courses.
Cascade key messages, including training for products to staff members, including training on new application forms.
Monitor sales performance on real time basis, daily, weekly and monthly basis and provide results to the Head of TMU.
Ensure detailed customer feedback is collected through BOC as part of the calls done at the Telemarketing Unit, collate this and submit to the appropriate business units as a means of providing ongoing customer feedback on the bank’s products, channels and services.
Ensure commission payments to Telemarketing Unit are processed accurately and within SLA for all products sold.
Facilitate supply of data to the Telemarketing Unit from the respective Product departments in required amounts and within agreed SLAs while maintaining a tracker of all sales data inputs to TMU against agreed SLA.
Provide input to Telemarketing team through feedback on sales quality in view of emerging business policies or requirements.

Stakeholder Engagement and Management: 20%

Proactively drive collaboration with varied stakeholders to ensure full execution of the Telemarketing Unit strategy.
Liaise with/ support and ensure timely delivery from Products, Channels Operations & Technology teams for development of processes, infrastructure, and IT capability to support activities at the Telemarketing Unit.
Facilitate design and delivery of staff training and toolkits for the Telemarketing Unit.
Participate in the ironing out of any Telemarketing Unit issues arising, through appropriate dialogue with stakeholders and conducting required analyses.
Maintain a “feedback” loop with key stakeholders and engage on any emerging strategic developments.
Liaise with the Head of Telemarketing to ensure that the unit is appropriately represented in the relevant business-wide forums.
Build effective relationships, influence and motivate the Telemarketing teams to ensure their wholehearted commitment to effective implementation of CLM.

Role/person specification
Preferred Education

Bachelor’s Degree
Microsoft Office Suite proficiency
Sales Management

Preferred Experience

Call Centre Experience
Front Line Experience in either sales or service
Team Management

Knowledge and Skills

Proven Stakeholder management skills.
Team Management skills.
Good understanding of Absa Bank customer segmentation, products, policies, plans, objectives in order to pro-actively embrace changes within the function.
Proven track record of delivering superior customer value.
Performance management skills.
Good working knowledge of telephony systems and quality controls.

Technical Competencies

PC Skills: Microsoft Office& Excel, Power point expertise is a must
Performance Management
Data Led Sales tracking and management
Telemarketing

Behavioural and Cognitive Competencies

Strong stakeholder management skills
Results Orientation and self-drive
Strong negotiation, influencing and interpersonal skills
Essential to be innovative and pro-active

Apply via :

absa.wd3.myworkdayjobs.com

November 2, 2024
Project Manager, Civil Society Engagement in Security Sector Governance in Africa

The position requires an exceptional manager to implement the project plan within budget and on deadline. The project manager will lead a team of two senior researchers, two researchers and an administrative officer. The project manager must be comfortable performing various tasks – from managing staff to representing ISS on international panels, interrogating research findings and discussing solutions with government and civil society partners. Expertise in quantitative research methods is highly desirable.
ISS project managers are independent thinkers driven by the goal of seeing Africa achieve its potential. This is an excellent opportunity for an accomplished project manager seeking to apply their human security and policy analysis expertise to an important initiative in Africa. The successful candidate will report to the Head of the Nairobi office.

Overview of duties

Supervise and manage the performance of project staff
Collaborate with researchers and partners to develop a survey on security sector governance
Oversee survey fieldwork, including surveyors’ recruitment, training and activities
Work closely with researchers to process and analyse survey data, analyse findings and develop recommendations for policy and programming
Foster positive relationships with project partners, government agencies and other stakeholders, informing them about project progress and results
Prepare and submit regular progress reports and the final project report, documenting survey findings and project outcomes
Monitor project expenses and ensure cost-effectiveness
Manage donor and internal reporting requirements

Requirements

Master’s degree or PhD in social sciences, law, humanities or a related field
A minimum of 9 years of experience in a policy research or policy-making environment, either within an international organisation or government, at a management level
At least 5 years’ experience in successfully managing complex projects and leading subordinate team members
In-depth understanding of security sector reform and governance
Expertise in analysing information and translating research results into practical recommendations
Experience in designing and managing research, policy advocacy, training and technical assistance programmes
Experience establishing and nurturing relationships with partners and stakeholders to influence policy and action
Proficiency in fundraising and donor liaison, including the ability to write proposals and reports
An understanding of monitoring and evaluation, and expertise in Results Based Management frameworks
Exceptional verbal and written English communication skills; proficiency in French is an advantage
Strong leadership skills with excellent interpersonal abilities

Email your application to Mercy Rukenya at nairobijobs@issafrica.org. Applicants must provide a cover letter and detailed CV, including at least three contactable referees. Only short-listed candidates will be contacted.

Apply via :

nairobijobs@issafrica.org

November 2, 2024