Website: Website http://ke.equitybankgroup.com/

Risk & Compliance Manager International Banking & Payments

Description

Equity Bank is one of the region’s leading banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern and inclusive financial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, South Sudan and DRC Congo, Equity Bank is now home to over 12 million customers – the largest customer base in Africa. Currently the Bank is seeking additional talent to serve in the role outlined below within International Banking and Payments Department.

Qualifications

The position.

The Risk & Compliance Manager shall be responsible for managing the various activities relating to financial crime/ market compliance risk assessment activities as they pertain to the portfolio of existing Equity Bank Group International Banking products and services.
This is a regional role that will interface with a range of stakeholders across Equity Group Subsidiaries. The position holder will be expected to identify, measure, monitor and mitigate product inherent and residual risks so that business objectives are met in compliance with the bank’s risk appetite.

Key Responsibilities & Accountabilities

Perform risk assessments for new and on-going International Banking projects for purposes of ensuring compliance to relevant country, regional and global regulations and guidelines.
Take ownership of the Regional Compliance risk assessment annual plan, this will include follow-up of the product business plan execution, the assessment of AML/CFT/Fraud/Markets compliance risks tied to payment and FX hedging products, the recommendation of mitigating controls and the production of product risk assessment documents for new strategic initiatives.
Provide guidance and advisory by answering queries related to products as part of business project reviews covering various risk categories, including geographical risks.
Enhance collaboration within Equity Bank subsidiaries and partners on KYC, AML, and sanction issues using the latest technologies to enable prevention, detection, fraud or financial crimes through amalgamation of client data for streamlined and secure processes.
Sensitize stakeholders at strategic and operational levels of Equity Bank Group on the International Banking regulations and processes accordingly and subsequently recommend enhanced training opportunities.
Ensure that the various units of International Banking are trained and advised on the product risks accompanying their business projects, including creation and overseeing the activities of a joint product risk committee.
Maintain a broad knowledge of products and product features by working closely with partners, subsidiaries and the Enterprise Risk Management departments in Equity Bank group and subsidiaries.
Determine and recommend system security improvements to enable compliance with best practice system risk & security requirements and global General Data Protection Guidelines, GDPR.
Build relationships with the Bank’s internal departments and management to allow for successful collaboration in mitigating exposures that are a threat to International Banking and the bank’s objectives.
Perform follow-up and support closure of compliance and risk related audit findings.
Represent the bank as when required at various levels and platforms both locally and internationally to support the departmental objectives.

Education & Qualifications – Requirements.

Bachelor’s degree in a business management descipline or related field from a reputable instiution is prefered with a post graduate training in Financial services, Risk Management and or compliance as an added advantage.
A minimum of four years’ successive employment in risk/compliance descipline in a busy organisation, with strong understanding of overall banking operations, systems, and processes.
Minimum of 2 years’ experience in KYC and AML Compliance in a regional commercial bank.
Minimum of 1- 3 years’ experience in policy formulation and dissemination, preferably with knowledge in processes and procedures related to International Banking.
A minimum of 2 years’ experience in interaction with banking systems in the risk management or controls front.
Experience with projects risk management with demonstrated ability to conduct project risk assesments, quality assurance tests and compliance assesments.
Experience in engaging C-level management and senior executives in facilitating decision-making and reporting.
Demonstrate understanding of regional and global AML/ KYC, FATCA and CTF compliance regulations within the financial services industry.
Must have professional membership in Risk Managment and or Compliance with a globally accredited institution.
Experience in working within a big-data analysis environment with the use of SQL /advanced Excel etc.

Competencies / Attributes / Knowledge and Skills:

Ability to manage and collaborate with geographically diverse teams and matrixed relationships.
Ability to coach, mentor, train and transfer skills to others
Adherence to a code of conduct and ethical guidelines.
Understand, respect and practice the set of organization’s shared vision, mission and values, including mutual respect, equity and justice, honesty and transparency.
Ability to communicate clearly and demonstrate good interpersonal skills
High-level integrity and initiative taking and positive attitude towards learning and sharing.
Ability to network and establish strong relationships with Equity Group partners and relevant stakeholders will be vital.
Must have team building skills, personnel management and supervision skills.

Apply via :

equitybank.taleo.net

October 29, 2024
Head Commercial Legal

Role Purpose & Responsibilities Summary:
The purpose of the role is to oversee the provision of commercial legal services and advise the Business and other teams of Equity Group.
Key Responsibilities

Inculcation of legal risk culture and management of legal risk in the business operations of the Group.
Manage the Commercial Legal department in the Group Legal Function.
Lead, support, manage, mentor, and develop a team of lawyers and other department resources to execute excellently in support of business strategy execution.
Negotiation of complex contracts in the interest of Equity Group.
Assist the Group Chief Legal Officer in the management of the Group Legal Function.
Development of knowledge management solutions and initiatives for the Group Legal Function.
Oversee the development and compilation of precedents, standard forms, and templates to support legal analysis, advisory work, and quick document turn-around in support of business in coordination with the relevant business and functional units.
Supervise and manage M&A and other strategic legal projects as appropriate.
Work closely with the Operations and Business teams of the Group to manage legal risk.
Supervise and coordinate the preparation oi briefs regarding legal due diligence on counterparties.
Assist in recruiting and managing external legal counsels and service providers, including negotiating cost-effective fee arrangements.
Assist in recruiting and managing internal legal counsel including evaluating their performance.
Provide legal and strategic advice to business leaders in Equity Group.
Coordinate the drafting of Equity Group standard templates and agreements relevant to the business.
Oversee the compilation of knowledge resources and precedents gathered in past transactions.
Perform such other assignments as may be required from time to time by the Group Chief Legal Officer.

Qualifications

Bachelor’s degree in law.
Minimum of 8 years of experience practicing Law.
Admitted to the bar either in Kenya, Uganda, or Tanzania
An LLM or MBA is an added advantage.

Apply via :

equitybank.taleo.net

October 29, 2024
General Manager – Legal Advisory

Role Purpose
The purpose of the role is to oversee the provision of legal services and advise the non-banking entities and support functions of the Equity Group.
Key Responsibilities

Lead the provision of legal advice and support to the non-banking entities and support units within the Group.
Lead, support, manage, mentor, and develop a team of lawyers and other Unit resources to execute excellency in support of Group enabler functions and non-bank entity strategies.
Develop and support in the development of Group policies and frameworks.
Oversee the development and compilation of precedents, standard forms, and templates to support the legal analysis, advisory work, and quick document turnaround in support of business coordination with the relevant entities and functional units.
Negotiations of contracts and other partnerships engagements in the interest of Equity Group.
Assist in the Group Chief Legal Officer in the management of Group Legal Function.
Development of knowledge management solutions and initiatives for the Group Legal Function.
Supervise and manage strategic legal projects as appropriate.
Supervise and coordinate the preparation of briefs regarding legal due diligence on potential partners.
Assist in recruiting and managing internal legal counsel including evaluating their performance.
Provide legal and strategic advice to functional heads and other leaders in Equity Group.

Qualifications

Bachelor’s degree in law.
Minimum of 8 years of experience practicing Law.
Admitted to the bar either in Kenya, Uganda, or Tanzania
An LLM or MBA is an added advantage.

Apply via :

equitybank.taleo.net

October 29, 2024
Assistant Manager, Monitoring & Evaluation – Food & Agriculture, EGF

Description

The Equity Group Foundation was established in 2008 in recognition of the need to scale up the existing corporate social. responsibility (CSR) initiatives of the Equity Bank Group. The Foundation acts as the institutional home for the Group’s social initiatives and interventions. The Foundation’s aim is to catalyze the socioeconomic prosperity of the people of Africa by giving opportunity to the millions at the bottom of the pyramid to be incorporated into the modern economy. This is by leveraging on the Equity Bank Group’s infrastructure. The Foundation recognizes the diverse nature of the socio-economic needs of the people of Africa and has identified six programme areas on which it lays its emphasis. These are: Education and leadership Development, Agriculture, Entrepreneurship, HeaI.th, In novation and Environmental Sustainability. These programme areas support the Foundation in realizing its vision and mission.
The Foundation is currently seeking to recruit a talented, innovative and results oriented individual, to fill the following position in the Food and Agriculture Pillar: –

Assistant Manager – Monitoring, Evaluation, Reporting and Learning

This is an assistant management role within the Equity Group Foundation with the candidate working with the General Manager Food and Agriculture but under the supervision of the General Manager, Monitoring, Evaluation, Reporting and Learning [MERL]. The candidate will be responsible for the implementation of the MERL strategy and delivering high standards of monitoring, evaluation, learning and reporting requirements and program results across the portfolio. He/she will ensure full compliance with donor requirements, assist the program team in design of new programs, development of result frameworks and plans and facilitating capacity building initiatives for both internal staff and external stakeholders when required. He/She will be responsible for weekly reports to the regional teams.

Main Responsibilities
Monitoring and Reporting:

Monitor and facilitate program progress measurement, reporting and tracking compliance with donor requirements and internal program quality systems.
Weekly reporting on various data indicators for the different regions as defined by Food and Agriculture Pillar
Conduct simple and complex data analysis processes and reporting for all relevant purposes for the preparation of quarterly reports, annual reports for partners and board reports.
Take lead in drafting, consolidation, and submission of program reports to program partners, Equity Group Board and the contribute to the preparation of the annual impact report.
Contribute towards improvement in result-based reporting and quality of reports to donors/partners and internal reporting structures.
Prepare technical briefs and special papers on key thematic areas of focus and strategic program achievements
Facilitate the implementation of the MERL plan, regularly revising and updating performance questions, indicators, methods, and formats.
Coordinate and participate in regular field monitoring and validation visits and submit field visit reports.
Periodically review and advise on the development of tailor-made MERL tools.
Take charge of data quality management for the programme and ensure integration of data quality standards in reporting of programme achievements.
Undertake periodic data quality checks
Supervise the management of the EGF Data Management and Information System to facilitate effective access to data/information and efficient managerial decision making.
Supervise and assist with the development of an all-inclusive Food and Agriculture Digital platform with training content, e commerce, weather information, etc

Design and Planning:

Develop and facilitate the review of the programme Theory of Change, MERL frameworks and tools including the specific program MERL plans, log frames, performance monitoring plans and indicator reference sheets.
Provide technical input in the development of compelling grant proposals and concepts with strong and well-articulated MERL sections.
With support from the General Manager and other MERL Managers, develop and test systems and processes to respond to the demands of adaptive programming.
Support the integration of successful approaches in routine MERL practices.
Organize and facilitate training on the application of result-based monitoring and evaluation in program design, management, and reporting.
Prepare MERL activity concepts, annual works plans and budgets.
Develop and implement cost-effective and real time data collection systems and tools including but not limited to the use of mobile devices and digital survey tools.
Serve as a key liaison person with EGF program team, finance, operations, procurement, and management teams in MERL related matters.
Developed a close working relationship with external partners including donors, Government, private sector and Non-Governmental organizations in MERL practice and collaborations.
Proactively work with the MERL team and key stakeholders to resolve and/or disseminate key risks, issues and best practices identified through the programme monitoring work.

Evaluation and Learning:

With the assistance of General Manager, take lead in conducting internal evaluations, assessments, tracer studies and other relevant special studies on periodic basis.
Facilitate quarterly program reviews against the set KPIs and draft program review reports to EGF management and partners.
Developing terms of reference(s), scope of works, selection, and supervision of external service providers/consultants.
With the assistance of General Manager, coordinate external program evaluations and assessments and ensure learning is understood and disseminated to all the relevant stakeholders.
Coordinate the Identification and documentation of result-oriented case studies, success stories and other qualitative progress reporting methods periodically.
Represent the MERL department and the foundation whenever called upon in external meeting and forums with stakeholders.
Regularly review and improve the MERL system by seeking stakeholder inputs and through consultations with MERL practitioners in other organizations.
Lead the program team in periodic program reviews
Contribute to a culture of continuous learning and improvement.
In collaboration with the other MERL staff, plan and conduct internal program quality assessments including periodic data quality assessments.

Qualifications

Desired Academic Qualifications

A bachelor’s degree in either monitoring and evaluation, social statistics, project planning and management, development studies or related course. Master’s degree would be an added advantage.
Relevant professional certifications and training in monitoring and evaluation and project cycle management.
Practical knowledge of using data analysis softwares such as; Advanced Excel, SPSS, Python, STATA and NVivo.
Experience in managing or developing digital platforms or relational databases

Desired skills

Demonstrate understanding of monitoring and evaluation for donor funded programmes and especially in the Food and Agriculture sector.
Over 5 years progressive experience in the field of monitoring and evaluation.
Hands on experience in setting MERL systems and frameworks
Familiarity with new trends in the MERL field preferably in the development sector.
Experience in conducting program evaluations, including designing data collection tools/instruments, data visualization and presentation and successfully drafting MERL technical reports.

Competences

Demonstrates high levels of integrity and ethical standards.
Proactive and works under minimal supervision.
Ability to multitask.
Ability to meet strict deadlines.
Teamwork and collaboration
Attentive to details.
Possess and demonstrate leadership skills

Apply via :

equitybank.taleo.net

October 29, 2024
Senior Digital Marketing Officer Web Content Officer Telephony Support Executive Business Development Officer (VAS Products)

The Position
The holder of this role will be part of a team that develops integrated digital marketing strategies. The duties of the role will include planning and managing digital marketing campaigns that promote the company’s brand, products, and services on digital and social media platforms.
Key Duties and responsibilities

Interface with Business and create digital campaigns and strategies that support product awareness, product uptake and acquisition.
Coordination of end-to-end execution of digital marketing campaigns and initiatives including ideation, creation of collaterals, distribution of collaterals in various online media platforms and in multiple media formats
Develop, create, and manage engaging content that aligns with our brand strategy, and addresses the needs and interests of our multiple stakeholders.
Keep in line with new and emerging digital trends, marketing strategies and approaches to ensure the brand remains in touch with the online audience while delivering relevant and engaging content.
Measure and report performance of all digital marketing campaigns and assess against goals (KPIs and ROI) and share impact analysis reports
Coordinate with agency and digital media buy experts to improve marketing results.
Grow the brand’s influence on the online space while also increasing brand loyalty and awareness.
Drive traffic and business growth through digital and social media platforms
Coordinate online lead generation activities & campaigns
Plan and execute all web, SEO, email marketing, social media and display campaigns
Drive organic growth of websites through SEO and pay per click campaigns and evaluate important metrics that affect our website traffic, service quotas, and target audience
Identify trends and insights, and optimize spend and performance based on the insights
Research on emerging online marketing including mobile, social media, and other digital channels
Coordinate the design, build and maintain our social media presence
Contribute to social media engagement and brand awareness campaigns
Creation and execution of email-based marketing campaigns
Prepare accurate reports on our marketing campaign’s overall performance.

Qualifications

Qualifications, Knowledge and Experience

Degree in communications, marketing or relevant field
3 years’ experience in a similar role
In-depth knowledge of marketing on digital and social media platforms, best practices, and digital media planning.
Website analytics, data and sentiment analysis
Training and certification in digital marketing an added advantage

Qualities

Passion for brand building and creativity are very important attributes for this role
Ability to manage multiple projects in a fast-paced, deadline-driven environment
The candidate must have the discipline in execution and follow up of campaigns to achieve desired results
Strong skills in online marketing, branding, social media marketing and copy writing are essential for the role

go to method of application »

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

Apply via :

October 29, 2024
Senior Wellness Officer

Job Summary:
The On-Site Wellness Officer will provide leadership for a comprehensive wellness program. The wellness Officer will coordinate, plans, and facilitate health and fitness activities and programs for employees.
Key Accountabilities and Duties

Leads a comprehensive wellness program.
Coordinates, plans, and facilitates health and fitness activities and programs for employees.
Coordinating wellness health screenings, physical exams, and other diagnostic tests for staff at Equity Bank.
Plans and implements classes, speakers, seminars, personal training, and fitness assessments that promote healthy lifestyles.
Develops promotion and publicity plans for wellness and fitness programs throughout the organization.
Compiles statistical summaries of participant data, class attendance, and equipment inventories to ensure proper detailed program evaluation.
Assists the Employee Relations lead in the development of budget, policies, and procedures relevant to the operation of the wellness program.
Provides educational presentations and training programs.

Qualifications

A bachelor’s degree in health education, psychology, counseling, social work, or a related field required.
Master’s degree will be an added advantage.
Three to five years of experience in wellness program development.
Proficient in the use of Microsoft Office Suite and Packages.
Excellent interpersonal skills
Possess the ability to build personal relationships with key stakeholders and have distinguished hands-on operational skills.

Apply via :

equitybank.taleo.net

October 29, 2024
Application Security Testing specialist

Job Purpose:
The role holder will be responsible for performing application, API, and overall vulnerability management for all Group applications. In addition, collaboration will be required with pre-deployment application testing team to ensure that issues are identified and remediated in a timely manner.
Key responsibilities

Perform application vulnerability assessments including regular scanning and penetration testing activities in terms of post deployment security testing on Web based, APIs, Mobile, Cloud application, Robotics, IOT etc
Performing cyber vulnerability assessment across the Enterprise and maintain vulnerability tracker.
Develop risk-based vulnerability assessment plan.
Conduct comprehensive post penetration test of web-based application, mobile application, network infrastructure, databases, ICT servers to assess the effectiveness of the cybersecurity framework implemented.
Maintaining proactive approach to cyber security risk and vulnerability assessment through market intelligence, continuous engagement with stakeholders to understand business dynamics.
Assessing threats and vulnerabilities regarding information assets and recommend appropriate security controls.
Identifying cyber threats, evaluating controls and make recommendations to improve internal controls and operational effectiveness and efficiency.
Monitoring the banks compliance to InfoSec security policies, standards, guidelines and procedures.
Engage stakeholders in the remediation of vulnerabilities identified by both internal and external parties.
Ensure that application security is an embedded and critical part of the software delivery lifecycle (including during the early stages of projects) regardless of delivery methodology and tool sets used (e.g., static code analysis).
Train and educate developers and teams in secure coding techniques including use of supporting toolsets and enable them to self-service.
Perform application vulnerability assessments including regular scanning and penetration testing activities in terms of post deployment security testing on Web based, Mobile, Cloud application, Robotics, IOT etc.
Perform secure code review across a variety of programming languages.
Develop functional security testing scripts and procedures and identify opportunities to automate security testing and processes.
Identify inherent vulnerabilities and information security risks within systems and applications.
Proactively follow up on vulnerability remediation for all assessments performed.

Qualifications

Knowledge and Experience

Bachelor’s degree in information technology, Information Security/Assurance, Engineering, or similar area of study
At least 2 years’ experience in vulnerability management and penetration testing (application and API testing).
Certifications such as CEH. Any other related certifications will be an added advantage.
Cloud experience will be an added advantage.
In-depth knowledge of security concepts such as cyber-attacks and techniques, threat vectors, risk management, incident management etc.
Expertise with industry standard frameworks (ISO, NIST, PCI)
Excellent communication and presentation skills, both verbal and in writing and an ability to build a network and to collaborate with various teams.

Key Critical Competencies

Good Analytical skills, Problem solving and Interpersonal skills.
Deep knowledge of Bank’s infrastructure, networks, and systems.
Proficient in preparation of reports, dashboards, and documentation.
Ability to handle high pressure situations with key stakeholders.

Apply via :

equitybank.taleo.net

October 29, 2024
Sports Coordinator

Job Purpose
The sports coordinator will be responsible for strengthening the coordination of sports activities across the bank to contribute to the health and wellness of staff by incorporating sporting activities that deliver health, social, and community benefits that are well-recognized. To initiate activities and programs that will ensure a healthy workforce and decrease the number of sick days claimed by employees as well as reduce stress levels and maintain the mind –body balance. The sports coordinator will help in organizing and consolidating staff efforts in having continuous sports and wellness activities across all the branches and regions throughout the year.
Key Accountabilities and Responsibilities

To promote, encourage, and develop Participation of staff in regional games/ family sports day and InterBank games.
To promote and develop the highest proficiency in sports participants across the regions.
To arrange and assist in conducting instructional matches for sports participants, coaches, officials, and other areas of interest to Equity Sports.
To promote major sports competitions and demonstrations.
Issue progress report for the regional athletes every month.
To assist the internal sports coordinators in the development and implementation of sport team goals and objectives by attending organizational meetings and consulting with the stakeholders.
Being available to sports team members and officials during the development and implementation of projects.
Work together with the internal sports coordinators to ensure that the activities and undertaking of the team are sound and reflect favorably on the Bank’s brand.
Ensure performance standards of the training meets the Bank’s expectations and are geared towards the team excelling in competitions.
Timely sourcing and delivery of sports kit and Equipment.
To ensure Monthly Budget management.
To create a database of well qualified players, instructional coaches, and officials.

Qualifications

Background in a sports management course.
Coaching certification.
A candidate who has been active in sports and coached several teams.
Excellent communication skills.
Self-initiative, Team player & Flexibility.

Apply via :

equitybank.taleo.net

October 29, 2024
Talent Acquisition Manager

Job Purpose
The Talent Acquisition Manager will be responsible for supporting the Talent Acquisition function of the Bank specifically with the focus on recruitments and talent acquisition initiatives for entry level and experienced hiring. The position will primarily be responsible for agile talent acquisition activities; identifying and engaging world-class candidates for our various vacancies and design thinking about talent search tactics and achieving the defined talent acquisition metrics. This will be achieved by creating effective sourcing strategies, building lasting relationships with potential candidates, providing exceptional candidate experience, and securing great talent in a very dynamic and competitive market.
Key Responsibilities

Utilize sourcing techniques to attract the highest quality of candidates and build a consistent candidate pool.
Establish effective recruitment strategies and identify creative recruiting methods to source the most qualified candidates and consistently improve quality of hires.
Determine applicant requirements by studying job descriptions and work with hiring managers to develop recruiting plans and co-development and update of job descriptions.
Build and maintain strong working relationships with hiring managers and interface with all levels of management to meet the talent requirements.
Obtain necessary pre-hire documentation from candidates including compensation history, reports confirmation of prior work experience, certification confirmation or other job specific required credentials to be considered for a position within the company.
Align the hiring process, beginning with screening applicants and interviewing potential hires, making recommendations, writing offer letters, conducting reference checks, and negotiating offers of employment.
Solicit feedback from hiring managers concerning “satisfaction level” and adjust staffing strategy according to the feedback to ensure continued customer satisfaction.
Assist with recruitment outreach and developing as well as building a diverse candidate pipeline and executing strategies.
Maintain appropriate records and recruitment documentation and other employment activities, decisions, and efforts in an organized and thorough fashion.
Manage content on the talent acquisition agenda and manage the LinkedIn recruiter tool as appropriate.
Co-design with the Communications department creative advertisements and any collateral for recruitments both internally and externally.
Responsible for recruitment analytics and reporting and providing overall talent acquisition status for the Group.

Qualifications

Bachelor’s Degree in a Business-related field and with a professional qualification in Human Resources.
At least 3-5 years’ prior recruitment experience within a high volume, fast paced and customer-focused work environment.
Exceptional problem solving, time management and organizational skills.
Ability to approach problems flexibly and demonstrate creativity in solving them.
Proven track record of driving process improvements and an insatiable desire to provide outstanding customer service.
Excellent written and verbal communication skills, ability to exercise tact, discretion, and the initiative to efficiently meet the demands of multiple internal and external customers.
Ability to work independently, execute multiple tasks simultaneously, and cut through ambiguity.
Unrivalled attention to detail and consistent delivery of the highest quality of work.
Use of Application Tracking Systems, candidate experience tools, recruitment systems e.g., Taleo or other recruiter tools like LinkedIn is necessary for the success in this role.

Apply via :

equitybank.taleo.net

October 29, 2024
Officer – Finserve Contact Centre

Role summary
The Officer will act as a liaison between the clients and Finserve. As a CX Agent, you will provide service information, answer questions, and resolve any emerging problems that our customers might face with accuracy and efficiency. You will escalate dificult situations to your supervisor to support resolution.
Additionally, Officers may be responsible for making outbound sales calls and information gathering surveys from time to time.
Specific responsibilities:

Receive and handle inbound phone calls, social media queries and service emails
Being the first point of contact for customers escalating any issues that cannot be solved by the knowledge base to the relevant persons and departments.
Building sustainable trust and relationship with customers with open and interactive communication.
Identifying and assess customer’s needs to achieve client satisfaction and retention.
Providing accurate information to customers by using the right language, methods, and tools.
Researching examples of good practice from elsewhere and use them to help continually improve our approach and achieve recognition as an organization that truly engages with its community on their journey.
Upsell and Cross sell Finserve’s products and services during inbound customer interactions.
Providing customers with Finserve’s service and product information through outbound sales activities which are attached to a revenue and business growth KPI.
Recording all customer interactions on the Customer Relationship Management (CRM) tool.
Routing inbound Switchboard calls to the appropriate Business Units.
Recognize, document, and escalate key customer experience concerns to the Service Manager.
Walking the extra mile to engage with our customers.
Other duties as may be assigned.

Desired Knowledge, Skills and Attributes:

Be enthusiastic, friendly, honest, passionate, calm, approachable and humble always.
Being an optimistic team player who displays a sense of belonging and ownership
Excellent interpersonal communication (both oral and written) skills and good knowledge of our national languages.
Empathy and good judgment: in a position to shape conversations through engagement and respond with understanding and positivity.
Dynamic: willing to respond and handle issues as they arise and should be able to deal with problems appropriately.
Strong negotiation, excellent conflict management, and problem-solving skills: able to convey sensitive issues and respond to customers concerns in a way that resolves the issue at hand to the customers’ satisfaction.
Proficiency in MS Office
Ability to multi-task, prioritize, and manage time effectively.
Understanding of data privacy and confidentiality
Reporting and analytical skills

Teamwork:

Participate in training.
Develop and maintain strong relationship with staff within the department and other Support teams.
Support and ensure delivery of best-in-class customer experience to new and existing Finserve’s customers.

Qualifications and Experience

Bachelor’s degree in social sciences/ Business/ Arts/Communication or any other related field from a recognized university or College.
Previous experience in a Contact Centre environment.
Flexible to workday and night shift hours (24/7).
Knowledge of sales and telemarketing is an added advantage.
Prior experience in Customer Service is an added advantage.
Is tech savvy and up to date on social and digital trends.
Instinctive recognition of up & cross sell opportunities

Apply via :

equitybank.taleo.net

October 29, 2024