Job Purpose:
This position is accountable for advancing efficiency, enhancing customer experience, accelerating digital adoption, and reinforcing operational rigor throughout the VRM.
As a strategic management position, this role demands the ability to identify and execute initiatives while developing robust monitoring and measurement frameworks to track success. The objective is to ensure the realization of advantages stemming from enhanced operational efficiency, improved service delivery, and accelerated digital adoption.
Ensure adherence to all bank-imposed controls, policies, service standards, and procedures while verifying the accuracy of sales data processing and its timely completion within established deadlines.
Oversee and execute essential duties within this role, including the management of daily operations to ensure efficiency and productivity. Develop and implement strategic plans that align with organizational objectives, while maintaining a focus on continuous improvement. Collaborate with cross-functional teams to foster innovation and drive project completion. Monitor performance metrics to identify areas for enhancement and implement corrective actions as needed. Provide leadership and guidance to team members to cultivate a high-performing and motivated workforce. Represent the organization in external engagements, building strong relationships with stakeholders and partners. Ensure compliance with industry regulations and internal policies to uphold organizational integrity.
You will be responsible for establishing, evaluating, and enhancing internal controls, governance frameworks, processes, and procedures to ensure operational efficiency, compliance with regulatory requirements, and alignment with organizational objectives. This role involves identifying risks, implementing corrective actions, and maintaining documentation to support audit readiness and transparency across business functions. Additionally, you will collaborate with leadership and cross-functional teams to strengthen governance structures, streamline workflows, and foster a culture of accountability and continuous improvement.
To ensure adherence to established accuracy benchmarks, meticulously process all customer instructions and applications—whether they involve new or existing accounts, loans, cards, or mandate modifications.
Perform timely follow-ups on all KYC documentation submitted by customers, adhering to the established turnaround times and maintaining compliance with existing procedural standards.
To consistently elevate the performance of the VRM and Branch teams, provide ongoing training and coaching that equips them with essential expertise in customer experience and operational excellence, ensuring strict adherence to key processes such as KYC, compliance, product requirements, and service delivery.
Oversee the entire lifecycle of loan applications and credit card processing, from initial submission through to final issuance and authorization.
The processing center receives and monitors customer instructions to confirm adherence to established turnaround time (TAT) standards.
Collaborate closely with the VRM Manager to propel sales performance and revenue expansion.
In collaboration with Virtual Relationship Managers, the role involves spearheading customer win-back initiatives, such as reactivating dormant accounts and enhancing account funding.
Ensure that all risk events and control failures are promptly reported, thoroughly investigated, and resolved by addressing root causes preventing recurrence.
Deliver outstanding customer experiences by promptly addressing inquiries, resolving issues efficiently, and ensuring high levels of satisfaction through proactive support and clear communication. Maintain a deep understanding of customer needs to anticipate challenges and provide tailored solutions, fostering long-term relationships and brand loyalty. Consistently measure and analyze feedback to refine service strategies and elevate overall customer engagement.
Disseminate insights, expertise, and industry best practices to every member of the VRM Team to foster collective growth and alignment.
Prepare and deliver all mandatory reports punctually, including daily workflow, monthly workflow, and RTS reports.
Provide staff with all necessary tools and resources to facilitate the delivery of exceptional customer experiences.
Responsible for managing end-to-end Virtual Relationship Management (VRM) customer complaints and inquiries, ensuring resolution is achieved in accordance with established procedures.
Ensure that all customer instructions are accurately tracked and executed in adherence to the specified Service Level Agreements (SLAs).
Analyze thematic customer issues to determine their root causes, then collaborate with the VRM, Products, and credit teams to develop and implement SMART actions aimed at resolving these issues effectively.
Ensure a seamless and successful transition of responsibilities prior to taking leave, whether for a scheduled day off or during a rotational assignment.
Maintain strict compliance with system access rights and recertification procedures to uphold security standards.
Ensure the precise and accurate processing of customer instructions while maintaining zero tolerance for fraudulent commission payments.
Consistently seek out and facilitate the creation and implementation of pertinent training programs for VRM.
With a designated allocation of time, this role is focused on driving business expansion. Key responsibilities include identifying and pursuing new market opportunities, developing strategic initiatives to enhance revenue streams, and fostering relationships with potential clients or partners. The position requires a proactive approach to analyzing market trends, assessing competitive landscapes, and aligning growth strategies with organizational objectives. Additionally, the individual will collaborate cross-functionally to implement initiatives that support scalable and sustainable business development.
Collaborate with the Channels team to execute agreed-upon strategies for all products across diverse channels, ensuring seamless adoption and alignment with established objectives.
In collaboration with VRM Managers, establish ownership of the VRM performance targets and ensure alignment with the bank’s strategic pillars—Growth, Transformation, and Returns.
Collaborate closely with the VRM and branch teams to drive the branch toward accomplishing its customer retention goals.
Assist VRM staff by facilitating dispensations, appeals, CRB reports, and additional support required for product processing.
Capacity Building & People Management: Develop and implement strategies to enhance team capabilities, ensuring alignment with organizational objectives. Oversee recruitment, onboarding, and performance management processes to attract, retain, and nurture top talent. Foster a culture of continuous learning and professional growth through targeted training initiatives and mentorship programs. Collaborate with leadership to design role-specific development plans that support employee engagement and career progression. Monitor workforce metrics to identify skill gaps and implement solutions that drive productivity and retention.
Working closely with the Manager/VRMs and Branch teams, the role involves cultivating a high-performing and motivated staff team by fostering a supportive work environment, promoting collaboration, and establishing effective succession opportunities to drive maximum productivity.
Assist with resource allocation and deliver consistent performance evaluations to ensure optimal utilization and continuous improvement.
Offer ongoing leadership through regular training sessions and mentorship to ensure colleagues fully understand and meet established expectations.
Providing effective coaching and mentoring to the sales team is essential.
Maintains accurate and organized record keeping by filling and archiving departmental records in the shared folder.
With a focus on operational excellence, collaborate closely with the VRM Team to strategically allocate and mobilize resources, including equipment and safety protocols, ensuring alignment with overarching objectives.
Oversee the administration of team leave for the Compliance department, ensuring accurate tracking and adherence to company leave policies while maintaining team productivity and coverage.
Academic Qualifications:
A bachelor’s degree in a relevant field, such as education, child development, or a related discipline, is required. A master’s degree or higher in early childhood education or a comparable specialization is strongly preferred. Candidates must possess a valid teaching certification or an equivalent credential, along with specialized training in curriculum development, assessment methodologies, and instructional strategies for young learners. Prior experience in teacher training or mentorship roles is advantageous.
A university degree in Law, Business Administration, or a related discipline is required, with a preference for post-graduate studies emphasizing compliance and risk management.
Minimum qualifications include at least three years of relevant professional experience in banking operations, with a primary focus on control functions, particularly compliance.
Required Competencies:
The ideal candidate will possess a Bachelor’s degree in a relevant field, such as Computer Science, Engineering, or Data Analysis, and demonstrate proficiency in programming languages like Python, Java, or SQL. A minimum of 3–5 years of professional experience in software development, data engineering, or a related field is expected, along with experience with cloud platforms such as AWS or Azure. Strong problem-solving skills, analytical thinking, and the ability to collaborate effectively in a team environment are essential. Familiarity with DevOps practices, CI/CD pipelines, and Agile methodologies will be advantageous. Excellent communication skills, both written and verbal, are required to convey technical concepts to diverse audiences.
Demonstrates a strong track record of utilizing analytics and technological tools to effectively identify, assess, and mitigate compliance risks.
Strong analytical abilities are necessary to effectively assess and resolve intricate issues.
Skilled in articulating ideas clearly and persuasively in both written and spoken formats, capable of engaging effectively with stakeholders at every organizational level.
Proven capability to cultivate robust partnerships and collaborate effectively with senior business and function leaders, driving impactful change initiatives.
Demonstrates a strong commitment to achieving measurable results, maintains exceptional organizational skills, and excels in balancing competing priorities under tight deadlines.
Highly proactive, meticulously organized, and detail-focused professional with a strong ability to work independently and manage tasks efficiently.
Qualifications
BA/BSc/HND
Experience Required
3 years
