Reports to: Chief Executive Officer
JOB PURPOSE STATEMENT
Oversees the delivery of services to the clients or customers. He/She establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes.
KEY MEASURABLE GOALS
New Business Development; – Support new business development and change initiatives act as Subject Matter Expert for Banking Operation functions. (30%)
Cost and Efficiency; – ensure delivery processes are efficient and cost effective. (10%)
Customer Satisfaction;- constantly assess customer feedback and make necessary improvements.(20%)
Processes and Procedures; – to establish or refine service delivery processes for Century Microfinance Bank (20%)
Strategy and policy; help to come up with new strategy for Products, sales and Marketing. 10%
Risk & Compliance; – Ensure awareness operational risk and its mitigation. (10%)
KEY RESPONSIBILITIES
Support new business development and change initiatives in;
Growing the customer numbers
Growth of Loan book
Growth of deposits
Maintaining a high quality portfolio
Establishing and maintaining relationships with corporate customers and SME’s
Marketing
Development of new products and services for the bank
Strategy & Policy
Analyze current market and industry trends and develop overall strategy for branches in liaison with the GMB
Formulate and Implement policies and practices that are competitive and aligned to the bank’s growth strategies in consultation with the GMB
Plan and direct the branch network activities to achieve short term and long term set financial performance standards.
Business Acquisition
Oversee the branch network growth in business
Implement strategies on penetration of business segments, markets and sectors.
Ensure growth of liabilities and assets (both in terms of volume and quality) business including transactional, alternate and direct banking business.
Offer advice on product development and ensure alignment of products to customer needs and expectations.
Support Business Standard implementation for Banking Operation functions.
Provide insights into Business reengineering initiatives and ensure that these are deployed across markets in close partnership with ICT and service delivery teams
Implement Business Service Delivery strategy in cost and efficiency manners.
Establish Business Service Delivery operating model for Customer Due Diligence ,engaging with Businesses and Functions to ensure consistent delivery of a cost effective Service Delivery Banking Operations proposition which meets customer needs
Support Banking Operations leadership to build a strong commercial and customer centric culture
Support developing strong business service competencies and capabilities.
Risk & Compliance
Maintain internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring
Ensure awareness operational risk and its mitigation
PERSON SPECIFICATION
Education Bachelor’s degree in Business related field
Knowledge and Skills Should be aware of retail banking processes, regulatory policies & customer interaction exposure. Proven knowledge in operations and project management with good knowledge of customer account opening and maintenance
Experience At least 4 years’ experience in a bank or financial institution
Personal Attributes
Must be able to work independently with good interpersonal and project management skills.
A matured self-starter, self-motivated, meticulous and committed individual.
Attention to detail
High level of accuracy with the ability to work with fixed deadlines
Physical demands
Visits to branches and other business units.
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