We are seeking a highly motivated individual to fulfill the role of [Job Title], responsible for [key duty or function]. The ideal candidate will possess [required qualification or skill], along with [additional requirement], and demonstrate proficiency in [specific competency or tool]. This position requires the ability to [key responsibility], as well as strong [soft skill or attribute]. Additionally, the successful applicant will be expected to [another responsibility], ensuring [desired outcome or process]. Collaboration with [team or department] and adherence to [company policy or standard] are essential for success in this role.
This position is accountable for fostering efficiency, enhancing customer experience, advancing digital adoption, and upholding operational discipline within the VRM.
This position involves strategic leadership responsibilities, requiring the incumbent to develop and execute initiatives while establishing robust methods to track and assess outcomes. The role ensures the attainment of benefits derived from enhanced operational efficiency, service improvements, and digital transformation efforts.
To safeguard adherence to bank controls, policies, service standards, and procedures while ensuring precise processing of sales data within the specified timelines.
Oversee and execute critical duties related to the position, ensuring alignment with organizational goals and operational standards. Manage a diverse range of tasks, including strategic planning, team leadership, and cross-functional collaboration, to drive efficiency and productivity. Monitor project progress, assess performance metrics, and implement necessary adjustments to meet established targets. Facilitate communication between departments, stakeholders, and leadership to ensure cohesive workflows and transparent reporting. Uphold compliance with industry regulations and internal policies while fostering a culture of accountability and continuous improvement.
Internal Controls, Governance, Processes & Procedures: You will be responsible for establishing, maintaining, and enhancing a robust framework of internal controls, governance structures, processes, and procedures to ensure compliance with regulatory requirements, mitigate risks, and optimize operational efficiency. This role involves developing and implementing policies and frameworks that align with organizational objectives, conducting regular reviews to assess effectiveness, and identifying opportunities for improvement. Additionally, you will collaborate with cross-functional teams to ensure seamless integration of controls and procedures across departments, while providing guidance on best practices and regulatory changes.
Ensure all customer instructions and applications—whether for new or existing accounts, loans, cards, or mandate changes—are processed with the required accuracy targets consistently met.
Perform timely follow-up calls to verify receipt and completeness of all customer-submitted KYC documentation, ensuring adherence to established turnaround timeframes and compliance with existing standards.
Facilitate ongoing training and coaching initiatives to equip the VRM Team and Branch teams with essential expertise in customer experience, ensuring adherence to operational rigor and excellence across all processes—including KYC, Compliance, product requirements, and service delivery.
Oversee the entire lifecycle of loan and credit card applications, from initial processing and review to final issuance and authorization, ensuring compliance with established policies and regulatory standards.
The team member will be responsible for monitoring and documenting processed customer instructions forwarded to the processing center to verify adherence to the established turnaround time (TAT).
Collaborate closely with the VRM Manager to strategically enhance sales performance and revenue generation.
In collaboration with Virtual Relationship Managers, you will spearhead customer win-back initiatives, including reactivating inactive accounts and enhancing account funding strategies.
Investigate and report all risk events and control failures, ensuring root causes are identified and addressed to prevent recurrence.
Deliver outstanding customer service by promptly addressing inquiries, resolving issues, and ensuring client satisfaction through proactive communication and personalized support. Maintain a deep understanding of the company’s offerings to provide accurate and helpful guidance, fostering long-term customer loyalty. Collaborate with cross-functional teams to enhance service quality and implement feedback-driven improvements. Prioritize efficiency without compromising attention to detail, ensuring each interaction leaves a positive and lasting impression.
Disseminate expertise, insights, and proven strategies to enhance the collective knowledge of the entire VRM Team.
Ensure the timely submission of all mandatory reports, including daily and monthly workflow documentation, as well as RTS reports.
Provide staff with the necessary tools and resources to consistently deliver an outstanding customer experience.
Handles end-to-end management of customer complaints and inquiries within the VRM framework, ensuring resolution is achieved in accordance with established procedures.
Monitor customer instructions diligently to ensure their accurate and timely execution in accordance with the established Service Level Agreements (SLAs).
Analyze thematic customer issues and their underlying causes, then collaborate with the VRM, Products, and Credit teams to develop SMART (Specific, Measurable, Achievable, Relevant, Time-bound) action plans for resolution.
Ensure a seamless and thorough handover is completed prior to taking leave, whether it is planned leave, an extended break, or a rotational assignment.
Strict enforcement of system access rights and recertification protocols is essential to maintain compliance and security standards.
Ensure the precise execution of customer instructions while maintaining absolute integrity in commission payments to prevent any instances of fraud.
Consistently develop and deliver pertinent training programs for VRM, ensuring ongoing identification of needs and support for implementation.
Accomplishing the Business Growth Time split involves dedicating focused efforts toward key objectives. This position requires overseeing strategic initiatives to drive expansion, including analyzing market trends, optimizing customer acquisition, and enhancing revenue streams. The role entails collaborating with cross-functional teams, setting measurable targets, and evaluating performance metrics to ensure sustainable growth. Candidates should possess strong analytical skills, leadership capabilities, and experience in business development to effectively execute these responsibilities.
Collaborate closely with the Channels team to advance the VRM’s agreed-upon product strategies through comprehensive adoption across all relevant channels.
Collaborate with VRM Managers to establish clear accountability for VRM performance targets, ensuring alignment with the Bank’s strategic pillars—Growth, Transformation, and Returns.
Collaborate closely with the VRM and branch personnel to assist in reaching the branch’s customer retention goals.
Provide assistance to VRM staff by facilitating dispensations, appeals, CRB reports, and any other necessary support throughout the product processing workflow.
Capacity Building & People Management: Fostering team growth and optimizing workforce potential through strategic development initiatives and effective leadership practices.
Collaborating with the Manager/VRMs and Branch teams, you will cultivate a high-performing and motivated staff team by establishing a supportive work environment, fostering teamwork, and implementing effective succession planning to drive maximum productivity.
Assist with resource allocation and deliver consistent performance evaluations.
Demonstrate leadership by consistently delivering training and mentorship to align colleagues with established expectations.
The Sales team will receive effective coaching and mentoring to drive performance and development.
Maintaining departmental records involves organizing, filing, and archiving documents within a shared folder to ensure proper documentation and accessibility.
Efficiently facilitate the management, mobilization, and coordination of VRM Team resources, including equipment and safety protocols, to fulfill shared objectives effectively.
Oversee the administration of the Compliance team’s leave schedules to ensure proper coverage and adherence to organizational policies.
Academic Qualifications:
Applicants must possess a Bachelor’s degree in a relevant field, such as Education, Psychology, or a related discipline. A Master’s degree or higher is preferred for advanced roles. Candidates should demonstrate a strong academic record and, where applicable, relevant certifications or specialized training. Field experience or research contributions may also be advantageous for certain positions.
A university degree in Law, Business Administration, or a related discipline is highly desirable, with a strong preference for post-graduate qualifications emphasizing compliance and risk management.
With a minimum of three years of relevant professional experience in banking operations, with a primary focus on controls—particularly compliance—you will bring a strong foundation to this role.
Required Skills and Qualifications: Proven expertise in relevant technical and functional domains, with a strong ability to analyze complex problems and implement effective solutions. Demonstrated proficiency in project management, ensuring timely delivery and adherence to budget constraints. Excellent communication skills to collaborate with cross-functional teams and stakeholders, fostering clear and concise information exchange. Adept at strategic planning and execution, with a keen eye for identifying growth opportunities and mitigating risks. A commitment to continuous learning and professional development to stay current with industry trends and best practices.
Experienced in utilizing analytics and technological solutions to effectively manage compliance risks.
Strong analytical abilities are essential for evaluating intricate issues and devising effective solutions.
Skilled in conveying ideas clearly and persuasively through both written and spoken communication, adept at engaging diverse audiences across organizational levels.
Proven capability to cultivate and maintain influential partnerships with key senior leaders across business units and functional areas, driving transformational change through strategic collaboration.
Results-driven professional with a strong commitment to deliverables, exceptional organizational skills, and the capacity to effectively manage numerous high-priority tasks simultaneously.
Highly self-motivated with a strong aptitude for organization and meticulous attention to detail.
Qualifications
BA/BSc/HND
Experience Required
3 years
