PURPOSE
This role holder will be responsible for driving Efficiency, Customer Experience, Digital adoption, and operational rigor within the VRM. This is a strategic management role where the holder will be required to identify and implement initiatives and come up with ways to monitor/measure success to ensure realization of benefits arising from operational efficiency, service and digital uptake.
KEY ACCOUNTABILITIES (DUTIES & RESPONSIBILITIES)
Achieve the set accuracy targets for all customer instructions / applications -New to Bank and existing (Accounts, Loans, Cards and Mandate changes)
Undertake effective call backs for all KYC documentation received from customers as per the current TAT and in line with the existing standards
Through regular training / coaching, empower VRM Team and Branch teams with the pre-requisite knowledge and skills in customer experience, and operational rigor excellence in all aspects of processes undertaken (KYC, Compliance, Product requirements, Service etc)
Manage the application processing, issuance and authorization of DLS applications, credit cards
Scanning and tracking of processed customer instructions to the processing centre to ensure the set TAT is met.
Partner/collaborate with the Branch Operations Office / Manager to drive sales and revenue growth
In conjunction with the Virtual relationship managers’ drive customer win back initiatives e.g. reactivation of inactive accounts and account funding
Share knowledge, experience and best practice with all VRM Team members and staff in the branch.
Ensure staff have required tools and resources to deliver effective customer experience
Responsible for E2E VRM and branch customer complaints and queries resolution as per the complaints and queries procedure.
Ensure customer instructions are properly monitored and actioned within the SLA’s.
Identify thematic customer issues, root causes and in conjunction with the VRM/Digital/credit team come up with SMART actions to address the identified issues.
Continuously identify and support development and delivery of relevant training programs for VRM and Branch staff
Support the VRM on agreed strategies on Digital Loans Adoption across the various channels – working together with the Channels team
Together with VRM Mangers, create ownership of the VRM/branch performance targets. Agree and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.
Partner with the VRM and the branch teams in supporting the branch to achieve its customer retention objectives
Support VRM staff through seeking dispensations, Appeals, CRB Reports and any other support in product processing
In conjunction with the Manager/VRMs and Branch teams, build and develop a high performing and motivated staff team by creating a conducive work environment, teamwork and effective succession opportunities to ensure maximum productivity
Support in resource planning and providing regular feedback on performance
Provide leadership by constantly offering training and guidance on the colleague’s expectations. Adequate coaching and mentoring of Sales and branch staff.
Record Keeping-Fillings and archiving of departmental records-shared folder
Effectively support in managing, mobilizing and coordinating VRM Team resources (Equipment, safe environment etc.) to achieve the common goals
Person Specifications
Diploma/Higher Diploma holder. Undergraduate degree will be an added advantage.
At least 1 year working experience in a Sales/Retail Banking environment
Strong communication, presentation, and negotiation skills
Thorough understanding of the banking systems
Excellent comprehension of the Banks Policies, Processes and Procedures
Team player
Good analytical skills and ability to think outside the box.
Team player with excellent interpersonal skills
Good computer skills
Apply via :
imbank.bamboohr.com
