Head of Business Support at DIB Bank Kenya Limited (DIBBKE)

Key Responsibilities

• Lead the creation, development and implementation of the product marketing and sales plans / strategies for Banks products for achieving the Banking strategy in a timely and effective manner
• Ensure the continued success of the full range of bank’s consumer Asset and Deposit products and services in terms of achievement of sales targets.
• Ensure the achievement of profitability objectives by ensuring product profitability performance is as per plans through identification and implementation of revenue generation and cost reduction opportunities
• Lead the development from conceptualization till launch of new products and services designed to deliver superior value for customers and profitability for the Bank while ensuring strict adherence to Sharia principles and guidelines.
• Monitor and manage the customer satisfaction with regard to products and ensure delivery of value-added products and services.
• Manage the creation and implementation of strategies to achieve higher levels of cross sell for greater share of wallet of the bank’s customer base.
• Planning, Organizing, Controlling, and managing Digital & alternate channels department.
• Development & ownership of the Bank’s digital & alternate channels in line with the Banks Strategy.
• Enhancing and developing internal process/procedures to achieve quick TAT executing customer’s requests and banking transactions.
• Overseeing digital & alternate Banking projects executions within timeframes and budgets.
• Ensure achieving customer service index (CSI) targets at all channels and within the department itself.
• Provide innovative solutions/facilitate the implementation of solutions to support branches/Tele-Sales/Direct Sales achieve their sales targets
• Maintain high rates of customer complaints successful closures and resolution of internal/external disputes
• Manage the development of effective communication channels, clear policies, and procedures with stakeholders
• Responsibility for the daily running and management of a contact center through the effective use of resources, with responsibility for meeting, setting, customer service targets and planning areas of improvement or development.
• Strategic management and development of the phone banking with the aim of becoming the customer’s preferred channel of interacting with the bank and most advanced call center in Kenya.
• Developing and communicating contact center policies across the channels to ensure consistency in contact center service performance in terms of quality and timeliness of communications.
• Maintaining an up-to-date knowledge of industry developments and involvement in or membership of networks.
• Developing a service culture that permeates every single job function at phone banking.
• Empowering staff and matching core competencies and capabilities with customer and business requirements.

Education:

•  Minimum Bachelor’s degree
• Master’s Degree in Business management /retail product management will be a plus

Training/Skills

• Knowledge of Performance Management Drivers,
• Local and/or International Market knowledge,
• Knowledge of Electronic Banking Services,
• Banking Operations,
• Products & Processes,
• project management skills.

Work Experience :

• Advanced Professional of Banking and products, Digital Banking, and product development practices with 10-12 years of work experience.

Competencies:

• Leadership,
• coaching & mentoring,
• communication skills,
• analytical and innovative thinking,
• planning, and organizing.