Manager, Credit Disbursement at NCBA Group

Job Purpose Statement

Ensuring that high level standards of operations, controls, audit and compliance in loans booking and processing are maintained. Have oversight over the team processes to ensure smooth flow, responsiveness and accountability is always upheld.

Key Accountabilities (Duties and Responsibilities) Perspective Weighting (to add up to 100%) Output

Strategic & Departmental Objectives (60%)

• Receive and review instructions issued for Drawdown to ensure all parameters are well captured and the requisite approvals provided as per bank approved processes and limit Matrixes. Querying where clarification is required. 
• Ensure accurate processing of loan applications, loan transactions and subsequent authorization within the stipulated TAT.
• Ensure the accurate marking and authorization of all credit limits as per the approvals given by Credit Risk within the stipulated TAT.
• Ensure all loan or Instruction parameters and transactions are done accordingly and where any discrepancy is noted, its reviewed and addressed before finalisation to avoid bank losses and lapses.
• Review and authorize all financial and static data originated by inputters in relations to credit facilities amendments & loan instructions within the set authority matrices and as per provided approved & signed off parameters.
• Handling all loan booking queries raised by the various business units or stakeholders and ensuring they are reviewed to confirm and pick any issue or guide the stakeholders accordingly based in findings.
• Give support and guidance on product development to ensure loan requests thereafter are appropriately booked in the correct products once they have been developed.
• Ensure that all reversals of income and charges are accompanied by the necessary approvals and they are effected and authorized within the stipulated and agreed timelines.
• Review the loan reports of loans booked day before to ensure they sit okay and raise any exceptions noted for team to review eg Duplicated loans.
• Have visibility and oversee smooth flow of all processes, duties, queues managed by the team while ensuring BCP is not affected. Maintain fair distribution of duties at all times without some being overlooked. Assisting solve issues being faced by the team and escalating those that require further guidance.
• Review the queues/FMMs/CQ relating to self and team to ensure no unauthorized/unprocessed items are left.
• Daily review of the CRM/IBPS/CQ and ensure all issues assigned to self and team are closed within the stipulated TAT and escalation for items that need more time for closure to be done in a timely manner.
• Have oversight and manage the Operational Risk Self-Assessment (ORSA) to ensure a thorough check is done. Review and sample to ensure checks were done and ensure signatures are appended accordingly and all pending instructions eg external payments, corrections, ratifications, clarifications have been done. 
• Oversee the batching and filing of bank documents in a correct and timely manner.
• Oversee that items raised by the Credit Admin team/ICT/Business on unauthorised entries, Available Commitment, rates and loan status and any other areas are immediately reviewed, solved and feedback given.
• Oversee GL reconciliation and have the Memo/certificate signed off by the set deadlines.
• Reviewing and overseeing the testing of system or product solutions provided to ensure all sit well before deployment is done.
• Ensure accurate collection and authorization of all the stipulated revenues and charges related to loan transactions as per the bank’s tariffs and approvals.
• Oversee the daily Sundry acc recon by ensuring any outstanding items are thoroughly investigated and cleared.
• Daily RTGS report tick back that will confirm items sent out previous day were in order as well as confirm bank related charges were collected.
• Charged with ensuring any exceptions raised by Credit Admin or Business on loan rate, collateral, loan status, available commitment etc on processed loans are addressed and avert any future complaints or losses.
• Ensure Nil operational errors by self and team and controls placed to help avert or pick errors within the teams in order to prevent revenue loss and complaints. Proactive follow up to have prompt resolve or rectification of any delinquencies on facilities arising from internal errors.
• Ensure all cheque instructions are approved and sent to the respective branches while processing loan for printing and customer collection.  RTGS sent out same day with the exceptions past cut-off to be processed by 10am next day after loans are disbursed.
• Maintain high level standards in customer service through: customer confidentiality being upheld at all times and adhering to the prescribed customer SLAs to eliminate customer complaints.
• Continued support, training and mentoring of the team members to ensure all are aware of processes and procedures in place.
• Assisting in Streamlining Credit Operations T24 processes and controls through constant review of processes and procedures.
• Ensure documents/information are only released to the customer or their authorized agents.
• Ensure that all customer, loan & processing documents are kept in safe custody at the end of each day by self and team by having random checks.
• Maintain a tidy workstation & ensure customer confidentiality is maintained at all times by self and team.
• Oversee that filing and Archival are done within the stipulated timelines. Ensure that proper and up-to date filing and archival of all instructions and other credit operations related communications and processing documents used for posting is done regularly by team.
• Ensure self and team are up-to-date with the process flows and SLAs at all times and ensure full adherence. For areas where the process can be done in a better way, to ensure proposal is given for review. 
• Help the team achieve a Departmental Audit mark satisfactory audit rating.
• Identification and closure of revenue leakage streams.
• Contribute to the growth of the bank business by minimizing all bank expenses and collecting all revenue as per the bank tariffs stipulated in the loan processing documents.
• To assist in various projects and tests that require confirmation on system capabilities, and to raise any issues noted immediately for correction before being deployed.
• Assist with testing any new deployments by the ICT team that may affect the normal processes. To ensure tests carried out are thorough by testing all angles and fields normally used, so as to give prompt and sufficient feedback that will guide the ICT team while ensuring BAU/BCP is not affected.
• Support Processing Unit whenever required to ensure smooth processing of items.
• Any other duties or roles as assigned by management.
• Attend to any official duties as may be allocated from time to time in credit operations department.

Robust Risk & Control Environment (10%)

• Average Satisfactory Audit Ratings yearly with nil issues caused by self.
• Timely and accurate submissions of all eg Snap checks, RCSAs.

Enhanced Customer Experience (20%)

• Managing all customer complaints and queries by resolving or escalating all delinquencies on facilities arising from internal errors or system failures.
• Maintain high level standards in customer service through: customer confidentiality being upheld at all times and adhering to the prescribed customer SLAs to eliminate customer complaints.
• Ensure Department customer satisfaction index of above70% with nil issues noted about self.
• Ensure call abandon rate of self and team is <10%.

People & Culture (10%)

• To learn as much as possible from other members of the department to ensure proper service delivery
• Assist other members of staff to succeed in their endeavors by facilitating, monitoring and suggesting initiatives.
• Ensure that you achieve at least 40 hours of learning/training through E-learning, Internal & External training activities.
• Ensure leave planning and scheduling by team is in place and followed with minimal or no disruption of BAU/BCP.
• Ensure compliance with the leave policy on block leave and minimum carry-over of 5days.
• Ensure all NCBA core values are upheld at all times.

Ideal Job Specifications

• Academic:  Bachelor’s Degree
• Professional: Professional Banking Qualification (ACIB)
• Desired work experience:  4 Years

NCBA Bank Core Value Behaviors (Performance Drivers)

• Driven
• Open
• Trusted
• Responsive

Ideal Job competencies

• Technical Competencies
• Technology Skills
• Industry knowledge
• Analytical skills

Behavioral Competencies

• Ability to work in extreme conditions: Be able to work under extreme pressures and sometimes at extreme times given minimal supervision and compensation for the same.
• Personal Ethics: Must be honest, fair and just with self and others, and demonstrates integrity in work and business contacts.
• Communication Skills: Excellent written and verbal communication skills and presentation skills.
• Interpersonal Skills: Must be able to co-work with people of various temperaments without becoming negatively emotionally involved.
• Proactive: Must be pro-active, and able to initiate new methods of making work easier