Jobs at Family Bank Ltd

Job Purpose:

• The Acquiring Manager is tasked with overseeing the acquisition process for new clients or customers. This involves developing and implementing strategies to identify potential clients, build relationships, and negotiate contracts to secure new business opportunities, with a focus on growing the acquiring business of the bank.

Key Responsibilities:

• Develop the Business Merchant Acquiring strategy for the Bank.
• Onboard new Merchants in line with the Bank's strategic Plan.
• Manage the end-to-end merchant lifecycle, including planning, execution, and delivery of digital solutions to enhance customer experience and revenue.
• Ensure pricing and contracts with Merchants adhere to Bank policy.
• Collaborate with Business and product managers to deliver optimal digital collection solutions.
• Build value-based relationships and provide product training to internal staff and customers.
• Optimize affiliate distribution through customer analysis and engagement, driving commercial and market initiatives.
• Develop products to enhance proposition and foster long-term profitable relationships.
• Pursue new opportunities and partnerships to improve the route to market, leveraging best practices.
• Execute and implement a compelling Merchant acquiring CVP, including developments and enhancements related to the overall acquiring business.
• Develop and execute plans to drive traffic, increase conversions, and optimize the overall online shopping experience.
• Conduct market analysis to identify competitive information on new developments in the market.
• Engage customers and propose digital solutions to enhance their business models.
• Design Merchant programs to enhance Family Bank brand equity.
• Drive horizontal expansion through outlet creation incentive programs.
• Ensure high customer satisfaction through engagement and surveys.
• Engage customers and propose digital solutions to enhance their business models
• Engage customers and propose digital solutions to enhance their business models.
• Design Merchant programs to enhance Family Bank brand Equity.
• Drive horizontal expansion through outlet creation incentive programs.
• Ensure high customer satisfaction through engagement and surveys.
• Partner with affiliate business heads and channel managers to grow acceptance points.
• Provide timely and accurate information on Merchant management activities.
• Embed digital collections in affiliate culture through regular engagements.
• Participate in group activities as required.
• Promote ethical standards and establish a culture of controls within the Merchant network.
• Manage risks associated with the Acquiring Business, including AML, KYC, credit risks, audits, and compliance.
• Implement a strong internal control system to minimize operational losses and franchise risk.
• Maintain relationships with key stakeholders and third-party relationships involved in Acquiring business.
• Strategically prioritize segments to achieve commercial viability of the Acquiring business.
• Lead strategic initiatives positioning Family Bank as the partner of choice for business payment needs.
• Implement a loyalty program for merchants and customers to increase product sales growth.

Key Competencies and Attributes

• Proven experience in card business management, preferably in a financial services or banking environment.
• Strong client focus, interpersonal skills, and ability to work effectively in cross-cultural teams.
• Excellent verbal and written communication skills.
• Knowledge of Banking operations, operational risk management, and service delivery.
• Distribution management and Channel Management experience is an added advantage.
• General knowledge of digital payments services.
• Understanding of Banking Act and CBK prudential guidelines.
• Excellent people management, team motivation, and leadership skills.
• Regional work capability.
• Strong relationship-building and negotiation skills.
• Good listening skills and ability to relate well in diverse social setups.
• Upholds high standards of professionalism, integrity, and respect.

Qualifications

• 3-5 years of product development and management experience.
• Working knowledge of card payments cycles, schemes, and Merchant acquiring business.
• At least 4 years’ experience in cash management, Ecosystem Banking, and transactional Banking.

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Job Purpose:

• The objective of this role is to drive the adoption of the bank’s digital solutions including but not limited to mobile banking among our customers and in the market. The role shall focus on driving the delivery and adoption of the bank’s digital solutions while ensuring they remain relevant and real answers to customers’ daily lifestyle needs. The outcome of the role shall be growth on the volume of transactions, deposits, virtual loans offerings uptake and revenues generated through adoption and usage of Digital solutions to assist in the development and execution of Family Bank mobile banking and strategy.

Key Responsibilities:

• Achieve revenue targets, profitability, and growth as per agreed budgets.
• Drive the adoption and usage of the bank’s mobile solutions. These include the full adoption and usage of the Bank Apps, Social, STK solutions as well as USSD solutions in their different segments for self-serve as well as on the bank’s channels and other usage options.
• Responsible for the Bank’s Digital P&L as well as Balance Sheet delivery. This shall include ensuring right pricing for the bank’s digital products, revenue leakage prevention as well as mobilizing the targeted deposits through the digital suit of solutions.
• Formulate and implement Business, Marketing and Promotional Strategies in line with overall Retail Banking business goals.
• Oversee the tracking and proper allocation of revenues to the unit.
• Manage the Unit’s costs, including Product, Channels and Digital Banking costs in-line with approved budgets.
• Manage Fee structures, NPL’s and minimize revenue leakage.
• Optimize Retail Business by lowering costs through automation and digitization of Retail Products, Processes and Services
• Define and deliver segment-led Product, Channel & Digital Banking Customer Value Propositions (CVPs) for all Retail Banking segments.
• Research, conceptualize, design, develop, test, pilot, launch, promote\market, improve and retire Retail Products, Channels and Digital solutions.
• Track envisaged Project benefits for New\revamped solutions to ensure benefits are realized as per Business Case.
• Run training interventions and workshops for Retail Sales teams and other relevant teams and stakeholders, to successfully ensure implementation of new solutions and sustained growth of existing solutions.
• Responsible for managing and implementing marketing activities through research, strategic planning and implementation.
• Monitor competition and emerging Product, Channels and Digital technologies, and develop strategies and tactics to reduce any threats to ongoing and future Retail business.
• Manage ecosystems of in-house support teams and external vendors and partners responsible for the success and good health of new and existing Products, Channels and Digital Banking solutions.
• Participate in customer surveys and achieve targeted metrics for both internal and external customer.
• Design, develop, improve, and implement customer engagement strategies, Products and Digital solutions that deliver great customer service and customer satisfaction.
• Manage and coordinate the Unit’s client engagement efforts across Retail Banking segments and ensure that individuals are clear on their contribution and expected outcomes.
• Inculcate a customer- centric team culture that focuses on efficient service delivery and excellent customer service.
• Monitor, identify and mitigate the Unit’s related risks in conjunction with supporting units such as Operations, Information Technology, Risk, Audit, Compliance etc.

The Person:

The ideal candidate must possess the following:

Qualifications:

• A bachelor’s degree in business administration, finance or related field from a recognized university, Professional qualifications will be an added advantage.
• Five (5) years hands-on Banking experience in a busy front and Back Office Operations function, IT or Business-related function.
• Experience of a minimum of 5 (Five) years in a Mobile business-related function, will be an added advantage.

Key Skills, Competencies and Attributes

• Thorough knowledge of CBK prudential guidelines and Data Protection Act.
• Experience in Account / Customer management.
• Ability to clearly communicate strategy, plans, and issues across the organization by developing business cases, presentations & stakeholder communications even with senior management.
• Strong analytic, logical reasoning, and problem solving, risk vs. reward skills.
• Interpersonal skills to create and maintain relevant business networks.
• Technical skills to effectively perform support activities/tasks for Card related roles in a manner that consistently achieves high quality standards or benchmarks.
• Analytical, processing and report writing skills specific to card business.
• Knowledge and effective application of all relevant banking policies, processes, procedures, and guidelines to consistently achieve required results in card business.
• Experience and understanding of Mobile/digital Channels technology and financials.
• Financial Experience in managing revenue, cost, profit management and digital reporting.
• Sharp business acumen including ability to assess risk and appropriate levels of return.
• Strong leadership capability, deliverance, objectivity, excellent interpersonal skills to nurture team members
• Good understanding of regulatory compliance and corporate governance in digital space.
• Ability to nurture effective relationship with local regulators as well as government bodies and officials.