Career Opportunities at SBM Bank

JOB PURPOSE

The Contact Center Officer is responsible for delivering exceptional customer service across all bank channels by handling inbound and outbound interactions, resolving customer queries, processing service requests within SLA, and supporting the bank’s digital transformation initiatives.

This role ensures customers receive accurate, timely, and professional support while upholding banking regulations, internal controls, and service excellence standards.

KEY RESPONSIBILITIES

Customer Interaction & Issue Resolution (40%)

• Handle inbound calls, emails, WhatsApp, social media, and live chat interactions within set SLAs.
• Provide accurate information on bank products, services, digital channels, card services, account onboarding, and transactional support.
• Log, track, and resolve customer inquiries using CRM and available ticketing systems.
• Escalate complex issues to relevant departments and ensure closure within defined TATs.
• Perform service recovery and delight customers through proactive follow-up.
• Ensure that all customer queries, enquiries, and complaints are resolved on a ‘One Stop Shop’ basis.
• Proactively manage all customer interactions and ensure that service levels are achieved.
• Maintain high level of product knowledge sufficient for issue resolution, retention, and customer education.
• To identify customer needs effectively and partake in cross-selling and upselling of products initiatives
• To help identify service gaps and give feedback on necessary corrective measures
• Effective time and stress management of self during shift.

Digital and Card Support (20%)

• Guide customers on mobile banking (Mfukoni), internet banking, USSD, dormancy reactivation, and digital onboarding processes.
• Assist with debit/credit/prepaid card activation, PIN issues, blocking/unblocking, and card-related disputes.
• Support digital adoption initiatives through actively representing customer feedback, highlighting trends, suggesting, and implementing improvements and feeding back to colleagues.

Operational Excellence and Service Quality (20%)

• Adhere to customer verification standards (KYC), data privacy regulations, and internal control procedures including laid down maker-checker processes.
• Meet and exceed targets on AHT, FCR, quality scores, adherence, and customer satisfaction.
• Maintain 100% accuracy when dealing with customer instructions involving financial transactions or sensitive information.

Outbound Engagements and Business Development Support (20%)

• Execute outbound campaigns as assigned.
• Identify customer needs effectively and partake in cross-selling and upselling of products initiatives.
• Tracking of generated sales leads and ensuring completion for an enriched customer relationship.
• Educate customers on new products, system upgrades, or scheduled maintenance.
• Collect VOC insights to support product enhancements.
• Log all interactions comprehensively in CRM and follow communication scripts as provided.
• Participate in daily stand-ups, calibration sessions, and coaching.
• Support UAT testing for new systems and features related to customer experience.

Knowledge; Skills and Experience required for this Role

• Bachelor’s degree in any discipline with a minimum of second-class honors upper division or equivalent
• Good Communication Skills (written and verbal)
• Minimum 1-2 years working within a contact center specifically in tele sales in banking is advantageous
• Proficiency in computer applications and data entry
• Excellent verbal and written communication skills
• Positive attitude, adaptability, and commitment to customer satisfaction.

Customers of this Position

• External Customers
• Internal Customers
• All departments of the bank

Competencies required for this Role

• Effective communication (verbal & written)
• High emotional intelligence and patience
• Situational awareness and fraud vigilance
• Problem-solving and analytical thinking
• Ability to work in fast-paced, high-pressure environments
• Teamwork, adaptability, and customer empathy.

Special Working Conditions

• Shift-based work, including weekends, holidays, and night shift
• High call volumes during peak periods (system upgrades, card transitions, downtimes)
• Must maintain confidentiality and always adhere to data protection requirements.

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Job Purpose:

The L&D Manager plays a pivotal role in enabling the bank to successfully transition into a more efficient, digital, customer‑centric, and future‑ready organization by ensuring that people’s capabilities evolve at the same pace as the transformation strategy.

The Learning & Development (L&D) Manager is responsible for driving capability development that enables the Bank to successfully transition through transformation, process reengineering, digitalization, and culture change. The role ensures employees at all levels acquire the skills, behaviours and mindsets required to operate effectively in a fast‑evolving banking landscape.

This position provides strategic leadership in assessing current and future capability gaps, designing learning interventions aligned to transformation priorities, and building a continuous learning culture that supports innovation, operational excellence, regulatory compliance, and customer‑centricity. The L&D Manager acts as a bridge between business strategy, people development, and change management, ensuring that the workforce remains agile, resilient and equipped to deliver on the Bank’s evolving vision.

Key Responsibilities:

Learning Strategy & Capability Development

• Develop and implement a bank‑wide Learning & Development strategy aligned to transformation priorities, regulatory requirements and business goals.
• Identify current and future capability gaps through skills audits, competency assessments and consultation with business units.
• Translate transformation and reengineering initiatives into relevant learning pathways and capability‑building programs.
• Develop and maintain the bank’s competency framework to reflect evolving roles, emerging skills and new technologies.

Design & Delivery of Learning Programs

• Design, deliver and evaluate blended learning solutions including learning, leadership development, digital skills training, product knowledge, service excellence and regulatory compliance programs.
• Develop change‑readiness programs that prepare staff for new processes, systems, structures, and culture shifts.
• Implement continuous learning initiatives such as coaching, mentoring, on‑the‑job learning, peer knowledge‑sharing and communities of practice.
• Curate high‑quality learning content using internal expertise and external partners.
• Ensure compliance with regulatory training requirements (e.g., AML/CFT, data protection, conduct risk, operational risk, credit risk and other banking‑related certifications).
• Establish strong quality assurance mechanisms for course design, facilitator standards and assessment practices.
• Maintain accurate learning records and report learning metrics to senior management.

Support for Transformation & Change Management

• Work closely with the Leadership to understand upcoming changes and ensure relevant learning interventions are delivered on time.
• Facilitate learning that supports process reengineering, including lean process methodologies, automation, digital adoption, and new workflow tools.
• Build employee agility, adaptability, collaboration, customer focus and innovation competencies.
• Monitor the impact of learning on transformation outcomes.

Vendor & Budget Management

• Identify, evaluate, and manage external training providers, consultants, and institutions.
• Negotiate contracts and ensure value for money in learning investments.
• Manage the L&D budget, monitor expenditure, and track ROI for learning initiatives.

Leadership Development & Culture Building

• Lead the design and rollout of leadership development programs for supervisors, managers, and executives.
• Support culture transformation by embedding learning practices into daily work routines.
• Promote a learning culture that encourages continuous development, curiosity and innovation.

Working Relationships:

Internal:

• Senior Leadership Team
• HR Business Partners
• Transformation Office
• Operations, Risk, Finance & Business Units

External:

• Training providers and consultants
• Educational institutions
• Regulatory bodies
• Professional associations

Academic Qualifications:

• Bachelor’s degree in human resources, Education, Organizational Development, Psychology, Business, or related field.
• Master’s degree is an added advantage.

Professional Certifications:

• Certification in Learning & Development, Talent Management, Instructional Design is preferred and IHRM Membership is mandatory.
• Certifications in project management, change management, digital transformation, or lean methodology are added advantages.

Experience:

• 7–10 years of progressive L&D experience ideally within the Banking or financial services sector.
• Demonstrated experience supporting organizational transformation, digital change, or reengineering initiatives.
• Experience designing and delivering blended learning, e-learning and leadership development.

 Qualifications, Skills & Experience:

Technical & Behavioural Skills

• Strong understanding of banking operations, regulatory requirements and risk management.
• Expertise in instructional design, competency frameworks, and adult learning principles.
• Excellent facilitation, communication and stakeholder‑management skills.
• Analytical skills to measure learning impact and ROI.
• Ability to lead changes, influence leaders and drive culture transformation.
• High adaptability, innovation mindset and problem‑solving skills.

Competencies required for this Role

• Leadership: Ability to inspire and lead teams toward achieving process excellence.
• Strategic Thinking: A strong business acumen to align process improvements with overall organizational goals.
• Innovation: Constantly seeking ways to innovate and improve existing processes.
• Collaboration: Working effectively with other departments and teams to achieve business goals.
• Analytical Skills: Ability to analyze data, identify trends and make informed decisions based on process performance.