Careers at Tower Sacco

JOB DESCRIPTION

• Responsible for acquisition of SACCO Assurance business within the assigned region/branch with the objective of selling SACCO Assurance products to both our customers and other suitable prospects through direct approach and referrals. This job therefore will assist in growing the overall SACCO’s profitability through Non-funded income generated from Insurance sales commission.

Duties

• Grow the SACCO Assurance book by bringing in new business as per the set targets.
• Collect market intelligence in regards to insurance products and relay the same to the relevant parties.
• Develop good working relationships with various departments, working closely with branch teams to generate insurance business and leads through their customers.
• Champion Insurance products and all relevant business processes and further carry out training at the branch level to sensitize branch staff on SACCO Assurance business.
• Suggest new/emerging products/marketing channels for products/service distribution.
• Ensure retention of all businesses within one’s portfolio.
• In conjunction with the Relationship Officer SACCO Assurance, conduct market research through constant market feedback, and periodically review of insurance products.
• Execution of day-to-day Insurance operations at branch/regional level which entails new business development and cross-selling of insurance products, claims administration and documentation.
• Management of customer’s premiums when they fall due and follow-up on insurance policy renewals to ensure desired business retention ratios are achieved through timely reminders and engagements with respective customers.
• Ensure all collaterals and assets that have the SACCO’s interest are properly and comprehensively insured and the SACCO’s interest properly noted.
• Ensure compliance with all regulatory and internal procedures in relation to SACCO Assurance business.
• Ensure compliance with the Data Protection laws, policies and procedures of the SACCO.
• Compliance with Anti-Money Laundering (AML), Combating the Financing of Terrorism (CFT) laws and ensuring KYC is carried out to all clients.
• Support assigned branches achieve SACCO Assurance targets and conduct regular performance reviews with the Branch Managers and Branch teams.
• Prepare periodic reports.
• Any other duty that may be assigned by the Relationship Officer–SACCO Assurance, Head of Operations or any other person in authority.

Background Requirements

• Excellent communication and presentation skills.
• Goal driven and result oriented.
• Good negotiation skills.
• Excellent customer care skills.
• Ability to develop and implement regional sales strategies.
• Attention to details.

Preferred Qualifications

Formal Qualifications

• A Bachelor’s degree in related field, Higher Diploma / Diploma in Insurance.
• Certificate of Proficiency (COP) in Insurance.
• Certification in either of the following; ACII, AIIK or progress towards the same will be an added advantage.
• KCSE C (Plain) with C (plain) in Mathematics and English.
• At least 3 years relevant experience in the same or related position.

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JOB DESCRIPTION

Reporting to the Registry Officer, the job holder will ensure that records management is a discipline which utilizes an administrative system to direct and control the creation, version control, distribution, filing, retention, storage and disposal of records, in a way that is administratively and legally sound, whilst at the same time serving the operational needs of the SACCO and preserving an adequate historical record.

Duties

• Ensure implementation of the records management guidelines, procedures, standards and policies.
• Reorganizing files and documents in view of maintaining the most efficient and effective document retrieval and accessibility.
• Preparing and maintaining records inventories both manual and electronic and keeping the inventory register up to date.
• Maintaining and creating clear, secure, accurate and reliable records.
• Managing files and their movements.
• Ensuring orderliness and security of the registry.
• Collaborating with branches in ensuring preservation of long-term, temporary and permanent electronic records including migration as necessary.
• Ensuring that all obsolete records are disposed or transferred in accordance with applicable disposition policies and procedures.
• Perform general registry duties such as sorting, preparing members’ circulars and notices for dispatch, and attending to registry-related enquiries.
• Ensure compliance with relevant legislation and regulations on confidentiality of data.
• Any other duty that may be assigned by the Registry Officer, Head of HR, C.E.O. or any authorized officer.

Background Requirements

• Strong management, negotiation and report writing skills.
• Computer literacy and familiarity with standard office computer applications.
• Excellent interpersonal and communication skills.
• Ability to work under pressure and meet deadlines.
• Excellent organizational skills.
• Results driven and customer focused.
• Possess strong analytical skills.

Preferred Qualifications

Formal Qualifications

• Diploma/Higher Diploma in Records Management or Business Information Management. A degree in a related field will be an added advantage.
• Demonstrable working knowledge of DMS or EDMS.
• Possess working knowledge of computerized office.
• KCSE (C Plain) with C (plain) in English.
• Minimum of three (3) years’ experience in record management in a reputable firm or financial institution shall suffice.

Person Specifications

• Be of exemplary integrity and honesty.
• Below 35 years of age.
• Must be a team player.
• Proficient and forward thinking.
• Analytical with a hands-on approach to monotonous tasks.
• Self-driven and results oriented.
• Demonstrate integrity and professional competence.
• Excellent organization skills.
• Good communication and interpersonal skills.

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JOB DESCRIPTION

The Systems Auditor is responsible for execution of internal audits covering all aspects of business process; assessing risks on information systems, business operations and evaluating internal controls to provide an independent appraisal of internal control environment across the Organization.

Duties

• In charge of the Information System audit function of the Internal Audit Department.
• Develop and implement the annual Information Systems audit plan in liaison with the Head of Internal Audit.
• Ensure that the SACCO develops and maintains sound Information System policies and procedures that minimize risks without compromising efficiency.
• Provide support to the Head of Internal Audit in coordinating the affairs of the Audit committee including providing information required for preparation of monthly and quarterly board reports.
• Assess the risks inherent in the SACCO’s information systems and recommend measures to mitigate them.
• Provide system special audits and investigations as and whenever required.
• Evaluate the compliance with internal information system policies, procedures and operating instructions.
• Perform audit follow up and tracking of open audit findings to ensure that audit findings are closed within the agreed timelines.
• Evaluate business continuity and disaster recovery including back up procedures, business continuity and disaster recovery plans, tests, sites, and usability.
• Evaluate and report on system infrastructure and life cycle management.
• Review system development, acquisition and maintenance.
• Recommend to the Head of Internal Audit revisions to audit procedures or improvements to enhance efficiencies.
• Participate in the execution of multiple audit projects to achieve the scope, timing, and objectives of each assignment while ensuring applicable regulatory guidance is included in the scope for assigned audits where applicable.
• Monitor the implementation & operation of defined controls and recommendations on an ongoing basis.
• Any other duty that may be assigned by the Head of Internal Audit, the CEO or any authorized officer.

Background Requirements

• Should have thorough knowledge of current auditing techniques and experience of the entire audit process.
• Should possess advanced Audit Command Language skills and/or other audit skills.
• Should have strong business and financial analytical skills.
• Should have excellent interpersonal, communication and presentation skills.
• Should have broad knowledge of information systems and operations in view of the internal audit objectives.
• Should be able to work independently, meet deadlines and obtain results.

Preferred Qualifications

Formal Qualifications

• Be a holder of a bachelor’s degree in Computer Science or IT related field.
• Should possess professional certification in Information Technology Audit, Risk or Security such as: Certified Information Systems Auditor (CISA) and/or Certified Information Security Manager (CISM), or Certified Information Systems Security Professional (CISSP) or Certified in Risk and Information Systems Control (CRISC) and Certified Public Accountant (CPA).
• Possession of other Cisco certifications such as CCNA and CCSP will be added advantage.
• Excellent understanding of auditing concepts and practices with a minimum of three year’s experience in a management role in information Technology and operations or Information Technology and operation audit.
• KCSE (C Plain) with C (plain) in English.

Person Specifications

• Be of exemplary integrity.
• Below 35 years of age.

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Responsible for providing the highest customer service by interacting with customers through telephone, emails or social media in order to respond to their inquiries and concerns, process their requests, and resolve their complaints. The officer will be expected to build sustainable relationships of trust through open and interactive communication.

Duties

• Build sustainable relationships of trust through open and interactive communication by going above and beyond with customer service ensuring that all queries/complaints are handled appropriately.
• Handle customer complaints, provide appropriate solutions and alternatives within the set time limits, follow up to ensure resolution.
• Maintain ownership of calls/emails throughout the lifecycle of a caller’s request including follow-ups with escalation team.
• Resolve product or service problems by clarifying the customer’s complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Use the opportunity to cross-sell all other products and services offered by the SACCO in order to maximize revenues while enhancing customer’s satisfaction levels.
• Guide the customers calling through troubleshooting, navigating the SACCO’s site or using the products and services.
• Manage various channels like social media networks (Facebook, Twitter, Instagram), website content in liaison with the Marketing department and service provider, email marketing in order to deliver a persuasive and cohesive marketing message to the audience.
• Design, build and timely respond to our social media presence.
• Collaborate with internal teams to create landing pages and optimize user experience.
• Keep record of customer interactions by maintaining a daily record of problem and remedial actions taken using the Call-Centre database.
• Meet qualitative targets and achieve all objectives for service delivery.
• Recommend improvements for systems and processes to boost organizational efficiency.
• Maintain an orderly work flow according to priorities.
• Maintain data integrity.
• Any other lawful duty as may be assigned by the Customer Relationship Manager, Head of Operations, or any other person in authority.

Background Requirements

• Exceptional fluency (speaking, reading, writing, understanding) in English and Swahili.
• Ability to multi-task.
• Strong time management and prioritization skills.
• Passionate and problem-solving skills.
• Outstanding work ethics.
• Active listening.
• Organized and cool-tempered professional.
• Flexible.
• Strong customer service skills.

Preferred Qualifications

Formal Qualifications

• K.C.S.E. C (Plain) with C (plain) in English.
• Bachelor’s Degree in Business/related field, Communications, Marketing, Advertising, Public Relations, Media Studies. A Diploma / Higher Diploma on the above areas will also be considered.
• Those proficient in using CRM systems will have an added advantage.
• At least 3 years’ experience working in customer service/call centre environment.

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The Research and Product Development Officer is responsible for overseeing and managing research and development activities within the organization. This will involve working in liaison with the marketing team to innovate, design and develop new products or improve the existing ones. The officer is expected to ensure that research projects align with the SACCO’s strategic goals, adhere to budgets and are timely delivered. The critical role will be to ensure the SACCO remains competitive in the industry delivering value through research and development efforts.

Duties

• Conduct regular market research and member needs assessments to identify new products, opportunities and areas for improvement.
• Analyze competitor products, pricing, and marketing strategies to inform SACCO product positioning.
• Collect and interpret data on market trends, member demographics, and economic indicators relevant to SACCO operations.
• Prepare detailed research reports and recommendations for management decision-making.
• Maintain a research database for continuous tracking of member behavior, preferences, and satisfaction levels.
• Design, develop, and pilot new financial products and services (savings, credit, investment, and digital solutions) that meet member needs and align with the SACCO’s strategic plan.
• Review and enhance existing products to ensure continued relevance and profitability.
• Coordinate product testing, implementation, and post-launch evaluations.
• Liaise with ICT, Credit and Operations departments to ensure smooth product rollout and integration.
• Ensure all new and existing products comply with regulatory requirements and internal policies.
• Work closely with the Marketing Department to develop marketing strategies for new and existing products.
• Support product campaigns with research-backed insights and performance tracking.
• Monitor and evaluate product performance against set targets and prepare periodic performance reports.
• Recommend strategies to improve product uptake and member engagement.
• Train SACCO staff, Business Development Officers and sales executives on new product features and benefits.
• Collect feedback from members and staff to continuously refine products.
• Build partnerships with relevant organizations and institutions for product development support, innovation, and benchmarking.
• Any other duties you may be assigned by the Head of Marketing, the CEO or any authorized officer.

Background Requirements

• Thorough knowledge of product development cycle.
• Possess analytical & technical skills.
• Possess creative and innovative mindset.
• Excellent written and verbal communication skills, including the ability to present information clearly and persuasively.
• Proficiency in research methodologies and tools, including statistical software and data visualization platforms.
• Should be able to work independently, meet deadlines and obtain results.

Preferred Qualifications

Formal Qualifications

• Bachelor’s degree in Marketing, Economics, Statistics, Development Studies, Business Administration, Cooperative Management, Finance, or a related field.
• A Postgraduate Diploma or Master’s Degree in Marketing, Research, Product Development, or Cooperative Management will be an added advantage.
• Certification in Market Research, Product Development, or Project Management is desirable.
• Membership in a relevant professional body (e.g. Marketing Society, Research Association, or Cooperative Management Institute) is an added advantage.
• Minimum of 4 years of demonstrated professional experience in market research, project management, development and/or monitoring and evaluation, product/business development, development, preferably in a SACCO or financial institution.
• KCSE (C Plain) with C (plain) in English and Mathematics.