Fresh Jobs at Caritas MFB

Job Purpose

The incumbent will be responsible for championing the adoption, utilization, and growth of digital channels at the branch level while ensuring excellent customer and relationship management, regulatory compliance, and reduction of dormancy across digital channels. The role focuses on onboarding, training, supporting customers, and driving digital transaction growth in line with the bank’s digital transformation strategy

KEY RESPONSIBILITIES

• Onboard and support customers, agents, and merchants on all Digital Financial Services, including Mobile Banking, Internet Banking, Agency Banking, Lipa na Caritas, Caritas Pay Portal, ATM (Debit and Prepaid Cards), and Caritas Chama.
• Conduct customer, merchant, and agent training to promote adoption, usage,and self-service across all digital channels.
• Recruit, onboard, and monitor agents and Lipa na Caritas merchants to ensure compliance, operational efficiency, and sustained activity.
• Drive growth in digital channel registrations, active usage, merchant acquisition, and transaction volumes.
• Implement initiatives to reduce dormancy by reactivating inactive customers and promoting continuous use of digital platforms.
• Champion migration of transactions from branch counters to digital channels to improve efficiency and customer convenience.
• Provide first-level support for digital channel issues and escalate technical or operational matters as required.
• Train branch staff and support internal capacity building to ensure effective promotion and support of digital channels.
• Monitor performance of digital channels, agents, and merchants and provide regular performance reports to branch management and Head Office.
• Ensure compliance with internal policies and regulatory requirements relating to digital financial services, agency banking, and merchant payments.
• Prepare and submit accurate and timely regulatory and management reports as required.
• Promote customer retention through effective relationship management and excellent service delivery.
• Ensure all SLAs relating to different partners and channels are met.
• Support account acquisition and growth through digital onboarding initiatives.
• To perform any other duty as assigned in line with the organization goals and objective

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• Bachelor’s degree in business, Finance, ICT, or related field
• Minimum of 1–3 years’ experience in banking, digital channels, agency banking, or related role
• Knowledge of digital channels in banking setup and regulatory requirements is an added advantage
• Must be self-driven; possess excellent administrative, communication and
• interpersonal skills, strong organization, and negotiation skills.

go to method of application »

Reporting to the Head of Retail, the Branch Manager will be responsible for achievement of business targets and effective management of branch operations within regulatory framework and the Bank’s policies and risk guidelines.

KEY RESPONSIBILITIES

• Develop new business opportunities by proactively marketing for lending/deposit opportunities from current and prospective clients.
• Provide leadership in performance management, employee development, talent management and building a work environment that drives high performance and employee satisfaction.
• Entrench a risk aware culture and develop risk self-assessment capability to identify, evaluate, mitigate and monitor.
• Build and maintain relationship with customers to the mutual benefit of both the customer and the bank
• Maintain good quality loan book by ensuring arrears on normal and watch accounts are collected promptly
• Entrench measurable and meaningful customer service standards and practices
• Ensure Compliance with the Bank’s policy, control guidelines and procedures
• Manage and monitor budget for the branch
• Collect market information from competitor products and levels of service.
• Ensure that customer service standards are set and maintained in line with the requirements of each market segment.
• Ensure that customer complaints are monitored, trends and root causes identified and addressed at source to prevent recurrence
• Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channel.
• Ensure that opportunities to migrate customers to more appropriate, cost-effective channels are identified and actioned.
• Ensure efficient, customer-orientated switchboard and telephone procedures.
• Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice.
• Complete disclosure to the customers in terms of accreditation, service fees, and commission.
• Ensure that laid-down instructions are adhered to by all areas under control.
• Identify major risks affecting the support function and ensure the necessary steps are taken to measure, monitor and control these risks.
• Monitor internal controls to ensure their adequacy and effectiveness.
• Recommend revision of controls to Operations, where appropriate, to address new or previously uncontrolled risks.
• Develop micro market sales plans to achieve responsive sales budgets/targets for branch.
• Gain a sound understanding of the different local market segments in the branch’s area of operation.
• Manage the sales tracking system and provide coaching and feedback to the team.
• Coach the sales team on product knowledge and making the most of cross-selling opportunities.
• To perform any other duty as assigned in line with the organization goals and objective

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• University degree- Upper second class Honors
• Relevant professional qualification in banking – AKIB/ACIB
• 4 years’ experience in business development
• Comprehensive knowledge of bank’s laid-down policies and procedures relating to all areas under control.
• Knowledge of the Retail Banking value proposition.
• Knowledge and understanding of the Area sales and service strategies.
• Must be self-driven; possess excellent administrative, communication and interpersonalskills, strong organization, and negotiation skills.