Fresh Jobs at I&M Bank

Job Summary

• The Assistant Relationship Manager (ARM) works  with allocated  Relationship Managers (RMs) to originate, structure and service Mid-SME customers & portfolio. The ARM jointly with RM carries the credit preparation, documentation, portfolio monitoring and customer service load of the paired portfolio. The role is also a  primary development pipeline for future Relationship Managers.

Key Responsibilities:

Business Origination and Growth

• Support the paired RM in meeting targets for customer acquisition, deposits, asset growth, fee income and cross-sell.
• Prospect and qualify leads from branches, referrals, ecosystems and the Bank’s partnerships, and maintain an accurate pipeline.
• Prepare customer meeting packs, proposals and pricing for RM review.
• Identify cross-sell opportunities across trade finance, treasury, insurance, cash management and digital channels.

Credit Preparation and Portfolio Management

• Gather financial statements, KYC and security documents, and prepare credit applications and appraisal memos for RM review, to the Bank’s credit standards.
• Analyse customer financials, including cash flow, DSCR and gearing, and highlight key risks and mitigants.
• Track facility conditions, covenant compliance, renewals, reviews and security perfection on the paired portfolio.
• Monitor account conduct, arrears and early-warning triggers daily, and follow up with customers promptly.
• Support recovery and restructuring actions on stressed accounts with the RM and Credit.

Customer Service and Operations

• Serve as the day-to-day contact for customers on queries, disbursement, documentation and account maintenance.
• Coordinate with Credit, Operations, Legal and Trade teams to meet agreed SLAs.
• Resolve customer complaints and escalate unresolved issues to the RM and Cluster Manager.

Branch Collaboration

• Work with Branch Managers and Relationship Officers to convert branch referrals into Mid-SME business.
• Provide guidance to branch teams on Mid-SME product requirements and documentation.

Governance and Compliance

• Comply with credit policy, KYC/AML, operational risk and data protection requirements.
• Keep CRM, pipeline and portfolio records accurate and up to date.
• Submit timely activity and performance reports to the RM and Cluster Manager.
• Perform any other duties assigned by the Cluster Manager.

Requirements

Academic & Professional Qualifications 

• Bachelor’s degree in a business-related field.
• Progress towards a professional qualification (CPA, ACIB or similar) is an added advantage.

Work experience

• At least 3 years’ banking experience, including at least 2 years in credit, SME or commercial banking.
• Demonstrated ability in credit analysis and preparation of credit memos.

Key Competencies and Skills

• Strong financial analysis and credit judgement.
• Attention to detail, with accurate and timely documentation.
• Good communication and customer service skills.
• Planning and organising skills, with the ability to manage multiple deadlines.
• Teamwork, and willingness to learn from and support the paired RM.
• Initiative and ownership of assigned accounts.

Last date to apply  30 Oct 2026

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Job Purpose:

• Contact Centre is the Bank’s point of contact for handling Inbound and Outbound Calls, Emails and Social Media engagements.
• The purpose of this role is to provide 24/7 Banking support to our customers on Voice, Email and Social Media with an objective of ensuring all Queries, Requests and Complaints are handled in a timely manner and in line with the I&M Service Standards resulting in market leading service experiences for all customers interacting with the Bank.

Roles & Responsibilities

Key Responsibilities:

• Inbound Calls handling - 24-7 customer support for Queries, Requests and Complaints channelled through Voice within the defined timelines and in line with the I&M Bank Standards.
• Social Media Handling – 24-7 customer support for Queries, Requests and Complaints channelled through the I&M Social Media pages i.e., WhatsApp, Facebook, Twitter, YouTube, Instagram, and LinkedIn within the defined timelines and in line with the I&M Bank Standards.
• Social Media Campaign Support – Responding to all engagements arising from the various I&M Digital campaigns within the defined timelines and in line with the I&M Service standards.
• Email Handling - Responding to customer emails received from internal stakeholders and public mailboxes within stipulated Turnaround time and in line with I&M Service standards.
• Telemarketing and Outbound Campaigns - Handling Telemarketing assignments to create awareness on Bank Offerings and Outbound Campaigns such as Care Calling, Customer Onboarding and Customer Feedback Collection. 
• Digital Channel Support – Support customers with any queries, requests, or complaints on the Bank’s Digital Banking channels i.e., Card and Online Banking (Mobile and Internet Banking) thus driving uptake, usage and digital channel satisfaction.
• Reporting and escalating any emerging trends or Customer Feedback emanating from our telephone, social media handles and e-mail engagements.

Key Performance Measures:

• Dropped Contact ratio.
• Service Level Score.
• Mystery Shopping Score.
• Customer Satisfaction Score.
• Quality Assurance Score.
• Social Media and Email Handle Time.

Academic Qualifications:

• Business related degree holder from a recognized University (Min – 2nd class upper or equivalent).

Professional Qualifications:

• Banking qualifications desirable.

Work Experience:

• One-year continuous working at officer level in a customer service setting preferably in a financial institution with familiarity to the Contact Centre operations.
• Experience in Contact Centre or banking industry.

Skills and Competencies:

• Customer Centric.
• Excellent written and oral communication skills.
• Strong collaboration skills.
• Analytical and problem-solving skills
• Good interpersonal and rapport building skills. 
• Strong time management and organizational skills.
• Risk Intelligence.
• Self-driven, autonomous and result oriented individual.
• Flexible and adaptable working approach,
• Emotional Intelligent.
• Ability to work independently, with minimal supervision.

Last date to apply  30 Oct 2026

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Job Description

• The role holder is responsible for providing independent assurance on the governance, risk management, and control (GRC) processes related to information technology, including general and application controls, data integrity, confidentiality, availability, and system security.

Roles & Responsibilities

• Participate and contribute to assessment of risk for target audit areas within the IS space as guided by the Manager, IS Audit.
• Formulate engagement audit plans, prepare planning documents and ensure alignment of objectives, scope, methodology, and IT risk considerations in collaboration with the Manager, Information Systems Audit.
• Develop engagement audit tests.
• Execute audit procedures in alignment with IS audit objectives to ensure effectiveness and efficiency in assessing the design and operating effectiveness of controls.
• Document complete and accurate audit evidence and working papers to support audit conclusions and recommendations.
• Identify and document control weaknesses and associated risks for inclusion in audit reports, ensuring appropriate escalation to relevant stakeholders.
• Lead assigned IS audit engagements, ensuring timely execution of audit procedures, monitoring progress against the approved plan, and identifying opportunities to enhance processes and strengthen controls.
• Continuously evaluate audit objectives, test procedures, and risk coverage to ensure comprehensive coverage of the technology environment.
• Engage with audit clients to validate root causes and ensure proposed management actions are appropriate and actionable.
• Support special audits involving Information systems as assigned.
• Review the governance, risk management, and control environment across IT development projects, DevOps practices, and software engineering workflows, including SDLC processes, CI/CD pipelines, environment management, and agile delivery models.

Job Specifications

Academic & Professional Qualifications:

• Bachelor’s in Information Systems / Computer Science / IT / Business-related field, or equivalent. 
• Certified Information Systems Auditor (CISA) – required.
• One (1) of: CISM/ CRISC/ CGEIT /CIA /ISO/IEC 27001 Lead Auditor or Implementer/ CISSP/ CIAQA / CCNA/ CPA /CEH / CHFI (added advantage).
• Membership Affiliations: Information Systems Audit and Control Association (ISACA).

Work Experience Required:

• Over five (5) years in a similar role in a similar-sized organization.

Competencies:

• High standards of ethics and integrity
• Sound judgment for risk-based audit planning, scoping, and prioritization
• Strong commercial awareness to align audit outcomes with business objectives.
•  Banking Knowledge
• Comprehensive risk knowledge across IT and operational domains
• Experience in reviewing DevOps and IT engineering processes, including CI/CD pipelines and agile practices.

Last date to apply  2 Nov 2026

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Job Description

• To coordinate the implementation, monitoring and continuous improvement of the Bank's Business Continuity Management Programme in support of operational resilience, regulatory compliance and preparedness for disruptive events.
• The role executes and coordinates Business Impact Analyses, Business Continuity Plan reviews, BCM risk assessments, testing and exercising, technology recovery alignment, critical supplier resilience assessments, awareness activities and BCM reporting. 

Roles & Responsibilities

BCM Framework and governance

• Support the implementation, maintenance and continuous improvement of the Bank's BCM framework, policies, standards and procedures.
• Monitor implementation of BCM requirements across the Bank and coordinate remediation or escalation of identified gaps.
• Maintain current, accurate and audit-ready BCM documentation and program records.
• Promote consistent application of BCM requirements across branches, Head Office units and relevant support functions.

Business Impact Analysis and continuity planning

• Lead the execution and annual review of Business Impact Analyses across business units through stakeholder engagement, data collection, analysis and documentation.
• Identify and validate critical processes, disruption impacts, recovery objectives, resource requirements and dependencies relating to people, premises, technology and third parties.
• Document and confirm recovery strategies for all critical processes with the respective process owners, including recovery priorities, procedures, manual workarounds and alternative operating arrangements, and prepare BIA reports and executive summaries for management review.
• Coordinate the review and maintenance of quarterly Business Continuity Plans for branches and Head Office units.
• Perform quarterly BCM maturity assessments across branches and business units and prepare maturity scorecards, trend analysis, and management reporting.
• Review BCP submissions for accuracy, completeness, consistency, and alignment with BCM standards and regulatory requirements.
• Review BIAs and BCPs for accuracy, completeness and alignment with approved BCM requirements, and coordinate correction of identified gaps.
• Maintain an accurate inventory of approved BIAs and BCPs and monitor completion of reviews and agreed improvement actions.
• Identify gaps, inconsistencies, and control weaknesses that may result in regulatory observations, audit findings, or operational resilience concerns and coordinate corrective actions with process owners.

Disaster Recovery Coordination and technology alignment

• Coordinate with ICT and business stakeholders to align technology disaster recovery arrangements with approved business recovery requirements.
• Maintain records of critical systems, applications and technology dependencies supporting priority business processes.
• Coordinate business participation in disaster recovery planning, testing and post-test reviews.
• Identify and document gaps between required and demonstrated technology recovery capabilities, monitor agreed actions and escalate material exceptions.

BCM Testing and Exercising

• Conduct BCM risk assessments for branches, facilities and business units to identify threats, vulnerabilities, control gaps and potential impacts on service continuity.
• Maintain BCM risk registers and monitor implementation of agreed mitigation actions.
• Coordinate continuity assessments of critical suppliers and service providers in collaboration with Procurement / Legal, ICT, business owners and other relevant functions.
• Maintain records of critical supplier dependencies, assessment outcomes and agreed remediation actions.
• Ensure identified continuity risks and third-party dependencies are appropriately reflected in relevant BIAs, BCPs, risk registers and BCM reports.
• Escalate overdue, recurring or material continuity issues to the Senior Manager, Business Continuity Management.

BCM Awareness and stakeholder engagement

• Coordinate and facilitate BCM awareness and training activities across the Bank.
• Provide guidance to business units on BIA, BCP, testing, risk assessment and supplier resilience requirements.
• Monitor participation in BCM awareness and training activities and maintain appropriate records.
• Coordinate BCM activities with Operational Risk, ICT, Premises, Security and other relevant stakeholders while maintaining clear functional accountability.
• Build effective working relationships to strengthen BCM awareness, accountability and preparedness across the Bank.

Monitoring, Reporting and Assurance

• Maintain BCM trackers covering BIA and BCP reviews, testing, risk assessments, supplier resilience, training and programme improvement actions.
• Prepare monthly  BCM dashboards, performance indicators and management reports highlighting progress, material risks, overdue actions and areas requiring management attention.
• Support periodic BCM maturity assessments and monitoring of programme improvement initiatives.
• Maintain complete, accurate and audit-ready BCM records and supporting evidence.
• Coordinate BCM information and evidence required for internal audits, external audits, regulatory reviews and certification activities.
• Monitor closure of BCM-related audit, regulatory and certification actions and escalate material delays or unsupported closure submissions.

Stakeholder Engagement and Advisory

• Engage with business units and support functions to facilitate implementation of BCM requirements.
• Provide guidance on BIA completion, continuity planning, supplier resilience, risk assessments, and testing requirements.
• Support coordination between BCM, Operational Risk, ICT, Facilities, Security, Procurement, and other stakeholders involved in resilience activities.

Job Specifications

Academic & Professional Qualifications

• Bachelor’s degree in Risk Management, Business Administration, Operations Management, or a related discipline.
• Working knowledge of Business Continuity Management principles, Business Impact Analysis, continuity planning, risk assessment and exercising. 
• Professional certification or formal training in Business Continuity Management, such as CBCI, CBCP, ISO 22301 Lead Implementer, or an equivalent qualification. 
• Membership in a recognized professional body is an added advantage.

Work Experience Required

• 2 to 4 years' relevant experience in Business Continuity Management, Operational Risk, Enterprise Risk Management, disaster recovery coordination or a related discipline. 
• Experience within a regulated financial institution is preferred. 
• Practical experience in Business Impact Analysis, continuity planning, BCM exercising, risk assessment or resilience reporting is an added advantage.