Jobs at Family Bank Ltd

Job Purpose:

Onboarding, retention and churn management of online merchants, customers, and overall growth of the DFS Business lines. Leveraging on business intelligent systems (customer lifecycle / user experience data, complaints visualization and customer journey analytics) the role holder will be able to enhance, fine tune, segment and aim targeted customer value propositions to customers thereby driving up transaction size, transaction frequency and incidence.

Key Responsibilities:

• Develop commercial models that directly impact top-line revenue and bottom-line operating costs while delivering best in class product experiences across our channels
• Establish a governance model for customer acquisition and support in collaboration with other internal teams and ensure execution of the same
• Daily drive of the assigned lending portfolio performance in partnership with Strategy, Credit and Lending Risk teams to ensure customer uptake, utilization of limits, limits management, reduction in attrition & churn and effective recovery of customers.
• Develop and Embed CVM & online sales and customer engagement tracking tools & KPIs (ARPU / ARPA, IBRO, Transaction size, Transaction volumes, Churn rates).
• Deliver savings targets by defining activities to engage and retain deposits from both individuals and businesses within the wallets, tills, and bank accounts
• Onboard, retain, drive usage & manage churn of customers & online merchants. Cross-sell & respond to leads from digital campaigns and mined social media sites.
• Revenue Targets: responsible for ensuring that DFS sales targets for DFS products are met within and across all identified digital channels also through growth of ARPU, ARPA and wallet P2P, B2C, C2B transactions.
• Onboard, Engage & Retain online merchants & customers– Engage and develop onboarding programs, promotions, discounts and incentives.
• Drive up LipaNaFamily adoption and usage through regional recruitment programs, usage promotions, partner discounts and incentives programs.
• Develop and deploy customer lifecycle management programs and initiatives to scale and extend the lifetime value of DFS products.
• Churn management – reactivate dormant accounts via data mining across DFS product portfolio.
• Partner with branch, and sales team network to generate sales: You will be required to work closely with the branch network to leverage its distribution to deliver digital sales across the country
• Monitor and review and report on business performance and apply measures to ensure achievement of targets and return on investment for new ventures
• Undertake coaching and mentoring for team members and provide leadership in execution of the division’s strategy
• Monitor, identify, highlight and recommend mitigation for Sales related risks, in conjunction with supporting units such as Operations, Information Technology, Risk, Audit, Compliance etc.
• Any other official duties that may be allocated from time to time by management.

The Person:

The ideal candidate must possess the following:

Qualifications

• University degree preferably in a business-related field from a recognized institution.
• Master’s degree and professional qualifications will be added advantage.
• 7 years proven sales experience, meeting or exceeding targets. Previous experience as a sales executive, sales manager or Senior Manager sales and marketing.
• Proven ability to drive the sales process from plan to close through cross-functional teams
• Possess extensive knowledge of sales principles and practices, and an ability to coach others on them
• Demonstrable experience as a Senior Manager in sales, developing client-focused, differentiated and achievable solutions

Key Competencies and Attributes

Interpersonal:

• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
• Ability to communicate, present and influence all levels of the organization, including executive and C-level
• Strength in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask
• Strong leadership and team building skills
• Proven ability to articulate the distinct aspects of products and services
• Proven ability to position products against competitors
• Excellent listening, negotiation and presentation skills
• Excellent verbal and written communications skills

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Job Purpose: 

Responsible for providing leadership and direction in the IT technical function including; IT services management, training & development of IT team and ensure that the Bank has the appropriate Technology landscape and infrastructure to effectively support the banks overall strategy.

The role holder will be accountable for the review and support of the existing ICT infrastructure systems, applications, innovation, implementation as well as ensuring best practice in accordance to IT principles, policies and procedures.

Ensure that the problems reported from Business Units regarding the identified IT products and IT systems are resolved with minimum interruption to client service and business operations.

Key Responsibilities:

• Provide to Board and management key technical and professional advice with regard to the design, development and implementation of the Bank’s IT Strategy.
• Play a leading role in the digital transformation of the Bank by ensuring availability of fit-for-purpose technological solutions to customer needs so as to position the bank as a leader in digital banking.
• Provide end-user support for all aspects of computerized systems including monitoring performance of systems and auxiliary equipment, training of users; trouble-shooting on basic problems related to hardware, software, and auxiliary equipment of stand-alone or networked systems, and working with contractors /suppliers to resolve the more complex technical problems.
• Establish and set quality service standards to respond to internal and external client’s inquiries, requests, and issues related to IT.
• Ensure ICT projects meet the set timelines and with set budgets.
• Set and take corrective action against significant deviations from set IT service quality standards.
• Evaluate, monitor, and ensure controls within the ICT department.
• ICT staff performance against agreed performance standards and taking corrective action against significant deviations from agreed KPI.
• Ensures that Bank is in compliance with established IT policies, procedures and statutory regulations.
• Ensuring robust IT systems that assist management to identify and report potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML/CFT policies & procedures
• Identifies IT requirements and ensures that all IT function and activities are fully resourced, budgeted for and their performance managed to adequately support Bank’s performance.
• Oversees the documentation and application of sound and up to date IT principles and ensures compliance with local banking and finance legislation, regulations, policies, and procedures.
• Set up, tests, and maintain IT Disaster Recovery Plans, as per IT policies and procedures.
• Negotiate terms and conditions for purchases, support contracts with computer hardware, software, telecommunication, and power suppliers.
• Provide advise to Management and all users in all matters relating to IT, applications, system improvements, enhancements or changes by remaining current with organization’s technological requirements and new developments in the industry.
• Any other official duty that may be allocated from time to time.

The Person:

The ideal candidate must possess the following:

Qualifications/Experience:

• Bachelor’s degree in Information Technology/Computer Science / IT Engineering or Business IT
• Certified in Project Management/ MCSE/CCNA/ ITIL
• Master’s degree in Information Technology/ Management Information System will be an added advantage.
• Minimum of 8 years’ experience in a dynamic IT environment, of which 3 years must have been in a management role.
• Hands on experience in;
• System Support management
• IT Service management
• IT Infrastructure
• Strong knowledge of project management principles

Competencies/Attributes:

• Drives high performance in teams
• Has passion and drive to achieve results under difficult circumstances
• A good communicator with great problem solving skills; demonstrates strong planning and organizing abilities.
• Able to manage and influence others to achieve results
• Capacity to influence decisions at senior management levels
• Pleasant and able to relate well in diverse social set ups and teams.
• Proficient in latest technology for IT systems and management.
• Excellent organizational skills and attention to detail.
• Able to identify, motivate and develop talent within the Bank
• Ability to make business decisions