Jobs at Family Bank Ltd

Job Purpose: The successful candidate will be responsible for setting the strategic agenda for Micro Banking through balance sheet growth, Customer Acquisition, Customer retention, profit & loss targets in order to support achievement of overall business strategy; in a cost effective manner. The job holder will be involved in product development oversight aimed at sustaining the Bank’s competitive position within Micro Baking Segments.

Key Responsibilities:

• Ensures that all new businesses are in line with AML/KYC and CTF laws and regulations and customer information is regularly updated.
• Develop and lead the implementation of the micro Banking Segment strategy in line with the overall Retail Banking Strategy; to ensure achievement of profitability targets through revenue maximization and prudent cost management.
• Drive sustainable growth and acquisition of new customers for the Micro Banking through the creation, development and maintenance of high quality advisory relationships.
• To drive customer-led propositions for the Micro Banking Segment by developing a pipeline of value adding customer solutions to include customer experience, products, and service offers.
• Ensure strong cross- selling of existing and new products to existing and new clients; and in this process, maintain effective liaison with all relevant business units in the Bank.
• Facilitate training programs to enhance product knowledge to the Retail Banking teams, branch staff and sales teams on Micro Banking Products.
• Maintains a detailed and current understanding of the industry; (Micro Banking, current market structures; regulatory requirements and issues) to ensure that that opportunities are realized and the risks mitigated.
• Ensure timely submission of quality credit proposals in conformity with the Credit Policy guidelines and requirements whilst maintaining the quality of the Micro Banking portfolio within the stipulated Non-Performing Loans (NPL) and Portfolio at Risk (PAR) parameters.
• Lead, motivate, and continuously develop a credible high performing Micro Banking team.
• Ensure house-keeping activities are undertaken without failure to guarantee a clean book
• Support business operations to ensure audit operations return a minimum of “satisfactory” rating.
• Manage customer queries, complaints and other correspondence in a timely manner and within set standards for customer satisfaction.
• Be conversant with policies and procedures pertaining to all bank products and services and be able to adapt to change in these as well as technological changes, and customer sophistication.
• Acquisition and managing of Micro Banking customer relationships through pro-active and consultative approach and detailed understanding of existing customers’ businesses to enhance liabilities and revenues.
• Achieve budgeted growth in Micro Banking within agreed and approved business risk parameters.
• Deepen and secure existing and new business relationships through the analysis of needs and provision of products and services.
• Conduct customer meetings that have defined call objectives, desired outcomes and a well-constructed plan.
• Monitor existing portfolio performance to ensure PAR is within the acceptable bank’s standards.
• Ensure adherence of all bank’s prescribed processes, standard operating procedures and central bank requirements.
• Role Models the Brand and Corporate Values of the Bank in the internal and external market environment
• Creating meaningful partnerships and knowledge/resource sharing, creating a supportive team environment to deliver results and bring out the best in team members.
• Any other official duties assigned to you by your line manager.

Key Competencies and Attributes

• Proven experience in team management, supervision or leadership within a customer facing environment, including performance management & people development.
• Goal focused and able to spot business opportunities.
• Builds networks and maintains strong relationships.
• Has passion and drive to achieve results under difficult circumstances
• Pleasant and able to relate well in diverse social set ups and teams
• Upholds high standard of Professionalism, integrity and respect for others
• Drives high performance in teams.
• Ability to develop productive working relationships and achieve results with deadlines.

Qualifications:

• Bachelor’s degree in Commerce/Business related field.
• Master’s Degree or Professional qualification in Banking or related field is a plus.
• Comprehensive understanding of the Micro Banking market, external environment, and sector.
• Strong presentation skill set.
• Good analytical skills.
• Highly effective communication and collaboration skills.
• High level of cooperation with others and is responsive to the bank’s and team’s needs.
• Have a minimum of 5 years working in the Banking Industry; 2 of which must be in a management position.

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Job Purpose:

The purpose of the role is to build and sustain a rapport with Churches & Universities. The key responsibility being; customer acquisition, retention and income generation from the sales of the banks products as well offering leadership to the Relationship Managers in this unit.

Key Responsibilities:

• Ensures that all new businesses are in line with AML/KYC and CTF laws and regulations and customer information is regularly updated.
• Ensure growth of the existing deposit book as per the set organizational targets through growth of current accounts/collection business as well as wholesale deposits from the focus institutions.
• Onboarding new clients and Identify and address customer needs, ensuring that the overall service provided is in line with customer expectations.
• Achieving Income generation target through the existing customers and recruitment into digital financial services.
• Keeping abreast of developments in the Churches and Universities environment both locally and internationally.
• Deposit mobilization through with a focus on Churches, Church Organizations and Universities
• Advisory to customers and guidance through the delivery of excellent customer service to resolve customer queries and achieve customer satisfaction.
• Prepare Customer sales coverage plans to ensure each relationship is managed according to the Family Bank customer service charter with regular reviews of the customer portfolio to assess future needs and ongoing fee/income potential.
• Identifying and developing new business proposals efficiently and expeditiously to ensure that potential new business opportunities are not lost to competitors.
• Manage existing relationships to deepen the relationship for Business Banking solutions.
• Initiating and monitoring customer/Bank contact at all levels, ensuring that customers enjoy the highest standards of service.
• Adherence of all bank’s prescribed processes, standard operating procedures and central bank prudential requirements.
• Role Models the Brand and Corporate Values of the Bank both internally and externally.
• Any other official duty as may be assigned by the management

Qualifications:

• Bachelor’s degree in Commerce/Business related field.
• Strong presentation skill set.
• Good analytical skills.
• Highly effective communication and collaboration skills.
• High level of cooperation with others and is responsive to the bank’s and team’s needs.
• AMC/CFT training/knowledge.

Key Competencies and Attributes

• A clear understanding of the Churches and Universities operating environment.
• Demonstrated networks within the focus group –Churches and Universities
• Demonstrate the capability to build and maintains strong relationships.
• Good negotiation skills.
• Good listening skills.
• Pleasant and able to relate well in diverse social set ups and teams.
• Upholds high standard of Professionalism, integrity and respect for others.

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Job Purpose:

The purpose of the role is to build and sustain/ manage a rapport with non-governmental

organizations (NGOs), as well as Civil societies and other non-profit making groups. It is organized on community,

the key responsibility being; customer acquisition, retention and income generation from the sales of the banks products.

Key Responsibilities:

• Ensures that all new businesses are in line with AML/KYC and CTF laws and regulations and customer information is regularly updated.
• Stability of the liabilities side of the balance sheet of the bank through institutional deposit mobilization with a focus on Non-Governmental Organizations (NGOs).
• Growth of the existing deposit book as per the set organizational targets through growth of current accounts/collection business as well as wholesale deposits from the focus NGOs.
• New client onboarding through the development of a pipeline of prospective clients to ensure sustainable growth of the Portfolio.
• Keeping abreast of developments in the NGO environment both locally and internationally.
• Identify and address assigned customer needs, ensuring that the overall service provided is in line with customer expectations and the terms of the service offer.
• Maintain a pipeline of prospective clients targeted for purposes of onboarding.
• Provide specialist information, guidance and advise to customers through the delivery of excellent customer service to resolve customer queries and achieve customer satisfaction.
• Prepare Customer sales coverage plans to ensure each relationship is managed according to the Family Bank customer service charter with regular reviews of the customer portfolio to assess future needs and ongoing fee/income potential.
• Identifying and developing new business proposals efficiently and expeditiously to ensure that potential new business opportunities are not lost to competitors.
• Manage existing relationships to deepen the relationship for Business Banking solutions.
• Initiating and monitoring customer/Bank contact at all levels, ensuring that customers enjoy the highest standards of service.
• Ensure adherence of all bank’s prescribed processes, standard operating procedures and central bank requirements.
• Works as part of a team for the purpose of winning together.
• Any other official duty as may be assigned by the management

Qualifications;

• Bachelor’s degree in Commerce/Business related field.
• Strong presentation skill set.
• Good analytical skills.
• Highly effective communication and collaboration skills.
• High level of cooperation with others and is responsive to the bank’s and team’s needs.
• AMC/CFT training/knowledge.
• Have a minimum of 5 years working in the Banking Industry

Key Competencies and Attributes

• A clear understanding of the non-governmental organization (NGOs) environment.
• Demonstrated networks within the focus group. (NGOs)
• Demonstrate the capability to build and maintains strong relationships.
• Good negotiation skills.
• Good listening skills.
• Pleasant and able to relate well in diverse social set ups and teams.
• Upholds high standard of Professionalism, integrity and respect for others

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Job Purpose: To grow Churches, Universities and NGOs business by providing effective leadership to the staff and management of the Units operations to optimize acquisition of new customers; quality relationship management and retention of existing customers; and increasing usage of the Bank’s products by cross-selling.

Key responsibilities:

• Ensures that all new businesses are in line with AML/KYC and CTF laws and regulations and customer information is regularly updated
• Establishing appropriate quality and productivity benchmarks for business development (customer acquisition and sales) and portfolio maintenance.
• Setting targets for members of the team using the quality and productivity benchmarks to ensure effective competitiveness in the market.
• Providing leadership and support to meet business targets in competitive quality standards.
• Establishing and maintaining appropriate business development management system for tracking performance and taking prompt actions to ensure business development targets for individuals as well as department are met.
• Establishing and maintaining appropriate Relationship Management and portfolio maintenance systems for tracking performance and taking prompt actions to ensure that competitive customer satisfaction as well as compliance standards are consistently met.
• Establishing and maintaining effective communication systems to ensure adequate level of exchange (or share) of information within the team, vertically along the hierarchies that affect the team and horizontally with other departments that the team needs to perform their tasks.
• Delegating, mentoring and coaching staff within the unit to optimize their motivation, development and productivity.
• Planning and coordinating training & development of staff to achieve and sustain effective level of competence for performing their task.
• Establishing and maintaining operational risk management systems to ensure compliance standards are consistently met within the department.
• Establishing and maintaining information systems for internal management within the department and to ensure that reporting standards (quality and timeliness) to other stakeholders (e.g. management, Finance, etc.) are consistently met. This to include market, operational and management information.
• Resourcing of product development within approved policies and/or guidelines for Churches, Universities and NGOs.
• Any other official duty as may be assigned by the management

Qualifications:

• Bachelor’s degree in Commerce/Business related field.
• Post graduate qualifications in business will be an added advantage.
• Five (5) years’ experience including Knowledge of banking products and solutions, especially for Churches, Universities and NGOs
• Skills in leadership and business development.
• Proficiency in computing packages and other accounting software packages

Personal Attributes/Competencies

• Results oriented with excellent communication, analytical skills, with outstanding reporting & Customer Service skills.
• A forward planner with clear focus, mature, reliable, hardworking and able to work without supervision.
• Possess ability to prioritize and organize a heavy workload while observing set deadlines.
• Demonstrate a high degree of sensitivity, accuracy, confidentiality and integrity when dealing with internal and external customers.
• Establish and maintain a system that fosters a culture of teamwork, employee empowerment and commitment to the department’s and the Bank’s goals as well as sustain effective competitive positioning and optimal sales productivity.

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JOB PURPOSE: Acquisition, consolidation and retention of Diaspora customers by developing and maintaining strong business relationships through regular, pro-active and value adding contact establishment and fully understanding their business needs and proactively providing appropriate and mutually beneficial financial solutions.

Key responsibilities:

• Ensures that all new businesses are in line with AML/KYC and CTF laws and regulations and customer information is regularly updated
• Develop and lead the implementation of the Diaspora Banking Segment strategy in line with the overall Retail Banking Strategy; to ensure achievement of profitability targets through revenue maximization and prudent cost management.
• Drive sustainable growth and acquisition of new customers for the Diaspora Banking through the creation, development and maintenance of high quality advisory relationships.
• To drive customer-led propositions for the Diaspora Banking Segment by developing a pipeline of value adding customer solutions to include customer experience, products, and service offers.
• Manage an effective Diaspora Banking customer’s loyalty program for networking.
• Facilitate training programs to enhance product knowledge to the Retail Banking teams, branch staff and sales teams on Diaspora Banking Products.
• Managing diaspora customer requests/transactions in compliance with Family Bank operational guidelines and procedures with zero tolerance to operational risk & frauds.
• Performance management of credit analysts/credit officers for diaspora clients and periodic reporting of the Key Performance Indicators for the Diaspora - credit as governed by BSC.
• Acting as the principal point of contact for the Bank’s relationships, with a designated portfolio of Diaspora customers in Marketing, growing business and ensuring that there is increased; customer base, deposits, earnings, facility utilization and usage of all bank products and services. This may involve international travel, organizing and participating in overseas events.
• Ensure Diaspora Credit documentation standards are adhered to.
• Ensuring quality service delivery for customers in order to achieve agreed service levels in coordination with the Branches Management and Diaspora Banking Unit.
• Reviewing daily loan disbursement with reference to current policies, procedures and the booking of correct product code under diaspora.
• Communicate with customers through various ways, especially, by telephone, email or regular mail, over the Internet or in person.
• Updates to a customer’s profile or account information, data clean up by Ensuring contact information is captured i.e. email and phone number and in proper format including country code on all accounts that have been opened.
• Receive all customer instructions on the management of their accounts to include standing orders, stop payments, fixed/call deposits, Visa cards, internet banking. Mobile banking.
• Check and confirm compliance to KYC, authorize account opening before sending for processing, call over mandates before forwarding to the branches for safe custody
• Ensure compliance with Bank’s customer service standards as well as policies, procedures and regulatory guidelines
• Monitor and evaluate the performance of direct reports, prepare performance appraisals and recommend and/or initiate corrective action where necessary to improve performance and/or attaining established personal and organizational goals.
• Embrace a culture of teamwork, support for each other and commitment to the unit and the Bank goals and aspirations
• Any other official duty as may be assigned by the management

Key Competencies and Attributes

• Proven experience in team management, supervision or leadership within a customer facing environment, including performance management & people development.
• Goal focused and able to spot business opportunities.
• Builds networks and maintains strong relationships.
• Has passion and drive to achieve results under difficult circumstances
• Pleasant and able to relate well in diverse social set ups and teams
• Upholds high standard of Professionalism, integrity and respect for others
• Drives high performance in teams.
• Ability to develop productive working relationships and achieve results with deadlines.

Qualifications:

• Bachelor’s degree in Commerce/Business related field.
• Master’s Degree or Professional qualification in Banking or related field is a plus.
• Comprehensive understanding of the Diaspora Banking market, external environment, and sector.
• Strong presentation skill set\
• Good analytical skills
• Highly effective communication and collaboration skills
• High level of cooperation with others and is responsive to the bank’s and team’s needs.
• Have a minimum of 5 years working in the Banking Industry; 2 of which must be in a management position.