Jobs at NCBA Group

Job Purpose Statement

To deliver exceptional IPF business performance by providing operations support and excellent customer service to clients, with a key focus on data capture.

Key Accountabilities (Duties and Responsibilities)

Financial 10% 

• Ensure interest rate/Facility fee is charged correctly on all applications. Zero tolerance to errors resulting to reversals or write offs
• Cross – selling other bank Products.

Internal business processes 60% 

• Achieve high level customer service, process controls and set TAT at all times.
• Accurate Data capture for all applications received. Zero tolerance to errors resulting to applications send back.
• Notification of any accounts in arrears to BRM for follow up and immediate notification to customers in case of unfunded accounts or unpaid cheques.
• Customer financials, Evidence of first instalment payment and all relevant supporting documents strictly verified and attached to all applications.
• Monitoring of Underwriter exposure limits and IPF Lien deposit accounts for all cash covered underwriters.
• 100% adherence to policies, procedures and statutory guidelines.
• Same day processing of all complete applications within the agreed process flow timelines.
• Call back applicants to authenticate applications.
• Fully responsible for IPF analysts queue
• Handling of customer queries on phone/email

Customer service 25% 

• Ensure that there is a robust departmental internal customer satisfaction rating by ensuring the team lives the NCBA Values.
• Deliver Exceptional customer service to all stakeholders.

Learning and growth 5% 

• Achieve learning/training through E-learning, Internal & External training activities.
• Ensure compliance with the leave policy on block leave and minimum carry over.
• Own up-to-date and actioned competency assessments and development plans for self

Ideal Job Specifications

• Academic: A bachelor’s degree in a business related field.
• Professional: A professional qualification in a business course is an added advantage.
• Desired work experience: At least one year experience in a banking environment.

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Job Purpose Statement

The role holder is required to achieve customer growth and retention management for a specific portfolio through collaborative account plan management with the Relationship Management teams and other stakeholders in the organisation. They shall serve as the voice of customer within the Bank, ensuring that all promises to the customer through the relationship management teams are fulfilled. The role holder shall manage the sector’s operational duties, customer queries and arising complaints to closure by closely coordinating interactions between customers and internal stakeholders. They shall be held responsible for achieving process improvement and change management within the corporate banking department. Proactively engage with internal support teams to ensure customer fulfilment while ensuring strict adherence with all policy requirements including proper documentation, routine portfolio monitoring, controls and exemptions management (compliance with credit, AML/KYC requirements).

The role holder will be required to provide active administrative support to the sector head. They will assist RMs with cheque refers, excess requests and credit applications by spreading the financials for further analysis by the RM. Relevant experience in the specific sector will be an added advantage.

Key Accountabilities (Duties and Responsibilities)

Financial 20% 

• Proactively contributing to the achievement of the portfolio’s annual financial targets through services
• provided through customer growth and retention:
• Execution of activities undertaken at a minimum of 100% success rate.
• Assigned portfolio balance sheet growth and profitability: PBT

Internal business processes 20% 

• Adhering to approved policies and procedures and providing feedback on the same so as to keep them competitive.
• Audit issues closed within the quarter of identification, or within the agreed time frames, whichever is shorter.
• Nil repeat findings
• 100% SLA Adherence
• 100% adherence to agreed turnaround times
• Internal Customer Satisfaction
• Interdepartmental CSI/CES scores

Customer 40%

• Driving customer satisfaction, developing and growing relationships with existing customers, identifying opportunities for business development and providing insightful feedback on products and solutions that help in the customisation and development of new products/solutions.
• Accurate real-time CRM data
• Customer satisfaction:
• Net Promoter Score
• CSI/RSI /CES

Learning and growth 20% 

• Delivering the performance objectives set and managing his/her own learning and development to build capacity and avail him/herself for coaching and training opportunities.
• Level of own development plan maintenance.
• Own competency score. 

Job Specifications

Academic:

• Bachelor’s degree from a recognized accredited university.

Professional:

• At least 3 years’ experience in an assistant management capacity in a similar sized organisation.
• Desired work experience:
• Proven track record of consistently achieving a portfolio’s financial growth.
• Experience in products, bank operations and customer experience is highly desirable.
• Knowledge of the local banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general Commercial Banking regulations and practices.

Budget/ Accountability:

• Drive customer fulfilment for the sector.
• Provide operational support and adhere to operational control guidelines
• Provide reports and data on KPIs, portfolio health, customer experience surveys etc
• Spread financials for credit applications and manage cheques/customer payments processing 

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Job Purpose Statement

System Fraud Analyst role will execute the strategic fraud mitigation plan using continuous improvement principles to generation of Mis, identify fraud trends, complete fraud risk assessments, evaluate fraud management systems and implementation of systems controls

Key Accountabilities (Duties and Responsibilities)

Financial (20%) 

• Monitor systems activities to generate daily, weekly and/or monthly reports identifying trends and or potential fraud activities.
• Ensure management is appropriately informed of all fraud related activities and any significant concerns and provide appropriate mitigation plans.
• Contribute to the development and implementation of Fraud Risk Processes, Systems, Tools, Policies, Standards, and Procedures aimed at optimizing fraud detection and prevention to minimize fraud losses.
• Ensure BAU Operational cost containment

Internal Business processes 50%) 

• Lead projects involving fraud management systems implementation that includes developing fraud analysis models to deliver Management Information for fraud detection and prevention.
• Conduct business and technical studies, design, develop, integrate and implement business fraud management solutions
• Review processes and systems for purposes of strengthening internal controls through fraud risk assessment, exception reports reviews and Industry fraud trends and general intelligence reviews
• Contribute to the review of fraud risk assessments, scenario analysis and new product or change initiative assessments
• Support team members and the business in undertaking complex forensic data mining tasks
• Design and implement an effective fraud awareness programs across the business
• Undertake evaluation of the effectiveness of existing fraud risk management strategies, systems and processes and initiate relevant improvements
• Follow up with fraud Management system vendors to maintain the operation of the Fraud system
• Leading ad hoc project work to implement new systems, work processes, technologies and drive adoption of new initiatives.
• Recommend new fraud management tools used for fraud detection, prevention and reporting activities.
• Carry out reviews on all potential fraudulent activities with focus on root causes reviews and follow up on issues closure. Service

Management 15% 

• Oversee and coordinate technical activities, and ensure all transactional and administrative documentation is recorded and available for business use.
• Insightful and value adding controls monitoring Collaborate with Operational Risk Management team to develop and perform Key Risk Indicators reporting.
• Build network with internal and external stakeholders that includes law enforcement agencies, corporate investigators, audit firms, systems vendors among others.

Learning and Growth 15% 

• Undertake other responsibilities as may be assigned by management from time to time.
• Competence development by identifying and communicating training needs that aim to improve personal performance objectives
• Coordinate training to develop and maintain knowledge, skills and capability.
• Foster Team spirit and positive work environment

Ideal Job Specifications

Academic

• Undergraduate degree – minimum 2nd class honours upper division in Computer Science/Information Technology. Added advantage for a candidate with Dbase management and programing knowledge.
• Advanced knowledge in SQL, SAS, R, and Python will be added advantage.
• Exposure to and familiarity with different analytical techniques (Linear and Logistic Regression, Clustering Techniques, Neural Network, Decision Trees, etc.).
• Familiarity with wide array of fraud tools, applications and solutions (FICO, VISA, TSYS Falcon, VRM, CardGuard, Detica, Netguardian etc.)
• Good understanding of CAAT’s (Computer assisted auditing tools) will be an added advantage
• Proficiency in information technology and relevant Information Security Certification i.e. CISSP, CISA / CISM, ISO/IEC 27001 will be an added advantage

Desired Work Experience

• Minimum 3 years of modelling/analytics experience in financial industry.
• Knowledge of the banking core system applications
• Familiarity with wide array of Fraud Analysis tools, applications and solutions.
• Excellent communication (oral/writing) and presentation skills

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Job Purpose Statement

This position is responsible for designing, developing and implementing innovative RPA solutions that can enhance business productivity and maximize efficiency. It also involves understanding the business and its challenges, functionally outlining a solution to the identified use cases and then developing the required solutions

Key Accountabilities (Duties and Responsibilities)

Financial 10% 

• Analyze business processes and workflows with the objective of finding out how they can be improved or automated to save on cost.
• Manage cost cutting initiatives to adhere to the set Business process budget

Internal business processes 60% 

• Analyze new process automation candidates, quickly assessing feasibility and accurately estimate development effort
• Configure new processes and objects using core workflow principles that are efficient, well structured, maintainable and easy to understand
• Apply RPA workflow design best practices when developing or maintaining workflows
• Create and document test cases for negative scenarios, in order to document workflow behavior when certain systems malfunction, as well as performance scenarios, in order to stress test systems behavior
• Review workflows developed by other RPA Developers to ensure compliance with internal control / security / audit requirements
• Support the operational teams by staging and deploying automation solutions into test and production environments and providing post-production support.
• Provide maintenance to production workflows by ensuring second level support for workflow incidents; investigate reported errors, agree on error severity and propose resolution
• For workflow support tasks, respect SLAs agreed with business for workflow downtime
• Report issues to third level support (RPA vendor) if incidents cannot be solved by the internal team; ensure development fix, unit testing and production deployment preparation
• Configure enhancements /change requests to already automated processes
• Work directly with business teams to support various projects and solutions.
• Assisting in collecting and identifying functional requirements
• Investigating and documenting better practices/alternative solutions that could be used in future development
• Design technical specification documents for RPA Projects
• Utilize problem-solving skills to understand client pain points and troubleshoot as challenges arise.
• Prepare and provide regular and accurate progress reports for tracking and decision-making.

Customer 20% 

• Build and maintain positive working relationships with all levels of staff.
• Drive for the customer experience organization metrics to be achieved through the implementation of process efficiency initiatives 

Learning and growth 10% 

• Be self-driven and directed, build own skill and effectiveness, presentation and stake holder management
• Take courses to improve relevant skills required to perform the role optimally

Ideal Job Specifications

Academic:

• Bachelor’s degree from a recognized accredited university.

Professional:

• Basic knowledge of Machine Learning (ML) and Artificial Intelligence
• Process modelling experience using MS Visio/any other tool
• Mastery of automation tools such as Microsoft Power Automate, UiPath, Blue Prism
• Experience with Databases, such as SQL

Desired work experience:

• Minimum 3 years of hands on development experience relevant professional experience in banking or financial services sector