Openings at Caritas MFB

JOB PURPOSE

• To assist in maintaining a professional work environment that focuses on superior performance by operations staff  Establish effective systems, procedures, and standards of performance for staff in Operations.

KEY RESPONSIBILITIES.

•  Develop and ensuring adherence to the internal policies and both internal and regulatory procedures.
•  Continuous Process Improvements-quarterly review of all processes and procedures, to determine efficiency  which processes are to be reviewed quarterly.
•  Working with other stakeholders, acting as the liaison between branches and the head office departments.
•  Drive compliance in the branch network including but not limited to Operations excellence check list, Snap checks, validation reports, implementation and closure of audit/risk recommendation/ Risk Control Self-assessment and independent assessment.
•  Achieve 95% in compliance and audit ratings within the branch network.
•  Ensuring no operational losses through implementation of checks and balances and review of work by the operations team within the branch network.
•  Ensure implementation and strict adherence of the approved Standard Operating procedures.
•  Ensuring high level of customer satisfaction as per the bank’s customer service standards and guidelines.
•  Coordinate centralization and standardization of operational processes across the bank and in conjunction with other control functions of the Bank.
•  Continuous review, update, implementation and monitoring of adherence to the internal policies, procedures, and manuals.
•  Working closely with operations officers in performing quality control checks daily (tick back).
•  Supervision of Branch Controls/Branch Operations Units
•  Advising and guiding Branch operational staff on passing entries meant to effect reversals and corrections under their jurisdictions.
•  Co-ordinate data cleanup exercises and liaise with Enterprise Risk Management on critical data sets as set by various regulations.
•  Conduct regular checks on income leakages and co-ordinate process improvements to prevent leakages.
•  Guiding and closing all audit exceptions and risk review findings within the Branches.
•  Running business continuity plans and optimization initiatives.
•  Any other duty assigned from time to time.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

•  Bachelor’s degree
•  Master’s degree would be an added advantage.
•  At least Eight (8) years’ experience in banking environment, with a track record of success within operations and operational control environments.
•  Extensive knowledge of Banking theory and practice, Central Bank’s rules and regulations and procedures. Possess thorough knowledge of banking products and services and also a wider understanding of the general banking universe/Industry.
•  Excellent and demonstrated leadership capacity including possession of strategic development, monitoring,
•  execution and reporting skills (Have a strategic outlook)
•  Strong organizational, administrative, and analytical skills including oral and written communication skills, negotiation and interpersonal skills and ability to motivate staff.
•  Professional Banking qualification (AKIB) is an added advantage.

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JOB PURPOSE

• Responsible for development, deployment and management of Alternative Business Channels that is mobile, internet, card, and agency banking with an overall aim of driving the bank’s alternative business to profitability whilst delivering superior customer service, operational integrity as well as meeting regulatory requirements.

KEY RESPONSIBILITIES.

•  Development and integration of all existing and new delivery channels and services considering implications of customer expectations.
•  Implementation of new ABCs at Branches as well as implementation of existing ABCs in new branches
•  Identify and implement opportunities for migration of customers from high-cost branch and manual transactions to alternative and lower cost channels with the objective of reducing the cost-of-service delivery bank wide.
•  Ensure successful implantation of ABC through collaboration with business partners within and outside the organization.
•  Provide leadership in performance management, employee development, talent management and building a work environment that drives high performance and employee satisfaction.
•  Track & monitor ABCs’ progress, provide ABC update reports and pre/post implementation reports.
•  Manage support on ABCs to ensure smooth operations as well as issue resolution Both onsite and offsite as well as via the Alternative Channels team.
•  Identify and review product features based on internal customer feedback.
•  Standardization and alignment of Alternative Channels with other business units
•  Train the ABC team and end users on Alternative Channels.
•  Conduct ABCs comparison with competitor offerings on services, promotions, and special offerings to ensure the bank’s ABCs are competitive and relevant.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

•  University graduate in a Business-related field (M).
•  Certificate in project management
•  3 years working experience 2 of which must be in ABC and 1 in managing teams.
•  Proven leadership skills
•  Strong presentation and communication skills.
•  Proven ability to generate new business.
•  Possess strong analytical and interpersonal skills.
•  Can make prompt decisions and be independent in problem solving

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JOB PURPOSE

• To manage overall end to end customer experience within the bank through all channels using well defined standards and processes. The experience is best judged through the eyes of customers, supported by clear tracking parameters and measurable metrics that gauge performance. The role will drive customer experience function by formulating the Bank’s Customer experience strategy and managing the interactions between the customer and the Bank throughout the customer lifecycle as well as optimizing interactions from the customer’s viewpoint to facilitate loyalty.

KEY RESPONSIBILITIES.

•  Developing and managing relationships with key internal and external stakeholders including Regulators, IT vendors and operations to achieve customer experience objectives or correct customer experience failures.
•  Designing and executing strategies aimed at re-engineering customer facing processes, with focus on time, quality of interactions and cost.
•  Developing technological/ digital interfaces for enhancement of the customer experience in collaboration with other departments.
•  Developing analytics and framework for governance and business reviews, making proposals for enhancing customer experience
•  Driving challenging quantitative and qualitative analyses of customer feedback, journeys and pain points using leading research practices and analytics procedures.
•  To provide leadership in all aspects of service quality and operational excellence, thereby facilitating transformational change in the level and quality of service provided to customers (external and internal)
•  Lead and support business strategies that build awareness, employee engagement, and create an environment that recognizes and reinforces appropriate behaviour towards customers.
•  Build and enhance a means of benchmarking service quality against the competition and other service leaders.
•  Manage aspects of the market research function to drive the strategic planning process within Business and to design and build the customer information reporting capability across the Bank’s products.
•  Oversee agreed process improvements and facilitate, teamwork across businesses to achieve end-to-end customer experience.
•  To ensure robust implementation plans for key customer experience work streams (i.e., voice of customer, complaint management, retention management, metrics, process improvement toolkit, behaviour change) are in place with specific KPIs, establishment of key milestones and delivery dates in line with the Bank’s customer experience requirements.
•  Create strategic alignment for Customer Experience KPIs and ownership throughout the organization.
•  Work with the functional “service champions” to establish peer reviews, adopt and implement best practices, develop internal and external benchmarking, and continually improve the service and operational processes.
•  Drive the culture change program within the organization to align behaviors with service excellence objectives.
•  Design, implement and manage communication activity through the various channels to ensure all teams are kept fully aware of, and by implication engaged in, the progress of service and operational excellence program.
•  Coordinate activities across the organization as required to deliver “the WOW” end-to-end customer experience.
•  Drive changes in process and mindset around how we organize work and deliver functionality for customers, maintaining “good” processes and eliminating inefficiencies.
•  Drive processes to identify and correct gaps in the customer experience based upon direct and indirect customer feedback.
•  Training staff on best practice customer experience standards
•  Design, implement and manage bank wide service level agreements for all services and interdepartmental support.
•  Implementation of a regulatory compliance tracker for customer experience.
•  Design, implement and regular follow up of the customer charter.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

•  University degree or equivalent. An MBA will be an added advantage.
•  Minimum of 5 years’ experience in management within Business or Operations function with a customer facing bias.
•  Appropriate service quality certification will be an added advantage.
•  Experience leading change and inspiring teams with an exciting future vision