Openings at I&M Bank

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 ensure that services are offered to customers in an efficient, prompt and courteous manner so as to maintain customer’s goodwill and excellent image of the bank by observing the Banks policies, procedures and controls.  

PRIMARY RESPONSIBILITIES:

• Inbound Calls handling - To handle all inbound calls and providing customers with information on various bank related enquiries.
• Email Management - Responding to all emails received in the Call Centre mailbox regarding all banking queries, request and complaints. This includes following up with relevant stakeholders and ensuring that action is taken within the stipulated timeframes and the feedback loop is closed.
• Social Media Management - Respond to Social Media posts on Facebook, Twitter, YouTube, Instagram and LinkedIn, Report all complaints reported via Social Media and advise customers once resolved.
• Telemarketing and Outbound Campaigns - Handling outbound telemarketing calls to create awareness on services, products and increase sales.
• Care Calling - Calling new account holders to welcome them to the bank and advise them on the features available to their type of account. This calls are also meant to check on the customer on boarding experience.
• Product Cross Selling and Upselling - Provide potential customers with information on new and existing products and services.
• Alternate Channel Support - Support for the bank’s alternate channels i.e. Debit & Credit Cards, Mobile and Internet Banking platform by assisting customers with registration and guidance on channels usage.

QUALIFICATIONS AND COMPETENCIES REQUIREMENTS:

Academic Qualifications

• Bachelor’s degree in a Business related from a recognized institution.
• Proficiency in Microsoft Office

Experience

• Basic Banking experience is desirable
• Experience working in a Call Centre

Skills and Attributes

• Excellent oral and written communication skills;
• Strong Team Player;
• Excellent problem solving and time management skills;
• Customer centric individual;
• Strong planning and organization skills;
• Ability to multi task;
• Self-driven, autonomous and flexible individual.

Deadline is 6 July, 2022

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JOB PURPOSE:

• To work with the Head Legal and Compliance to initiate, coordinate and implement Compliance activities,
• Monitor and review the Bank’s compliance program; in accordance with the BOU guidelines, the Bank’s policies, relevant laws and Bank’s Business Plan.

JOB OBJECTIVES

• To identify potential compliance regulatory/policy breaches in bank processes and procedures and provide advice on appropriate remedial action.
• Ensure all bank staff are sensitized about Money Laundering and are guided on reporting about the same.
• To perform periodic tests to confirm compliance with regulatory requirements and ensure that the Bank’s standards continue to be monitored effectively by Line Management.
• To ensure bank’s compliance with the regulators i.e. BOU, FIA, URA, NSSF and Ugandan laws.
• Prepare monthly Compliance report. Additionally, prepare quarterly BRC compliance report for Head of Compliance’s review.
• To establish processes for identifying and reporting any breaches or suspected breaches in the Bank’s policies and procedures to the Head of Compliance.
• To implement appropriate compliance management techniques to ensure that the bank’s key compliance risks are managed effectively.
• Liaise with Head Legal and Compliance to ensure that the bank’s product review and new product development /approval processes are compliant with the regulatory requirements and initiate reviews where changes in legal environment affect products.

Minimum Education & Experience:

Education and Qualification

• A professional qualification (ACCA, CFA, ACIB, CPA, etc.) and/Masters
• Bachelor Degree (B.Com B.STAT, BA Economics, etc.)

Experience

• At least 6 years banking experience of which 3 must be in Compliance and / or Risk preferably at supervisory 
• Highly conversant with the regulatory framework and the Bank’s operating environment
• Knowledge of KYC and Anti-money laundering guidelines
• Able to deal with complex compliance issues
• Demonstrates expert knowledge of Ugandan legislation affecting different Banking processes
• Analyze the impact of a new legislation/regulation on operations of the Bank and can translate these regulations/legislations into policies for the organization.
• Is abreast with trends and issues in the international scene on compliance matters at large and, in the banking, and finance industry especially

Deadline is 30th June, 2022