Vacancies at Family Bank Ltd

DIGITAL CHANNELS OFFICER-DCNO02/25
REPORTING TO : BRANCH MANAGER

Job Purpose:

• The incumbent will be responsible for Championing uptake of DFS products while ensuring exceptional relationship management for retention.

Duties and Responsibilities

Acquisition:

• Recruit new customers by opening accounts virtually, onboarding credit card customers, prepaid card customers, debit card customers, virtual loan customers, and new online banking customers.
• Drive recruitment of Agents, Merchants, and M-PESA Float Agents in the branch in line with laid-down standards and CBK guidelines while tracking performance.
• Drive uptake of DFS products in the branch in line with agreed KPIs.

Retention & Monetization:

• Guide Agents, Merchants, and M-PESA Float Agents in their respective branches through the uptake processes and procedures, provide follow-up support, assist with replenishment of materials, resolve complaints, and offer general guidance to ensure nil dormancy.
• Appraise agent activities in the branch by providing regular updates on the agent network and ensure excellent customer service delivery in agent and merchant business by promoting stellar customer-centric practices in line with the Bank's policies.
• Work with the branch team to provide continuous one-on-one agent training on operations and product knowledge, including training and awareness on Anti-Money Laundering (AML/CFT).
• Ensure Family Bank Agents and Merchants are visible with proper branding and collaterals.
• Coordinate seminars, forums, and market storms for Agents and Merchants, and provide platforms for feedback sharing.
• Support the branch in activating dormant PesaPap accounts and renewing dormant cards.
• Ensure adherence to the Central Bank of Kenya (CBK) guidelines on agent banking by sensitizing Agents and Merchants on compliance requirements.
• Collaborate with the DFS Head Office team to resolve operational issues affecting DFS business and drive uptake of DFS innovations in the branch.
• Conduct periodic visits to Merchants and Agents to drive Family Bank POS usage and ensure dormancy levels remain below 5%.
• Ensure that at least 90% of transactions are migrated to digital channels.
• Report potential and actual money laundering risks, including suspicious transactions, in line with AML policies and procedures, while ensuring adherence to the Data Protection Act.
• Mentor new Digital Channels Officers by providing guidance on business growth.
• Perform other duties and responsibilities as assigned by the Branch Manager, DFS Sales Manager, Head of Digital Financial Services, Channels Managers, or Regional Unit Leads.
• Note: This job description may be subject to change from time to time in line with the Bank’s strategic direction.

Qualifications

• Bachelor’s degree in Commerce or a business-related field.
• Minimum of 1 year of sales experience in banking, preferably in digital sales.
• Creative in the sales process and able to work effectively in high-pressure environments to meet targets.
• Excellent interpersonal and communication skills.
• Strong organizational skills with the ability to quickly assess and prioritize.
• High level of integrity.
• Willingness to travel.
• Passion for sales and customer engagement.
• Mature, self-motivated, and results oriented.
• Proficient in Microsoft Office applications.
• Fluent in English and Swahili.

Key Competencies and Attributes

• Demonstrates understanding of the Banking Act and Central Bank of Kenya (CBK) prudential guidelines, maintains high levels of professionalism, pursues continuous professional development, and ensures adherence to the Data Protection Act.
• Exhibits excellent people management skills, team motivation, and leadership competence.
• Goal-focused and able to identify business opportunities.
• Build networks and maintain strong professional relationships.
• Effectively manages and influences others to achieve results.
• Shows passion and drive to deliver results even under challenging circumstances.
• Pleasant personality with the ability to relate well in diverse social setups and teams.
• Upholds high standards of professionalism, integrity, and respect for others.
   

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RELATIONSHIP MANAGER -CHINESE BANKING -IJA/RMCB/02/2025

Are you a go getter, positive minded individual who fits the role profile captured below? There is an opportunity for ambitious, self-driven individuals to fill the above position.

REPORTING TO: Head of MSME

Job Purpose:

The incumbent will be responsible for the overall management and development of the Chinese business in the bank.

Key Responsibilities:

• Drive profitable revenue and volume growth with a focus on new acquisitions, deepening existing customer relationships and cross-selling.
• Achieve agreed sales targets for new accounts, assets and liabilities by establishing/recruiting new banking relationships, managing and growing existing banking relationships with our Chinese customers and Business Club members.
• Train staff on Chinese banking services to create customer product awareness.
• Keep current on business trends and competitor offerings by gathering market intelligence to maintain a competitive edge.
• Responsible for identifying and reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML policies procedures.
• Manage Chinese customer requests and transactions in compliance to FBL operational guidelines and procedures with zero tolerance to operational risk and frauds.
• Develops, coach, motivates and manages the performance of individuals and teams within Chinese,
• Diaspora & Business Club segment to achieve success in career and business goals.
• Actively provide leadership by contributing to the collective Leadership Agenda and sharing business insights/ feedback with the Head of Retail Banking to maximize the overall performance and wellbeing of the department.
• Role Model the Brand and Corporate Values of the Bank in the internal and external market environment
• Marketing of Diaspora and Business Club services to our customers.
• Planning the Calendar of events for the Chinese and Business Club banking members.
• Planning and management of the international Business exposure trips for the Business Club members per year.
• Developing an annual learning program for the Chinese and Business Club members making sure we adhere to offering one seminar every quarter for the members.
• Ensure Chinese Credit file documentation standards are adhered to.
• Monitor the approval, disbursal and updating process, periodic credit reviews, and deductions or repayments by diaspora customers.
• Reviewing daily loan disbursement with reference to current policies, procedures and the booking of correct product code under Chinese and Business club
• Ensuring quality service delivery for customers to achieve agreed service levels in coordination with the
• Branches Management and Chinese as well as Diaspora Banking Unit.
• Ensuring that all new business is in line with KYC and CTF laws and regulations and customer information is regularly updated
• Any other official duty that may be allocated by management from time to time.

Qualifications:

• Holds a Bachelor's Degree in Business, Accounts, Finance or related field.
• Proficiency in Chinese language- Oral and Written.
• Have a minimum of two (2) years practical experience with proven result-oriented track record in Chinese business.
• Experience in banking background is a plus.
• Honest and with high integrity.

Key Competencies and Attributes:

• Good interpersonal skills and ability to establish new client relationships and generate new and Cross sell business.
• Full understanding of all products, sound knowledge of the bank processes and procedures
• Proven ability to develop and maintain effective work relationships with internal and external partners
• A forward planner with clear focus, mature, reliable, hardworking and able to work without supervision.
• Computer skills: adept in use of Ms Word, Excel, Access, PowerPoint, Internet and email.
• Honest and with high integrity.
• Results oriented with excellent communication and social skills.
• A forward planner with clear focus, mature, reliable, hardworking and able to work without supervision

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RELATIONSHIP MANAGER - EDUCATION SECTOR - IJA/RMEDU /02/25

• To support the education growth strategy, we are looking for a dynamic, proactive professional with strong credentials and relevant work experience to fill the following position:
• Reporting to: Senior Manager -Education Sector

Job Purpose:

• Acquisition, consolidation and retention of Education sector customers by developing and maintaining strong business relationships through regular, proactive and value adding contact establishment and fully understanding their supply chain & management and proactively providing appropriate and mutually beneficial financial solutions.
• Liaises with the Branch Credit management, Head office credit, credit analysts, SME Relationship officers, Area managers, Legal department, Treasury, IB, Corporate and other segments relationship staff.

KEY PERFORMANCE AREAS

• Proactively identify and recruit schools within the designated Region.
• Build, consolidate and maintain excellent relationship with Education sector.
• Identify, establish and maintain excellent relationship with Education sector Strategic Partners in respectiveRegions.
• Undertaking a relationship review/assessment at least twice a year to determine and address:
  • Customer satisfaction
  • Risk/credit review
  • Product usage and cross-sell penetration
  • Needs gap analysis
  • Multi-banked situation, if any.
• Responsible for quality portfolio management for the following:
  • Growth of Overdrafts and Renewal of Overdrafts before expiry
  • Renewal of Insurance Premiums before expiry
  • Growth of schools related loans
  • Maintaining PAR below the Sector Industry Rate
  • Maintaining an NPL below the Sector Industry Rate
• Organise for educational seminars/workshop for existing and prospective customers in lieu of enhancing customer loyalty.
• External environmental scanning to assess the relevant economic and County trends, legislative and regulatory influences, key suppliers, markets, customers, competitors that may affect the school business.
• Conduct competitor analysis in the Region and in the Industry and advise the business to review the current pricing and product offering in order to remain competitive and relevant.
• Cross sell and advise on the appropriate product uptake based on the customer supply chain.
• Responsible for the growth of schools related loans and overdrafts in the Bank
• Any other duties as may be allocated by manager from time to time.

Qualifications

• A business related degree from a recognized University
• Banking qualifications, CPA's or an equivalent
• Master’s degree will be an added advantage
• A minimum of five (5) years relevant banking experience with a bias in relationship banking and customer focussed
• Excellent credit skills
• Ability to conduct thorough credit request appraisal.
• Ability to manage people to achieve specific results.
• Anunderstanding of the Banking Act and Central Bank of Kenya (CBK) prudential guidelines.

Key Competencies and Attributes:

• Ability to sell and network for business — Portfolio growth
• Excellent Analytical and Customer Relationship Skills - Opportunity management.
• Possess ability to work effectively under pressure and meet deadlines.
• Ability to work independently under minimal supervision
• Ability to communicate clearly and effectively
• Practical experience in use of Ms Office applications.
• Results oriented with excellent communication and social skills.
• A forward planner with clear focus, mature, reliable, hardworking and able to work without supervision.
• High integrity, reliable, outgoing and hardworking
• Strong Interpersonal Skills.
• A forward planner with clear focus, mature, reliable, hardworking and able to work without supervision