Vacancies at I&M Bank

Job Summary:

Manage the Foundation, develop and execute the Foundation’s strategy, direct the Foundation’s programs and operations, oversee resource mobilization, and build relationships with various strategic partners and stakeholders to deliver positive impact to society.

PRIMARY RESPONSIBILITIES:

• Work with the Board of Directors to fulfill the Foundation’s mission
• Lead the Foundation in a manner that supports and guides its mission as defined by its strategy
• Ensure that the Foundation’s mission is fulfilled through strategic planning, programs, and community outreach
• Report to and work closely with the Board of Directors to support their governance of the Foundation, seek their involvement in policy decisions, and engage them in increasing the overall visibility of the Foundation

Manage the Foundation

• Establish the policies and procedures for the day-to-day operation
• Develop systems and tools for proper management of all aspects of the Foundation
• Develop monitoring, sustainability and impact indicators that meets the strategic objectives of the Foundation and ensures project success
• Lead in the hiring and retention of competent, qualified staff for the Foundation
• Identify, negotiate with, and engage suitable third-party partners, vendors and services providers as required to support the Foundation

Execute the Foundation strategy, guided by the Foundation policies and procedures

• Lead in strategic planning and implementation to ensure the Foundation successfully fulfills its mission
• Oversee the identification and implementation of suitable strategic programs under the Foundation’s pillars
• Develop financial and investment strategies to ensure the financial sustainability of the Foundation and oversee timely internal and external audits
• Oversee the preparation of timely reports which accurately reflect the state of the Foundation

 Direct the Foundation’s programs and projects

• Lead in program design, monitoring and evaluation that leads to long-term impact, social progress, economic growth, and sustainability for communities
• Coordinate the review of requests, concept notes and grant proposals submitted to the Foundation for partnership consideration
• Lead in grant making and grant management
• Prepare partnership agreements and Memorandum of Understanding for         onboarded partners in line with the Foundation’s strategy.

 Establish and strengthen the operations of the Foundation

• Manage the day-to-day running of the Foundation’s secretariat
• Responsible for the Foundation’s overall annual work plans and operating budgets
• Responsible for the Foundation’s fiscal management which entails operating within the approved budget, ensuring maximum resource utilization, and maintenance of the organization in a positive financial position
• Ensure the Foundation’s legal requirements are adhered t

Work with I&M Bank marketing department, to provide timely communication, reports and information to all stakeholders

• Support the marketing department to capture compelling stories and up-to-date content that highlight the Foundation’s mission and values
• Support the marketing department to regularly monitor and evaluate social media platforms and websites to ensure that the implementing partners are providing adequate branding and visibility of the projects and identify areas for improvement
• In liaison with the marketing department, coordinate the preparation of promotion materials including brochures, posters, fact sheets, and newsletters

 Build relationships and network with strategic partners and stakeholders

• Identify and foster strong relationships with potential partners and stakeholders
• Establish and maintain relationships with various partners and utilize those relationships to strategically enhance the Foundation’s mission
• Lead and facilitate relationships with bilateral and multi-lateral donor agencies and Foundations, building and maintain a strong, effective network
• Represent the Foundation in local and regional forums and conferences on related matters of the Foundation

 Oversee resource mobilization

• Engage prospective partners and cultivate opportunities to access a wide range of resources
• Collaborate and facilitate co-financing opportunities for partner organizations
• Facilitate the development and production of knowledge management materials
• Oversee marketing and other communications efforts

Build a strong culture within the Foundation

• Grow an organization culture with appropriate values and ethical practices
• Ensure the Foundation can carry out its long-term objectives
• Invest in, coach and nurture staff to ensure growth and maximum utilization of their capabilities
• Ensure the Foundation continuously remains effective in its mission and mandate
• Strategically place the Foundation in the foundation and philanthropic field
• Stay abreast of current developments in the philanthropic field
• Work in ways that ensure the Foundation is aligned to the iMara strategy
• Enhance the credibility of the Foundation to its stakeholders
• Perform other duties as assigned by the Board of Directors

Qualifications

• Bachelor’s Degree in any of the following areas; Business, Social Sciences, and Humanities & Arts, or related field gained from a recognized university;
• A post-Graduate qualification in a relevant field from a recognized institution will be an added advantage.
• A master’s degree in any management or social science field from a recognized institution will be an added advantage
• Minimum of five (5) years’ experience in a philanthropic or charitable organization with at least three (3) years spent in management level in a significant organization(s) with similar operations

Core competencies

• Clear appreciation of corporate social investment and the vital role of the private sector in development including the Sustainable Development Goals (SDGs)
• Excellent leadership competencies including analytical skills, excellent organization and coordination skills and ability to make difficult decisions;
• Experience working with local and global stakeholders as strategic business partner, stakeholder and/or shareholder.
• Extensive experience in managing or working at top level management of a philanthropic institution
• Intensive experience with grant-making and donors
• Tested skills in proposal and report writing

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Job Summary

The Client Experience Manager ensures exceptional service delivery and a seamless client journey within the banking hall. This role oversees front-line staff, optimizes operational efficiency, and fosters a client-centric culture to enhance satisfaction and loyalty. Key responsibilities include managing client interactions, resolving escalations, and driving service quality initiatives aligned with the bank’s strategic goals.

Key Responsibilities

Client Experience Management

• Greet clients, monitor wait times, and ensure a welcoming environment.
• Address complaints promptly, escalating complex issues as needed.
• Conduct client feedback surveys and implement improvement strategies. 

Staff Leadership & Development 

• Support tellers, customer service representatives, and concierge staff.
• Organize training on service excellence, product knowledge, and compliance.

Operational Efficiency 

• Streamline processes (e.g., queue management, digital onboarding).
• Collaborate with IT, Marketing, and Operations to enhance client touchpoints.
• Ensure compliance with security, regulatory, and service protocols. 

Service Quality Initiatives

• Develop programs to reduce wait times and improve satisfaction.
• Set service standards and audit adherence through mystery shopping.
• Analyse feedback to identify trends and recommend improvements. 

Client Relationship Management

• Build rapport with high-net-worth clients and address personalized needs.
• Identify cross-selling opportunities and promote digital banking solutions. 

Reporting & Analysis

• Track KPIs (e.g., CSAT, NPS, wait times) and report to the Branch Manager.
• Use data analytics to drive service innovations and operational adjustments. 

Qualifications & Skills

• Bachelor’s degree in business, Finance, or related field.
• 3–5 years in banking/customer service, with 2+ years in leadership.
• Strong leadership, communication, and conflict-resolution abilities.
• Proficiency in CRM systems, Microsoft Office, and queue management tools.
• Knowledge of banking regulations (e.g., KYC, AML) and product offerings.
• Multitasking and problem-solving in high-pressure environments. 

Preferred Qualifications;

• Certifications: Six Sigma, CX Management.
• Multilingual capabilities.