Vacancies at I&M Bank

Role Purpose:

• CVM (Customer Value Management) and Engagement Lead is a strategic role responsible for developing and implementing robust customer lifecycle management programs and initiatives to drive customer engagement, loyalty, retention and maximize customer lifetime value. 
• The job holder will review data, customer behavior analysis and collaborate with stakeholders to implement impactful campaigns and customer engagement plans to deliver maximum revenue through optimal product uptake and usage.
• A high level of commercial awareness, strong analytical skills, the ability to work both autonomously as well as in collaboration with colleagues and partners, the ability to motivate people to embrace action plans and new strategies and work expediently and expeditiously are critical to succeed in this role.

Key Roles & Responsibilities:

• Develop and implement robust customer lifecycle management programs and initiatives to scale and extend the lifetime value of products across different business segments.
• Customer Value Management Strategy: Develop and implement data-driven strategies to increase customer value, focusing on revenue and retention.
• Revenue Growth: Deliver revenue growth by ensuring optimal customer engagement to achieve maximum product uptake and usage across different business segments.
• Cross-sell: Use data and customer behavior analysis to deploy smart and aggressive cross-sell models to drive and increase product holding per customer across different segments.
• Campaign Management: Lead end-to-end execution of personalized campaigns, including planning, segmentation, targeting, analysis and engagement.
• Customer Engagement: Create compelling content and offers for various products and channels to drive customer interest, conversion and product uptake.
• Portfolio quality: Deliver high portfolio quality across different segments by improving account funding, number of active accounts and product holding per customer.
• Churn management: Reduce customer churn rate by ensuring robust customer engagement and quality of product and service offering to increase the base of active customers.
• Data & Analytics: Use customer behavior data and KPIs (like ARPU, churn) to optimize campaigns and report on performance.
• Stakeholder Collaboration: Partner with Marketing, Business, and Digital/ IT to align CVM efforts with overall business objectives.
• Customer-Focused Service Delivery: Analyze customer feedback across different channels to identify customer pain points, understand customer needs and expectations and institute follow-up measures to address identified customer needs as opportunities for product or service improvement
• Team Support and Development: Train internal teams on campaign mechanics and best practices, fostering capability in CVM to drive overall business value. 

Academic Qualification:

• University Degree in Data Science/ Computer Science/ Engineering/ Business IT/ Economics/ IT or a related field.
• Master’s degree will be an added advantage.

Work Experience:

• 4- 10 years working experience in Customer Lifecycle Management/Customer Value Management/ Product Management/Customer Value Proposition/ CRM in Banking/Financial Services.

Essential Knowledge and Skills:

• Good knowledge of the Banking industry, trends and innovations.
• In-depth understanding of Products, policies and regulations.
• Deep understanding of Customer Lifecycle Management.
• Good undertaking of the competition and regulatory landscape.
• Prior experience in Products, Channels, Relationship Management or Customer value proposition.
• Teamwork and collaboration.

Technical Competencies:

• Excellent data analytics skills.
• Team player, self-motivated and result oriented.
• Good presentation skills.
• Excellent communication, planning & organizational skills.
• Strong commercial acumen.
• Customer service orientation.

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Job Summary:

The incumbent will be responsible for providing administrative support to Workplace Banking Schemes through invoicing, reconciliations, portfolio management and early debt collection management.

Key responsibilities:

 The Incumbent will report to the Workplace Banking Lead and will be responsible for:

• Timely and accurate preparation of schedules for invoicing and submitting the same to scheme companies.
• Following up on the invoices to employers to ensure 100% adoption.
• Thorough real time reconciliation of schedules to determine dropped/under-booked loans and engaging with employers on cause or reinstatement.
• Timely preparation of reports of dropped loans and determining the route cause for dropped loans with a view of taking corrective measures.
• Monitoring and following up of payments due from schemes, facilitating application of the funds and subsequent reconciliation.
• Maintaining a monthly tracker of loan repayment funds receipt and application.
• Preparing a monthly report on invoice adoption.
• Executing rollovers or restructures for qualifying Check off loans to stop further regression.
• Facilitation of refunds/misrouted funds to the employer and other payments to ensure a nil balance GL suspense.
• Reconciling schedules for salary processing for Government of Kenya.
• Responsible for stop orders issuance for schemes as a risk control officer.
• Following up on payments of existing customers who migrate to employers with no existing Memorandum of Understanding with the bank for continued remittance.
• Ownership and follow through for resolution of customers who have disputed deductions.
• Maintaining excellent Relationships to with all the scheme companies.
• In liaison with WPB RM, ensure good performance of allocated portfolio in terms on Portfolio at Risk and Non-Performing Loans.
• Monitoring of allocated portfolio to curb and cure any arrears and early vintages in good time.
• Identify and document any risk associated with allocated portfolio and raise concerns with the team leader with a view of mitigating the risk.
• Responsible for reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML policies & procedures.
• Takes primary responsibility for managing and minimizing the inherent and potential Risks
• Embracing a culture of Pamoja, support for each other and commitment to the branch and the Bank goals and aspirations

Qualifications and Competencies

• Bachelor’s degree from a recognized institution
• Minimum of 1 years working experience in the Banking Industry; with relevant experience in portfolio management, scheme loan administration duties and risk management.
• Sound knowledge of the Banking Act and the regulatory framework in the Financial Services Industry
• Able to apply financial knowledge and skills to achieve business goals.
• Able to identify and minimize potential and inherent risks.
• Proficient in the use of Banking and office management systems, Advanced excel knowledge a must with demonstrated experience in dealing with large data.
• Focused and able to spot business opportunities
• Building networks and maintaining strong relationships
• Has passion and drive to achieve results under difficult circumstances.
• Strong interpersonal skills to manage stakeholders at all levels
• Good problem-solving skills.
• Analytical skills and attention to detail
• Strong oral and written communication skills