Vacancies at NCBA Group

Job Purpose Statement

The Retention Manager designs and implements customer retention strategies to increase loyalty and retain business. They analyze customer feedback, negotiate with customers, implement retention strategies, and compile reports for Growth & Commercialization Officers. In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products or services, and how to retain their business. To be successful as a Retention Manager, you should have a persuasive attitude, excellent customer relationship skills, and a passion for sales. Ultimately, a top-class retention specialist is able to improve revenue by creating lasting bonds with customers. In this proactive support role, the role holder is responsible for getting in front of issues as soon as possible and provides feedback on how to improve client retention.

Key Accountabilities (Duties and Responsibilities)

Financial 30% 

• Achieve of set revenue targets through the execution of growth and retention initiatives and activities.
• Responsible for the ownership of churn metrics & contracted revenue using the customer accounting model
• Monitor and review business performance and apply intervention strategies to ensure achievement of business growth.
• Educate customers on the value of our services

Customer 40% 

• Retention framework that entails loyalty and rewards programs as well as Customer Value Proposition (CVP) enhancements.
• Build and maintain customer loyalty through an engaging and attractive loyalty and monetization strategies
• Service Level Agreement (SLA) / Turn-Around Time (TAT), Net Promoter Score (NPS)
• Achieve Customer Satisfaction Index (CSI) benchmarks
• Analyzing customer behavior.
• Gathering information about customer complaints.
• Meeting with the sales team to propose customer retention solutions.
• Writing and presenting customer behavior reports.
• Building positive relationships with customers and business associates.
• Developing aggressive retention strategies based on customer feedback.
• Negotiating with customers to renew contracts and retain business.

Internal business processes 15% 

• Develop and manage robust competitor tracking systems to remain abreast of the market and the players. In line with this, identifying and analyzing new offerings from other banks and Fintechs in the market place proactively.
• Be an advocate for a continually improving way of working within the unit to drive efficient and impactful engagement and accurate delivery of service.
• Proactively participate in organisation projects.
• Audit, Compliance and Risk Management.
• Audit issues closed upon identification, or within the agreed time frames, whichever is shorter. Nil repeat findings.
• Implement, review and achieve the Customer satisfaction indexes.
• Implement engines/structure/procedures to support execution of customer growth through their lifetime customer journey.

Learning and growth 15% 

• Maintain a high team performance and engagement.
• Nil disruption to business / loss of business due to lack of appropriate numbers of qualified, available staff within the team.
• Up-to-date and actioned competency assessments and development plans for the team

Ideal Job Specifications

Academia and Professional Certifications:

• University degree Upper Second or Equivalent
• Relevant professional qualification in Marketing would be an advantage.

Experience:

• 4 years’ work experience in a financial services environment handling Marketing, PR or Business
• Development responsibilities. Prior experience in the development of growth and retention programs would be preferred.

go to method of application »

Job Purpose Statement

The Product Manager role is responsible for designing, developing, promoting and maintaining financial solutions and delivery channels that meet the needs of target customers/markets, at profit. The role is central to innovation in Digital Business and is thus the steward to the department’s innovation management process. The role holder is responsible Digital Business product management for the allocated portfolio/markets in the countries that the Bank operates in.

Key Result Areas

Product Development 50% 

• Manage feature development end-to-end; provide guidance and feedback to Product Analysts, Engineers and ensure everyone is aligned.
• Be the voice of the customer in the product development process
• Develop use cases documentation, Mockups for proposed customer journeys.
• Collaborate with other Managers in Customer Management, Operations, Portfolio Management , Data science and Engineers in cross-area features to build products.
• Drive teams to acquire necessary data in order to back assumptions, show value, and drive prioritization

Customer (Growth Product Management) 30% 

• Will work with the Senior Product manager toIdentify potential opportunity areas, determine how much impact we can have for our customers, evaluate and implement the most effective course of action.
• Will run experiments to improve signup conversion ratios.
• Will run experiments to improve lead-to-customer conversion ratios.
• Will run experiments to improve time-to-value for new customers.
• Will run experiments to send quality messages and notifications to customers at the right time.
• Will run experiments to remove bad friction from the user experience.
• Will run run experiments to increase the adoption of new features being built.

Learning and growth 20% 

• Drive the Employee Engagement initiatives within Product department.
• Maintain own high performance and personal growth.
• Help the other team members to achieve their career growth plans.
• Own up-to-date and actioned competency assessments and development plans.
• Drive close collaboration amongst the staff with other members of the Department, and with other relevant stakeholders across the Group operating business entities for the purpose of cultivating collective responsibility to achieve business goals

Ideal Job Specifications

• At least 5 years’ work experience, 2 of which should have been in a management capacity in a similar sized organisation having led successful business and product development projects and/or initiatives.
• 2+ years’ experience in digital payments and Digital financial services.
• Knowledge of multiple functional areas, including product management, engineering, UX/UI, sales, customer support, finance or marketing. Understanding of go-to-market commerce enablers (e.g., payments, loyalty, subscriptions, etc.).
• Ability to achieve strategic goals and evolve product strategy based on research, data and industry trends in an innovative and fast-paced environment. Excellent problem-solving, organizational and analytical skills.
• Ability to influence multiple stakeholders without direct authority.
• Experience with using A/B testing as tool to inform product improvements
• Proven capabilities in leading design thinking/co-creation engagements with leaders at senior levels.
• Proven experience in managing medium size & diverse teams; ideally experience managing creative teams of designers and developers

go to method of application »

Job Purpose Statement

The Growth & Commercialization Manager lives at the intersection of product monetization, marketing and development. The role holder is responsible for the execution of growth strategies that achieve consistent revenue growth and customer loyalty. They collaborate with the relevant internal stakeholders to understand customer behavior and thus achieve growth and Commercialization focused cross-selling models, revenue management plans, customer information management tools, loyalty and rewards programs as well as Customer Value Proposition (CVP) enhancements. The role holder is responsible for revenue growth. They must implement a framework for prioritizing growth and commercialization specific initiatives.

Key Accountabilities (Duties and Responsibilities)

Financial 30% 

• Achieve of set revenue targets through the execution of growth and commercialization initiatives and activities.
• Responsible for the execution of the business models, products and Go-To-Market (GTM)/Distribution strategies for the segment

Customer 40% 

• Develop and implement a robust growth and commercialization framework that entails cross-selling models, revenue management plans, customer information management tools, loyalty and rewards
• programs as well as Customer Value Proposition (CVP) enhancements.
• Build and maintain customer loyalty through an engaging and attractive loyalty and monetization strategies
• Analyze and segment target markets to determine the appropriate growth and commercialization initiatives to execute to attain business plans.

Internal business processes 15% 

• Develop and manage robust competitor tracking systems to remain abreast of the market and the players. In line with this, identifying and analyzing new offerings from other banks and Fintechs in the market place proactively.
• Be an advocate for a continually improving way of working within the unit to drive efficient and impactful engagement and accurate delivery of service.
• Proactively participate in organization projects.
• Audit, Compliance and Risk Management.

Larning and growth 15% 

• Maintain a high team performance and engagement.
• Nil disruption to business / loss of business due to lack of appropriate numbers of qualified, available staff within the team.
• Up-to-date and actioned competency assessments and development plans for the team

Ideal Job Specifications

Academia and Professional Certifications:

• University degree Upper Second or Equivalent
• Relevant professional qualification in Marketing would be an advantage.

Experience:

• 4 years’ work experience in a financial services environment handling Marketing, PR or
• Business Development responsibilities. Prior experience in the development of growth and commercialization programs would be preferred.

go to method of application »

Job Purpose Statement

The Acquisition Officer is a role within the Ecosystem function that is responsible for developing & ensuring the achievement of business growth targets through the Digital Business suite of financial solutions. This involves translating the business plans into acquisition strategies, developing targets, identifying growth opportunities and recommending the appropriate initiatives to achieve those targets. The role holder will adjust their strategies based on changes in the marketplace and will therefore play a vital role in driving the Digital Business capability to adapt to a changing marketplace influencing solution development and internal processes and capability to deliver. 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 Result Areas

Financial 40% 

• Develop and ensure execution of robust acquisition strategies to ensure the achievement of business growth targets.
• Achievement of set revenue targets for the Digital Business products and services by ensuring the implementation of various acquisition initiatives and activities.
• Develop marketing budget and ensure monitoring and control of marketing spend.
• Ensure return on investment on sales and marketing activities.

Internal business processes 15% 

• Development of a robust acquisition framework that defines the targeting and acquisition process for a customer.
• Develop and manage robust competitor tracking systems to remain abreast of the market and the players. In line with this, identifying and analysing new offerings from other banks in the market place proactively.
• Establish governance model for the customer acquisition function and ensure execution of the same.

Customer 30% 

• Customer profiling to ensure targeting and acquisition of the appropriate customer to attain business targets.
• Analyse and segment target markets to determine the appropriate acquisition and communications channels & strategy to be adopted to attain business plans.
• Maintain and nurture existing partner relationships through continuous engagement to ensure expectations are being met.

Learning & Growth 15% 

• Continuous competence development individually and for the team.
• Continuous evaluation of all marketing activities to ensure learnings are factored into the development of subsequent initiatives.
• Identify capacity constraints to ensure that both the team and its individual members are equipped and enabled to perform effectively and efficiently

Ideal Person Specifications

Academic qualifications:

• University degree (Upper Second or Equivalent), in Business majoring in Management, Marketing, Economics, Statistics, Finance, Administration.
• Postgraduate Degree in Business, Marketing, Strategic Management, Entrepreneurship and Innovation.

Professional training:

• Relevant professional qualification in Marketing would be an advantage.
• Proficiency in use of MS Office – PowerPoint, Excel, Word, MS Project etc.

Desired work experience:

• 4 years’ work experience in a financial services environment, 3 of which must be in a sales role in digital financial services.
• Experience and expertise in Performance Marketing through Digital Marketing tools for Social, Lead enrichment, Conversion Optimization.
• Possesses strategic thinking skills, creativity, persuasiveness, results orientation, assertiveness and tenacity to sell ideas
• Proven ability to develop brand and marketing strategies and effectively communicate recommendations to executive management.
• Proven track record in formulation and execution of sales strategy that resulted in business growth.
• Experienced marketing and branding background and intimate knowledge of consumer insights.
• Good understanding of the principles of marketing and communication and the ability to apply them.
• Experience in dealing with 3rd party agencies – leading the client-agency relationship.
• Up-to-date with latest trends and marketing best practices.