Vacancies at SBM Bank

JOB SUMMARY:

Reporting to the Director, Human Resources the role holder will be responsible for executing the agreed talent agenda with a primary focus on performance management. The individual will be responsible for collaborating with the business to instill a culture of high performance at SBM Bank Kenya. The role holder will collaborate with business leadership and management to drive market success through critical talent interventions.

KEY RESPONSIBILITIES:

Performance Management

• Design, regularly review, and implement the SBM Bank Kenya performance management framework across the bank.
• Develop and regularly review policies, guidelines, tools, processes, the performance management cycle, templates, forms, training material, employee reference material, standards, and inter alia important to the performance management system of the bank.
• Lead the blue printing, configuration, process mapping, UAT, and implementation of any technology solution specifically designed to aid the bank’s entire performance management system.
• Lead and deliver organization-wide training on the performance management framework, policies and procedures, tools and guidelines, the performance management cycle, and all related standards and processes.
• Plan regular training including refresher trainings on the use of the technology solution supporting the performance management system.
• Embed end to end performance management training in the New Joiner on-boarding program to complete within the 90 days of joining. Include elements of the training in the new joiner bank induction program.
• Ensure all line mangers are inducted into critical people management capabilities within 3 months of appointment into a people management role.
• Own and drive the successful annual cascade of organization strategy and implementation of country and functional balanced scorecards, team and individual business objectives, individual development plans and key milestone conversations. Ensure that all employees have signed BSCs at the beginning of the financial year.
• Develop and disseminate internal communication covering the key performance management activities and milestones beginning with publication of the annual performance calendar.
• Regimentally generate reports on overall compliance and share them with the Head – Talent Management as well as with Line Managers for review and accountability.
• Lead and own the conduct of quarterly audits of BSCs, IDPs, & PIP documents to test for quality and strategic alignment.
• Support the mid-year appraisal calibration process by collating robust data and analysis of performance appraisals across the entire bank.
• Train leaders and line managers on the calibration standards and process ahead of each calibration window.
• Support the full year reward management process by availing fully calibrated and signed off performance appraisals for the full year.
• Analyze performance data and provide insightful country and functional reports to leadership and management consumption and action.
• Effectively challenge all non-compliance to the bank performance management framework, policies, systems, and standard
• Guide and support the Learning Manager in the consolidation of organization wide IDPs and the development of thematic learning demands based on the IDPs.
• Work closely with employee relations to ensure tight governance around performance consequence management including ensuring aptly documented PIPs and subsequent processes as per policy guidelines and in line with labour legislation.

Talent Segmentation & Development

• Working closely with the Head – Talent Management lead the execution of the talent segmentation agenda across the bank.
• Conduct talent segmentation refresher trainings across the bank and ensure to cover all leadership teams.
• Develop the Talent Council calendar and communicate it in advance to all function talent councils.
• Facilitate biannual Functional Talent Councils and drive completion of development action plans across the entire bank. Coordinate the talent development budget with the overall learning budget.
• Ensure a robust, time bound talent segmentation process with clear output on: HiPos, Top Talent (H1 & H2), Critical Roles, Critical Skills, MVPs, Key Execution Pools, Succession Plans, and crucially, development plans.
• Work closely with Line Managers and Business heads to develop Talent profiles for Top Talent and HiPos and build a conversation deck consolidating these
• Guide the Learning manager on the integration of Talent council and talent development committee outcomes in the overall organization learning plan and budget.
• Act as Chief Talent broker proactively facilitating on the job learning, and leadership development interventions including Job Swaps, Job Rotations, Attachments, Business Visits, STAs, LTAs, secondments, etc.
• Track and report on talent development progress in line with the recommendations of the talent development committee and ExCo.
• Continuously benchmark globally to improve the quality of the Talent Segmentation agenda at SBM Bank Kenya.

Talent Pillars Collaboration and Support

• Participate in and support the Head – Talent Management with the delivery of the employee engagement strategy, communication of the engagement calendar of activities, and delivery of all signature engagement activities. In particular, own career development initiatives such as career clinics and workshops.
• Working in close coordination with the rest of the Talent team support the planning and administration of the employee engagement survey, collation of results, cascade of results and action planning.
• With guidance from the Head – Talent Management own key initiatives in the employee engagement agenda including planning for the HR Caravan, Career Development, Financial Literacy programs, etc.
• Participate in and support the deployment of leadership interventions with laser focus on any interventions directed at the talent council and talent development committee outcomes.
• Participate in and support Talent Acquisition initiatives as coordinated by the Talent Acquisition Specialist.
• Lead the implementation of the SBM Bank Talent Value Proposition including workshops to build awareness of our strategic intents.

Reporting and Analytics

• Lead the design and generation of talent analytics covering various aspects of talent management including: Performance, monthly J-M-L, JEDI (Justice, Equality, Diversity, & Inclusion), Workforce demographics and trend data, succession planning, critical roles and skills heat maps, among other talent related analytics.
• Work closely with the Head – Talent Management and HR Director to generate workforce analytics for consumption by the board and senior management.

KEY RELATIONSHIPS:

Direct Reports to this Position

• None

Customers of this Position

• All Departments

KEY KNOWLEDGE AND COMPETENCES: 

Knowledge; Skills and Experience required for this Role

Minimum of (6) years relevant experience, collectively, in the following areas;

• HR Generalist
• Performance management
• Talent Segmentation and Development
• HR Analytics
• Employee Engagement
• Experience in the development and deployment of performance tools such as OKRs, Balance Scorecard, is a desirable quality.

Academic and Professional Qualifications

• Minimum Bachelor’s degree in Human Resource Management or in a related field. Postgraduate qualification preferred
• Member of IHRM / CIPD / SHRM or any other equivalent, globally recognized accrediting body

Competencies required for this Role

• Strong Business acumen
• Strategic mindset
• Strong stakeholder management skills
• Customer Focus
• Leadership
• Strong Planning and Organizing skills
• Excellent oral and written communication skills
• Coaching and counseling skills

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JOB SUMMARY:

The purpose of the Officer, Customer Experience role is to handle first line SBM Bank services including, answer inbound phone calls, emails, live chat, WhatsApp, social media, and any other interactions, with effective customer service, utmost level of consistency and quality to all customers.

KEY RESPONSIBILITIES:

Customer Care - 65%

• To respond in a friendly, supportive helpful and timely manner to all customers who contact SBM Contact Centre via telephone, email, social media, SMS or any other communication channel that is set-up at the Contact Centre.
• Provide customers with accurate, relevant, and useful information regarding all aspects of the SBM Bank Products and Services, exceed SBM Bank customers’ expectations by dealing with their queries, concerns and complaints in a friendly, facilitative and flexible manner.
• Ensure that all customer queries, enquiries and complaints are fully resolved on a ‘One Stop Shop’ basis.
• Proactively manage all customer interactions and ensure that service levels are achieved.
• Maintain high level of product knowledge sufficient for issue resolution, retention and customer education.
• Ensure the complete and effective resolution of customer’s immediate queries or concerns at first point of contact – First Contact Resolution (FCR) and minimize repeat callers.
• To ensure that issues escalated arising from customer queries are resolved within 24 hours to maintain customer satisfaction & loyalty.
• Tracking of generated sales leads and ensuring completion for an enriched customer relationship.
• Attend QA sessions and take corrective action highlighted by QA analyst.
• Actively represent the customer throughout the organization, highlighting trends, suggesting, and implementing improvements and feeding back to colleagues
• Use sound judgment and take decisions that will maximize customer satisfaction.
• Update all customer interactions on CRM and follow up for closure within SLAs.
• To identify customer needs effectively and partake in cross-selling and upselling of products initiatives.
• To help identify service gaps and give feedback on necessary corrective measures.
• Effective time and stress management of self during shift.

Business Process - 10%

• Identify opportunities to push the Bank’s products and services by customarily requesting inward customers for stretched business and referrals, to aid in the proceeding with business growth of the Bank.
• Continuously explore ways to improve the efficiency and effectiveness of service to enhance customer satisfaction and loyalty.
• Ensure accessibility and adherence to shift management and break scheduling.
• Actively participate in weekly coaching sessions and implement corrective actions identified by QA analyst.

Audit and Compliance - 10%

• To ensure compliance of Customer Experience Policy, Customer Service Standards, Contact Centre Operations, all bank processes and procedures by self and team – including Prudential Guidelines, RCSA findings, Internal Audit recommendations; provide constant education and escalation as required.
• Comply with respective KYC, KYP and KYT procedures and be alert at all times to unusual or possibly suspicious activity, and report to the Manager.

Personal Development - 15%

• Strives to continually improve personal performance in order to achieve team and departmental SLA’s and KPI’s.
• Takes responsibility for continuous self-development and own learning.
• Works as part of a team and supports colleagues.

KEY RELATIONSHIPS:

Customers of this Position

• External Customers
• All departments of the bank

KEY KNOWLEDGE AND COMPETENCIES: 

Knowledge, Skills, and Experience Required for this Role

• Bachelor’s degree in any discipline with a minimum of second-class honors upper division or equivalent.
• Minimum B- in KCSE or equivalent.
• Good Communication Skills (written and verbal).
• Minimum 1 year working within a customer service environment.
• Customer service management processes and procedures.
• MS proficiency – Excel, PowerPoint, word etc.

Competencies Required for this Role

• Delivering results and meeting customer expectations
• Relating and networking
• Working with people
• Achieving personal work goals and objectives
• Adhering to principles and values
• Persuading and influencing
• Presenting and communicating information
• Following Instructions and Procedures