Career Opportunities at Chai Sacco - 4 Positions

Purpose of the Job Enhance customer satisfaction through efficient and effective and quality products and services so as to support attainment of the Sacco goals and objectives.

Roles for the Customer Care Executive Job

• Ensure provision of quality service to customers
• Participate in implementing customer care policies and standards
• Participate in developing guidelines and standards for improving customer handling programs
• Receive customer requests; attend to daily customer complaints and follows up to ensure feedback is given and action taken as soon as possible.
• Handle customer complaints using set customer service policies
• Support in the generation of sales leads through their interaction with customers
• Consult with customers about their product or service needs and requirements.
• Inform customers of their account balances and ensure that members understand their statements well
• Assist clients with completing documentation as may be required
• Process the registration of members into the Sacco following the laid down procedures and forwarding the filled forms to the Branch Records Officer
• Promote Chai Sacco’s customer service charter by ensuring that it is strictly adhered to
• Administer Customer Satisfaction surveys under the guidance of the Branch Operations Officer
• Opening of new junior accounts, and ensuring that the junior accounts forms are given to FOSA for activation
• Keep in touch with all customers to monitor changes, need for new products from the Sacco and client visits.
• Compile feedback/complaints in report form and share with Branch Operations Officer
• Giving advice to the members by educating them on how they will invest and save wisely.
• Explaining to customers the different types of loans and credit options that are available
• Providing member’s advisory and education service as well as training members on loan eligibility requirements, qualification, use and repayment.

Customer Care Executive Job Requirements

• Diploma in Business Administration or Marketing
• A minimum two years progressive working experience in customer service, marketing or administrative function in a related organization
• Proven expertise in report writing, communication, negotiation, coordinating and planning skills absolutely required
• Creativity and the ability to innovate
• Strong commitment and passion to customer service
• Diplomacy, Public Relations and Corporate Affairs management experience.
• Must be able to work in a fast paced environment.
• Must have excellent organizational and time management skills.
• Excellent oral communication skills are required to speak effectively and with diplomacy to customers

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To support the Branch Manager in implementing marketing strategies of the organization at the branch level.

Roles for the Marketing Officer Job

• Implement all marketing and business growth strategies
• Sell and market all Sacco products
• Prospect for new business
• Prepare presentations for prospective customers e) Recruit new members to the Sacco
• Coach, train and supervise the Sales Representative to ensure targets are met.
• Collection of competitor’s intelligence and reporting of the same to Branch Manager.
• Keep in safe custody all marketing materials i.e. brochures, banners, tapes etc
• Preparation of monthly business report for the area
• Participate in trade fairs, marketing promotions, road shows and any other publicity campaign as may be assigned and providing reports on the same
• Liaison office in charge of ensuring that information is disseminated to members on time
• Carry out customer survey and ensure customer service is up to the standard.
• Member education – Pass Sacco information to the customers on any new policies that may be implemented
• Visit clients to get complaints/comments and handling complaints at the field level

Marketing Officer Job Requirements

• A Bachelors degree in marketing or related field
• A minimum four years progressive working experience in a dynamic service organization.
• Valid driving licence.
• Proven track record in implementing marketing successful programs.
• Business savvy.
• Creative and innovative.
• Excellent communication, influencing and presentation skills.

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Purpose of the Job Continuously ensure internal control systems, risk management and governance, procedures and policies with a view to minimize risk exposure for utilization of assets and other resources.

Roles for the Internal Audit & Risk Manager Job

• Develop internal control measures and organize regular review of internal control measures
• Develop annual audit plans for approval by appropriate authority and ensuring that routine audits are carried out as per agreed plan.
• Ensure compliance with the laid down internal controls, all Sacco policies and other statutory requirements
• Develop risk and compliance framework on the Society’s overall risk management strategies and annual work plans.
• Conduct discussions with line Managers on commencement and completion of all audits.
• Check the soundness of accounting procedures and reliability of financial records and reports
• Carry out investigations in the Sacco as the need may arise
• Ensure compliance with the policies, plans, procedures, statutory requirements and regulations
• Safeguarding assets and, as appropriate, verify the existence of such assets by independently appraising the
• Ensure operations or programs are consistent with established objectives and goals and that the operations are being carried out as planned
• Liaise with external auditors to foster co-operation, reduce duplication of effort and ensure appropriate sharing of information
• Advise management on external audit queries
• Guarantees complete confidentiality of records and information obtained during the course of audit jobs.
• Carry out audits and investigations and recommend remedial actions as per operational procedures requirements.
• Develop and maintain a sound audit manual detailing audit practices, procedures and standards
• Determine the accuracy and reliability of accounting records by analyzing systems and internal controls.
• Ensure audit working papers are properly prepared, referenced, reviewed and documented systematically.
• Prepare management reports as required
• Supervising, training and appraising staff
• Participate in the preparation and implementation of the strategic plan
• Review and evaluate the financial controls, systems, procedures, books of account, financial statements and periodic financial reports
• Assist in coordinating the activities of the Audit and Supervisory committees in consultation with the office of the C.E.O
• Participating in preparation and implementation of the strategic plan

Internal Audit & Risk Manager Job Requirements

• Masters degree in Finance or related field
• A Business related degree.
• CPA (K) /ACCA Qualification
• Five (5) Years working in a Finance function with a minimum 4 years auditing experience in a senior position.
• Membership in a professional body
• CISA certification will be an added advantage
• A firm understanding of internal auditing standards
• Able to integrate understanding of industry trends and vulnerabilities to identify future possibilities, opportunities and risks.
• Knowledge and application of Internal Audit standards in financial services industry
• Proactively review and recommend security quality improvements in line with technological and product changes.
• Ability to understand and document workflows and business processes.
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Organized; able to work both independently or in a team setting.
• Ability to identify solutions that effectively address business and control needs.
• Interpersonal skills to effectively communicate audit results to functional heads and other stakeholders.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance.

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Roles for the Head of Business Operations Job

• Lead in the development of the annual budgeting and financial planning for branch operations and oversee the management of the annual budget
• Develop and/or recommend business services procedures for the branches
• Develop and/or recommend reporting systems to maintain continual information; evaluate overall work
• Drive the society’s growth strategy by prospecting for potential business and expansion of branches
• Serve as a liaison between the branches and outside stakeholders
• Participate in hiring, training, coaching and mentoring Branch Managers
• Closely supervise Branch Managers’ and evaluate their performance
• Set quality customer care service procedures at the branches for both current and potential clients
• Ensure compliance of all the branches with all established policies and procedures
• Drive and coordinate special projects/new initiatives in the branches and handle special assignments
• Increase the effectiveness and efficiency of the branches by coordinating any communication between them.
• Contribute to short and long-term organizational planning and strategy as a member of the management team
• Prepare management reports as required
• Participate in the preparation and implementation of the strategic plan
• Co-ordinate operations of business services in the branches
• Analyze all generated reports related to the branches, forecast costs and expenses and analyze business trends

Head of Business Operations Job Requirements

• Masters degree in Business related field
• Bachelors degree in Business related field
• A CPA and ACCA finalist
• Minimum 6 years experience in operations in a similar set up
• Membership in a professional body Must be computer literate
• Strong visionary with proven leadership qualities. Strong strategic advisory and analytical skills. Ability to focus and execute on defined projects, with the potential to grow the business
• Strong interpersonal skills with excellent communications and presentation skills. Ability to define, build, and execute creative and realistic operational plans Excellent written and verbal communication skills Detail and logic oriented, with an attention to thoroughness.