Job Openings at NIC Bank Kenya - 2 Positions

Job Description

Department Technology and Operations

Section Customer Experience

Grade Band 5 - Manager

Responsible to Head of Customer Experience

Purpose of the Position:

• To implement and manage the operational business process management framework across various functions, ensuring quality of performance on Service Level Agreements with a view to enhancing customer experience.
• To work collaboratively across the bank’s business and operational units to improve business processes and customer facing systems and introduce innovation into the processes/systems to impact results, enhance profitability and ensure that business process/systems improvement outcomes are in harmony with the Bank’s strategic goals.
• To play an integral role in increasing Customer Satisfaction, Net Promoter Score and efficiencies tied to the bottom line through prioritized system enhancements and process improvements.

MAIN ACCOUNTABILITIES & APPROXIMATE TIME SPLITS %

ACCOUNTABILITY

OUTPUT 

• Business Process Improvement and SLA implementation: (55%)
  • Design and implement customer centric business processes in line with changing customer expectations and ensure they are operationalized in all customer facing business systems, challenging the status quo vis-à-vis the customer expectations to bridge the gap
  • Lead process improvement initiatives through customer journey mapping and work with cross-functional teams to coordinate and streamline business processes; identify risks and issues and prioritize processes to be improved.
  • Facilitate teams to critically review current processes for effectiveness, quality and simplification. Diagnose process “pain-points”; evaluate and develop alternative or effective solutions in liaison with key stakeholders.
  • Implement process solutions to improve operational efficiency and recommend innovative solutions to achieve operational effectiveness, promote implementation of best practices
  • Develop metrics to ensure processes improvement implementations are successfully measured and efforts are attached to improved Customer Satisfaction and NPS. Identify opportunities for business process optimization by analyzing the process data metrics.
  • Prepare and update business process dashboard reports to monitor and measure post implementation benefits to meet improvement targets and drive SLA adherence and Review.
  • Create, update and review documentation for new and existing business processes and drive integration of new process with existing business processes.
  • Provide training on new processes as needed.
• Operational Management (20%)
  • Keep abreast of industry standards and processes and initiate trials and site visits for benchmarking.
  • Include the Voice of the Customer, when developing and improving processes, to establish priorities, from the customer stand point of view.
  • Conduct User Acceptance testing for new products and services to ensure they pass the customer experience acceptable levels before launch.
  • Work directly with stakeholders to discuss & evaluate product feature requests and/or issues by institionalizing customer journey maps 
• Business Development (15%)
  • Develop strategies to increase the quality and efficiency of support to customers
  • Develop challenging quality metrics across the bank and monitor performance.
  • Contribute to product development and improvement through continuous feedback analysis collected through the process and product evaluations.
• Leadership and People Development (10%)
  • Build, develop and motivate high performance and workgroups committed to success.
  • Set challenging performance objectives and measures for for the workgroups and provide regular feedback and honest assessment on achievement.
  • Train, guide and provide leadership, direction and pace to working groups.
  • Be a role model for the workgroups, performing my duties wholeheartedly.
  • Invest in self development

Job Specifications (Ideal):

Academic Qualifications:

• Bachelor’s degree in a business related field Upper 2nd Class or equivalent.

Professional Qualifications:

• Project Management Certification and experience with MS Projects
• Lean and/or Six Sigma certification or other recognized Business Process Improvement Methodologies

Work Experience:

• 5 years working experience in Business Management or Customer service role within a Sales/ service environment, of which 2 years should be in Project management role
• High level of understanding of bank systems and those in the industry with practical experience in the use of workflow systems and a good understanding of technology.
• Practical experience with banking applications software and advanced user skills for relevant MS Office applications (Word, Excel, PowerPoint, Project, Visio)
• Skills required: Technical skills 
• Knowledge of Banking and Business Operations: Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures 
• Risk Management: Ability to point out risks that they may come across in touch point evaluations
• Compliance and Regulatory Framework: Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail
• Technology Skills: Technical skills to effectively perform and guide new system’s testing/implementation activities and tasks in a manner that consistently achieves high quality standards or benchmarks Personal attributes
• Strategic thinking with a good understanding and application of commercial and financial principles and view of issues in terms of costs, profits, risks, markets and added value.
• Strong planning and organizing skills to effectively manage and deliver on multiple deliverables; organize and schedule events; activities and resources and set up/monitor timescales and plans Ability to plan and organize self and work in order to achieve objectives and targets and able to overcome obstacles and move forward
• Results and Achievement Oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others she leads 
• Personal Ethics: Proactive, confident, energetic and able to work under pressure with a positive attitude
• Negotiation Skills: Must be a good negotiator, particularly in changing behaviour and work practices but always Win/Win
• Communication and Interpersonal Skills: Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
• Human Resources Management Skills: Leadership Skills, Team Building, Organizational skills and ability to train, develop and mentor staff and lead motivated teams.

Working Relationships:

Internal

• All Departments - for guidance and solutions to ensure all SLAs are in place and are implemented/met.

External

• Customers - for guidance and solutions to enhance customer service standards and business growth.
• Vendors- to ensure systems and process are aligned in providing a great customer experience • Kenya Institute of Bankers for self-advancement, enrichment and career progression.

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Job Description

Department: Corporate Business

Reporting: Head of Corporate & Public Sector

Job Grade: Band 5 - Manager

Position Location: Head Office

Purpose of the role:

• Responsible for maintaining existing and acquiring new Public Sector clients.
• Managing the portfolio to ensure that the bank maximizes its returns from the relationships.
• Ensuring that customer service levels are maintained at high standards.
• Key Responsibilities:
• Business Development;
• Identify and acquire new Public Sector clients to grow the liability and asset book.
• Cross selling bank products to ensure maximization of the customer wallet share.
• Develop and implement initiatives for maintaining strong relationships with existing customers as well as develop new relationships that guarantee a profitable portfolio of Public Sector Corporate customers.
• Carry out and document regular customer visits, observe outstanding turnaround time and ultimately ensure provision of quality service to all clients.
• Conduct regular reviews and analysis of the clients’ profitability and ensure compliance to banks risk policies.
• Assess and recommend high quality credit facilities for clients and potential clients and thereafter oversee completion of all related security documentation with a view to maximizing earnings and minimizing bad debts.
• Sourcing of market information and monitoring of product development and pricing of competitors and assisting in development of innovative financial packaging for clients, to counter competitive pressures.
• Staff Development and People Management
• Lead the Assistant Relationship Manager to ensure proper coverage of the assigned clients.
• Help team members to identify strengths and weakness in their own skills and attributes, review their self-development plans and ensure training and development needs are accommodated.
• Coach/mentor team members on relationship development, service quality and risk. Cross selling other bank products 
• Cross selling to all business units including Personal Banking/Business Banking/Asset Finance/ Treasury / Bancasssurance.

Academic Qualifications:

• A University degree(Holders of a Business related degree will have added advantage)

Professional Qualifications:

• Professional Banking Qualification (AKIB) or Credit Skill certification will have added advantage.

Work Experience:

• 5 years' proven working experience in a Banking environment, with sound exposure to Business Development and credit, 3 years of which should be at a management level, with at least two "succeed" ratings.
• Good understanding of the bank systems. Proven track record of consistently exceeding set targets.
• Excellent Banking product knowledge Versatility, flexibility, passion and commitment to quality service delivery.

Personal attributes

• Results Oriented & Aggressive attainment of goals: Be able to have a personal drive to achieve set goals enthusiastically
• Personal Ethics: Must possess a high level of integrity.
• Knowledge of Banking and Credit: Well round knowledge of banking operations and processes and excellent knowledge of credit standards and procedures.
• Decisive and Independent: Ability to work independently, consult and clarify where necessary and make informed and firm decisions.

Interpersonal Skills;

• Excellent interpersonal skills, with the ability to establish and develop relationships.
• Proactive Initiator: Must be pro-active, a self-starter and have the ability to anticipate and advice on strengths, weaknesses, opportunities and threats.
• Team work; Ability to work through teams, deliver high quality work within deadlines, and to meet team objectives
• Communication Skills: Excellent communication skills both written and oral, including the ability to convey ideas and positions clearly
• Negotiation Skills: Strong negotiating and decision-making ability.
• Human Resources Management Skills: Leadership Skills, Team Building and ability to train, develop and mentor staff.