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  • Posted: Sep 19, 2018
    Deadline: Sep 26, 2018
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    HFC is the banking and property finance subsidiary of HF Group, offering fully fledged commercial banking and property finance solutions. These competitive solutions are customized to meet the unique needs of our customers. These include Retail Banking, Trade Finance, SME banking, Asset Finance & insurance Premium Financing, plot loans, construction fin...
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    Head of Operations

    Job Description

    Reporting To: Chief Information Officer 

    Overall Job Purpose

    The Head of Operations will be responsible for planning, development and implementation of policies, solutions and practices that drive efficiencies, and productivity within operations function, while playing an advisory role to senior management. The position will also be responsible for maintaining relationships with vendors and professional bodies/agencies that impact the operations of the business.

    Principle Accountabilities

    • Develop annual plans for Operations functions in line with the overarching business strategic objectives.
    • Oversee day to day functioning of Operations Departments and functions, which include Central Processing, Trade Finance and Channels Operations.
    • Develop and recommend strategic plans in respect to the above functional areas and monitor their implementations.
    • Review existing Policies & Procedures in operations and recommend best practices in the bank, while ensuring adherence to laid down standards and controls/regulations.
    • Oversee back office operations of the Bank relating to Foreign Remittance, Trade Finance and Treasury.
    • Evolve strategies to develop Trade Finance, Foreign Remittances and Treasury business volumes in co-ordination with the various Heads of related Business Units.
    • Drive Alternate Banking Channels initiatives within the bank, grow customer base and grow Non Funded Income.
    • Review and establish an effective Risk Control Structure for all documentary trade transactions, including regular monitoring and submission of relevant reports.
    • Establish and maintain mutually beneficial and adequate correspondent banking relationships, in line with the Bank’s overall business needs.
    • Develop strategies to centralize all back office operations in Head Office with a view to free front office of such work.
    • Take overall responsibility for the Bank’s automation programs within Operations with the view to optimizing technology and Human Resources.
    • Review and recommend policies for document management, automation of work procedures and delivery channels for Bank’s products and services with a view to provide quality and efficient customer service.
    • Develop measures that will drive performance and enable smooth delivery of service and ensure exceptional customer experience and standards.
    • Develop strategies, processes and practices that will ensure timely generation of accurate management information (MIS) for internal and regulatory requirements.
    • Effectively manage Human Resources within the departments so as to create a high performing, developing and cohesive team.
    • Ensure that staff training and development is carried out on continuous basis with a view to ensuring that the Bank has an adequate pool of staff with appropriate skills in key areas of the Bank Operations in liaison with HR department and other departments
    • Regularly update management on relevant global and or industry initiatives on Risk Management under operations, including implications and way forward for the Bank.
    • Establish a periodic submission/presentation of Operations functions reports to management including follow - up/implementation of actions agreed thereof.
    • Establish and maintain an effective risk & control self-assessment program ensuring any weaknesses noted are addressed on a timely basis.
    • Establish and maintain effective anti-money laundering procedures and controls, including reporting of any suspicious items thereof in line with regulatory guidelines in place.
    • Review all SWIFT transactions for any unusual items, paying attention to potential risk of Fraud and money laundering.
    • Establish and maintain strict discipline over clearing function to ensure only valid Bank clearing transactions are presented to the clearing house and on a timely basis.
    • Keep abreast of new developments in the banking sector’s clearing system and ensure the Bank’s successfully implements any resultant areas.
    • Maintain oversight of overall cost and overheads with the aim of ensuring that expenses are kept at the irreducible minimum
    • Oversee undertaking of annual budgetary exercises within the functions.

    Minimum Qualifications, Knowledge and Experience

    • A business related degree from a reputable institution.
    • A minimum of 8 years banking experience in ooperations in a large commercial bank, out of which at least 3 years should have been in Senior Management level.
    • Must be familiar / acquainted with Quality & Change Management techniques.
    • Exposure to Operations Excellence Model – TQM,LSS
    • Exposure to banking systems, operations and service delivery is mandatory.

    Key Competencies and Skills

    • High level of competency in Project formulation and implementation.
    • Thorough knowledge of budgeting and understanding of financial markets.
    • Good understanding of core banking business and systems.
    • Ability to translate the Bank’s corporate strategy into operational plans and performance management programmes.
    • Ability to define, communicate and implement essential operational changes to improve performance in line with the Bank’s business goals.
    • Thorough knowledge of CBK prudential guidelines.
    • Analytical and strategic thinking with ability to work under pressure and tight deadlines
    • Proficient in use of MS Office tools. 
    • Good interpersonal and communication skills.
    • Demonstrated good planning and organization skills.
    • Team player and must have integrity.

    go to method of application »

    Branch Business Manager

    Job Description

    Reporting To: Head of Retail Banking

    Overall Job Purpose

    The Branch Business Manager will be responsible for growing branch portfolio and balance sheet, and effective management of branch sales staff in order to maximise branch profitability.

    Principle Accountabilities

    • Generate and grow existing and New Business:
      • Develop strategies & execution plans to create new sales in all business lines in the branch.
      • Develop strategies & execution plans to ensure growth of existing business in the branch.
      • Prepare & execute sales presentations & activations.
      • Monitoring daily performance at the branch to ensure targets are met and developing corrective action plan where necessary.
      • Monitor & ensure customer service standards at the branch are met & maintained at all customer touchpoints.
      • Preparing relevant management Information reports on the branch performance within stipulated timelines.
    • People Management & Administration:
      • Manage the sales staff at the branch by providing ongoing individual coaching and training to assure ensure achievement of sales goals,staff retention and deepening team relationships.
      • Continuously review & appraisal of branch sales staff performance and immediate corrective action.
      • Ensure sales staff are motivated for maximum productivity.
      • Cultivate a team culture that enhances support for each other to ensure overall productivity.
      • Arrange, conduct or recommend appropriate training for branch staff to enable them carry out their duties effectively & efficiently.
      • Ensure discipline and adherence to staff code of ethics by Branch sales staff.
      • Ensure planned leave schedule & execution for branch sales staff.
    • Relationship Management:
      • Supervise the development of a call program for all clients.
      • Review the call program to ensure that it’s followed with call reports generated per visit for effective follow-up.
      • Ensure the branch attend to customer banking needs in a timely manner and manage their expectations.
      • Directing, motivating and developing staff so as to ensure a branch succession plan for branch continuity is in place.
    • Risk Management:
      • Develop a proposal for generating quality loan proposals that meets banks Risk acceptance criteria as per the credit policy.
      • Ensure that sales staff manage and maintain quality of Loan Portfolio in the branch.
      • Continuously review the branch credit portfolio to ensure that early warnings of default are addressed in a timely manner to avoid deterioration to bad debts.
      • Ensure that assigned sales staff are taking remedial actions on all delinquent accounts.
      • Ensure that the branch strictly adhere to banks operating procedures & policies to ensure all controls are observed.
      • Ensure the branch comply with AML/KYC guidelines in customer recruitments.
      • Review of compliance/Audit reports for the branch with the quest to ensure that corrective action & recommendations are addressed.

    Minimum Qualifications, Knowledge and Experience

    • A business related degree from a reputable institution, Masters’ degree is an added advantage.
    • Professional qualifications- AKIB/ CPA/ACCA.
    • At least 3yrs experience in sales management within the Banking Industry.
    • Strong credit underwriting skills.
    • Strong appreciation of banking operations, corporate, treasury, retail and transaction banking.

    Key Competencies and Skills

    • Ability to work independently under strict deadlines.
    • Good interpersonal and communication skills.
    • Analytical and basic accounting skills
    • Demonstrated good planning and organisation skills.
    • Strong leadership and management skills.
    • Selling, persuasion and negotiation skills
    • Report writing and presentation skills.
    • Team player and must have integrity.

    go to method of application »

    Call Centre Officer

    Job Description

    Reporting To: Team Leader, Call Centre

    Overall Job Purpose

    The Call Centre Officer will be responsible for providing a first line support to service and resolution to bank customer queries through the allocated support lines on call as well as respond to queries via email, social media and letters while ensuring that all the processes and procedures are adhered to.

    Principle Accountabilities

    • Receiving inbound customer calls and handling as per laid down procedures and observing call quality while raising Service Requests for escalations of issues that require further investigation.
    • Daily on-boarding of customers as per laid down procedures and observing call quality.
    • Manage customer queries received via alternative channels such as emails, letters, calls Facebook, Instagram, LinkedIn, Twitter and handling them as per laid down procedures and observing contact quality.
    • Pursue the achievement of business growth targets via selling and cross-selling of the Bank’s products and services through lead generation.
    • Contribute to product development and improvement through continuous feedback analysis collected by logging calls & correspondence.
    • Ensure timely and complete resolution of customer queries.
    • Provide daily, weekly, monthly and any other assigned Reports to support these activities.

    Minimum Qualifications, Knowledge and Experience

    • A business related degree from a reputable institution.
    • At least 2 years working experience in Customer service and /or Call Centre.

    Key Competencies and Skills

    • Ability to multitask and perform under tight deadlines
    • Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
    • Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
    • Must have comprehensive background with all aspects of Training (i.e. experience in the various skills within the Call center) and/or Quality Assurance in a call center.
    • Excellent knowledge of HF Group products and services.
    • Good understanding of the bank’s processes and procedures both in branches, service centres, central processing and mobile banking.
    • Knowledge and experience in managing social media pages.
    • Time management skills; can manage stress and pressure; focused and driven.
    • Understanding customer requirements.
    • Good planning and organisation skills
    • Team player and must have integrity.

    Method of Application

    Use the link(s) below to apply on company website.

     

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