Job Openings at Dorbe-Leit Solutions Limited

Are you a seasoned customer-centric professional with a bias for handling & resolving customer complaints & issues with a keen eye for making customers happy & enhancing customer experience? Are you interested at being part of a team focused towards transforming the real estate-student accommodation market in Kenya and beyond the East African region? If so, then this is the job you’re looking out for.

Purpose Statement of the Position

The jobholder will be responsible for delivering an excellent customer experience throughout the life cycle of the student from the check in day to check out day. The Customer Service Center Manager is expected to devise & execute strategies to enable the organization to deliver its brand promise to its customers; creating an awesome living experience at all the properties. The Customer Service Center Manager will be expected to create processes, systems & people capabilities to increase the tenure of customers (students) at all properties & manage profitability of the property as per the business plan.

Responsibilities

• Responsible for management of inbound and outbound calling processes, Email communications driven through system
• Coordinating smooth day to day running and operations of the Call Centre including setting of objectives for the centre’s daily operations, floor management and shift management for the team
• Undertaking performance management and KPI setting for the Call Centre team;
• Should be able to set up automated response systems, deploy call center monitoring systems, CRM linkage of IVR, call center agent level requirements of hardware for ensuring professional contact centre experience to customers.
• Shall be a transition manager identifying repetitive and transactional processes within the organization and delivering them efficiently through the internal contact center
• Is responsible to understand requirements from head customer acquisition sales and property operations and convert them into transactions which shall be delivered through a team of executives through inbound and outbound calls and email sending/receiving
• Providing advisory to management based on the Call Centre’s statistics, sales rates, costs, customer metrics and feedback from customers as well as the CRM system to aid in setting business objectives;
• High process and systems thinking to create standardization of activities and monitor performance across agents driving productivity and efficiencies
• Shall be in-charge of customer lead management process with targets on conversion of leads generated through social media, inbound enquiries and through on ground sales people
• Run campaigns in line with sales and marketing head through emails and calling
• Coordinate with Property operations head to enable transactions throughout the life cycle of the customers including but not limited to debt collection reminder calls, maintenance ticket management and closure, handling customer queries and complaints with proper and appropriate resolution
• Team development including training, coaching and mentorship on calls and email etiquette as well as acceptable service standards and in line with brand values
• Ensures adherence to systems and processes for timely and accurate reporting of various operational and financial MIS through system
• Overseeing end to end customer experience including customer management, advisory as well as customer surveys through all customer touch points;
• Managing content and script creation for all customer touch points as well as social media platforms in collaboration with the marketing team;
• Establish and maintain a customer centric culture among the team;
• Develop and implement operational policies and procedures in collaboration with other key stakeholders.
• Work in close coordination with IT team to further automate the transactions

Qualifications

• Bachelor’s/Master’s degree with 6-8 years in managing Contact Centre operations in any related sector (banking, insurance, telecom, Ecommerce), which involves high volume transactions
• Preference with someone who has been part of setting up contact center operations for any industry
• Working Knowledge of any ERP/CRM, system used to manage operations
• Energetic, motivated, and detail oriented
• Good communication skills
• People Management Skills
• Good financial acumen. Added finance qualification would be an advantage.
• Self-starter with a good business sense
• Creative and proactive approach towards challenges
• Ability to influence and build relationships at all levels especially with external customers
• Independent, resourceful and possess high drive to excel

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Our client is one of Kenya’s fastest growing banks with a network of 80 outlets and over 900 employees.

Over the years, the bank has developed a wide portfolio of transactional, savings, credit and micro insurance solutions to meet changing customer needs.

Their vision is to give Kenyans hope and a future, by listening and empowering them with relevant financial solutions.

Are you a customer-centric credit officer with a niche for managing relationships with the client, the bank & stakeholders? In line with business demands driven by our rapid growth, we are looking for a qualified, highly competent, talented and results driven individuals to fill the position of a Senior Relationship Manager-SME Banking. The role reports to the Head of Business Growth.

Job Purpose/Summary

The job holder will be responsible for business development & growth of the Small & Medium Enterprises (SME) portfolio by working closely with Senior Management, Leadership Team, Branch Management teams, Credit & other stakeholders in the Bank.

Responsibilities

• Implementation of the SME business strategy in line with the Bank’s overall strategy and business growth plan.
• Working closely with stakeholders in Senior Management, Leadership Team, Branch Management teams and Credit to increase market share of the SME segment in terms of customer numbers, products and service consumption and revenues while proactively reducing the non-performing loan book.
• Driving sales through effective leadership, guidance and performance management process within the branch network and relationships.
• Working directly with Branches and SME officers to drive account utilization and hence cheap and stable deposits.
• Identification and capitalizing on new market opportunities to expand presence, competitiveness and profitability through proactively selling of products and services.
• Improving the business environment and raising the profile for the SME business segment in the Bank.
• Establishing profitable banking relationships with SME clients by providing high quality banking and other financial services to SMEs where the Bank operates.
• Advise the Bank on SME market analysis and segmentation with regards to SME financial products, SME credit Risk evaluation processes, loan monitoring, collections and debt recovery procedures.
• In liaison with other stakeholders, ensure quality portfolio by effective identification of risks and their mitigations.
• Representing the Bank and business unit in forums, meetings and fast track the implementation of the relevant agreed action points.
• Any other duties that may be assigned by the supervisor

Qualifications

• A Bachelor’s degree in Commerce, Business Administration, Economics or Banking/Finance.
• At least 7 years of managerial experience with proven track record for delivery of superior results.
• Formal training in lending/relationship management.
• Masters in a Business related field will be an added advantage.
• ACIB/AKIB or Marketing course.
• Experience in relationship management in a lending role.

Personal Attributes

• High integrity
• Focus on delivery of results.
• Well groomed
• Articulate
• Team player
• Problem solving & decision making skills
• Professional decorum
• Business awareness
• Communication-verbal & written
• People person-managing relationships
• Initiative/self-motivated

Knowledge & Skills

• A detailed knowledge of bank’s products relating to the SME market segment.
• A goof knowledge of other banks products & services to facilitate cross-selling
• A good understanding of the current trends both in the banking industry & the corporate world of business.
• A detailed knowledge of the Bank’ liability products & of the Bank’s policies is essential.
• A detailed understanding of the relationship management concept.
• Business opportunity identification skills.
• Leadership skills.
• Negotiations skills
• Interpersonal skills
• Presentations skills.
• Good communications skills.
• Report writing skills.
• Credit skills.
• Financial analytical skills