Banking jobs, Managerial jobs, Customer service jobs,
Officer, Business Process Improvement
Job Purpose
Provide project leadership and coordination for Process Improvement and Automation Projects. Improve the efficiency and effectiveness of Operations through the application of Continuous Improvement and Lean methodologies. Ensure successful implementation of organizational change initiatives.
Key Deliverables
Strategy
- Constantly review key business processes to identify bottlenecks for process improvements and put in place remedial plans. Identify areas of concern, with a focus on risk and loss management, either proactively or reactively (based on actual loss event or audit finding).Lead remedial actions to address risk and loss (e.g., implement agreed actions identified by Internal Audit).Commission the mapping of new processes with relevant stakeholders
- Update business policies that relate to process improvement. Monitor processes to ensure that the loss or risk is sustainably mitigated. Once a new process is implemented, ensure the new process meets its objectives.
- Update business policies that relate to process improvement. Monitor processes to ensure that the loss or risk is sustainably mitigated. Following implementation of a new process, ensure it meets its objectives.
- Report on the performance of the quality management system and on prospects for development. Certify that the quality management system conforms to the requirements of the International Standards Maintain the integrity of the quality management system when changes to the quality management system are planned and executed
Assess existing business processes for their relevance and efficiency
- Work with business process owners to define the priority list of business processes that could be automated or simplified.
- Review the processes using productivity data, cost analysis and other means to determine what the improvement opportunities are. Determine if more research or analysis is required and what the most appropriate research would be. Further research could include activities such work study with people performing the process steps, desk-based research on alternative processes or reviews of incident logs and audit/assurance reviews.
- Make recommendations to process owners and other leaders in the business unit on which processes should be prioritized based on the research findings.
- Contribute to the development of business cases for process re-engineering that will require direct expense or formal projects to be launched by providing a view on the effort that will be required and the types of resources that will be needed.
- Develop the needs case for internal process changes or small enhancements and obtain approval from the business unit leadership and the process owner before commencing redesign work.
Drive the design of new and refined business processes
- Facilitate process design workshops with participants from across the process value chain. Document the to-be processes using process flow diagrams and supporting documents in the format as required by the bank (for example Aris or MS Visio maps).
- Engage with operational risk and compliance teams to review the new processes from a control and compliance perspective. Improve the control points if required.
- For processes that are completely new, work with business teams and project managers to conduct proof of concept exercises to test the viability of the processes. If required, make changes in the process steps.
- Identify processes changes that would benefit from running in live pilots before rolling out to the larger organization. Ensure that there is a mechanism in place to obtain critical feedback from pilot sites or divisions. Incorporate improvements into the processes before deploying.
- Where required, conduct process-based cost analysis on the different parts of the process including determining the commercial impact of the process changes in relation to previous processes. Ensure that any financial benefits that are realized in the new process are validated by Finance and accounted for in the project benefits.
- Lead the updating of requirements and process designs as new information comes to light.
- Assess the risks and potential impacts of new or updated processes on systems, related processes and control measures. Highlight the risks to the process owner together with recommendations for mitigating actions. Where technology changes are required due to process or control changes, participate in the development of the system specifications.
- For newly designed processes, ensure that the processes pass control assessments conducted by operational risk and audit teams. Close any gaps that they may identify and own the action items related to the process design.
- For selected processes, work with execution teams or back office teams to develop supporting service level agreements, uptime requirements and other key metrics.
Lead automation projects based on process improvements
- Assist all business functions in the organization in identifying areas of improvement by automation
- Coordinate automation initiatives
- Analyze and communicate the benefits derived from automation initiatives
Process governance and standardization
- Ensure that strict version control and document management is applied to process maps and supporting work instructions and RASCI charts.
- Act as a key point of contact during audit reviews of processes. Ensure that all the documentation auditors need to review processes are made available.
- Provide guidance to external contractors or consultants that are contracted to do process design work on the process standards, tools and methods used in the bank. On request, perform quality assurance on their process documentation.
- Track and monitor that all process changes are aligned to supporting items such as policy documents, detailed work instructions, job aids and reference guides
Risk, Regulatory, Prudential & Compliance
- Responsible for the implementation and adoption at a functional level of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes.
- This includes the consideration and approval of customers including those that require being subjected to Enhanced Due Diligence for on-boarding and continued business
Qualifications
Minimum Qualifications
Type of Qualification: First Degree
Field of Study: Commerce
Other Minimum Qualifications, certifications or professional memberships
- Project Management Lean Six Sigma Certification (Black or green belt certification will be an added advantage)
Experience Required
Intelligent Automation
Project Management & Business Process Management
3-4 years
Should have previous experience in a client facing organization and bank functions. Experience in continuous improvement is also preferred.
Analysis and Design
3-4 years
Substantial experience in process design in a services industry
Additional Information
Behavioral Competencies:
- Adopting Practical Approaches
- Challenging Ideas
- Checking Details
- Documenting Facts
- Examining Information
- Exploring Possibilities
- Generating Ideas
- Interacting with People
- Interpreting Data
- Seizing Opportunities
- Taking Action
- Team Working
Technical Competencies:
- Automation Acumen
- Automation Delivery
- Automation Literacy
- Continuous Improvement
- Continuous Process Improvement
- Creative Problem Solving
Manager, Relationship, Women Banking
Job Description
Job Purpose:
To grow and retain client relationships as per allocated segment/sector portfolio (Women Banking). To execute on the segment offering, related toolbox(es), initiatives and activities aimed at optimizing both client experience and profitability for the bank.
Key Deliverables:
Adhere to required compliance, legislative, regulatory, etc. requirements e.g., KYC.
Adhere to sound account management principles for optimal credit portfolio management execution (e.g., reduced excesses, unauthorised overdrawn accounts and overdue reviews).
Analyse, identify and recommend adaption of operational procedures to minimise risk.
Apply discretion to act on client instructions within defined mandate and escalates where applicable (e.g., client requests an EFT transfer to be made, the RM may act on the request if within allocated mandate).
Based on a client credit profile, make recommendations on how to structure future lending facilities for clients.
Conduct adequate due diligence at deal inception to minimise credit provisions and ensure sustainable bankability of all assets.
Conduct ongoing client reviews and ensures effective client service and delivery of own portfolio financial objectives.
Continuously source relevant market information and key trends in which clients operate, to enable proactive information sharing with the client and the rest of the team.
Correctly inform client of credit application information requirements (e.g. balance sheets, financial statements, management accounts and facilitates timeous submission thereof).
Educate customers regarding the value of using self-service channels (e.g., Internet Banking, ATMs and Mobile Banking) to empower customers and minimise ad-hoc service requests.
Educate customers with regards to lending application processes (e.g., vehicle finance, home loans, overdraft, credit card, cash, etc.), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g., minimum account balances, provision for debit orders and cheque payments, etc.).
Ensure a deep understanding of the client requirements through regular value-adding interactions with clients.
Ensure that all clients in the portfolio meet the segmentation criteria as per defined parameters.
Ensure the necessary indemnities are in place to receive instructions from the specific client via email or telephone.
Execute on toolbox(es) requirements as well as the defined segment / sector offering for clients in own portfolio.
Explore alternative solutions in the event of declined facilities from Credit where feasible and motivates for arbitration where necessary.
Formulate solutions on how to respond to a client’s needs and requirements accordingly (e.g. a client is experiencing a cash flow problem and the jobholder need to perform a full review on available current financial statements, potential payments which are due to the client, etc. and make suggestions on how to accommodate the client over a certain period, until the cash flow problem has been resolved. Determine affordability, refer to Credit if outside of the client’s estimated risk limit).
Frequently source feedback from the client on their experience and service levels and address areas of concern, as a matter of priority in collaboration with appropriate business units.
Identify and rectify revenue leakage for own portfolio.
Identify new business opportunities and expands opportunities across existing client base, in order to achieve defined financial budgets for the allocated portfolio, through optimal growth of assets and liabilities, transactional, margin management and revenue streams in line with agreed targets.
Manage and control client exposure and securities held to contain concentration risk within own portfolio.
Notify clients timeously of the approval / decline of credit loan facilities.
Prepare and submit quality credit applications for evaluation and/or approval by Credit, where required or oversees the preparation of credit applications by the RMA. Conducts credit reviews as and when required.
Proactively anticipate negative impact on portfolio influenced by market conditions; natural courses (e.g., drought); changes in legislation; and macroeconomic conditions.
Proactively plans and effectively manages timelines for annual credit reviews for the portfolio within the set timelines.
Raise, manage and follow up on queries to ensure the client is provided with constant feedback and that queries are resolved within agreed SLAs. Escalate all SLA failures timeously to minimise client impact, repetition of similar incidents and reputation to the bank.
Report on portfolio performance against targets, service, financial, compliance, credit, risk, etc.
Responsible for maintaining a healthy link between the Balance Sheet and Income Statement by managing the agreed margins at which facilities are made available to clients in the portfolio.
Structure and customise credit loan facility options to suit client requirements whilst effectively communicating the parameters and qualifying criteria of said facilities.
Qualifications
Minimum Qualifications
Type of Qualification: First Degree
Field of Study: Business Commerce
Type of Qualification: First Degree
Field of Study: Finance and Accounting
Experience Required
Relationship Banking (Client Coverage)
Business & Commercial Banking
5-7 years
Relationship management experience as a Business Banker or Relationship Manager. Experience in dealing with customers at all levels. Significant product knowledge including specialised products and financial structures. Experience in budgeting, forecasting, cost control and client financial analysis. Experience in preparing and motivating Credit applications is essential.
Additional Information
Behavioral Competencies:
- Developing Strategies
- Directing People
- Embracing Change
- Empowering Individuals
- Establishing Rapport
- Making Decisions
- Providing Insights
- Pursuing Goals
- Showing Composure
- Taking Action
- Understanding People
- Valuing Individuals
Technical Competencies:
- Economic Capital Management
- Financial Acumen
- Process Governance
- Risk Identification
- Risk Reporting
- Risk Response Strategy
- Risk/ Reward Thinking
Banker, Executive – Nairobi, Naivasha & Nyali Branch
Job Description
Job Purpose:
To proactively promote a relationship-based offering by being a dedicated and primary point of contact for customers in the Executive Banking segment, through the provision of banking solutions which meet their needs and in accordance with the specified value propositions.
Key Accountabilities
Customer service
• Identify customer needs effectively and open new accounts accordingly.
• Ensure that customers are assisted efficiently within the time frames laid down for particular transaction types – refer to 5 Star processes and high 5 process.
• Cross-sell products effectively.
• Ensure that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice.
Credit
• Implement all the required steps and controls when opening accounts to minimize the risks associated with new business.
• Gather complete and accurate data for the opening of loan accounts and granting of facilities.
• Refer matters outside scoring criteria, with the appropriate information, to Accounts Support for further investigation.
Business development
• Grow the Executive Banking new to bank customers, balance Sheet and Income statements in line with business strategic objectives
• Increase branch advances by responsible lending practices
• Sell the bank’s products proactively Legislative compliance
• Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act license categories.
• Complete disclosure to the customers in terms of accreditation, service fees, and commission.
• Ensure proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Center Act requirements.
• Responsible for the implementation and adoption within (indicate Department, Branch, or Section as appropriate) of all Compliance, Anti Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes the consideration and approval of customers including those that require being subjected to Enhanced Due Diligence for on-boarding and continued business.
Qualifications
Minimum Qualifications
Type of Qualification: First Degree
Field of Study: Business Commerce
Experience Required
3 – 4 Years branch banking experience, with exposure to customer service
Affluent Clients
Personal and Private Banking
3-4 years
Experience in sales and relationship management of customers and able to drive profitability and build relationships. Proven sales track record in the financial services industry. Knowledge of the bank’s products, services and digital platforms.
Additional Information
Behavioral Competencies:
- Convincing People
- Developing Strategies
- Exploring Possibilities
- Generating Ideas
- Interacting with People
- Interpreting Data
- Meeting Timescales
- Producing Output
- Seizing Opportunities
- Team Working
- Understanding People
- Upholding Standards
Technical Competencies:
- Banking Process & Procedures
- Client Servicing
- Cross and Up-Selling
- Customer Understanding (Business Banking)
- Financial Statement Analysis
- Product Knowledge (Business Banking)
- Risk Identification
Manager, Relationship, Private Banking – Mombasa, Nanyuki, Naivasha & Eldoret Branch
Job Description
Job Purpose:
Provide a relationship-based offering to high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals.
Proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for the customer and providing financial solutions which meet the customer’s expectations in accordance with the segment value proposition.
leverage the group’s reach & expertise resource capabilities to add value to both the customer and the bank.
Maintain a high level of integrity, professionalism and ethical standards whilst building valuable long-term relationships with customers.
Output:
- Acquire new customers (high net-worth affluent individuals) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy and sales targets.
- Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
- Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
- Comprehensively explore customers’ short and long term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers. Appreciate the implications of the customers’ lifecycle position and priorities.
- Conduct a comprehensive calling/contact management programme for all customers within own portfolio supported by call reports that document the salient issues and future opportunities identified.
- Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
- Ensure that the Customer is central to the entire life cycle approach of maximising sustainable value add to both the Customer and the Bank.
- Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals.
- Place equal emphasis on investment (non-borrowing) and borrowing customers.
- Commitment to Service excellence and superior service delivery aligned to SLA’s and turnaround time commitments.
- Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimize adhoc service requests. Assist with migration. Facilitate the migration of customers to self-service channels where appropriate.
- Ensure that customers are well informed with regards to lending application processes (e.g. vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g. minimum account balances, provision for debit orders and cheque payments, etc).
- Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable. Be prepared to articulate the value added if challenged on pricing.
- Ensure that qualifying customers (as defined by the Country segment value proposition) are timeously migrated from the Branch to the Private Banking Suite.
- Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
- Acquire new customers (high net-worth affluent individuals) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy and sales targets.
- Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
- Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
- Comprehensively explore customers’ short and long term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers. Appreciate the implications of the customers’ lifecycle position and priorities.
- Conduct a comprehensive calling/contact management programme for all customers within own portfolio supported by call reports that document the salient issues and future opportunities identified.
- Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
- Ensure that the Customer is central to the entire life cycle approach of maximising sustainable value add to both the Customer and the Bank.
- Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals.
- Place equal emphasis on investment (non-borrowing) and borrowing customers.
- Commitment to Service excellence and superior service delivery aligned to SLA’s and turnaround time commitments.
- Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimise adhoc service requests. Assist with migrationFaciltate the migration of customers to self-service channels where appropriate.
- Ensure that customers are well informed with regards to lending application processes (e.g. vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g. minimum account balances, provision for debit orders and cheque payments, etc).
- Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable. Be prepared to articulate the value added if challenged on pricing.
- Ensure that qualifying customers (as defined by the Country segment value proposition) are timeously migrated from the Branch to the Private Banking Suite.
- Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
- Ascertain when customers require specialist advice and arrange appropriate introductions with specialists. Generate and pass on leads. Follow up to ensure that the customer is satisfied with the service received.
- Determine when new or existing customers require Business Banking or CIB expertise and arrange introductions accordingly. Interact and build strong working relationships with Business Banking and CIB colleagues to entrench the holistic customer relationship with the bank.
- Interact frequently and build strong working relationships with enabler and fulfilment functions (including credit specialists, product specialists and wealth specialists) to shorten turnaround times and SLA’s are adhered to.
- Manage credit and operational risks in accordance with laid down policies and procedures.
- Take accountability for credit management of portfolio, including the completion of referral reports, taking action regarding exception reports to eliminate accounts in excess, ensure that all accounts are limited and that reviews occur timeously.
- Establish and build knowledge and understanding of product and credit application processes to eliminate reworking and ensure acceptable turnaround times for customers.
- Maintain proper records (filing, update customer records on bank system, etc).
- Ensure limits are loaded, market segment codes are correct, and all fields are captured accurately on the system. Take responsibility for the integrity of all data pertaining to the portfolio.
- Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, faxes, queries and complaints, etc.
- appropriate Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy.
- Follow proper procedures when closing accounts, including the recovery of outstanding funds/fees and retention of cheque books/cards.
- Manage subordinate (Transactional Banker / Private Banker’s Assistant) in accordance with HR performance management best practise- recruitment/development/retention/reward & recognition.
- Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care and being considerate of other team members.
- Actively seek to improve others’ skills and talents by providing constructive feedback, coaching and training opportunities to develop their abilities.
Qualifications
Minimum Qualifications
Type of Qualification: First Degree
Field of Study: Business Commerce
Experience Required
Affluent Clients
Personal & Private Banking
5 years
Experience in completing credit applications successfully.
Experience in sales, service, relationship management, credit applications and financial acumen (i.e., proven sales track record in the Financial service industry.)
Additional Information
Behavioral Competencies:
- Conveying Self-Confidence
- Developing Expertise
- Embracing Change
- Establishing Rapport
- Following Procedures
- Impressing People
- Meeting Timescales
- Seizing Opportunities
- Showing Composure
- Team Working
- Upholding Standards
- Valuing Individuals
Technical Competencies:
- Banking Process & Procedures
- Commercial Acumen
- Customer Understanding ( Consumer Banking)
- Financial Acumen
- Product Knowledge (Consumer Banking)
- Risk Identification
- Risk Reporting