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Manager Operations Excellence and Controls

Principle Accountabilities

• Develop and ensure adherence to internal policies and both internal and regulatory procedures while handling Prudent cost management across the organization
• Continuous Process Improvements and Efficiency in Operations: Responsible for the delivery of day-to-day support, working with other stakeholders to provide technology solutions, process improvement efforts, and standardization across the organization.
• Coordinate the centralization and standardization of operational processes across the bank and in conjunction with other Quality control functions of the Bank.
• Continuous review, update, implementation and monitoring of adherence to the internal policies, procedures and manuals
• Implementation of service and efficiency improvement initiatives in the operations department to facilitate the transfer of best practices Ensure operational lapses at branch level are minimized.
• Periodic Branch Operations trainings to enhance bank operational skills at branch Level: Identify training needs and ensure these are met for all staff as appropriate
• Working closely with the relevant Head Office departments, ensure effective administrative support for all the branches, including resolving premises and other business-as-usual operational and service issues arising from time to time.

Key Competencies and Skills

Technical skills

• Technology skills: Computer literate with proficiency in MS Office.

Knowledge of Business Environment: Must understand local and global dynamics of the business environments facing customers

• Process orientation Ability to design documents and properly align business process

• Business process reengineering

Personal attributes

• Results Oriented: Be able to have a personal drive to achieve set goals enthusiastically

• Decisive and Independent: Ability to work independently, consult and clarify where necessary, and make informed 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 advise on strengths, weaknesses, opportunities, and threats.

• Teamwork; Ability to work through teams, deliver high-quality work within deadlines, and meet team objectives

• Communication Skills: Excellent communication skills, both written and oral, including the ability to convey ideas and positions clearly

Minimum Qualifications, Knowledge and Experience

Education/Qualifications:

• Bachelor’s degree in any Social Science or Business Management

• A postgraduate Degree will be an added advantage Professional Qualifications:

• Professional Banking qualification (AKIB)

• Lean Six-Sigma certification is preferable

Experience or background expected from the job holder:

• At least Eight (8) years’ experience in a banking environment with a track record of success Possession of experience in the Banking industry would be an added advantage

• Extensive knowledge of Banking theory and practice and the Central Bank’s rules, regulations, and procedures Possess thorough knowledge of banking products and services and also a wider understanding of the general banking universe or industry.

• Excellent and demonstrated leadership capacity, including possession of strategic development, monitoring, execution and reporting skills (Have a strategic outlook)

• Strong organizational, administrative and analytical skills, including oral and written communication skills, negotiation and interpersonal skills, and ability to motivate staff

Property Advisor 

Principle Accountabilities

• Create systematic and consistent lead generation from project marketing efforts, cold calling, referrals, lead generation services, and other forms of media. All engagements must be on the CRM.
• Ensure that all client engagements, from prospecting to closure, are in the CRM.
• Conduct surveys to identify the prices of competing properties on the real estate market and relay the same to their supervisor
• Provide periodic (daily, weekly and monthly) sales reports (client pipeline) to company management on sales operations and generated returns using CRM systems
• Build and maintain relationships with clients by providing support, information, and guidance through the entire customer journey.
• Participate in the promotion of property sales at organized events such as expos, site activations, and mall activations, among others.
• Follow up and ensure the preparation and approval of documents such as booking forms, offer letters, sale agreements and transfer documents
• Upload customer payment evidence to the CRM for validation
• Ensure customer payment plans are followed up on and all collections are done on time. Achieve 85% compliance with customer payment plans. Issue cancellation notices through the CRM as per policy.
• Ensure all mortgage clients are identified early and their mortgage applications are created and tracked centrally.
• Ensure compliance with real estate laws and policies when conducting property sales. Act with high levels of professionalism in all client engagements

Key Competencies and Skills

• Excellent communication, influencing and negotiating skills
• Good organization and administrative skills
• High integrity
• A strong team player
• Ability to perform with minimal supervision
• Ability to adopt a flexible approach to meet targets and the needs of the business

Minimum Qualifications, Knowledge and Experience

Academic Qualifications

• Higher National Diploma or Degree in Business Administration, Marketing, or a related field
• A competent user of the Internet, Microsoft Outlook, Microsoft Word, Microsoft PowerPoint, and Microsoft Excel

Experience

• At least 1 year of experience working as a marketer or sales executive in the real estate sector
• Experience in using customer relationship management tools

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