Principle Accountabilities

• Customer Experience
• Manage all escalations related to diaspora support.
• Identify customer needs not met by existing products and the implementation of new products  and services.
• Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship. 
•  Manage the diaspora customer email -diaspora@hfgroup.co.ke
• Ensure customers are well supported on e-channels uptake to promote utilization.
• Ensure first contact resolution for all queries directed to you.
• Achieve departmental NPS score of 60.
• Collate customer feedback through interviews and online surveys to ensure that we meet customer expectations.
• Follow-up on diaspora SLAs and TAT
• Notify client about deposit renewals
• Financial Performance
• Educate clients on the features and benefits of all products
• Cross sell products to clients based on the needs.
• Support the diaspora Relationship Managers with account opening, loan processing, customer transactions and handling customer queries
• Operational Effectiveness and Support 
• Assist in management of NPL for diaspora segment in collaboration with RMS. 
• Assist plan for diaspora engagements including webinars, activations, trips and events.
• Close gaps/lapses identified; take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame. 
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines 
• 100% adherence to policies, procedures and statutory guidelines. Minimize exposure to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML regulations
• Achieving a ‘Good’ audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited. 
• People, Learning and Growth
• Proactively manage own learning and development.
• Deliver performance objectives set. Institute immediate corrective action where performance is below par. 
• Championing team training on matters related to homeward proposition. 

Key Competencies and Skills

• Technical Competencies
• Knowledge of Banking and Business Operations:
• Compliance and Regulatory Framework:
• Conceptual and Analytical Skills:  
• Product Knowledge
• Business Acumen
• Financial Acumen
• Customer Engagement internal & external
• Digital
• Leadership
• Commercial Banking
• Industry Knowledge
• Credit Analysis

Minimum Qualifications, Knowledge and Experience

Academic: 

• Bachelor’s degree from a recognized accredited university. 
• Certificate of Proficiency in Insurance COP will be an added advantage. 
• Being a CISI fellow is an added advantage. 

Professional: 

• 3-4 years’ working experience in a Customer Management role. 
• In-depth knowledge of the local and Diaspora Banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general commercial regulations and practices.  
• Appreciation of Diaspora Banking as a proposition. 
• Interaction/Understanding of CRM tools.