Principle Accountabilities

Financial Performance 

• Achieve the set monthly and annual sales targets for all the consumer Banking products for this segment.
• Prospect, anticipate and close all sales leads within the shortest time possible in an efficient way.
• Develop a clear aggressive sales pipeline for both existing and potential customers. 
• Prospecting and recruiting new customers for the various Consumer Banking products, understanding their needs and requirements. 

Customer Experience 

• Identifying 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. 
• Perform customer onboarding activities and touch activities as per CRM workflows.
• Manage all escalations related to diaspora support.
• 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

Operational Effectiveness  

• Attend to daily refers and excesses requests; Proactive management of NPL for assigned portfolio.
• Ensure compliance with operations risk requirements e.g.
• KYC, AML, Health & safety standards, security of Premises.
• Ensure good health of assigned portfolio by actively managing encroachments, Accountability reports and write offs. 
• 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 daily, weekly, monthly, quarterly 
• Use of digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service.
• Achieving a ‘Good’ audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited.
• 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.
• Utilize the MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable. 
• Present reports that facilitate informed and sound decision-making. Trends, insights and concerns with recommendations clearly elaborated.
• Achieve schedule adherence and availability targets as per Contact Centre productivity measures. 

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 the homeward proposition. 

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.