Job Description
ALTERNATE BANKING CHANNELS MANAGER
August 17, 2023 Nairobi Full-time
JOB PURPOSE
Responsible for development, deployment and management of Alternative Business Channels that is mobile, internet, card, and agency banking with an overall aim of driving the bank’s alternative business to profitability whilst delivering superior customer service, operational integrity as well as meeting regulatory requirements.
KEY RESPONSIBILITIES.
– Development and integration of all existing and new delivery channels and services considering implications of customer expectations.
– Implementation of new ABCs at Branches as well as implementation of existing ABCs in new branches
– Identify and implement opportunities for migration of customers from high-cost branch and manual transactions to alternative and lower cost channels with the objective of reducing the cost-of-service delivery bank wide.
– Ensure successful implantation of ABC through collaboration with business partners within and outside the organization.
– Provide leadership in performance management, employee development, talent management and building a work environment that drives high performance and employee satisfaction.
– Track & monitor ABCs’ progress, provide ABC update reports and pre/post implementation reports.
– Manage support on ABCs to ensure smooth operations as well as issue resolution –Both onsite and offsite as well as via the Alternative Channels team.
– Identify and review product features based on internal customer feedback.
– Standardization and alignment of Alternative Channels with other business units
– Train the ABC team and end users on Alternative Channels.
– Conduct ABCs comparison with competitor offerings on services, promotions, and special offerings to ensure the bank’s ABCs are competitive and relevant.
KEY RESULT AREAS
Perspective Performance measure
Finance · Growth in channels uptake- agencies, ATM, Mobile, internet
· Revenue generated through alternative channels.
· Number of transactions through ABC
· Deposits growth – fixed, savings
· Deposits mobilization and growth – fixed, savings
· Cross selling of banks products
· Cost management -100% adherence to set budgets.
Customer · Level of customer retention
· Customer satisfaction index
· Good handling of vendor relationships
· Maintenance of a robust contact centre for customer accessibility
· Turnaround time of 24/48 hrs based on level of need.
· Handling channel related issues amicably and escalation
· Effective training of ABC agents and staff
· Adherence to SLA
· Adherence to customer service charter
Internal Processes · Internal Audit rating
· 100% adherence and compliance to all statutory policies and procedures
· Successful User Acceptance Testing (UAT)
· Review of product features based on feedback.
· Record and relay complete and accurate information
· Identify and mitigate ABC related risks
· Zero fraud tolerance with timely escalation of suspected cases
· Successful integration of all existing and new delivery channels
· Provision of ABC’s related reports
· Tracking & monitoring ABCs’ progress
· Vendors interaction and passing knowledge through UAT
People · Staff supervision, Leave Management, Staff motivation.
· Performance Management
· Talent nurturing e.g., through coaching.
· General conduct and work ethics of the staff in your department
· Planning, Delegation, Controlling, organising, directing, evaluation, implementation of the functions of department.
· Up skilling through support and capacity building on Channels
· Raise staff productivity.
· Attend relevant trainings.
· Succession planning, visionary and leading by example.
· Staff satisfaction index
· Talent management
QUALIFICATION AND EXPERIENCE REQUIREMENTS
– University graduate in a Business-related field (M).
– Certificate in project management
– 3 years working experience 2 of which must be in ABC and 1 in managing teams.
– Proven leadership skills
– Strong presentation and communication skills.
– Proven ability to generate new business.
– Possess strong analytical and interpersonal skills.
– Can make prompt decisions and be independent in problem solving.