Job Description
Purpose of the Job:
The job holder will be responsible for growth in the non-funded income, inflows, onboarding onto digital channels activities in line with the bank’s strategy and set policies and procedure guidelines of all legacy bank customers.
Reports to: Head- Digital & Transactional Banking
Job Description
• This is the digital channels champion who works with the Branch Business Development teams to champion uptake digital channels through: –
• Recruitment of New customers by on-boarding onto Lipa Na M-PESA, Card customers, Mobile banking and Internet Banking.
• Driving MPESA Agents recruitment in conjunction with the business development teams as per the laid down standards and CBK Guidelines as well as tracking and performance.
• Drive uptake of Channels products in the Branch as per agreed KPI’s for the existing customer base not on boarded.
• Ensure active M-PESA Agents based in their respective branches, through the uptake process and procedures, and follow up, assistance in terms complaints resolve and general guidance and Ensure Nil dormancy and income growth.
• Coordinate seminars, forums and Market Storms for market sensitization and provide forums for sharing feedback on the bank’s digital products.
• Support the Branch on dormant LIPA Na M-PESA, Rafiki Mkononi, Internet Banking, Card activations and dormant service renewals.
• Work with Central office team to resolve operational issues affecting Digital Channels Business and also ensure uptake of digital service innovations in the Branches.
• Carry out periodic and regular visits to digital channels clients to drive digital channels uptake with dormancy levels at below 5 %.
• Ensure that the digitization index is at 90% across all branches.
• Responsible for reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML policies & procedures.
• Hand hold new business development officers by providing them with guidance on how to grow their business.
• Preparations of periodic reports on digital channels performance.
• Other duties and responsibilities as assigned from time to time.
• Participate in customer surveys and achieve targeted metrics.
• Design, develop, improve and implement customer engagement strategies to ensure high levels of customer satisfaction.
• Follow up internally with support partners to ensure matters raised and rectified to conclusion.
• Follow up externally with support partners to ensure matters raised and rectified to conclusion.
• Manage both internal and external service SLAs.
• Ensure project delivery within set lead-times.
• Adopt all internal policies and procedures in relation to virtual banking both directly and indirectly.
• Monitor, identify and mitigate the unit’s risks related to virtual banking in conjunction with units such as Service Delivery, IT Security, Audit & Risk & Compliance
• Ensure effective performance management of resources that may be allocated from time to time.
• Ensure trainings take place as per set goals.
• Ensure attendance and completion of all in-house training.
• Inculcate and execute product management through support teams.
Knowledge; Skills and Experience required for this Role
• University Degree in a Business related field.
• CPA Part I or Diploma in Banking or Business Administration is an added advantage.
• Minimum of 3 years in in sales/client relationship management
• Minimum 1year exposure to digital channels operations.
• Able to apply financial knowledge and skills.
• Sound knowledge of the Banking Act and the regulatory framework in the Financial Services Industry.
• Experience in stakeholder management.
• Proficient in the use of Banking and office management systems.
• Basic Risk Management and prevention.
• Be commercially aware of digital payment, and digital products, systems and new innovations.
• Good MS Office product skills with a bias in EXCEL, Word & PowerPoint.
• Basic knowledge on AML (Anti- Money Laundering)
• Basic digital product management knowledge.
• Analytical skills.
• Strong training skills and experience, including change management.
• Excellent verbal and written communication skills, including to senior stakeholders, external partners and customer as the case may be.
• Strong analytical skills.
• Strong organizational skills in relation to self and the team.
• Able to develop and implement solutions both tactical & strategic.
• Attention to detail & accuracy.
• Ability to remain calm under pressure and find a solution in a complex and demanding environment.
• Willingness to travel on demand.
• Professionalism.
• Client focus.
• Decision Making & Accountability.
• Working with ease with others.
• Quick adoption to change.
• Business Acumen.