Area manager – Sales at NCBA Group

JOB PURPOSE STATEMENT

Digital Business is mandated to diversify the NCBA target market with a proposition that targets a complementary consumer mass market and the micro and small enterprise (MSE) market. Digital Business operates in all countries that NCBA is licensed to offer banking services, and shall also operate through partners in other countries that NCBA may not have a banking presence.
Digital Business product portfolio is organized along 2 distinct propositions; (i) mobile banking – offering a mobile-centric savings and micro-credit services to mobile money customers and (ii) digital consumer banking services offered to individuals and small/micro businesses. The purpose of the role is to provide guidance and support to the consumer /Merchants of the digital
banking service and ensure delivery of a unique brand experience. The primary role is to achieve quality business growth as well as deliver a prompt and exceptional customer experience to achieve the overall business targets in the Distribution Hubs. The responsibilities incorporate selling the digital banking service Loop to potential Consumers/Merchants in the assigned territory to achieve individual targets.

KEY RESPONSIBILITIES & PERCENTAGE (%) TIME SPENT

• Achievement of defined business targets through managing sales activities (Direct & Indirect) within the assigned portfolio/ store (30%)
• Manage & coach a team to deliver quality brand experience through all customer engagements (20%)
• Manage & coach a team to generate new business from existing customers in assigned sales territory (10%)
• Ensure 100% participation and target achievement in product promotional activities, customer events and scheduled product clinics (20%)
• 100 % Compliance to policies, processes and procedures (20%)

MAIN ACTIVITIES

Sales

• Champion the achievement of the defined business targets to ensure growth and profitability of the business within the assigned team.
• Lead a team to provide accurate and comprehensive product related information to all Bank’s customers (potential and existing).
• Lead a team to sell the assigned digital products in a proper, professional and efficient manner and ensure he/she does not do anything likely to impair or damage the reputation or business of the Bank.
• Cross-sell to ensure uptake of the full range of products offered.

Customer Service

• Provide product information and support to customers as well as effectively respond to customer enquiries to maintain consistency in the brand experience.
• Adherence to quality standards and SLAs within the service outlet to maintain the brand experience and customer promise.

Compliance

• Lead a team to ensure adherence to established processes and procedures. Identify potential risks to the service and product offering and provide mitigation strategies.
• Understand and comply with requirements of all relevant risk management policies.
• Use of CRM to capture customer information.

Other

• Assist in identifying customer needs not met by existing product and the implementation of new products/ services. Keep abreast of the rapid pace of product development to be able to sell new products.
• Assist in the organization and participate in Public relations activities and sponsorships that aim to improve NCBA’s brand image in the market.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• A university Degree. 
• 2 – 3 years of Customer service experience.