Cash Management Implementation Officer at NCBA Group

To deliver exceptional performance through; customer product onboarding and training, new and existing product support, as well as business development across the board through cross-selling and attrition, to include both internal and external customers.

Key Accountabilities (Duties and Responsibilities)

Financial 20% 

• Increase channel uptake and utilization for customers through new to bank customer on boarding leading to increase in NFI.
• Increase channel uptake and utilization for customers through customer support, cross selling and attrition resulting to increase in NFI.
• Provide leads for cash management business growth from contacts obtained during customer service.
• Contribute to acquisition of new business through telephonic contact to bring in new transactions.
• Utilize the cash management and CRM data base information for cross selling opportunities by identifying customer’s needs

Internal business processes 10% 

• Participate in process improvement methods which are geared towards handling customer issues effectively and efficiently
• Self-familiarization and full compliance with the Bank’s operation policies, procedures and relevant Banking regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.
• Ensure the safety of the Customer’s & Bank’s information and assets as well as advising the relationship managers and Branches on best practice through knowledge sharing regarding procedures and investigative experience hence preventing fraud.

Customer 60% 

• Create a channel experience for customers and stakeholders by prompt service and channel awareness.
• Ensure high level TAT on product implementation.
• Maintain high level customer contact through phone calls.
• Ensuring high level TAT on all customer issues raised by providing solution/ ensuring solutions are provided to all issues raised.
• Liaise with the various related departments to have issues that ought to be resolved by the said departments resolved within shortest time possible.
• Maintain smooth and regular operations between cash management and our customers.
• Make proper follow ups of the assigned tasks i.e. handholding customers to reduce errors.
• Maintain a high level of professionalism when dealing with both internal as well as external clients.

Learning and growth 10% 

• Effectively utilize the eLearning and development modules and attend to courses relevant to the job holder.
• Attend to all scheduled trainings.
• Take responsibility to identify and be available for training and coaching opportunities.
• Proactively manage own learning and development.

Job Specifications

• Academic: University Degree in a Business/IT Related Field - Minimum Upper 2nd Class Honours

Professional:

• ACIB/AKIB Banking qualifications will be an added advantage.
• A professional qualification in IT or project management field is an added advantage.

Desired work experience:

• 1 year customer service roles in the financial sector will be an added advantage
• Proficient in Ms Office Suite – Ms Word, Power Point, Ms Visio, Ms Excel, Ms Access etc.
• Training other departments on channel procedures

NCBA Bank Core Value Behaviours (Performance Drivers)

DRIVEN:

Being bold when making decision that impact customers; these captures both the customer feedback and bank policies and procedure. It’s about working as a team and engaging the relationship team for output in decision making. It includes being passionate for one’s own growth by ensuring they take
eLearning courses and attending bank webinars.

OPEN:

Customer feedback should always be accurate and inclusive of both stakeholders’ thoughts. Being honest in our day to day interactions with customers whether through written or verbal communication. It entails being transparent when responding to customer queries and complaints.

RESPONSIVE:

Being responsive to our customers means responding quickly, efficiently and accurately. Responsiveness is not only about acting quickly, it’s about responding appropriately, showing concern for the outcome, following up and keeping customers informed. It’s about being proactive, using your initiative and always looking for ways to improve and innovate. It’s about adding value + speed.

TRUSTED:

Consistency and telling the truth when giving feedback to both internal and external customer. It includes ability to protect customer data hence upholding integrity. It’s about being accountable for our action, explaining our thought process and building trust from both internal and external
stakeholders.

Closing on: Apr 22, 2022