Job Vacancies at SBM Bank

Job Purpose

The overall purpose of this role is to achieve business growth for the Bank by recruiting new clients, selling bank’s products within personal banking and cross-sell other products, channels and services of the Bank. To enhance relationships with existing customers with an aim to deepen and increase share of wallet.

Key Responsibilities

Strategy
 

• Develop and manage pipelines from new and existing customers, referrals, cold calls and capitalize on this database to grow the book
• Prepare a sales plan in relation to the branch and department strategy and manage implementation of the same
• Increase wallet size for existing portfolio through cross-sell, up-sell and retention

Acquisition: Business Development

• Required to open set target accounts and ensure these accounts are active and of value balances.
• Meet individual loan targets for the retail book through workplace banking and other retail loan products
• Underwrite personal and retail loans through Credit Quest
• Ensure that individual portfolio asset quality is within the set branch target.
• Sell the full array of products, channels and services relevant to the retail clients and in line with key focus for the branch.
• Respond to customer enquiries, concerns and create positive solutions [consistency on impressive customer experience]
• Recognize, refer and cross-sell opportunities to the relevant business units
•  Prepare and submit on time the daily/weekly sales reports
• Consistently meet and exceed sales targets for loans, deposits, CASA, Channels and income
•  Actively participate in business activations & sales campaigns that support the growth of retail business at the branch
• Keep abreast with the bank’s products’ features, benefits and all regulatory requirements.
• Initiate, record and update all customer interactions through a variety of methods, including call reports and customer relationship management system
  (CRM)
• Attend approved seminars and community events.
• Maintain the sales environment, actively participate in regular sales and office staff meetings.
• Provide a customer experience that is consistent across all customer touch points.
• Maintain a professional appearance that is supportive of business
• Forward feedback from customers to the Branch Manager and recommend changes based on the feedback.

Compliance

•  Ensure 100% compliance to KYC, AML policies and account opening procedures in line with the bank’s policies and procedures and the Prudential Guidelines.
• Keep up to date customer records as provided by the Prudential Guidelines.
• Adhere to set bank TAT/ SLA on all processes including but not limited to Account opening, Loan processing, customer complaints handling.
• Keep up to date on the controls in place to protect the bank against criminal, fraudulent activities and unnecessary risk and exposure.

Human Resource

• Work efficiently as a team in the branch and offer good customer service to internal customers [staff in support units]
• Sign off BSC and individual performance targets for the year. Timely self- appraisal in line with the banks appraisal cycle
• Attend set trainings, sharing and application of knowledge learnt.
• Adhere to leave schedules to achieve Work life balance.

Customers of this Position

• Elite Clientele
• Personal/Workplace Banking Clientele
• Walk ins

Knowledge; Skills and Experience required for this Role
Job Knowledge

• Basic banking processes
• Business process
• Analyze credit and financial information.

Experience

• 1 year banking experience in related field

Education

• Graduate from an accredited University preferably in Business related course.

Competencies required for this Role

• Delivering Results and Meeting Customer Expectations
• Entrepreneurial and Commercial Thinking
• Working with People
• Relating and Networking
• Persuading and Influencing
• Achieving Personal Work Goals and Objectives
• Deciding and Initiating Action
• Planning and Organizing

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JOB SUMMARY:

Reporting to the Senior Manager, the role holder will be; Responsible for handling a specific portfolio of delinquent (1-90DPD)  Overdraft facilities within the Corporate, Retail and SME segments of the Bank, with the objective of putting in place and adopting appropriate strategies within policy guidelines and regulation to minimize credit losses and  ensure the  portfolio remains profitable in  line  with SBM Bank business objectives.

KEY RESPONSIBILITIES:

Operational - 55%

• Daily monitoring of allocated portfolio of delinquent term loans (1-90DPD) facilities to determine reasons for delinquency by application of sound credit judgment, collections strategy and process within pre-determined broad policy guidelines and regulation to minimize credit losses.
• Guide the banks policy by providing data that show main reason for accounts default, exposure per default reason as indicated in the in the process summary document.
• Using existing Collections reports and systems available from time to time, follow up clients within own portfolio to recover arrears.
• Undertake timely collections actions through effective communication and negotiate with customers on their overdrawn facilities while ensuring that subsequent actions on the facilities, if required, are not unduly delayed.
• Quick identification and escalation of Collections exceptions on own portfolio to reporting line that require approval or consideration of alternative recovery actions.
• Constant liaison with the business network to undertake appropriate measures on allocated Collections portfolio to offer alternative solutions for customers.
• Ensure individual performance objectives and measures are agreed with line manager.
• Efficiently maintaining an accurate diary of collections actions undertaken on own portfolio with timely follow-up of due actions.
• Ensure upload of all actions taken onto the Debt Collection & Collateral management system - DCCM

Relationship Management - 25%

• Respond to customer complaints and queries and escalate unresolved cases for collections management review and advice.
• Advise business head of all facilities due to expire, Expire and with hardcore tendencies and follow up for closure of the same.
• Application of world class customer service standards at all times while handling customers issues, walk in customers and customer correspondences assigned on recovery related matters.

Compliance - 20%

While the  role  holder is  expected  to  apply  reasonable  judgment to enhance maximization of  value for the bank at all times , commitment to guidelines below is  non-negotiable:

• Compliance with the SBM Bank Loss Recognition and forbearance policies.
• Compliance with Central Bank’s Prudential Guidelines and Risk Management guidelines.
• Compliance with Consumer Protection Act.
• Compliance  with  SBM  Bank’s customer  service standards , values and  habits.

KEY RELATIONSHIPS:

Direct Reports to this Position

• None 

Customers of this Position

• All the departments in the Bank.

KEY COMPETENCIES:

Knowledge; Skills and Experience required for this Role

• 2 years’ experience in a debt recovery function
• University degree in a Business related field from a recognized institution.
• Excellent Communication and Negotiation skills

Competencies Required for this Role

• Analytical and numerical skills
• Communication skills ( written and verbal)
• Inter-personal skills
• Negotiation and Influencing skills
• Spreadsheets/Database Skills
• Planning and personal organization
• Problem solving skills
• Service excellence
• Operational excellence
• Customer handing techniques

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JOB SUMMARY:

Responsible for managing digital projects and initiatives of digital channels – Mobile Banking, Online Banking, Digital Acquisition, Mobile Agency banking and related technologies and ensure provision of optimum functioning and availability of services to meeting customer needs.

KEY RESPONSIBILITIES:

• To ensure full availability (24/7) of the Digital channels in line with the IT policy, procedures and the Bank’s strategic plan.
• To liaise with all internal Service Delivery Divisions of the Bank in tracking and responding to customer queries / complaints to ensure smooth operations of the digital solutions in line with IT policy and procedures.
• Identify and track key metrics to measure solution success. Monitor the utilization of the solution against the product performance indicators, to identify areas for improvement and suggest measures that will increase return-on-investment 
• Support the launch of innovative digital servicing programs that deflect inbound calls/mail and support the self-service push. 
• Partner with the various business units in the launch of Fintech products and services to ensure a maximization of cross-selling opportunities and synergies for SBM Kenya.
• To manage relationship with vendors for technology solutions related digital channel in line with the SLA between the Bank and the Vendors.
• To Manage and mitigate risks related to technology solutions for the digital channels in line with Banks IT Policy, Regulations and Risks guidelines. 
• Coordinate the development of new and improved Service Delivery Digital channels and any other additional channels that may be developed, which meet the needs of the bank customers to ensure the bank remains competitive
• Use knowledge, experience and analytics to craft end to end user experiences that are contemporary, exciting, and efficient by virtue of being digitally enabled
• Manage all changes to LIVE IT systems and applications and ensure their continued availability and effectiveness.
• To review and document the application of the Software Releases/updates for digital channels in line with the IT Policy and Vendor specifications. JOB DESCRIPTION
• To ensure that periodic Backups are taken and documented, plan and supervise the quarterly DR Testing of the assigned channel Systems.
• Develop and document standard procedures for monitoring performance of the E-Banking Systems in line with IT Policy and procedures. 
• Prepare and coordinate the Preventive Maintenance Schedules line with manufacturer’s guidelines and IT Policy and guidelines.

KEY RELATIONSHIPS:

Direct Reports to this Position

• Officer - Digital Channels & Services

Customers of this Position

• All Departments in the Bank.

KEY QUALIFICATIONS AND COMPETENCIES:

Education, Knowledge, skills and Experience required for this Role

•  A degree in Bachelor of Science in Information System/Computer Science or related Technical Skills along with software development skills.
• Language: Java, C, C++, Html, Php. 
• Operating system: Windows, Linux. 
• Application: Microsoft office, Microsoft Visual studio.
• Database system: Oracle DB, MySQL, MS SQL 
• Good Knowledge of API, Webservics and various ISO protocols. 
• Writing skills: Ability to efficiently produce concise, organized reports. 
• Knowledge of and ability to utilize the processes, tools and techniques for gathering, analyzing, and communicating information about the competitive environment. 
• Knowledge of methodologies, tools and techniques for specific products; ability to develop product line processes and strategies. 
• At least 3-year IT working environment in digital payments space and electronic banking environment (Mobile & Internet Banking).
• Communication and interpersonal skills 
• Strong troubleshooting skills.
• Report developing skills. 
• Issue management and problem resolution skills. 
• Guaranteeing consistent delivery of across all digital solutions developed to ensure high quality customer experience.

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JOB SUMMARY:

The overall purpose of the role for Senior Officer, Quality Assurance is to audit interactions on calls, emails and social media, to measure performance and ensure delivery of effective service with utmost level of consistency.

KEY RESPONSIBILITIES:

Customer Experience - 40%

• Develop standardised Quality assessment framework to measure service quality across all customer touch points and within all units within the contact centre.
• Recommend process improvements based on strategic data insights from VOC activities.
• Ensure timely reporting of all productivity and quality reports as per agreed timelines. 
• Preparation of all contact centre MIS and service audit reports 
• Prepare weekly, monthly and ad hoc Contact centre KPI reports and engage stakeholders in coaching and cascade sessions. 
• Prepare weekly report on key customer issues for prioritisation and escalation to key stakeholders. 
• Use quality monitoring data management to compile and track performance at team and at individual levels.
• Generate strategic insights from Quality analysis reporting to drive continuous service improvement. 
• Analyse VOC reports and come up with action plans for closing the gaps identified.
• Quality monitoring activities, including regularly screening of incoming and outgoing customer calls, reviewing written responses from email and omni channel tool, and quality control testing to ensure that customer activities are being handled professionally, knowledgeably, and in accordance with company policies and procedures. 
• Ensure all agents are adhering to set quality standards and productivity measures.
• Resolution of recurrent quality gaps and coach agents and implement systems to prevent recurrence. 
• Regularly report to management team on employee performance evaluations specific to observations conducted through quality monitoring and screening activities. 
• Evaluate results of QA trends and collaborate to develop action plans for process improvement.
• Learn new products, services and programs and work with the appropriate organizational leaders to customize and/or update Quality Management standards and forms as required.
• Provide feedback and coach officers with regards to their quality performance
• Report deviances Operating Procedures to Supervisors
• Works closely with management to achieve goals and performance standards 
• Conduct weekly calibration session with Contact Centre team members
• Ensure all team interaction sessions are documented, signed, tracked and filed.

Financial - 20%

• Contact Centre financial reporting by ensuring accurate reporting of leads from cross sell initiatives at the Contact Centre
• Identify opportunities to push the Bank’s products and services by customarily requesting inward customers for stretched business and referrals, to aid in the proceeding with business growth of the Bank.
• Quality assurance framework reporting to Identify cross sell opportunities from customer interactions for follow up and conversion.

Risk and Process - 25%

• Identify opportunities, ensure compliance to business processes and improvement of quality services to customers. 
• Minimize exposures to and impact of risks associated with service provision in line with bank and regulatory policies.
• Ensuring all reports and activities comply with bank requirements in terms of rules, policies and directives that eliminate any audit findings pertaining to established policies, processes and tools to achieve optimal efficiency, compliance and cost containment.
• Handle all other business support initiatives as advised by the Contact Centre Manager / HOD
• To ensure compliance of Customer Service Standards, Contact Centre Operations, all bank processes and procedures by self and team – including Prudential Guidelines, RCSA findings, Internal Audit recommendations; provide constant education and escalation as required. 
• Comply with respective KYC, KYP and KYT procedures and be always alert to unusual or possibly suspicious activity, and report to Line Manager
• Risk Mitigation - Identifies and investigates possible operational risks involving all interactions (phone, email, social media etc.).

Learning and Growth - 15%

• Design Customer Experience training modules based on need analysis.
• Manage personal learning and development against personal development plan.
• Identify and support CC coaching training needs. 
• Work with contact center manager to design and implement effective contact center onboarding and training programs. 
• Coordination of Team IDPs and Training needs assessment and tracking compliance for team for laid down training plans. 
• Coordinates with training staff on processes and procedural changes and developments as required.

KEY RELATIONSHIPS: 

Customers of this Position

• Internal Customers
• Contact centre officers / supervisors.
• Branches 
• All departments of the bank.

KEY SKILLS AND COMPETENCIES:

Knowledge: Skills and Experience required for this Role

•  Bachelor’s degree in any discipline with a minimum of second-class honors upper division or equivalent
• Minimum 4-5 years’ experience in a contact center environment 
• Proficient use of MS Office applications and advanced knowledge of MS Excel and statistical packages 
• Certification in Quality Assurance an additional advantage
• Quality Assurance experience additional advantage 
• Good Communication Skills (written and verbal) 
• Thorough understanding of contact center practices and procedures
• Knowledge of Industry standards
• Work Force planning experience is highly desirable.
• Strong ability to multitask in a fast-paced changing environment. 
• Customer service management processes and procedures. 
• Excellent analytical and written communication skills 
• Report writing and presentation skills. 
• Good understanding of QA with coaching skills and abilities 
• Excellent interpersonal skills 
• Ability to communicate confidently and effectively.

Competencies required for this Role.

• Leadership and Self-Management 
• Excellent problem solving and analytical skills.
• Contact center knowledge and effective application of all relevant banking processes, policies and procedures. 
• Planning and organizing skills for effective planning and execution of tasks and projects within timelines. 
• Coaching and training
• Ability to work independently, self-directed and solutions oriented. 
• Reporting and Attention to details Delivering Results and Meeting Customer Expectations 
• Excellent written and oral communication skills 
• Quality orientation Entrepreneurial and Commercial Thinking 
• Excellent interpersonal skills 
• Customer focused and customer centric. 
• Planning and Organizing Analytical Skills

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JOB PURPOSE

The purpose of the Contact Centre Officer is to handle first line SBM Bank services across all bank products, including, answer inbound phone calls, emails, live chat, WhatsApp, social media, and any other interactions, with effective customer service, utmost level of consistency and quality to all customers. The Contact Centre is also a critical revenue generation point through cross-selling on customer interactions and scheduled campaigns.

KEY RESPONSIBILITIES

Customer Care (60%)

• To respond in a friendly, supportive helpful and timely manner to all customers who 60% contact SBM Contact Centre via telephone, email, social media, SMS or any other communication channel that is set-up at the Contact Centre
• Provide customers with accurate, relevant and useful information regarding all aspects of the SBM Bank Products and Services, exceed SBM Bank customers’ expectations by dealing with their queries, concerns and complaints in a friendly, facilitative and flexible manner
• Ensure that all customer queries, enquires and complaints are fully resolved on a ‘One Stop Shop’ basis
• Proactively manage all customer interactions and ensure that service levels are achieved
• Maintain high level of product knowledge sufficient for issue resolution, retention and customer education.  Ensure effective suspicious transaction monitoring especially for Card transactions to ensure detection, prevention and/or reduction of card transactions related risk.
• Ensure the complete and effective resolution of customer’s immediate queries or concerns at first point of contact – First Contact Resolution (FCR) and minimize repeat callers
• To ensure that issues escalated arising from customer queries are resolved within 24 hours to maintain customer satisfaction & loyalty • Tracking of generated sales leads and ensuring completion for an enriched customer relationship
• Attend Quality Assurance (QA) sessions and take corrective action highlighted by QA analyst
• Actively represent the customer throughout the organization, highlighting trends, suggesting and implementing improvements and feeding back to colleagues
• Use sound judgment and take decisions that will maximize customer satisfaction
• Update all customer interactions on Customer Relationship Management System (CRM) and follow up for closure within Service Level Agreement (SLA).
• To identify customer needs effectively and partake in cross-selling and upselling of products initiatives
• To help identify service gaps and give feedback on necessary corrective measures
• Effective time and stress management of self during shift.

Business Process (20%)

• Identify opportunities to push the Bank’s products and services by customarily requesting inward customers for stretched business and referrals, to aid in the proceeding with business growth of the Bank
• Continuously explore ways to improve the efficiency and effectiveness of service to enhance customer satisfaction and loyalty  Ensure accessibility and adherence to shift management and break scheduling
• Actively participate in weekly coaching sessions and implement corrective actions identified by QA analyst

Audit and Compliance (10%)

• To ensure compliance of Customer Experience Policy, Customer Service Standards, Contact Centre Operations, all bank processes and procedures by self and team – including Prudential Guidelines, Risk & Control Self-Assessment (RCSA) findings, Internal Audit recommendations; provide constant education and escalation as required
• Comply with respective Know Your Customer (KYC), Know Your Processes (KYP) and Know Your Technology (KYT) procedures and be alert at all times to unusual or possibly suspicious activity, and report to the Manager.

Personal Development (10%)

• Strives to continually improve personal performance in order to achieve team and departmental SLA’s and Key Performance Indicators (KPI’s)
• Takes responsibility for continuous self-development and own learning
• Works as part of a team and supports colleagues.

Knowledge; Skills and Experience required for this Role

• Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent
• Minimum B- in KCSE or equivalent
• Good Communication Skills (written and verbal)
• Minimum 1 year working within a customer service environment
• Customer service management processes and procedures
• MS proficiency – Excel, Powerpoint, word.

Competencies required for this Role

• Delivering results and meeting customer expectations
• Relating and networking
• Working with people
• Achieving personal work goals and objectives
• Adhering to principles and values
• Persuading and influencing
• Presenting and communicating information
• Following Instructions and Procedures

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Job Purpose

Responsible for budget planning & control, supports the executive management by providing comprehensive, in-depth and timely analytical financial reports that will allow them to make the informed decisions.

Key Responsibilities

• Financial/Performance Reporting and Consolidation (60%)
• Preparation of the daily, weekly and monthly management accounts in accordance with the generally accepted accounting standards (IFRS) and prudential guidelines
• Provide comprehensive, in-depth and timely analytical support to the organization through developing financial reports and presentations
• Ensure value added reporting to the board and executive to provide insightful analysis for management decision-making Assist in preparation of group and internal reports while ensuring adherence to timeliness and accuracy.
• Preparation of branch management accounts and branch analysis.
• Taking initiative to engage branches on their performance and analytical review
• Preparation of FTP and Cost allocation.
• Assist in the preparation of Board pack, ALCO pack, EXCO Pack and ad hoc presentations/reports depending on the management’s needs.
•  Daily and monthly preparation of key ratios (cost of funds, yield on assets and cost of income) and other financial ratios (gross loans to customer deposits, liquidity, non-funded to total income) and advising on the right mix
• Providing advice to branches on areas of improvement and low hanging fruits.
• Analyzing market trends and competitors through bank barometers.

Budgeting, Target Setting, Monitoring and Cost Management (20%)

• Prepare annual budget/ 3 year projections
• Ensure timely preparation of the budget calendar
• Develop budget by; Business Unit, Department and Branch
• Obtain board approval
• Set targets/objectives in accordance with the bank’s strategy
• Cascade the targets across the organization
• Reviewing, monitoring and managing budgets

External and Internal Audit Management(10%)

• Attending to auditors request to ensure a smooth audit exercise. (Internal and Statutory Audits).
• Preparation of the segment reports for inclusion in the audited financial statements.
• Preparation of Financial Risk Analysis reports
• Quality checks of the Audited financial statements to ensure that it is in line with the IFRS requirements.

Regulatory Reporting (10%)

• Assist on regulatory reporting.
• Continuous ratios monitoring and simulations
•  Always alert on new developments on CBK prudential guidelines, IFRS IAS and SEG guidelines.
• Assist to accurately and timely rendition of mid-month, monthly, quarterly, annual regulatory bank returns
• Liaising with regulators during on-site and off-site examination of the Bank

Knowledge; Skills and Experience required for this Role

• Good knowledge and application of International Financial Reporting Standards (IFRS)
• Knowledge of financial accounting, budgeting, control, and reporting principles, methods, techniques, and standards as applied within the company’s business environment.
• Good knowledge of CBK prudential guidelines, Kenyan tax laws and cross border tax laws.
• Proficiency in the use of personal computers and related applications such as MS Office, Advanced excel, PowerPoint, and information systems used in financial and/or accounting applications particularly those used to quantify and illustrate complex financial reports, comparisons, impacts, and/or projections.
• Ability to work in a highly demanding environment with time pressures and managing multiple tasks.
• Minimum of 5 years work experience in the Banking industry.
• Bachelor’s degree in either accounting, finance or economics from a recognized University
• Professional qualification in CPA or ACCA.

Competencies required for this Role

• Adhering to principles and values
• Well organized and keen to details.
• Good communication and presentation skills
• Good interpersonal skills, positive attitude and team player.
•  Delivering Results and Meeting Customer/stakeholder expectations
• Discretion when dealing with confidential information