Jobs at NCBA Group

JOB PURPOSE STATEMENT

The General Manager for our automotive ecosystem platform will play a pivotal role in shaping the vision and strategic direction of the product (CarDuka).

This role is responsible for overseeing all aspects of our platform's operations, ensuring seamless collaboration and value creation among automotive value chain partners, which include car dealers, financing partners, garages, insurance companies, tracking companies, and spare parts suppliers.

The General Manager will lead a dynamic team, drive innovation, and facilitate partnerships to create a holistic and efficient ecosystem that enhances the automotive experience for consumers and businesses. Ultimately, the General Manager is entrusted with achieving sustained growth, profitability, and industry leadership while maintaining the highest standards of quality and user satisfaction within the automotive ecosystem.

KEY RESPONSIBILITIES:

Vision and Strategy:

• Develop and articulate a clear and compelling vision for the Carduka’s growth and impact within the automotive industry.
• Create and execute a comprehensive strategic plan that aligns with the Carduka’s objectives.
• Develop operational plans for product growth and improvement of sales. Ensure that all aspects of the business operate smoothly.

 Stakeholder Engagement:

• Forge and nurture strong relationships with key stakeholders in the automotive value chain, including car dealers, financing partners, garages, insurance companies, tracking companies, and spare parts suppliers.
• Leverage these partnerships to enhance the platform's offerings and value proposition.

Team Leadership and Development:

• Build and lead a high-performing team, fostering a culture of innovation, collaboration, and excellence.
• Provide guidance and mentorship to team members, promoting their professional growth and development.
• Oversee the hiring, training and performance management of staff.
• Be involved in staff  selection, training development, scheduling, performance management and ongoing professional  development of employees

Product Development and Innovation:

• Oversee the development, enhancement, and optimization of the platform to meet the evolving needs of the industry.
• Drive innovation in product features and services to maintain a competitive edge.
• Ensure a data-driven decision-making process across the organisation
• Work closely with product owners to ensure product market fit

Financial Management:

• Manage the Carduka’s financial health, including budgeting, and investment decisions.
• Ensure financial sustainability and profitability.
• Manage the annual budget to ensure objectives are met within financial and resource constraints

Marketing and Branding:

• Develop and implement effective marketing and communication strategies to raise brand awareness and attract users.
• Manage public relations, brand identity, and marketing campaigns. Implement brand strategies aimed at building the product’s brand.
• Devise advertising and promotional plans and be involved in product positioning and global brand marketing development

Legal and Regulatory Compliance:

• Ensure Carduka operates within all legal and regulatory frameworks.
• Oversee contracts, agreements, and compliance matters.

User Experience and Satisfaction:

• Prioritize a seamless and positive experience for all platform users.
• Address customer feedback, resolve issues, and maintain high standards of user satisfaction.

Innovation and Research:

• Stay abreast of emerging trends and technologies in the automotive industry.
• Lead research and development efforts to enhance the platform's capabilities.

KNOWLEDGE & SKILLS:

• Ability to define the long term business strategy while also addressing the  hands-on tactical needs of the business at all levels
• Proactive, ethical, high energy, hands-on manager with great  interpersonal skills to function across all levels of the organization as well  as with external entities
• Thoughtful and demonstrates good judgment and strong decision-making  based on accurate and timely analysis
• Strong organizational and project management skills; attention to detail
• Proven business management experience in an unstructured and fast paced environment
• Proven experience building strong business partnerships and executive  presence; able to establish credibility and support with other stakeholders
• Outstanding time management skills
• Results-oriented approach to work; willingness to do whatever it takes to  help the team
• Ability to identify and implement efficiencies and process improvements
• Able to deliver highest standards of customer service
• Strong problem solving and creative skills 
• Understand the extended enterprise and have an appreciation for value creation based on understanding of overall vision for the business

QUALIFICATIONS:

• Minimum of 12 years of sales and business development experience with increasing levels of responsibility
• Proven track record of leadership in a dynamic and innovative environment, preferably in a tech or platform-based startup.
• Strong understanding of the automotive industry and its value chain.
• Exceptional strategic thinking and decision-making skills.
• Excellent interpersonal and communication abilities.
• Financial acumen and the ability to manage budgets.
• Demonstrated experience in building and leading high-performing teams.
• A deep commitment to innovation and user satisfaction.

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Job Purpose Statement

Provision of strategic, high quality, timely and effective secretariat and corporate governance support to the Group, through the development and management of systems and processes for corporate secretariat, governance assurance and monitoring of related practices affecting the Group.

Key Accountabilities (Duties and Responsibilities)

Perspective   % Weighting

(to add up to 100%)    Output

Financial 10% 

 Responsible for supporting the achievement of profitability of the Group through prudent financial management / cost savings of the set departmental budget via tracking and maintaining expenditure within the prescribed limits.

Internal business processes  65%       

•  Provision of Company Secretary services, including planning for and attending delegated meetings, preparation and/or distribution of requisite papers, recording the minutes and coordinating activities thereof for the Bank and applicable local subsidiaries.
•  Maintenance of records of minutes of meetings, preparation of resolutions thereof for implementation, maintenance of statutory registers and administration of statutory filings and returns relating to Board and corporation activities for the achievement of strategic objectives.
•  Administration of Board and Management information on matters Governance, including interpretive notes on changes to laws affecting the Group in support of the governance strategic planning process;
•  Preparation of the department’s work plan and coordination of key governance activities in line with the governance strategy / framework.
•  Drafting and periodic review of governance policy and procedure documents for recommendation of enhancements vis-à-vis governance best practices.
•  Engagement with and coordination of activities relating to statutory bodies including but not limited to Business Registration Service, Central Bank of Kenya and Capital Markets Authority.
•  Review of contractual documentation relating to the Group businesses for conformity to regulatory governance policies and standards.
•  Preparation, indexing and circulation of assigned Management and/or Board documentation; tracking of deliverables mandated thereof; and collation of data and information for decision making.
•  Preparation of statutory Corporate Governance disclosures requirements.
•  Provision of interpretive and advisory services in relation to corporate secretarial and legislative / regulatory requirements affecting the Group.
•  Provision of Management Information on emerging trends and changes in regulatory and governance best practice developments.
•  Maintenance of the content on the Group Companies’ websites in relation to governance related corporate disclosures.
•  Monitoring / tracking compliance with the continuing obligations under applicable Listing, Disclosure and Transparency Rules and regulations; and preparation of Securities Exchange disclosures and governance returns.
•  Research and best practices insights vis-à-vis the Group’s governance and stakeholder management practices, including benchmarking to ensure appropriate mapping for related reviews.
•  Research and development of relevant informational content for Staff training to ensure compliance with the corporate governance requirements applicable to the Group.
•  Supporting with the coordination of the statutory Governance and Legal and Compliance audits and internal audit reviews and facilitating and tracking closure of audit findings as per Management commitments.
•  Supporting Management in the development and coordination of activities for undertaking the Board Evaluation process in line with regulatory and best practice guidelines.
•  Effective supervision of direct report(s) and collaboration with Group functions in furtherance of the Group’s corporate governance objectives.

Customer 15%

•  Driving customer satisfaction through adherence of set SLAs and issuing stakeholders timely feedback.
•  Promoting a good governance, compliance and ethical culture within the Group by providing guidance, collaboration and consultation, and coordination on relevant programs.

Learning and growth 10%      

•  Delivering the set performance objectives and managing personal and direct report’s learning and development to build capacity, and devote time to undergo coaching and training opportunities.

NCBA Values

•  Driven - We are passionate, make bold decisions and learn from our failures. We seek new challenges and appreciate different views constantly raising the bar. We explore our full potential.
•  Open - Our interactions are candid, honest and transparent. We listen to each other and  our clients. We are inclusive and always respect each other.
•  Responsive – We put our customer’s interests at the heart of all that we do. We are proactive, act quickly and resolutely to deliver results. We keep it simple and seek new ways to improve.
•  Trusted - As a trusted partner we do what is morally right always. We keep our word. We are accountable and believe in each other.

Ideal Job Specifications

Academic:

•  An undergraduate degree or its equivalent in a Business-related field or Law.

Professional:

•  Company Secretary Certification by the Institute of Certified Secretaries of Kenya (CPS-K) in good standing. Certification as an Accredited Governance Auditor will be an added advantage.
•  Corporate Secretarial and/or Governance practice in a public company listed on the Nairobi Securities Exchange will be an added advantage.

Desired work experience:

•  Minimum of 7 years of relevant professional experience in Governance or Regulatory practices in an active environment.
•  Practical experience working with board and/or board committees will be an added advantage.

Ideal Job competencies

Technical  Competencies

•  Technical skills to effectively perform and/or guide on implementation of Governance related activities/tasks in a manner that consistently achieves high quality standards;
•  Knowledge and experience in modern governance practices to initiate and implement tactical changes to support business performance;
•  Knowledge and ability to effectively interpret and apply relevant laws and regulations to internal policies, guidelines, processes and procedures; and to consistently adapt to, and embed, required governance standards; and
•  Competence in the use of standard software such as Word, Excel and PowerPoint and proficiency in their use for business purposes.

Behavioural  Competencies

•  Performance Management drive towards optimising personal and unit productivity;
•  Management and collaborative acumen to nurture and sustain stakeholders’ commitment to good governance practices; and to manage required changes;
•  Good interpersonal, communication, organisational and analytical skills to effectively relate with stakeholders in achieving meaningful impact;
•  Commitment to knowledge sharing and personal development, thus enabling self and team empowerment and development of open communication lines, teamwork and trust needed to support performance and a superior customer experience-oriented culture.
•  High level of maturity, confidentiality, empathy and astuteness in handling information and engaging with colleagues and other stakeholders.

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JOB PURPOSE STATEMENT

LOOP is the flagship product that anchors the LOOP DFS strategy. LOOP is anchored on platform strategy that could scale throughout Africa and be a mobile-based payment and financial services platform connecting consumers and merchants. The platform offers a variety of services, such as mobile money transfers, bill payments, P2P lending, and digital wallets for merchants to receive payments. The platform leverages the growing use of mobile phones and the increasing demand for financial services in Africa to attract and retain customers.

To further scale the platform, LOOP DFS will collaborate with established financial institutions, mobile network operators, and other relevant companies to offer a comprehensive suite of financial service.

The Growth Manager, Merchant Payments lives at the intersection of product monetization, marketing and development. The role holder is responsible for the execution of acquisition and growth strategies that achieve consistent revenue growth and customer loyalty. This role will mainly focus on LOOP merchant products. The role holder is responsible for revenue growth and retention. They must implement a framework for prioritizing Retention specific initiatives. They will lead a team of Retention officers responsible for executing and scaling customer activation and retention campaigns across the customer journey. The main objective will be to increase monthly recurring revenue, optimize customer lifetime value, reduce net dollar churn, and increase net expansion revenue.

KEY ACCOUNTABILITIES (DUTIES AND RESPONSIBILITIES)

Financial (30%)           

• Build the Loop merchant business to generate revenue and positive gross margins as per business plans.
• Develop strategies to increase customer lifetime value through execution of retention strategies through use case adaption, feature adoption and developing strategies to increase consumer engagement through frequency and intensity of use case and feature usage.
• Develop strategies to increase monthly recurring revenue from consumers.
• Manage the cost of goods sold for all product lines.
• Develop strategies for reducing net revenue churn through merchant activation strategies for the merchant product portfolio.
• Responsible for increasing expansion revenue through merchant cross selling of product use cases and LOOP merchant products.
• Responsible for developing monetization strategies that will allow the business to optimize its unit economics and drive positive earnings rates for the consumer product portfolio.
• Responsible for increasing customer life time value for Loop for the merchant product portfolio.
• Responsible for weekly and monthly customer accounting reporting revenue accounting reporting on the merchant product portfolio.

Customer (40%)       

• Develop and implement a robust Retention framework that entails cross-selling models, revenue management plans, customer information management tools, loyalty and rewards programs as well as Customer Value Proposition (CVP) enhancements.
• Build and maintain customer loyalty through an engaging and attractive loyalty and monetization strategies
• Analyze and segment target markets to determine the appropriate Retention initiatives to execute to attain business plans.
• Execution of high-level, strategic business development opportunities based on key growth initiatives
• Execution of a robust Retention framework that entails cross-selling models, revenue management plans, customer information management tools, loyalty and rewards programs as well as Customer Value Proposition (CVP) enhancements.
• Turnaround time standards or benchmarks for the enterprise unit.
• Service Level Agreement (SLA) / Turn-Around Time (TAT)
• Achieve Customer Satisfaction Index (CSI) benchmarks
• Work closely with the marketing and product team to research, understand and review merchant needs. Develop the merchant product roadmap together with the product managers.

Internal business processes (15%)                                   

• Develop and manage robust competitor tracking systems to remain abreast of the market and the players. In line with this, identifying and analyzing new offerings from other banks and FinTech’s in the market place proactively.
• Be an advocate for a continually improving way of working within the unit to drive efficient and impactful engagement and accurate delivery of service.
• Proactively participate in organization projects.
• Audit, Compliance and Risk Management.
• Audit issues closed upon identification, or within the agreed periods, whichever is shorter. Nil repeat findings.
• Implement, review and achieve the Customer satisfaction indexes.
• Implement engines/structure/procedures to support execution of customer growth through their lifetime customer journey.

Learning & growth (15%)                    

• Maintain a high team performance and engagement.
• Nil disruption to business/ loss of business due to lack of appropriate numbers of qualified, available staff within the team.
• Up-to-date and actioned competency assessments and development plans for the team

JOB SPECIFICATIONS

Academic:

• University degree with Second Class Honors or Equivalent
• Relevant professional qualification in Marketing would be an advantage.

Desired work experience:

• 8 years’ work experience in a financial services environment handling Marketing, PR or Business Development responsibilities. Prior experience in the development of Retention programs would be preferred.

JOB COMPETENCIES

Technical Competencies

Customer retention:

• Ability to manage cross-functional processes for the development of customer value propositions and how they are positioned to grow and retain customers.
• Ability to leverage data analytics capability into understanding customer behavior and using the outcomes to inform customer Retention initiatives and product enhancements.
• Fluent in the full spectrum of Customer Value Management (CVM) systems.
• Ability to use imagination and new ideas to solutions. Can formulate new ideas or to adapt or use existing ideas in a new or unexpected way to solve problems.
• Ability to define appropriate measurements for Retention plans and use data analytics to inform effectiveness.
• Product Knowledge: Expert-level knowledge of product(s): (a) in-depth understanding of global product offering, design, application, positioning within segments, pricing, revenue potential: (b) integration to existing product offering: (c) relationship to complementary, related and competing products, etc.
• Financial Acumen: Understands financial concepts and terms, can use them to describe events and can incorporate the same in problem solving and decision making.
• Networking skills: Ability to build strategic networks whilst maintaining confidentiality, tactfully using them to learn and find inspiration to enrich current and future initiatives.

Behavioral Competencies

• Interpersonal Skills: Ability to lead, build and influence motivated teams
• Emotional Intelligence : Knows own strengths and limits; aware of own emotions and the effect they have on others and has the self-control to keep disruptive emotions and impulses in check.
• Social and Cross-cultural Awareness: Interacts with colleagues, customers, and other stakeholders in different social and cultural environments, showing respect and positive regard for them in an ethical and appropriate that are consistently with the values of the organization.
• Agile: Able to change plans, methods, opinions or goals in light of new information, with the readiness to act on opportunities. Highly effective in adapting to differing environments. Inculcates a digital mind-set in the organization, institutionalizing cross-functional collaboration, flattening hierarchies, devolving decision making to smaller teams, and building environments that creatively partnering with external companies to extend necessary capabilities to encourage the generation of new ideas and developing more iterative and rapid ways of doing things.
• Implements incentives and metrics to support such agility.
• Leadership Skills: Team Building and ability to train, develop and mentor staff; Presents new challenges and opportunities to the team to enable them to demonstrate and achieve their full potential; encourages and inspires team learning
• Negotiation Skills: Must be a good negotiator, particularly in changing behaviour and work practices but always achieve a Win/Win outcome
• Innovative: Creative and adaptive to change. A team player who is supportive of other’s ideas and innovations, collaborates in a culture of knowledge-sharing and team learning to strengthen the organization’s work