Vacancies at Equity Bank Kenya

Description
 
In line with enhancing career progression of staff and to support business growth, we seek to recruit a qualified, experienced, self-driven, highly motivated, and passionate candidate to fill the position outlined below.

Quality Monitoring Assessment and Coaching

• Optimize on resources.
• Develop quality assessment tools, process, standards and guidelines.
• Manage quality assurance specialists.
• Plan and allocate agents to the quality assurance specialist within acceptable ratios and manage their rotations.
• Conduct quality assurance calibrations.
• Compile and document quality assurance reports.
• Document quality performance trends and recommendation for improvements.
• Monitor quality training and coaching.
• Ensure quality assurance analyst adhere to quality assessments and coaching schedules.
• Compile C_SAT reports and recommendations.
• To conduct ad-hoc quality assurance audits.

Continuous Learning and Knowledge Improvement

• Participate in Contact Centre training sessions.
• Participate in and achieve the expected pass mark levels for the organizational and Contact Centre based e-learning assessments.
• Identify and conduct Training Gap Analysis.
• Facilitate training sessions to share knowledge and information with team and colleagues and recommend areas of improvements in products and services.
• Monitor and ensure the team participate in the organization and departmental eLearning assessment.

Contact Centre Operations and Workforce Management

• Consolidating and preparing of daily, weekly, monthly and yearly reports
• Participating in performance management for agents
• Liaising with supervisors on daily operations
• Monitoring the supervisors on their team and queue management
• Contact center staffing forecasting
• Preparing of Contact Center shifts

Qualifications

• Experience in the bank or a similar role in another organization.
• At least a degree from a recognized university.
• Must be outgoing and a point of contact in sharing best practice with colleagues.
• Must have a consistent performance rating of 3 and above during the 5 years’ experience.
• High level of working knowledge of all the Bank’s retail products, procedures and policies
• Good knowledge of the competition’s products and processes
• Previous experience of working in a contact center environment
• People leadership and management.
• Experience of working under service levels
• Rotational training between all departments in the branch
• Customer Service
• Knowledge in Performance Management
• Experience in Know Your Customer (KYC) requirements /Suspicious Transaction Monitoring/Anti-Money Laundering procedures
• Understanding of Fraud Prevention procedures
• Good product knowledge
• Familiar with HR policies and procedures
• Excellent communication skills
• Vast knowledge of the Bank’s products, services and operations.
• Basic Knowledge of PC literacy within a Windows environment
• A genuine interest in providing excellent Customer Services.
• Working in a problem-solving environment.  
• Ability to deliver within stringent turnaround times.
• Ability to work under pressure.
• High level of professionalism, confidentiality and integrity
• PC Skills including Keyboard skills

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JOB PURPOSE

• Drive financial results by partnering with assigned business units through periodic performance reviews, budgeting and planning and performance monitoring.
• Drive revenue growth and cost optimization and analysis. He/ She will provide support and challenge segment heads, sector heads and product owners to achieve EBKL’s strategic plan.
• The finance business partner will act as the key interface between Finance and business teams by developing and maintaining accurate knowledge and understanding of the products and services offered by the bank.

DUTIES

Business Partnering

• Act as the key interface between business units and finance on all finance related decisions like budgeting, Business case analysis, contract review and negotiations, unusual! accounting support.

Budgeting

• The finance business partner will work with assigned business unit to prepare budgets and track strategic objectives against targets.
• Ensure Capital budgets for the business units are reviewed and approved.
• Track business unit actual performance vs budget
• Support on any exceptional budget request

Performance Management

• Work with business units to develop unit scorecard.
• Support on scorecard performance for the business unit.
• Provide insights to the business unit on customer profitability, channel profitability and product profitability.
• Identify, research, and provide information on market trends and its impact on the Business.

Capex appraisal and Benefit Realization

• Support on business case development and approval.
• Track and measure benefit realization from implemented projects and Capex spend by the business unit against the business case projections.

Cost management

• Drive cost optimization initiatives within the business units.
• Review contracts from the business unit to ensure accuracy of agreed scope and costs.
• Participate in contract negotiations relating to the business units.

Product Pricing

• Advise the business unit on the best pricing point for new products and conduct review of existing product pricing.

Any other duties that might be required to be carried out.

Qualifications

REQUIRED COMPETENCE AND EXPERIENCE

Required Competence

• Bachelor’s degree in finance or business-related course.
• CPA K/ACCA required.
• Data analytic tools such as power BI, SQL will be an added advantage.
• Expert level understanding of income statement, balance sheet, margin returns, variance analysis, capital and liquidity requirements, revenues, head count analytics, and other key ratios through business engagement.
• Ability to manage multiple simultaneous projects requiring frequent communication, organization, time management, and problem-solving skills.
• Can develop relationships with a wide variety of functional roles and organizational levels to drive cross-functional initiatives involving teammates from across the organization.
• Excellent communication and stakeholder management skills.
• Good presentation skills with ability to break down complex concepts to be easily understood across all levels.
• Familiar with financial controls.

 Experience

• Minimum 5 years’ experience with at least 3 years plus experience in Finance business partnering, financial statement analysis or performance analyst.

go to method of application »

JOB PURPOSE

• Drive financial results by partnering with assigned business units through periodic performance reviews, budgeting and planning and performance monitoring.
• Drive revenue growth and cost optimization and analysis. He/ She will provide support and challenge segment heads, sector heads and product owners to achieve EBKL’s strategic plan.
• The finance business partner will act as the key interface between Finance and business teams by developing and maintaining accurate knowledge and understanding of the products and services offered by the bank.

DUTIES

Business Partnering

• Act as the key interface between business units and finance on all finance related decisions like budgeting, Business case analysis, contract review and negotiations, unusual! accounting support.

Budgeting

• The finance business partner will work with assigned business unit to prepare budgets and track strategic objectives against targets.
• Ensure Capital budgets for the business units are reviewed and approved.
• Track business unit actual performance vs budget
• Support on any exceptional budget request

Performance Management

• Work with business units to develop unit scorecard.
• Support on scorecard performance for the business unit.
• Provide insights to the business unit on customer profitability, channel profitability and product profitability.
• Identify, research, and provide information on market trends and its impact on the Business.

Capex appraisal and Benefit Realization

• Support on business case development and approval.
• Track and measure benefit realization from implemented projects and Capex spend by the business unit against the business case projections.

Cost management

•  Drive cost optimization initiatives within the business units.
•  Review contracts from the business unit to ensure accuracy of agreed scope and costs.
•  Participate in contract negotiations relating to the business units.

Product Pricing

•  Advise the business unit on the best pricing point for new products and conduct review of existing product pricing.

Any other duties that might be required to be carried out.

Qualifications

REQUIRED COMPETENCE AND EXPERIENCE

Required Competence

• Bachelor’s degree in finance or business-related course.
• CPA K/ACCA required.
• Data analytic tools such as power BI, SQL will be an added advantage.
• Expert level understanding of income statement, balance sheet, margin returns, variance analysis, capital and liquidity requirements, revenues, head count analytics, and other key ratios through business engagement.
• Ability to manage multiple simultaneous projects requiring frequent communication, organization, time management, and problem-solving skills.
• Can develop relationships with a wide variety of functional roles and organizational levels to drive cross-functional initiatives involving teammates from across the organization.
• Excellent communication and stakeholder management skills.
• Good presentation skills with ability to break down complex concepts to be easily understood across all levels.
• Familiar with financial controls.

 Experience

• Minimum 5 years’ experience with at least 3 years plus experience in Finance business partnering, financial statement analysis or performance analyst.