Key Accountabilities (Duties and Responsibilities)

Financial
•    Achieve revenue targets, profitability and growth as per agreed budgets.
•    Balance sheet growth and management, driven through Products, Channels, Mobile & Agency Banking.
Customer
•    Drive strategic initiatives and activities across products and channels to ensure good quality customer experience.
•    Manage and coordinate the Unit’s client engagement efforts and ensure that agents are clear on their contribution and expected outcomes.
•    Develop and implement customer centric processes/enhancements to drive service usage.
•    Monitor the service satisfaction of agents by conducting internal / external Agent surveys, benchmarking the activities of major market players and cross-referencing market best practices.
•    Review, dissect and rectify issues arising from complaints and / or regulatory requirement that may impact customer satisfaction and NCBA’s reputation.

Internal Business Practices
•    Initiate and coordinate to promote usage of Mobile and Internet Banking. 
•    Coordinate with the relevant parties to ensure customer support to channels is given in an efficient and timely manner.
•    E- Channel promotion and enrichment initiatives. This will involve all initiatives aimed at increasing uptake of the channel solution in line with Bank’s channel strategy. 
•    Provide product development support to the Cash Management/Trade Finance sales team from product conceptualization, business case documentation, development, testing, packaging and roll-out while liaising with the various stakeholders and project teams.
•    Prepare a quarterly transaction throughput analysis based on covenants set for borrowing customers, to ensure promises on the Credit Application are being implemented and met. 
•    Growing agent network and products usage to achieve transaction volume targets.
•    Quality Assurance, Compliance and Control.

Internal Business Processes
•    Monitor, identify and mitigate the Unit’s related risks in conjunction with supporting units such as Operations, Information Technology, Risk, Audit, Compliance etc.
•    Ensures that standard documents, controls and monitoring measures are in place and complied with in line with the Group policies and countries’ regulations: (KYC, Agency Banking activity reports, internal controls, audits, etc.)
•    Suspicious Transactions monitoring.

Job Purpose Statement

•    Provide business and administrative support in the implementation and management of electronic channels to deliver profitable business growth targets. 
•    Responsible for agents’ recruitment, activation and street marketing focusing on customers, revenue growth and Agent Banking management.
•    Provide Product/Solution development, MIS support and assist with customer, vendor and product administrative functions.

Job Specifications

Academic:

•   A Bachelor’s degree from a recognized University.
Professional:
•    Professional qualification in IT/Project Management is an added advantage
•    Proficient in Ms Office Suite – Ms Word, Power Point, Ms Visio, Ms Excel, Ms Access etc
Desired work experience: 
•    At least 2 years work experience in banking or related field.
•    Experience in customer service and e-banking & cash management products
•    Critical – operational knowledge of Channels and or Digital Banking
•    Previous experience in a Channel/Digital Banking or Digital Sales role.

Technical Competencies
•    Excellent strategic and operational business awareness, with deep understanding of the key drivers, levers, issues and opportunities of Products, Channels and Digital banking.
•    Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines and project management methodology and to consistently achieve required compliance standards.
•    Business Development skills to effectively segment the target market, gather market intelligence and identify opportunities for the bank to sell its channel products.
•    Strong customer focus coupled with knowledge of the channels and digital banking offering and its impact on the customer’s business.
•    Knowledge of Products, Channels and Digital solutions available globally, their features, applications.
•    Thorough knowledge of the regulatory environment and the inter-play with new and existing Product Management and Digital Banking solutions.

Behavioural Competencies
•    Resilience – Maintains effective job performance, relationships and personal credibility when under pressure; seeks out and responds positively to constructive feedback; remains motivated, focused and displays a positive attitude regardless of difficult circumstances.
•    Integrity – Follows defined codes of conduct and ethical principles in a manner that supports the social, ethical and organizational norms; remains honest and objective and lives the NIC Bank values; creates a sense of trust and goodwill through being motivated to always ‘do the right thing’
•    Results/Quality driven – Instils a sense of urgency and motivation to provide superior delivery/output in terms of responsiveness, efficiency and turnaround times; driven to produce high quality work, motivated to achieve own work-related and business goals; drives tasks through to completion
•    Pro-active – Continually searches for new ideas and approaches and recommends these; initiates action to achieve goals beyond what is required; solution focused, optimistic and enjoys new challenges.