Manager Mobile Banking at Family Bank Ltd

Job Purpose: To assist in the development and execution of Family Bank mobile banking and strategy.

• Responsible for business growth and development of the mobile banking space, Customer on boarding and relationship management.

Key Responsibilities:

• Achieve revenue targets, profitability, and growth as per agreed budgets.
• Balance sheet growth and management, driven through Products and Mobile channels.
• Formulate and implement Business, Marketing and Promotional Strategies in line with overall Retail Banking business goals.
• Oversee the tracking and proper allocation of revenues to the unit.
• Manage the Unit’s costs, including Product, Channels and Digital Banking costs in-line with approved budgets.
• Manage Fee structures, NPL’s and minimize revenue leakage.
• Optimize Retail Business by lowering costs through automation and digitization of Retail Products, Processes and Services
• Define and deliver segment-led Product, Channel & Digital Banking Customer Value Propositions (CVPs) for all Retail Banking segments.
• Research, conceptualize, design, develop, test, pilot, launch, promote\market, improve and retire Retail Products, Channels and Digital solutions.
• Track envisaged Project benefits for New\revamped solutions to ensure benefits are realized as per Business Case.
• Run training interventions and workshops for Retail Sales teams and other relevant teams and stakeholders, to successfully ensure implementation of new solutions and sustained growth of existing solutions.
• Responsible for managing and implementing marketing activities through research, strategic planning and implementation.
• Monitor competition and emerging Product, Channels and Digital technologies, and develop strategies and tactics to reduce any threats to ongoing and future Retail business.
• Manage ecosystems of in-house support teams and external vendors and partners responsible for the success and good health of new and existing Products, Channels and Digital Banking solutions.
• Participate in customer surveys and achieve targeted metrics for both internal and external customer.
• Design, develop, improve, and implement customer engagement strategies, Products and Digital solutions that deliver great customer service and customer satisfaction.
• Manage and coordinate the Unit’s client engagement efforts across Retail Banking segments and ensure that individuals are clear on their contribution and expected outcomes.
• Inculcate a customer- centric team culture that focuses on efficient service delivery and excellent customer service.
• Monitor, identify and mitigate the Unit’s related risks in conjunction with supporting units such as Operations, Information Technology, Risk, Audit, Compliance etc.

Key Competencies and Attributes

• Interpersonal skills to create and maintain relevant business networks.
• Technical skills to effectively perform support activities/tasks for Card related roles in a manner that consistently achieves high quality standards or benchmarks.
• Analytical, processing and report writing skills specific to card business.
• Knowledge and effective application of all relevant banking policies, processes, procedures, and guidelines to consistently achieve required results in card business.

The Person:

The ideal candidate must possess the following:

Skills and Qualifications:

• A bachelor’s degree in business administration, finance or related field from a recognized university, Professional qualifications will be an added advantage.
• Five (5) years hands-on Banking experience in a busy front and Back Office Operations function, IT or Business-related function.
• Experience of a minimum of two (2) years in a Card business-related function, will be an added advantage.
• Thorough knowledge of CBK prudential guidelines and Data Protection Act.
• Experience in Account / Customer management.
• Ability to clearly communicate strategy, plans and issues across the organization by developing business cases, presentations & stakeholder communications even with senior management.
• Strong analytic, logical reasoning, and problem solving, risk vs. reward skills.