Jobs at HF Group

Principle Accountabilities

Talent Acquisition

• Develop and execute recruitment strategies to attract high-quality candidates.
• Manage the end-to-end hiring process, from sourcing to onboarding.
• Utilize various sourcing channels (job portals, LinkedIn, career fairs, referrals, etc.).
• Screen resumes, conduct interviews, and coordinate hiring processes with department heads.
• Build and maintain a talent pipeline for critical roles.
• Enhance employer branding to position the organization as a top employer.
• Ensure that recruitment policy is appropriately adhered to and continuously updated to align with the changing times.
• Provide timely interview feedback to candidates.

Talent Development & Retention

• Support employee engagement and career development initiatives.
• Assist in succession planning and talent retention strategies.
• Conduct market research on industry best practices in talent management.
• Working closely with the HR Business Partner, keep a record of individual development talent and talent profiles and derive relevant insights for talent development and retention.

Governance and Control 

• Ensure all recruitment, selection, and onboarding processes comply with local labour laws, employment regulations, and company policies.
• Stay updated on changes in employment legislation and advise management on necessary adjustments.
• Maintain accurate and legally compliant employee records related to hiring, onboarding, and talent development.
• Ensure proper documentation of hiring decisions, interview notes, and selection criteria for audit purposes.
• Adhere to data protection regulations when handling candidate and employee data.

Seamless onboarding and offboarding of employees

• Facilitate a structured onboarding process for new hires, ensuring a seamless transition into the organization.
• Coordinate employee orientation programs to familiarize new hires with company policies, culture, and expectations.
• Ensure all HR documentation, contracts, and employee records are accurately processed and stored.
• Manage offboarding procedures, including exit interviews and clearance processes.

Other HR Operations accountabilities

• Providing support in handling disciplinary issues in the Business Unit in liaison with HRBPs.
• Providing support in coordinating the Performance Management process in the Business Units in liaison with the HRBP.
• Conduct background checks, reference verifications, and employment contracts processing.
• Generate HR reports and dashboards on recruitment metrics, workforce planning, and talent pipeline.
• Plan and execute employee engagement and recognition events.

Key Competencies and Skills

General Competencies

• Excellent written and oral communication skills; ability to communicate effectively and projects a professional image when giving and taking information in writing, in person and over the phone.
• Excellent interpersonal skills with the ability to effectively lead and work with individuals and groups at all organization levels; ability to work independently and as part of a team.
• Excellent customer service skills with the ability to respond to inquiries or complaints effectively and timely.
• Ability to take initiative and prioritize tasks; good time-management, organization, problem-prevention and problem-solving skills.
• Basic analytical ability with active listening skills.
• Ability to work accurately with close attention to detail; must have eye for details, strong ability to scrutinize and examine.
• Ability to maintain confidentiality of sensitive information.
• Ability to use sound judgment and perform duties independently; demonstrate sound work ethics.

Technical Competencies

• Computer/IT skills, including knowledge of Microsoft Office applications e.g. Word; Excel; etc.
• Proficiency in HR software systems namely Perpay and Aruti.
• Experience in navigating and utilizing to post vacancies and shortlist candidates.

Minimum Qualifications, Knowledge and Experience

Academic & Professional Qualifications

• Bachelor’s degree in Human Resource/Social Sciences or its equivalent from a recognized institution.
• Higher Diploma in Human Resources.
• Certified Human Resource Professional (CHRP) is an added advantage.

Experience

• A minimum of one-year work experience in a busy Human Resources environment especially in talent acquisition.
• Knowledge of employment laws and regulations.

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Principle Accountabilities

• Negotiation.
• Develop and refine negotiation skills to maximize the recovery of delinquent accounts while maintaining positive customer relations.
• Customer Outreach.
• Contact delinquent account holders through digital channels such as email, SMS, and online chat to remind them of outstanding payments.
• Payment Negotiations.
• Engage in negotiations to establish payment plans or settlements with customers who are behind on their payments, while adhering to bank policies and regulations.
• Security and Confidentiality.
• Safeguard customer information and maintain the confidentiality of sensitive data in accordance with data protection laws and bank policies.
• Customer Assistance.
• Assist customers in understanding their financial obligations, payment options, and the consequences of non-payment, while demonstrating empathy and professionalism. Handle questions or complaints regarding digital loans.
• Record-keeping
• Maintain accurate records of all communication with customers, payment arrangements, and any relevant information regarding the collection efforts and keeping track of assigned accounts to identify outstanding efforts.
• Investigate and resolve discrepancies together with the team leader.
• Plan course of action to recover outstanding payments.
• Create trust relationships with debtors when possible to avoid future issues.
• Update account status regularly.
• Alert superiors of debtors unwilling or unable to pay when necessary.
• Communicate with management and other team members about methods and strategies to ensure a positive rate of customers agreeing to repay their debts.
• Participate in team meetings and huddles for improvements in the team process and tasks.

Key Competencies and Skills

Technical Competencies

• Data Analysis
• Reporting.
• Regulatory framework Knowledge.
• Adherence to data protection statutes
• Digital Communication Tools.
• Credit Scoring and Risk Assessment.
• General competencies
• Excellent communication and people skills.
• Apt in negotiating and persuading.
• Customer Service Orientation.
• Time management.
• Problem solving.
• Emotional intelligence
• Strong business acumen

Minimum Qualifications, Knowledge and Experience

Qualifications- Academic and Professional

• Bachelor’s degree from an accredited University preferably in a business-related field

Experience

• Experience in working with targets and tight deadlines.
• At least one-year experience in a collection/recoveries role
• Working knowledge of MS Office and databases.

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Principle Accountabilities

Responsibilities

• Present, promote and sell products to existing and prospective customers
• Establish, develop, and maintain positive business and customer relationships
• Reach out to customer leads through cold calling and continuously improve through feedback.
• Expedite the resolution of customer problems and complaints to maximize satisfaction
• Deliver the agreed-upon sales targets and outcomes within agreed timelines.
• Coordinate sales efforts/activations with team members and other departments
• Analyze the territory/market’s potential, track sales and status reports
• Supply management with reports on customer needs, problems, interests, competitive activities and potential for new products and services.
• Keep abreast of best practices and promotional trends.
• Any other duties as may be assigned from time to time.

Requirements

• Proven work experience as a sales representative
• Excellent knowledge of MS office
• Highly motivated and target driven with a proven track record in sales
• Excellent selling, communication and negotiation skills
• Prioritizing, time management and organizational skills
• Ability to create and deliver presentations tailored to the audience needs
• Relationship management skills and openness to feedback 

Key Competencies and Skills

• SKILLS AND ATTRIBUTES
• Excellent communication and interpersonal skills.
• Excellent planning and organization skills.
• Ability to work under pressure.
• Excellent problem solving and decision-making skills.
• Knowledgeable with industry’s rules and regulations.
• Results driven and customer focused.
• Basic understanding of the insurance industry and products.

Minimum Qualifications, Knowledge and Experience

Education:

• Business/Insurance related Degree.

Professional:

• Certificate of proficiency in Insurance (COP).

EXPERIENCE:

• 1 year’s sales experience.

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Principle Accountabilities

• Create systematic and consistent lead generation from project marketing efforts, cold calling, referrals, lead generation services and other forms of media. All engagements to be on the CRM.
• Ensure that all client engagements from prospecting to closure are on the CRM.
• Conduct surveys to identify price of competing properties on the real estate market and relay the same to their supervisor
• Provide periodic (daily, weekly and monthly) sales reports (client pipeline) to company management on sales operations and generated returns using CRM systems
• Build and maintain relationships with clients by providing support, information and guidance through the entire customer journey.
• Participate in the promotion of property sales on organized events such as expos, site activations, mall activations among others.
• Follow up and ensure the preparation and approval of documents such as booking forms, offer letters, sale agreements and transfer documents
• Upload customer payment evidence on the CRM for validation
• Ensure customer payment plans are followed up and all collections done on time. Achieve 85% compliance to customer payment plans. Issue cancellation notices through the CRM as per policy.
• Ensure all mortgage clients are identified early, their mortgage applications created and tracked centrally.
• Ensure compliance with real estate laws and policies when conducting property sales. Act with high levels of professionalism in all client engagements

Key Competencies and Skills

• Excellent communication, influencing and negotiating skills
• Astute sales skills
• High integrity
• A strong team player
• Ability to adopt a flexible approach to meet targets and the needs of the business

Minimum Qualifications, Knowledge and Experience

Academic & Professional

• Minimum Diploma in Business Administration, Marketing or related field
• A competent user of the Internet, Microsoft Outlook, Microsoft Word, Microsoft PowerPoint and Microsoft Excel.

Experience

• At least 2 years’ experience in financial or real estate industry
• Experience in using customer relationship management tools
• Proven track record of sales
• Own network of potential leads
• Experience in handling high net-worth clients

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Principle Accountabilities

Financial Performance 

• Achieve the set monthly and annual sales targets for all the consumer Banking products for this segment.
• Prospect, anticipate and close all sales leads within the shortest time possible in an efficient way.
• Develop a clear aggressive sales pipeline for both existing and potential customers. 
• Prospecting and recruiting new customers for the various Consumer Banking products, understanding their needs and requirements. 

Customer Experience 

• Identifying customer needs not met by existing products and the implementation of new products and services.
• Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship. 
• Perform customer onboarding activities and touch activities as per CRM workflows.
• Manage all escalations related to diaspora support.
• Ensure customers are well supported on e-channels uptake to promote utilization.
• Ensure first contact resolution for all queries directed to you.
• Achieve departmental NPS score of 60

Operational Effectiveness  

• Attend to daily refers and excesses requests; Proactive management of NPL for assigned portfolio.
• Ensure compliance with operations risk requirements e.g.
• KYC, AML, Health & safety standards, security of Premises.
• Ensure good health of assigned portfolio by actively managing encroachments, Accountability reports and write offs. 
• Close gaps/lapses identified; take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame.
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines (daily, weekly, monthly, quarterly) 
• Use of digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service.
• Achieving a ‘Good’ audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited.
• 100% adherence to policies, procedures and statutory guidelines. Minimize exposure to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML regulations.
• Utilize the MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable. 
• Present reports that facilitate informed and sound decision-making. Trends, insights and concerns with recommendations clearly elaborated.
• Achieve schedule adherence and availability targets as per Contact Centre productivity measures. 

People, Learning and Growth 

• Proactively manage own learning and development.
• Deliver performance objectives set. Institute immediate corrective action where performance is below par. 
• Championing team training on matters related to the homeward proposition. 

Minimum Qualifications, Knowledge and Experience

Academic:

• Bachelor’s degree from a recognized accredited university.
• Certificate of Proficiency in Insurance (COP) will be an added advantage.
• Being a CISI fellow is an added advantage.

Professional:

• 3-4 years’ working experience in a Customer Management role.
• In-depth knowledge of the local and Diaspora Banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general commercial regulations and practices. 
• Appreciation of Diaspora Banking as a proposition.
• Interaction/Understanding of CRM tools.