Jobs at Family Bank Ltd

Acquisition:

This is the DFS champion in the branch networks who will champion uptake of DFS channels through: -

• Recruitment of New customers by opening Accounts Virtually, On-board Credit Card customers, On-board Prepaid card customers, Recruit New customers for Virtual Loans and New Family Pay customers.
• Driving Agent/Merchant/ MPESA Agents recruitment in the branch as per the laid down standards and CBK Guidelines as well as tracking and performance.
• Drive uptake of DFS products in the Branch as per agreed KPI’s.

Retention& Monetization:

• Guide Agents/Merchants/MPESA Agents in their respective branches, through the uptake process and procedures, and follow up, assistance in terms of replenishing of materials, complaints resolve and general guidance and Ensure Nil dormancy.
• Appraise agent activities in the Branch i.e. provide regular updates on the agent network and ensure Excellent Customer Service Delivery in Agents and Merchant Business by ensuring that Agents offer Steller class customer centrism principles as guided by the banks policies.
• Work with Branch team to provide continuous one on one Agent training on operations and product knowledge and training & Awareness for agents and Merchants on Anti Money Laundering (AML/CFT).
• Ensure Family Bank Agents and Merchants are visible with the correct branding collaterals.
• Coordinate seminars, forums and Market Storms for Agents and Merchants and provide forums for sharing feedback.
• Support the Branch on dormant PesaPap activations and dormant card renewals.
• Ensure observance of the Central Bank of Kenya Guidelines on Agent Banking by sensitizing Agents and Merchants on the CBK provisions and need to comply with the same.
• Work with DFS Head office team to resolve operational issues affecting DFS Business and also ensure uptake of DFS innovations in the Branch.
• Carry out periodic and regular visits to the Merchants/Agents to drive Family Bank POS usage, ensure that dormancy levels of both Merchants are below 5 %.
• Ensure that 90% of transactions are migrated to channels.
• Responsible for reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML policies & procedures and adherence to Data protection Act.
• Hand hold new Digital Channels officers by providing them with guidance on how to grow their business.
• Other duties and responsibilities as allocated by Branch Manager, Chief Digital Officer, Senior and Channels Managers or regional Supervisor.
• Please note that your job description may be subject to change from time to time in line with the Bank's strategic direction.

KEY PERFORMANCE INDICATORS:

• Understands the Banking Act and Central Bank of Kenya (CBK) prudential guidelines, high levels of professionalism and professional development and adherence to Data Protection Act.
• Excellent people management skills, team motivation and leadership competence.
• Goal focused and able to spot business opportunities.
• Builds networks and maintains strong relationships.
• Able to manage and influence others to achieve results.
• Has passion and drive to achieve results under difficult circumstances.
• Pleasant and able to relate well in diverse social set ups and teams.
• Upholds high standard of Professionalism, integrity and respect for others.

QUALIFICATIONS

• Bachelor’s degree in commerce/business related field.
• Creative in sales process and be able to work in high pressure environments to meet targets.
• Excellent Interpersonal & Communication skills.
• Strong organization skills and the ability to quickly assess and prioritize.
• High Integrity.
• Willingness to travel.
• Must have passion for selling.
• Must be mature & self-motivated.
• Proficiency in use of Microsoft Office Packages.
• Must be fluent in English and Swahili.

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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.

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Job Purpose:

• The role holder is responsible for commercialization of the Digital Channels, DFS Project management, financial reporting, revenue assurance and forecasting to senior team members and other stakeholders.

Key Responsibilities:

• Continuously Identify opportunities to harness technology to deliver increased traffic to the Digital Channels and reduce foot traffic to the banking halls
• Assess operational effectiveness requirements across all distribution channels, directing the identification of change requirements and the design and development of improved processes and procedures to support the desired customer and employee experience across channels, support operational stability and integrity and meet all audit requirements.
• Focus on sales and marketing drives to increase transactions and commercialize the channels.
• Data Driven sales – use of business analysis and MIS insights to inform business decisions.
• Engage impacted stakeholders and direct the development of decision-making protocols and design principles to ensure goals of multiple stakeholders are satisfied for processes which cross functional business units.
• Act as DFS member of PMO leadership team and support continuous improvement of execution processes.
• Creates innovative capabilities that bridge mobile, social, email and web in order to provide appropriate solutions and services that are driven by consumer insight
• Anticipates and responds appropriately to new demands, priorities, challenges, or obstacles that impact digital channels.
• Leads design thinking and ensures success of product innovation and digital initiatives based on a customer-centric approach to design (from concept to actual working application for both staff and external customers).
• Manager vendor relationships and partner engagements to ensure smooth running of the channels.
• Contribute to the ongoing development and maintenance of the control framework, establishing standards and controls and maintaining product governance and policies to ensure regulatory requirements are met and to optimize and sustain the distribution channel operations and achieve business objectives.
• Accountable to develop tools and performance metrics to identify areas of non-compliance and work with internal partners to rectify the gaps in order to deliver a consistent customer and employee experience.
• Interacting with internal and external bodies such as Risk management, Internal Audit, Legal Services regulations and other industry bodies in order to maintain a sound compliance and risk free environment in the digital banking space.
• Responsible for identifying and reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML policies & procedures.
• Manage of all compliance processes (Institutional requirements, statutory requirements, regulatory requirements) and reporting.
• Actively provides leadership by contributing to the collective Leadership Agenda and sharing business insights/ feedback to maximize the overall performance and well being of the Bank.
• Role Models the Brand and Corporate Values of the Bank in the internal and external market environment.
• Any other official duty that me be allocated by the line manager from time to time.

Key Competencies and Attributes

• Business Acumen: Understands the fundamental value drivers within the organization and devises goals, objectives and performance measures to increase shareholder value combined with innovative ways to mitigate or manage business risk.
• Change Leadership: Takes a proactive approach to change management, where change is seen as an opportunity for growth and improvement rather than a finite project
• Influence: Creates and articulates a compelling vision of the positive repercussions that will occur and benefit others from a proposal that will have a longer-term impact on the institution/project, its policies and programs.
• Risk Management: Looks at broad trends, identifies scenarios beyond the norm where applicable and develops strategies to manage risk in the current situation and in the ongoing structural elements.
• Strategic Thinking: Generates and tests multiple concepts, hypotheses or possible explanations for a given situation as related to long-term performance.
• Technology Management: Subject-matter expert regarding core technology requirements and supporting technology processes, best practices in technology management.

The Person:

The ideal candidate must possess the following:

Skills and Qualifications:

• University degree in IT/Business related.
• An MBA is an added advantage.
• Have a minimum of 7 years in the Banking Industry; 3 of which must be in a management position.
• A minimum of 2 years skilled experience in DFS (Digital Financial Services) in a management position.
• Experience of a minimum of two (2) years in a Card business-related function will be an added advantage.
• Experience in DFS (Digital Financial Services) service provision and innovations.
• Sound knowledge of the Banking Act and the regulatory framework in the Financial Services Industry.
• Able to apply Financial knowledge and skills to achieve business goals.
• Able to identify and minimize potential and inherent risks in banking.
• Proficient in the use of Banking and office management systems.
• A member of a professional body.

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Job Purpose:

• Onboarding, retention and churn management of online merchants, customers, and overall growth of the DFS Business lines. Leveraging on business intelligent systems (customer lifecycle / user experience data, complaints visualization and customer journey analytics) the role holder will be able to enhance, fine tune, segment and aim targeted customer value propositions to customers thereby driving up transaction size, transaction frequency and incidence.

Key Responsibilities:

• Develop commercial models that directly impact top-line revenue and bottom-line operating costs while delivering best in class product experiences across our channels
• Establish a governance model for customer acquisition and support in collaboration with other internal teams and ensure execution of the same
• Daily drive of the assigned lending portfolio performance in partnership with Strategy, Credit and Lending Risk teams to ensure customer uptake, utilization of limits, limits management, reduction in attrition & churn and effective recovery of customers.
• Develop and Embed CVM & online sales and customer engagement tracking tools & KPIs (ARPU / ARPA, IBRO, Transaction size, Transaction volumes, Churn rates).
• Deliver savings targets by defining activities to engage and retain deposits from both individuals and businesses within the wallets, tills, and bank accounts
• Onboard, retain, drive usage & manage churn of customers & online merchants. Cross-sell & respond to leads from digital campaigns and mined social media sites.
• Revenue Targets: responsible for ensuring that DFS sales targets for DFS products are met within and across all identified digital channels also through growth of ARPU, ARPA and wallet P2P, B2C, C2B transactions.
• Onboard, Engage & Retain online merchants & customers– Engage and develop onboarding programs, promotions, discounts, and incentives.
• Drive up LipaNaFamily adoption and usage through regional recruitment programs, usage promotions, partner discounts and incentives programs.
• Develop and deploy customer lifecycle management programs and initiatives to scale and extend the lifetime value of DFS products.
• Churn management – reactivate dormant accounts via data mining across DFS product portfolio.
• Partner with branch, and sales team network to generate sales: You will be required to work closely with the branch network to leverage its distribution to deliver digital sales across the country.
• Monitor and review and report on business performance and apply measures to ensure achievement of targets and return on investment for new ventures.
• Undertake coaching and mentoring for team members and provide leadership in execution of the division’s strategy.
• Monitor, identify, highlight, and recommend mitigation for Sales related risks, in conjunction with supporting units such as Operations, Information Technology, Risk, Audit, Compliance etc.
• Any other official duties that may be allocated from time to time by management.

The Person:

The ideal candidate must possess the following:

Qualifications

• University degree preferably in a business-related field from a recognized institution.
• Master’s degree and professional qualifications will be added advantage.
• 7 years proven sales experience, meeting or exceeding targets. Previous experience as a sales executive, sales manager or Senior Manager sales and marketing.
• Proven ability to drive the sales process from plan to close through cross-functional teams.
• Possess extensive knowledge of sales principles and practices, and an ability to coach others on them.
• Demonstrable experience as a Senior Manager in sales, developing client-focused, differentiated, and achievable solutions.

Key Competencies and Attributes

Interpersonal:

• Knowledge of CBK prudential guidelines and Data Protection Act.
• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
• Ability to communicate, present and influence all levels of the organization, including executive and C-level.
• Strength in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
• Strong leadership and team building skills.
• Proven ability to articulate the distinct aspects of products and services.
• Proven ability to position products against competitors.
• Excellent listening, negotiation, and presentation skills
• Excellent verbal and written communications skills

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Job Purpose:

The incumbent will be responsible for the below main job purpose:

• Supervisor: Responsible for overseeing all activities within the Digital Relationship Officers (DROs) team.
• Strategist: Responsible for deciding how to approach tasks and develop a plan to accomplish them.
• Communicator: Responsible for distributing information to Digital Relationship Officers (DROs) and stakeholders.
• Organizer: Responsible for keeping track of and structuring various tasks, Digital Relationship Officers (DROs) and documents.
• Goal setter: Responsible for determining the goals that Digital Relationship Officers (DROs) will work toward.

Key Responsibilities:

• Supervising the day-to-day activities of Digital Relationship Officers (DROs) involved in prospecting and building relationships with current customers in order to effectively sell Digital products.
• Coach and develop Digital Relationship Officers (DROs) to achieve quality performance, setting priorities and attaining career development goals.
• Work with internal marketing staff to determine the most effective campaigns for a geographic area.
• Map and provide timely route plans in conjunction with Head of sales and Branch Managers.
• Pick training needs from staff in your region to ensure standardized product training.
• Identify opportunities to strengthen client relationships and encourage staff to up-sell products and services.
• Develop scripts for Digital Relationship Officers (DROs) to use in emphasizing up selling, increasing channel usage and highlighting and new products or services.
• To work closely with all members of the DFS team and drive delivery of the annual DFS targets which is a combined number across the branch network.
• To develop and implement sales plans across with Digital Partners to increase sales across digital channels.
• Provide timely reports to Head of Sales for the region on performance.
• Work with Branch team to provide continuous operations and product knowledge and training & Awareness for agents and Merchants on Anti Money Laundering (AML/CFT).
• Drive uptake of DFS products in the Branch as per agreed KPI’s.
• Ensure Family Bank Agents and Merchants are visible with the correct branding collaterals.
• Ensure that 95% of transactions are migrated to channels.
• Other official duties and responsibilities as allocated by management.

The Person:

The ideal candidate must possess the following:

Qualifications:

• University degree in Business related field.
• An MBA or Masters in Business related courses is an added advantage.
• A minimum of 2-3 years skilled experience in Digital Financial payments.
• Exposure to Digital channels processes and procedures is a MUST.
• Proven ability to drive the sales process from plan to close through cross-functional teams.
• Demonstrable experience as a Team Leader in sales, developing client-focused, differentiated and achievable solutions.
• Extensive knowledge in data analysis and performance tracking.

Key Competencies and Attributes:

• Understands the Banking Act and Central Bank of Kenya (CBK) prudential guidelines; high levels of professionalism and professional development.
• Excellent people management skills, team motivation and leadership competence.
• Candidate should be able to work regionally.
• Demonstrate the capability to build and maintains strong relationships.
• Good negotiation skills.
• Good listening skills.
• Pleasant and able to relate well in diverse social set ups and teams.
• Upholds high standard of Professionalism, integrity and respect for others.