Client Analyst – Chinese Desk
Overview
- 28189
- Banking
- Oct 25 2017
- Tanzania
- Dar es Salaam Region
- Dar es Salaam
Job Details
Client Coverage
Job Purpose
Conduct ongoing research and analysis to enable the Managers Client Coverage to fully understand the clients’ business, context, and identify potential business opportunities for the bank.
Interpret the research findings and analytics. Make recommendations regarding potential opportunities or risks so that the Manager Client Coverage is able to proactively identify solutions or mitigate commercial risks.
Key Responsibilities/Accountabilities
Conduct research on clients, their business, operations and performance, as well as trends in their specific industries at the request of the Managers: Client Coverage
Compile and analyse information regarding sales activity and business pipeline.
Interact and liaise with clients with the purpose of providing or requesting information, to assist in the deal execution and/or gathering critical information for the bank
Ensure that the client information is updated in all the relevant information systems, and when out-dated, liaise with clients to gather the updated information.
Compile and analyse reports on client profitability, product profitability and provide input to the budget planning and performance management process.
Support Managers: Client Coverage in the credit process including credit applications, PCC (paper preparation), excess management, and compliance related issues to achieve zero write-off of debt, zero operational loss issues and other relevant workflows between credit and coverage.
Preferred Qualification and Experience
The incumbent MUST be mandarin speaking.
Bachelor’s degree in business or business related field.
A post graduate business degree will be considered an advantage.
Knowledge/Technical Skills/Expertise
1 to 2 years in the Banking, Financial Services or Business Consulting.
Experience in conducting research and analytics, supported by strong computer proficiency skills.
The incumbent MUST be mandarin speaking.
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Head, Card Acquiring
Overview
- 28187
- Banking
- Oct 25 2017
- Tanzania
- Dar es Salaam Region
- Dar es Salaam
Job Details
Transactional Products & Services; This team is constantly working to extend our service capability and product range, consolidating our operations in established markets while expanding and extending in emerging markets. We divide our core capabilities into three product groups – Investor Services, Transactional Banking and International Trade Services.
Job Purpose
- To own and manage the strategy, objectives, performance targets and tracking mechanisms for the Card Acquiring business – inclusive of ownership of the profit and loss (P&L) and set budgets.
- To effectively manage the Card Acquiring business, to deliver a compelling value proposition and customer experience while delivering sustainable economic value to the bank (as measured by prescribed targets).
Key Responsibilities/Accountabilities
- Manage growth and retention of Merchants
- Manage internal and external relationship pertaining to merchants
- Deliver the agreed Acquiring sales and financial targets by researching developing and implementing strategies that increase card acceptance portfolio while increasing our understanding of Merchant
- Management of the department and its team members
- Informs the design of the organisation with regards to people and processes to support the strategy.
- In collaboration with BB and CIB segments, understands the target market, their needs and the competitor’s landscape in support of the Customer Financial Solutions strategy.
- Analyses the local market to understand key business drivers, key influences and competitor activity and leverages the bank’s understanding of customer needs and competitor offerings and opportunities to differentiate our proposition.
- Effectively runs the business planning and budgeting process.
Preferred Qualification and Experience
| Minimum qualifications | Post Graduate Degree |
| Experience | Minimum of 5 years in Card environment |
| Systems understanding | Excel Proficient, Card Systems |
Knowledge/Technical Skills/Expertise
- Extensive knowledge and expertise in product management and product development within the financial services industry. Sound experience and knowledge in providing innovative solutions to customers. Experience in people management, leading teams and motivating people. Proven track record in the financial services industry. Broad, in-depth understanding of the causal relationship between Card Acquiring and profit generation.
- Knowledge of finance, economics and calculating economic profit / card acquiring operations and its related value chain / infrastructure requirements (both IT, process and facilities) supporting Card Acquiring operations / relevant regulatory rules and procedures including banking regulatory requirements / the competitive environment and industry trends.
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Manager, Customer Contact Centre
Overview
- 28180
- Banking
- Oct 23 2017
- Tanzania
- Dar es Salaam Region
- Dar es Salaam
Job Details
Retail & Business Banking
Job Purpose
To lead the inbound and outbound contact centre functions to deliver services, sales, retention and on-boarding functions to all segments in the personal and business banking department, which align to the business and distribution strategies to achieve customer satisfaction and financial objectives
Key Responsibilities/Accountabilities
- To develop and run the Contact Centre sales and service delivery offerings to meet customers’ dynamic needs.
- To manage the daily functioning of the Contact Centre to ensure sales, service, on-boarding and retention delivery standards are met and maintained in line with banks defined standards.
- To use analyzed data and feedback/observations to initiate or approve recommendations on key performance indicators, processes, operations of the Contact Centre in order to improve performance and customer experience.
- To action on escalated customer complaints and also ensure customer inquiries, queries and complaints are resolved as per the Banks Customer Service standards, policies and guidelines.
- To guide the Team Leaders and all other roles in the Centre to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient functioning of the contact centre.
- To actively support the Bank’s policy and best practice in the area of risk, compliance and security, with particular emphasis to protection of sensitive customer information.
- To analyze performance, highlighting problem areas and identifying improvement actions to ensure set performance goals of the Centre are met.
- To identify, initiate and drive projects that are geared to improve performance of the customer contact centre.
- To undertake regular one-on-one meetings, team meetings, training, counselling and coaching sessions for direct reports and all Centre staff to ensure staff engagement and people development.
- To conduct regular performance appraisals and remuneration reviews for direct reports and also ensure all Centre staff are regularly and fairly apprised.
- To plan and manage the Contact Centre expenditures to ensure the Centre is run within the allocated budget.
Preferred Qualification and Experience
- Proven call centre management experience, including a clear understanding of call centre technology
- An ability to think and act at a strategic level
- Budgetary creation and management
- Experience in supervising, leading and directing a team in a service unit
- Experience in training, coaching and facilitation
Knowledge/Technical Skills/Expertise
- University Degree in a relevant field
- Certification in Call Centre Operations
- Sound knowledge of Customer Administration, Soft Skills and Query processing architecture
- Bank systems and Products are an advantage
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Head, Investor Relations
Overview
- 28128
- Banking
- Oct 23 2017
- Tanzania
- Dar es Salaam Region
- Dar es Salaam
Job Details
Transactional Products & Services; This team is constantly working to extend our service capability and product range, consolidating our operations in established markets while expanding and extending in emerging markets. We divide our core capabilities into three product groups – Investor Services, Transactional Banking and International Trade Services.
Job Purpose
|
Key Responsibilities/Accountabilities
| Query tracking and resolution – Design & implement an optimal query tool to ensure improved customer satisfaction
Ensure Customer Communications are sent promptly & correctly
Meet all Top Tier Custody Clients and respective Fund Managers at least once every quarter regarding service issues.
Ensure the provision of high quality and cost effective service to both internal and external clients, by accurately analyzing the clients’ needs and market demands, in order to define business requirements.
Ensure that we meet clients’ requirements, as stipulated in their ‘Service Level agreements’, by maintaining flexibility where necessary, but also taking risks into consideration, at all times.
Ensure that a competitive edge within the market is maintained, through building and retaining client partnerships, as well as looking for better ways of improving of our service levels at all times.
Continuously improve service offerings through innovation, and a future orientation towards automation.
Demonstrate determination to achieve the ‘right’ business results, first time.
Get the basics right.
Provide market- related and other beneficial info to staff, in order to improve client knowledge.
Ensure participation in call reports and certain client related meetings, and that information is adequately communicated to Rm.’s / staff, through discussions, to ensure that adequate preparation is made for these meetings and that accurate feedback is provided, bearing the deadlines in mind.
Constantly drive the importance of delivering excellent service, to staff.
Offer guidance as to how staff can improve service – Include in regular training sessions.
Ensure that outstanding queries are actioned immediately, and not left unattended without referral to management. (The 24hr turnaround time for queries should be the exception rather than the rule)
Ensure client checklist / s and Signatory Lists are updated as and when changes occur, and sign – off to be obtained monthly.
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Preferred Qualification and Experience
| Degree holder from a recognized University
Other Business related qualifications will be an added advantage but not mandatory
|
Knowledge/Technical Skills/Expertise
| General knowledge of Financial Markets and Banking
Basic knowledge of Accounting/Finance
Custody background will be an added advantage but not mandatory
Computer Literacy
MS Office
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Manager, Cash Centre
Overview
- 28127
- Banking
- Oct 23 2017
- Tanzania
- Dar es Salaam Region
- Dar es Salaam
Job Details
Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible
Job Purpose
Lead the cash centre team and ensure a secure, cost-effective operation. Assess and understand the risks associated with the handling of cash and maintain an effective system of controls in order to reduce the overall exposure and thereby minimise risk
Key Responsibilities/Accountabilities
- Ensure that laid-down procedures regarding the handling and movement of cash are adhered to.
- Maintain cash centre holdings are within prescribed limits.
- Monitor cash centre requirement trends.
- Ensure that treasury cash is controlled according to laid-down instructions.
- Ensure that time locks, alarms and combination locks are in good working order and are used properly.
Preferred Qualification and Experience
- 3 – 4 Years branch or cash centre experience.
Knowledge/Technical Skills/Expertise
- Institute of Bankers or related qualification would be and advantage.
- Comprehensive knowledge of the bank’s laid-down policies and procedures regarding security of cash as related to the job.
- Knowledge of the bank’s cash holding limits.
- Knowledge of the Code of Banking Practice.
- Understanding of the impact of the services provided on branch staff and customers.