Principle Accountabilities


Conducting customer research and customer feedback management - NPS, CSAT, Exit interview calls etc.
Conduct customer Life-Cycle Management i.e.
Onboarding, tools acquisition, channel utilization etc.
Engage customers in the defined customer lifecycle milestones within defined periods e.g. after 1-week guide customers on products that match their transaction... before, week 2 – advice customer on properties on sale etc. 
Outbound calling (birthdays, anniversary, care calls, product utilization etc.) 
Churn management (understanding reasons for potential churn and advising business on the same).
Engaging customers with failed transactions.
Engaging customers with incomplete account opening.
Engage inactive customers as defined from time to time.


Minimum Qualifications, Knowledge and Experience

Academic & Professional Qualification


Bachelor's Degree from a recognized University.


Experience


At least 2 years working experience in a Customer service role preferably in the hospitality or banking sector more

Principle Accountabilities


Ensure service standards are defined and documented.
Ensure Service Officers are adhering to defined service standards and SOPs.
Monitor and ensure all Customer Experience related matters are properly logged into the supporting system and tracked to closure.
Trend issues logged, conduct root cause analysis and seek resolution of issues both specific issues... and on a global scale.
Ensure all branch staff are aligned on Customer Experience quality and related matters.
Conduct Training Needs Assessment based on review of work output and organize for refresher training for branch staff on matters Customer Experience.
Ensure adherence to all customer related processes within the branches.
Follow-up and closure of all customer complaints from the branch, document and report on the same. Track to resolution.
Attend branch meetings and highlight gaps noted.
Support the branch teams in engagement of survey respondents with a view to improve the ratings.
Provide weekly and monthly reports to Head of Customer Experience as guided.
Track and measure all Customer Experience related metrics in the branch against set targets. E.g. ensure sustained reduction in error rates on all customer related processes e.g. account opening, loan, RTGS etc.
Ensure that CSOs contact all customers whose accounts are dormant or inactive and tracking the same.
Support branches to meet their CSAT, CES and NPS targets and track them.
Co-ordinate coaching and trainings for the CSOs to attend with regards to service.


Key Competencies and Skills

Technical Competencies


Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
Good understanding of the bank products and services
Telephone operating skills
Process orientation
Strong business acumen
Analytical Skills
High Emotional Intelligence
Good report writing skills
Develops and Inspires Others: Builds and maintains relationships that motivate, guide, and/or reinforce the performance of others toward goal accomplishments. Develops self and others to improve performance in current role and to prepare for future roles; seeks and provides feedback and coaching to enhance performance.
Must have comprehensive background with all aspects of Training (i.e. experience in the various skills in Customer Service).
Must be analytical and must have strong verbal, interpersonal skills, written and presentation skills.
Able to provide constructive feedback. Possesses the qualities of a leader. Excellent management skills.
Excellent phone etiquette.
Proficient query management and resolution.


Professional data collection via telephone interview

General Competencies


Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
Keen to details.
Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.
Fluent in both written and spoken English and Kiswahili.
Good listening skills.
Customer Service skills (soft skills).
Good Interpersonal skills.
Negotiation skills.
Time management skills.
Good selling/influencing skills.
Sensitivity to customer issues.
Team working and Networking skills.
Good analytical skills.
Customer Focused.


Minimum Qualifications, Knowledge and Experience

Academic Qualification


Bachelor's Degree from a recognized University.


Experience


At least 3 years working experience in a Customer service role preferably as a Customer Service Officer. more

Principle Accountabilities


Ensure service standards are defined and documented.
Monitor and ensure all Customer Experience related matters are properly logged into the supporting system and tracked to closure.
Lead the development and execution of customer insights research strategies, including surveys, focus groups, and customer journey mapping.
Collect, analyze, and interpret... customer data from a variety of sources, including CRM systems, market research, and direct customer interactions.
Identify trends, patterns, and key drivers of customer satisfaction, loyalty, and behaviour.
Provide actionable insights to cross-functional teams (Marketing, Product, Retail, and Customer Experience, Innovation, Strategy etc.) to influence strategic decisions.
Present findings in clear and compelling formats, such as reports, presentations, and dashboards, to senior leadership.
Work with external research partners to manage market research projects and ensure alignment with business goals.
Develop customer personas and segmentation strategies to better target customer needs and preferences.
Monitor competitive landscape and customer industry trends to ensure the company’s offerings remain relevant and competitive.
Collaborate with Retail, Product and Marketing teams to ensure customer insights are integrated into product and messaging strategies.


Minimum Qualifications, Knowledge and Experience

Academic Qualification


Bachelor's Degree from a recognized University.


Experience


At least 3 years working experience in a Customer service role preferably as a Team leader in a Customer Experience Function.
Excellent communication skills with the ability to convey complex data in a simple and actionable manner.
Strong project management skills with the ability to handle multiple priorities.
Ability to work cross-functionally and build relationships with key stakeholders. more

Principle Accountabilities


To manage queues by constantly monitoring customers wait time so as to ensure timely customer service.
To offer excellent customer service through quick resolution/escalation of customers queries in order to ensure customer retention
To collate customer feedback through interviews and customer feedback forms to ensure that we meet customer expectations.
To... Issue ATM Cards and cheques by recording to ensure safe custody and timely delivery to customers
To avail product Brochure/Marketing materials and stationery for the customers by constantly replenishing the banking hall in order to ensure adequate products information to the customers.


Key Competencies and Skills

Technical competencies:


Communication Skills
IT Skills
Product knowledge


General competencies:


Interpersonal skills
Team Player
Listening skills
Empathetic
Emotional Control
Professional


Minimum Qualifications, Knowledge and Experience


Education: Bachelors Degree
Experience: Over one (1) year’s banking experience more

Principle Accountabilities


Cross-selling of HFC Banks products by establishing new relationships in order to grow both assets and liabilities book.
Maintaining customer relations by regular contact to ensure customer satisfaction and business continuity
To review accounting opening forms and loan applications by scrutinizing the documents to ensure they are KYC Compliant.
To check data... entry by verifying the data captured against source documents to ensure accuracy in data capture.
To analyze mortgage loan applications by interviewing the customers.
To identify customers' borrowing needs by interviewing so as to ensure selling of the right mortgage product.
 To safeguard bank assets by being a dual custodian to minimize frauds and losses


Key Competencies and Skills


Technical competencies: selling skills, analytical skills, negotiation skills, supervisory     skills, IT Skills, report writing, communication skills and Product knowledge 
General competencies: Team Work, Listening skills


Minimum Qualifications, Knowledge and Experience


Education: A Business related degree
Experience: 3 years in Banking Industry more

Principle Accountabilities


Cross selling of HFC Banks products by establishing new relationships in order to grow both assets and liabilities book.
Maintaining customer relation by regular contact to ensure customer satisfaction business continuity
To review accounting opening forms and loan applications by scrutinizing the documents to ensure they are KYC Compliant.
To check data... entry by verifying the data captured against source documents to ensure accuracy in data capture.
To analyze mortgage loan applications by interviewing the customers.
To identify customers borrowing needs by interviewing so as to ensure selling of the right mortgage product.
To safeguard bank assets by being a dual custodian to minimize frauds and losses


Key Competencies and Skills

Technical and General Competencies:


Technical competencies: selling skills, analytical skills, negotiation skills, supervisory skills, IT Skills, report writing, communication skills and Product knowledge
General competencies: Team Work, Listening skills


Minimum Qualifications, Knowledge and Experience


Education: A business-related degree
Experience: 3 years in the Banking Industry more

Principle Accountabilities

Strategy


Responsible for developing a detailed strategy that would enable him/her grow and maintain a customer portfolio that will ensure the delivery of the business targets in accordance with the Department’s annual performance plans.
Support the drive of growth and opportunities in the assigned sectors.
Responsible for managing a portfolio of business... banking customers, with accountability for sales, service, risk and operational delivery and acquisition of new to bank customers.


Business Development


Responsible for effectively executing all the agreed business development and growth strategies in accordance with the long, medium- and short-term plans of the Bank and as set by the Head of Business Banking. This will be done through active portfolio management and development by maintaining & growing existing income sources and meeting set targets for new business.


Credit


Responsible for building a high-quality client portfolio by effectively managing clients across the entire financing cycle.


Customers / Stakeholders


Deliver a high-quality service by owning customer engagement, striving for excellence in all interactions with (prospective) customer or other professionals, and always acting according to the highest professional standards.
Ensure that client plans are co-ordinated and the respective support teams are in place with Critical Account objectives accepted, where applicable.
Take a proactive approach to client planning across the portfolio collaborating with product partners and senior management, as appropriate.
Establish an effective working relationship with the Risk Management teams, in order to validate the accuracy of the customer risk profile.
Ensure early identification of problem relationships and act where there are potential and existing problem accounts to protect HFC interests.


Portfolio management and Collection


Conduct review of the sector performance, addressing key mitigants and growth opportunities in the sectors.
Conduct consistent monitoring of deals to prevent defaults on client’s payment, alterations in the client’s business, and to be aware of forthcoming client’s financial needs.
To continuously be reassessing risks associated with the sector the client is in and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings
Contact the client immediately (meeting him/her in person if required) in the event of non-payment of a facility installment, and, if not resolved, take subsequent actions to recover credit in arrears according to Bank procedures.
Monitor facility accounts in arrears and work with the relevant Bank staff to reduce the portfolio at risk, and work with the Collections Unit to develop and implement recovery processes.


Operations/Compliance


Responsible for ensuring that his/her assigned portfolio is in compliance with Bank policies. 


Key Competencies and Skills

Technical competencies: selling skills, analytical skills, negotiation skills, supervisory skills, IT Skills, report writing, communication skills and Product knowledge 

General competencies: Team Work, Listening skills, Decision making skills, Accountability, Relating & networking skills, business acumen, Delivering results and meeting customer expectations, Verbal & written communication.

 

Minimum Qualifications, Knowledge and Experience

Education


Business related degree from an accredited university preferably with a major in Finance, Marketing and/or Economics; 


Experience: 


At least five (5) years’ experience in banking, with proven experience of at least two (2) years in a similar position or at least 3 years banking experience and sales/marketing background, where he/she managed a portfolio of Business or Commercial/Corporate Banking clients.
Experience managing borrowing customers and analyzing financing proposals, especially for Business clients. more

Principle Accountabilities


Ensure growth of the branch asset & liability books and profitability by working with and directing the branch sales team on activations, portfolio management, strategy adoption, customer visits and sales activities in general
Monitor non-performing loans and manage the same.
Setting up the branch business development strategy in line with company strategy and... preparation of relevant reports to monitor and review performance
Ensure optimum team productivity and identify training needs of the team.
Cross selling of HFC Banks products by establishing new relationships in order to grow both assets and liabilities book.
Maintaining customer relations by regular contact to ensure customer satisfaction business continuity
To review accounting opening forms and loan applications by scrutinizing the documents to ensure they are KYC Compliant.
To check data entry by verifying the data captured against source documents to ensure accuracy in data capture.
To analyze loan applications by interviewing the customers.
To identify customers borrowing needs by interviewing so as to ensure selling of the right products.


Key Competencies and Skills


Technical competencies: selling skills, analytical skills, negotiation skills, supervisory skills, IT Skills, report writing, communication skills, and Product knowledge.
General competencies: Team Work, Listening skills.


Minimum Qualifications, Knowledge and Experience


Education: A business-related degree
Experience: 3 years in Banking Industry more

Principle Accountabilities

Financial Modelling and Analysis:


Develop and maintain sophisticated financial models for real estate acquisitions, developments, and portfolio performance analysis, including discounted cash flow (DCF), net present value (NPV), and internal rate of return (IRR) calculations.
Conduct sensitivity analysis and scenario planning to assess potential risks and... returns under various market conditions.
Analyse financial statements, operating budgets, and variance reports to identify trends, opportunities, and potential issues.


Investment Analysis and Due Diligence:


Evaluate potential real estate investment opportunities, including acquisitions, developments, and joint ventures, through thorough financial analysis and market research.
Participate in the due diligence process, reviewing financial documents, leases, and other relevant information.
Prepare investment memos and presentations summarizing findings and recommendations for senior management.


Budgeting and Forecasting:


Assist in the development and monitoring of annual budgets and forecasts for real estate assets and projects.
Track performance against budget and provide variance analysis with explanations and recommendations.
Develop long-term financial projections to support strategic planning.


Financial Reporting:


Prepare accurate and timely financial reports, including performance reports, variance analyses, and investor reports.
Ensure compliance with accounting principles and reporting requirements.
Assist with audits and tax preparations as needed.


Asset Management Support:


Analyse the financial performance of existing real estate assets and identify opportunities for value enhancement and cost optimization.
Support asset management teams with financial analysis related to leasing, capital improvements, and operational efficiency.


Market Research and Benchmarking:


Conduct research on market trends, comparable transactions, and economic indicators to support financial analysis and valuation.
Benchmark the financial performance of the company's assets against industry peers.


Collaboration and Communication:


Work closely with various internal teams, including acquisitions, development, asset management, and accounting.
Communicate financial findings and recommendations clearly and effectively to both financial and non-financial stakeholders.
Participate in team meetings and contribute to strategic discussions more

Principle Accountabilities

Administrative Support:


Manage and maintain the Business Development team's calendars, schedule meetings, and coordinate appointments, considering time zone differences if applicable.
Prepare agendas, take minutes during meetings, and follow up on action items.
Organize and maintain physical and electronic files and records, ensuring easy access to... information.
Handle incoming and outgoing correspondence, including emails, letters, and phone calls, professionally and efficiently.
Assist with travel arrangements, including booking flights, accommodations, and transportation, potentially considering local travel logistics in Nairobi.
Prepare expense reports and track departmental budgets.
Manage office supplies and ensure the Business Development team has the necessary resources.


Sales and Marketing Support:


Assist in the preparation of presentations, proposals, and other sales and marketing materials, ensuring they are accurate, professional, and aligned with brand guidelines.
Coordinate the distribution of marketing materials and information to potential clients and partners.
Maintain and update CRM (Customer Relationship Management) systems with accurate and timely information on leads, contacts, and activities, potentially using systems common in the Nairobi market.
Assist with the organization and coordination of business development events, such as seminars, networking sessions, and property launches in Nairobi.
Conduct basic market research and gather information on potential clients and competitors in the local real estate landscape.


Communication and Coordination:


Serve as a central point of contact for the Business Development team, facilitating communication with internal departments and external stakeholders.
Liaise with marketing, legal, finance, and operations teams to ensure smooth workflow and information sharing.
Follow up with potential clients and partners as directed by the Business Development Manager.


Data Management and Reporting:


Assist in the compilation and analysis of business development data and metrics.
Prepare basic reports on lead generation, sales activities, and other key performance indicators.
Ensure data accuracy and integrity within relevant databases and systems.


Project Support:


Provide administrative support for specific business development projects and initiatives.
Track project timelines and assist in ensuring deadlines are met.
Coordinate with external vendors and service providers as needed.


General Office Management:


Maintain a well-organized and efficient work environment for the Business Development team.
Handle ad-hoc administrative tasks and projects as assigned.


Key Competencies and Skills

Technical Competencies


Knowledge of CRM software and Microsoft Office Suite - Intermediate excel skills.
Solid customer service attitude with excellent negotiation skills.
Knowledge of KYC/AML compliance requirements.
Knowledge of TCF (Treating Customers Fairly) principles.
Astute product knowledge.
Knowledge of portfolio management.
Process orientation and Discipline.
Commercial acumen.
Organizational skills.
Analytical skills.


Leadership Competencies


Strategic orientation.
Result orientation.
Strong communication and team management skills.
Strength in problem solving, issue-resolution and ability to work in a deadline-driven work environment.


Minimum Qualifications, Knowledge and Experience

Academic & Professional Qualification


Bachelor's Degree in Business Administration or related field.


Experience


At least 3 years-experience in administration role in a financial institution. more