Job Purpose Statement
To deliver exceptional business performance by providing operations support and excellent customer service to clients
Key Accountabilities (Duties and Responsibilities)
Financial 8%
- Introduce new business to the bank through cross selling
- Ensure no income leakage by collecting the necessary bank charges
Internal business processes 62%
- Ensure completeness of applications, KYC verification and thorough searches are done for all applications under review.
- Ensure CRB and other relevant checks are done for all applications and customers and their respective relationship managers are notified the same day the application is received or reviewed.
- Zero tolerance to data capture errors, Searches errors, or failure to input all mandatory fields resulting to send backs
- Achieve set turnaround time to ensure customers and dealers are satisfied. The overall TAT target for initiation phase is 0.1 days.
- Ensuring effective management and requisition of the department’s stationery requirements. Ensure that there is adequate supply of the necessary stationery at all times.
- 100% adherence to policies, procedures and statutory guidelines.
- Audit, Compliance and Risk Rating = Satisfactory.
- Audit issues closed within the quarter of identification, or within the agreed time frames, whichever is shorter.
- Nil repeat findings.
- Policy and procedure knowledge.
Customer 25%
- Update customers, dealers & RMs on the pending documents for each application on the same day.
- Ensure that there is a robust departmental internal customer satisfaction rating by ensuring the team lives the NCBA Values
- Deliver Exceptional customer service to all stakeholders.
Learning and growth 5%
- Achieve at least 40 hours of learning/training through E-learning, Internal & External training activities.
- Ensure compliance with the leave policy on block leave and minimum carry over.
- Maintain own high performance.
- Own up-to-date and action based competency assessments and development plans for self.
Job Specifications
Academic: Degree in a business related firld or any other relevant discipline
Professional: Professional courses in business related fields
Desired work experience: One year working experience in a banking environment
Job Dimensions
Reporting Relationships: jobs that report to this position directly and indirectly
Direct Reports – None
Indirect Reports – None
Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.
Internal
- Credit Operations, Credit Risk
- Banc assurance, Business Remedial
- IPF, Branches, Legal, IT, Administration
External
- Motor Vehicle Dealerships and their Sales Agents
- Customers
- Competitors
Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if applicable for the role.
The position holder has operational manadates
Work cycle and impact: time horizon and nature of impact (Planning)(e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year)
Less than a week