Deadline of this Job: 01 January 2023
JOB DETAILS:Job Purpose:
• Capture all queries (including verbal, written, telephone, e-mail etc) on the bank’s query logging system.
• When directly receiving customer enquiries, attempt to resolve the enquiry at the first instance by using the bank’s systems. Only escalate to the Client Service Manager when all other efforts have been exhausted to resolve the customer’s request.
• Explain to customers on the process flows for all their requests, including timelines and requirements expected from the Bank and Client.
• Explain the banks procedures, security requirements (such as the requirement to provide sufficient identifying information when carrying out a transaction) as well as services to customers.
• Resolve queries - escalate where unable, to resolve to the Client Service Manager.
• Inform customers of the value of using the Customer Feedback system, including explaining to customers how the bank uses their feedback to improve service.
• Ensure that all geographically assigned clients are maintained, managed and all their banking needs resolved.
Job Responsibilities/ Accountabilities:
• Answering and managing incoming calls.
• Handle and resolve Oracle Service cloud emails and Queries
• To receive, acknowledge and speedily resolve customer service requests as per set Service Level Agreements.
• To cross sell and market, the Bank’s products and services to ensure increased international banking & remittance customer base and increased value per customer.
• Reporting and giving feedback to branch management on levels of customer satisfaction and recurrent issues.
• Escalating issues raised via phone to the relevant teams and support the entire branch network on international banking and remittance related queries.
• Partner support through calls and emails.
• Research required information using available resources
• Capture new customer infromation in to the system as well as updating existing customer information.
• Document all information according to standard opertaing procedures.
• To ensure that high standards of Customer Service are maintained through out service levels.
• 100% compliance to the Bank’s policies and procedures.
Qualifications
Essential Knowledge
• Should have clear verbal and written communication skills.
• Should present great professionalism and organizational skills.
• Should be proficient in data entry and basic computer skills.
Key Critical Competencies
• Business awareness
• Strong analytical skills and problem solving skills
• Excellent planning skills
• High personal standards and goal oriented
• Excellent interpersonal skills
• Excellent and effective communications skills, both orally and in writing
• Strong coaching skills
• Strong sense of responsibility and urgency.
• Attention to details and ability to identify fraudulent activities.
• Show world class client service skills on phone, email and verbally.
• Ability to work well with minimum supervision.
Requirements:
• University degree in relevant field or equivalent with a minimum of 2 years’ experience in Customer Service functions.
• IT literacy.
• Able to operate in a performance driven organization.
• Knowledge of Bank’s customer segments, product types, service channels and tariffs.
• Should be of sound knowledge of global business environment, regulations and operations is desirable.
Deadline of this Job: 31 December 2022
JOB DETAILS:JOB PURPOSE
The candidate will be responsible for working closely with the project team members and leads to help deliver strategic organizational projects efficiently. The Project Manager will seek out, develop, and help implement strategic initiatives for improved efficiency and productivity and is tasked to streamline user requirements and deliver quality, on time and on budget projects.
KEY RESPONSIBILITIES:
• Projects Management Office Annual Strategy formulation and execution
• Undertaking project initiation activities by conducting feasibility study and enforcing proper business case formulation and sign offs.
• Participate in business requirements analysis, validation, and verification, ensuring that requirement statements are complete, consistent, concise, comprehensible, traceable, feasible.
• Overseeing business requirements exercise and translating user needs into functional and system requirements.
• Participate in interface & systems integration requirements analysis, validation and verification, ensuring that requirement statements are complete.
• Elicit requirements using interviews, document analysis, surveys, business process descriptions, use cases, scenarios, business analysis, competitive product analysis, task and workflow analysis, and requirements workshops.
• Document the functional and non-functional requirements using use case, activity, process flows, data flow, and sequence diagrams and generate all the required documentations including Business Requirements Document (BRD) and Functional Specifications Document (FSD).
• Document Interface & system integration requirements and specification and generate Interface Requirements Documents (IRD) and Interface Specifications Documents (ISD).
• Manage requirements traceability information and track requirements status throughout the project
• Management of vendors by developing scope of work and execution of contractual and Service Level Agreements.
• Mobilization of project resources by defining roles and selection of team members.
• Developing detailed project plan to monitor and track progress. ii) Project Delivery:
• Managing changes to the project scope, project schedule and project costs.
• Tracking of project performance to analyze the successful completion of short- and long-term goals.
• Ensuring that quality projects are delivered on time, within scope and budget in compliance with regulatory requirements.
• Tracking and Managing project risks by keeping a risk register and escalations where necessary.
• Monitor and control the use of resources and funds against the original budget.
• Process evaluation and optimization as part of project delivery.
• Managing Training phase, UAT phase, issue resolution and smooth transition to production environment. Preparation of project handover and project close out documents after post Go live review.
• UAT test scripts preparation and managing the execution process.
• Keeping all stakeholders appraised of the project status by presenting highlight and status reports.
• Driving project acceptance from stakeholders.
• Identify training needed for all stakeholders to support project implementation.
• As a team leader, create and sustain a dynamic environment that fosters development opportunities and motivates high performance among team members
MAIN ACTIVITIES:
• Partner with other stakeholder teams across business units to develop necessary analysis and documentation in a collaborative way, communicating effectively and efficiently with all stakeholders.
• Evaluate, analyze, and communicate systems requirements on a continuing basis, and maintain systems processes, including the delivery of status reports to all stakeholders.
• Author and update internal and external documentation, and formally initiate and deliver requirements and documentation.
• Conduct daily systems analytics to maximize effectiveness and troubleshoot problems
• Develop meaningful and lasting relationships with partners for optimized systems integration, and respond to questions and concerns from managers and executives with supporting research and recommendations
DECISION MAKING AUTHORITY
• Review scope of work and project initiation documents.
• Review user requirements for completeness.
• Review the impact and approve change requests during the project cycle.
• Review the UAT pass rate as per the exit criteria for the project Go live.
ACADEMIC BACKGROUND
• University degree in Computer Science / Information Technology/ Project Management related field with minimum of Second-Class Honors, Upper Division.
WORK EXPERIENCE
• At least 5 years in a Projects Management Position or a related field.
• 3+ years of proven experience in an analytics and systems development capacity
• Experience in business analysis or a related role.
SKILLS & COMPETENCIES
• Exceptional analytical and conceptual thinking skills.
• Excellent external and internal communication skills.
• Aptitude for fostering positive relationships
• Teamwork and leadership skills
• Solid organizational skills
• Strong working knowledge of Microsoft Office
• Proven analytical abilities
• Practical experience generating process documentation and reports
• Strong working knowledge of relevant Microsoft applications, including Vision
• Proven capabilities in project and user-testing management
• Proven development of innovative and impactful systems solutions
• Extensive experience with data visualization
• Highly proficient technical writing capabilities
Deadline of this Job: 06 January 2023
JOB DETAILS:The Finance Manager (FM) is responsible for efficient and smooth running of finance functions of BRAC Africa Regional Hub in Nairobi, Kenya. The FM manages all aspects of budgeting, financial systems, financial reporting, regulatory compliance and grants. Also serves as chief adviser for the Africa Regional Hub on all matters of finance, budgeting, audit, contractual management, compliance
Key Responsibilities:
Business Planning & Budgeting
• Organize, develop and present complete annual budget for Africa Regional Hub.
• Leadership in development of budgets for all proposals or concept papers for new project.
• Update the annual budget to include any new funding grants and projects as appropriate.
Financial Transactions and reporting
• Manage the day-to-day finance transactions like cash disbursements, receipts, banking, payments and other finance-related tasks. Review all payments for completeness and accuracy before RD’s approval.
• Prepare Donor reports, maintaining Donor liaison and flagging important deadlines.
• Perform monthly reconciliation of all bank accounts, other assets and liabilities balance.
• Manage general ledger and produce Trial Balance for the preparation monthly accounts and ensure timely submission of monthly regional office accounts to BI Dhaka Office.
• Keep tracking of the budget line items for the hub (includes GRP and other functional hub costs) and follow up whether all expenses are properly recorded according to the budget line.
• Preparation of scheduled budget variance reports and submit on time
Financial Procedures
• Assist in the updating of financial procedures and forms including modifying receipts, payments, disbursements and bookkeeping, filling procedures
• Act as a finance business partner to the regional team and participate in any ad-hoc project as advised by the Regional Director, Africa and Director Finance, BRAC International.
• Ensure strong controls for cash flow management, inventory, fixed assets and other assets.
Compliance and regulation
• Ensure compliance with tax laws and other statutory obligation for the Hub including timely submission of employee and organizational taxes to the tax authority.
• Follow up with the internal and external auditors, provide necessary support to them and ensure all audit issues are addressed to maintain sound control environment.
• Ensure that the hub always has enough funds through timely submission of fund requests
Personnel Management
• Ensure that all staff under line management have updated performance indictors
• Participate in hiring of staff/volunteers for finance and accounts department.
• Participate in team building activities and help in matters related to health/life insurance for staff
Safeguarding
• Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the program’s goals on safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
• Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
• Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.
Educational Requirements:
• Degree in Finance / Business Administration or equivalent;
• Master’s Degree in accounting /Finance PLUS ACCA or CPA/CA/CIMA/ ACCA
Experience Requirements:
• At least 5 years’ experience Finance/Business Administration or equivalent
• At least 3 years’ experience of independently leading a Finance/Audit team
• Knowledge on IAS/IFRS, Accounting, Budgeting, Finance, Auditing, Tax, VAT, Fiscal laws and their application
• In depth knowledge of international standard on Auditing.
• A good communicator, dynamic, hardworking and willing to work under pressure
• Sound knowledge on Computer Literacy.
• Highly proficient in English and Kiswahili
• Ability to work with minimal supervision.
Deadline of this Job: 02 January 2023
JOB DESCRIPTION• Manages the reduction of forward roll rates to prevent accounts from moving into impairment bearing brackets.
• To manage and lead staff and serve as a subject matter expert in the capabilities of Pre-NPL loans
• To ensure the effective and efficient rehabilitation, collections, and recovery of outstanding amounts in the Pre-NPL loans
• To implement and manage Pre-delinquency Strategies
• To support the development of self-cure models
• To aid the effective management of technical arrears
• Adherence and adoption of the Pre-NPL watchlist and monitoring policies and processes
Key Responsibilities
REHABILITATION AND COLLECTIONS OF THE PRE- NPL LOANS PORTFOLIO
• Guides and mentors’ staff to identify opportunities where distressed debt solutions can be provided to customers and staff alike in order that they can be rehabilitated back to the performing loans portfolio
• Designs the required strategies and formulates effective tactical plans to maximise collections on unwilling customers through instituting legal and collections actions in the most efficient manner to reduce the monthly impairment charges
• Ensures that in-house and outsourced collections strategies are effectively executed in order to achieve agreed collections rates. The outsource strategies must be driven in collaboration with the Vendor manager
• Operates within delegated authority levels and ensures that subordinates have the requisite mandates to perform their daily tasks
• Actions delegated tasks from the Head, Rehabilitation and Recoveries within specified deadlines and reporting requirements
• Reports suspicious transactions to Fraud Prevention Services and to the Money Laundering Officer where appropriate
• Ensures consistency in the execution of Bank policy and procedures in order to adhere to all laid down governance requirements regarding actions instituted in the Pre-NPL portfolio
• Ensures continuous improvement on set performance benchmarks in order to yield optimal performance levels
• Evaluates and improves on existing practices within Specialised Recoveries in order to ensure continued effectiveness and processing efficiencie
• Acts within the prescribed mandate insofar instituting legal action and supporting of Liquidators
• Represents the Bank during Court Cases as the primary witness and liaises directly with Bank’s Attorneys
• Signs Legal documentation where required within mandate on all matters handed to Attorneys
• Supports the appointment of vendors within mandate
Measures:
• Implementation of appropriate measurements and processes required for an efficient and effective team
• Satisfactory ratings on internal and external audits
• Maintain capabilities aligned to the CART assurance standards
• Value of monthly provisions reduced within agreed budget
• Collections rates as per agreed targets
• Impaired portfolio within budget
• Production and distribution of agreed performance outputs and benchmarks
• Cost/Recovery ratios within budget
STRATEGY MANAGEMENT
• Guides and mentors’ staff to identify opportunities to increase recovery rates to exceed monthly targets
• Designs the required in-house and outsourced strategies and ensures diligent execution to maximise performance, this must be done in collaboration with the Manager partnerships in as far as outsource strategies are concerned
• Ensures that all the required processes, systems and controls are relevant to effectively manage the in-house accounts to achieve set recovery targets
• Ensures that robust repossession, storage, and disposal controls are in place to facilitate the securing and realisation of the Bank’s assets
• Operates within delegated authority levels and ensures that subordinates have the requisite mandates to perform their daily tasks
• Adheres to the requirements of the Credit Agreements and Usury Acts
• Ensures consistency in the execution of Bank policy and procedures to adhere to all laid down governance requirements regarding actions instituted in the Written off portfolio
• Ensures continuous improvement on set performance benchmarks to yield optimal performance levels
• Evaluates and improves on existing practices within Recoveries in order to optimise processing efficiencie
• Acts within the prescribed mandate insofar capital and/or interest compromises and the classification of accounts as ‘irrecoverable’
STAKEHOLDER MANAGEMENT
• Ensures internal stakeholder management through regular reporting on the performance of the Pre- NPL Loans insofar the net provisions raised and recoveries on account of bad debts
• Provides suitable advice as and when required, regarding the legal, collections and recoveries processes to internal stakeholders and external service providers to manage expectations regarding performance outcomes and trends in the portfolios
MIS PROVISION AND INTERPRETATION
• Analyses credit data on a daily, weekly, and monthly basis to highlight efficiency gains and identify adverse trends requiring management interventions that consequently assist in achieving set targets and credit process efficiencies – for Pre-NPL
• Ensures the production and distribution of agreed performance outputs, i.e actuals vs set targets and reports that provide the required Portfolio insights to management and other stakeholders
• Dynamic Management Information that articulates the department’s activities, outputs, trends and performance
• Provide accurate data and reports timeously, inclusive of the processes governing the outsourcing of accounts with regard to account distribution by performance
• Provide relevant recommendations and suitable action plans to stakeholders as and when required, specifically as it relates to costly, protracted Legal matters
COST MANAGEMENT
• Manages Legal and Collections costs within agreed budgets for the Legal portfolios in the Pre-NPL and Recoveries departments.
• Manages headcount for the Specialized Recoveries and Recoveries department within approved target.
PEOPLE MANAGEMENT
• Responsible for inspiring, motivating, leading, and managing the team
• Responsible for the recruitment, development, and retention of relevant skills to meet the business needs
• Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job
• Ensures skills assessments and competency-based training takes place as and when required
• Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these
• Creates an environment in which learning, and development are emphasised and valued
• Takes personal responsibility for coaching and mentoring others, especially as it relates to the correct application of the various Laws within the departments
• Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports
• Promotes a culture where the values of the Bank are seen to be ‘alive’
• Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis
• Develops and maintains an open communication channel with direct reports
• Monitors and manages the performance and development of staff within the area
• Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs
• Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures
• Maintain satisfactory ratings from all internal and external stakeholders including audit and similar functions
• Number of external courses attended by staff
• Frequency of internal connect and feedback sessions
• Formal training programme in place which addresses skills shortages and EPM PDP requirements
• Appropriate and consistent participation in the Bank’s Reward and Recognition schemes.
• Diligent application of the Bank’s Performance Management processes
QUALIFICATIONS
Minimum Requirements
• First Degree in Commerce or Legal
Experience
• 3 to 4 years experience in instituting the appropriate legal action against recalcitrant debtors by effectively applying the required litigation options in order to facilitate successful Court verdicts. Legal and Collections experience with a sound understanding of how the Law relates to the principles of financial credit risk management procedures. Exposure to and experience in Banking / Financial institution related legal and collections matters is a valuable benefit. Application of knowledge, experience and sound judgement in formulating solutions to rehabilitate through the application of various collection tactics, or via the institution of legal proceedings.
• 1 to 2 years experience in managing a Collections department with the ability to manage and lead staff effectively to achieve the required results. Experienced in the understanding of credit risk assessment procedures to determine the best route of actions to be applied – both as it relates to unsecured and secured lending products.