I&M Bank

5 job(s) at I&M Bank

I&M Bank Nairobi County, Kenya
Dec 06, 2017
Full time
Job Summary: The job holder will be responsible for planning and implementing contact center strategies and operations; improving systems and processes and effectively managing staff within the Contact Centre unit with an aim of achieving top of the notch customer experiences. Key Responsibilities: The Incumbent will report to the Senior Manager-Customer Service Delivery and will be responsible for: • Determination of contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses to ensure the Contact Centre positively contributes to the   I&M Bank overall strategy. • Identification, evaluation and implementation of state-of-the-art technologies that result in efficient operations and an improved customer experience. • Maintaining and improving Contact Centre operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs. • Managing performance of the Contact Centre unit through workforce planning, regular one-on-one coaching, training, reviewing staff performance, enforcing bank policies and procedures and ensuring the team is motivated to achieve these SLA’s. •  Preparing Contact Centre performance reports by collecting, analyzing, and summarizing data and trends. Ensuring the Banks performance is within the set benchmarks. •  Ensuring all relevant communications, records and data are updated and properly stored. • Maintaining professional and technical knowledge by tracking emerging trends in Contact Centre operations management; establishing personal networks and benchmarking state-of-the-art practices. • Accomplishing the organization’s goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. • Regular process review to ensure risks are managed and procedures followed. • Handling escalations and difficult calls where more expertise is required. Minimum Requirements : • Business related degree holder from a recognized University • Banking qualifications desirable • At least five years’ experience in a financial institution preferably a bank with familiarity to the Contact Centre management function • Innovative and creative thinking skills. • Ability to work under pressure. • Excellent communication and interpersonal skills; • Strong planning and organization skills; • Strong people management and change management skills; • Excellent customer service skills • Highly motivated, proactive , flexible and result oriented • Strong Problem solving and decision making skills • Has strong commercial awareness
I&M Bank Nairobi County, Kenya
Dec 06, 2017
Full time
KEY RESPONSIBILITIES: The role will report to the Relationship Manager (RM) and  will be responsible for: • Analyzing and preparing high quality credit appraisals/applications for new and existing customers within required timelines for review by the Relationship Manager. This involves:- a) Researching on the customer (KYC) either based on existing information or in the case of a new customer, performing research. b) Understanding the facilities requested. c) Working out the required securities to be provided. d) Analysing the customer’s financials. e) Giving an overall risk rating based on overall analysis. f) Giving justification for the facilities. g) Making amendments based on feedback received from Relationship Manager in accordance with the Bank’s principles on lending, and CBK guidelines. h) Preparing & submitting Credit Appraisal’s to Credit Department. i) Resolving follow-up queries and proposed amendments to Credit Appraisals. j) Reaching out directly for additional information required for Credit Appraisal preparation. • Conducting on-going research and analysis to enable the Relationship Managers fully understand the business context and assist in identifying future business opportunities. Interpreting research findings & analytics and making recommendations regarding potential opportunities. • Preparation of Account Plans that will  assist in identifying various  business opportunities in close partnership with RM’s • Compiling & analyzing information regarding sales activities and business pipeline • Interacting and liaising with clients with the intention of providing or requesting for information to assist in deal execution and/ or gathering critical information for the Bank. • Preparing letters requesting review information and following up for receipt of the required information in liaison with the RM’s as well as maintaining a diary of due dates for review to ensure facilities are reviewed on schedule • Reviewing and dispatching of letter of Offer (LOO); follow-up with client to ensure LOO is signed. • Assisting RM in follow-up with credit administration for timely disbursement of funds to client • Supporting RM in pre-client meeting preparation; attending meetings and building client rapport; gathering relevant information to generate call report; preparing call report • Supporting RM’s in Excess Management, Compliance/Audit related issues and generally ensuring an efficient credit process • Supporting RM’s in resolution of client queries in liaison with other Departments and assisting in ensuring continued client satisfaction. QUALIFICATIONS AND COMPETENCIES • Bachelor’s degree in a Business related field from a recognized institution. • CPA (K) / ACCA or its equivalent; • Member of Institute of Certified Public Accountants (ICPAK) or its equivalent professional body. • At least 1 year relevant experience • Ability to write letters, reports and/or perform routine calculations • Knowledgeable in financial analysis; • Good communication and interpersonal skills. • Excellent credit risk assessment skill
I&M Bank Nairobi County, Kenya
Dec 06, 2017
Full time
JOB SUMMARY: The role holder will be expected to play a central role in monitoring adherence to SFE (Sales Force Effectiveness) tools and routines across all branches under their supervision as well as coordinating pre and post roll-out interventions and future roll-out logistics. The role holder will act as the central owner of tools and materials while utilizing the same to forecast, escalate SFE-related resourcing needs and assess impact of SFE. KEY RESPONSIBILITIES: The role will report to the General Manager-Personal and Business Banking and  will be responsible for: Introducing the SFE program to RMs(Relationship Managers) / BMs (Branch Managers) and CSOs (Customer Service Officers) where needed. • Reaching out to branch leadership and providing heads-up sales effectiveness. • Identifying key stakeholders and available resources. • Finalizing program logistics. • Requesting data from branch leadership and compiling basic information on branches using Management Information System (e.g., RMs, targets, clients, cross-sell ratio etc.) Instilling SFE fundamentals in RMs & BMs • Ensuring daily morning Huddles are conducted across the network. • Facilitating daily and weekly training & coaching sessions. • Tracking activities and sending out weekly email on SFE performance and sustainability • Serving as a resource for coaching and development • Advising senior leadership on the  progress of the program Working to transition SFE capability to branches • Monitoring impact , sustainability and performance of SFE. • Updating leadership with weekly performance reports and Key Performance Indicators dashboards • Coordinating post-rollout interventions and future roll-out logistics • Taking full ownership of monitoring tools (KPIs/dashboards) • Identification of future resourcing needs QUALIFICATIONS AND COMPETENCIES • Bachelor’s degree in a Business related field from a recognized institution. • At least 2-3 years’ experience in a business development or in an analyst role in a financial institution preferably a bank • Highly motivated ,enthusiastic, proactive , flexible and result oriented • Strong planning skills , organization and presentation skills •  Strong customer focus and proven relationship- building skills • Leadership, especially influence/negotiation. Ability to go “toe to toe” with CVPs to create a relationship as an equal business partner. • Hardworking, persistent, and dependable. • Requires deep understanding of market dynamics, business strategy, customer trends, and competitor shifts to influence decision making. • Excellent communication and interpersonal skills; • Ability to drive performance and manage resources. • Strong marketing and networking skills. • Good financial analysis and reporting skills; • Excellent problem solving and decision making skills; • Knowledgeable in credit, legal (conveyancing) and lending knowledge; • Basic understanding of Banking Law; and • Knowledgeable in the Banking Act, CBK prudential guidelines and credit policies.