I&M Bank

3 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
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.