Summary
Date Posted: Thursday, April 11 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose Statement
• Provide administrative support in the implementation and management of electronic channels, support revenue generation, co-ordinate sales initiatives with ALL Corporate and SME Relationship Managers, Personal Banking Relationship Managers, Officers, Branch Business Managers and provide support in acquisition of new business, retention and growth of existing business to deliver profitable business growth targets.

Key Accountabilities (Duties and Responsibilities)
Financial (25%)
• Achieve revenue targets, profitability and growth as per agreed budgets.
• Balance sheet growth and management, driven through Products, Channels, Mobile & Agency Banking.
• Be responsible for the portfolio’s financial growth through client growth and retention strategies.

Customer (20%)
• Participate in customer surveys and achieve targeted metrics for both internal and external customer.
• Work with Line manager to design, develop, improve and implement customer engagement strategies and Digital solutions that deliver great customer service and customer satisfaction.
• Drive strategic initiatives and activities across channels and mobile banking innitiatives to ensure good quality customer experience
• Manage and coordinate the Unit’s client engagement efforts and ensure that vendors are clear on their contribution and expected outcomes.
• Inculcate a customer- centric team culture that focuses on efficient service delivery and excellent customer service.
• Develop and implement customer centric processes/enhancements to drive service usage.
• Act as the ‘Voice of Customers’ in carrying out the design and implementation of the end-to-end customer journeys
• Monitor the service satisfaction of products by conducting internal / external surveys, benchmarking the activities of major market players and crossreferencing market best practices
• Review, dissect and rectify issues arising from complaints and / or regulatory requirement that may impact customer satisfaction and NCBA’s reputation, whilst taking the opportunity to translate them into effective programme and process enhancement initiatives

Internal Business Practices (35%)
• Initiate and coordinate to promote usage of Mobile and Internet Banking.
• Create awareness of the various Channels to both internal and external customers to increase utilization.
• Coordinate with the relevant parties to ensure customer support to channels is given in an efficient and timely manner.
• Coordinate with the relevant parties to solve problem queries on channels and mitigate satisfaction and endeavour to provide answers immediately where possible.
• Run training interventions and workshops for Sales teams and other relevant teams and stakeholders, to ensure successful implementation of new solutions and sustained growth of existing solutions.
• Work with the line Manager to monitor competition and emerging Channels and Digital technologies, and develop strategies and tactics to reduce any threats to ongoing and future Retail business.
• E- Channel promotion and enrichment initiatives. This will involve all initiatives aimed at increasing uptake of the channel solution in line with Bank’s channel strategy.
• Maintain, generate and extend usage of e-channels, support the existing system and have a vision to enhance and improve channel capabilities to enhance Retail Banking’s competitiveness in Uganda and Region
• Support product sales teams with various sales drives, campaigns, events and staff trainings on new and existing products.
• Assist in attrition and volumes tracking of Cash Management customers.
• Support operating model optimization in line with market and growth opportunities
• Review process flows to offer a unique customer experience on agency channels
• Product Monitoring and reporting
• Business processes and channel management system review and improvement
• Suspicious Transactions monitoring , reporting and mitigate the Unit’s related risks in conjunction with supporting units such as Operations, Information Technology, Risk, Audit, Compliance etc.
• Growing products and channels usage to achieve transaction volume target
• Coordination of activities of branches, super agents or BTL agencies.
• Quality Assurance, Compliance and Control (KYC, Agency Banking activity reports, internal controls, audits, etc.)

Learning and Growth (10%)
• Ensure attendance and completion of all relevant training.

Ideal Job Specifications
Academic:
• A Bachelor’s degree from a recognized University.

Professional:
• Professional qualification in IT/Project Management is an added advantage
• Proficient in Ms Office Suite – Ms Word, Power Point, Ms Visio, Ms Excel, Ms Access etc

Desired work experience:
• At least 2 years work experience in banking or related field
• Experience in customer service and e-banking & cash management products
• Critical – operational knowledge of Channels and\or Digital Banking
• Previous experience in a Channel\Digital Banking or Digital Sales role



Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure

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