Senior Manager; Loan Products
JOB PURPOSE
Loan Products Senior Manager is responsible for formulating sound and appropriate policies and procedures that will stimulate Lending Business in the bank to ensure service efficiency and cost effective loan products are provided to customers and to the general public through the bank’s networks.
Also she/he is accountable for coaching and mentoring support to the loan products team, business management and the overall performance of the products and Unit. Revenue monitoring and end to end of the loan products management.
RESPONSIBILITIES
Product(s) life cycle management
Pricing and revenue monitoring
Income targets strategies and product profitability analysis
Competence skills in teamwork and meetings management.
Mentor, manage, control and coach resource with direct line reporting.
A Master’s Degree will be an added advantage
Any course or training in product development is an added advantage
Able to deal professionally, confidently and effectively with staff at all levels, internally and externally
Ability to keep abreast of industry changes in both the business and marketing environments.
A minimum of 3 years of working experience in Product Development within the Banking Industry.
Familiar with a variety of the field’s concepts, practices, and procedures.
Conversant in Customer segmentation, Pricing and Product Development procedures/processes.
Regular review of individual performance targets and give constructive feedback for development.
Responsible in inspiring and motivating the subordinate to work hard and smarter
Being pro-active to identify products issues and resolve them timely in proactive manner.
Improve product portfolio within authority level according to set standards.
Manage relationship with business partners and all other stakeholders.
KNOWLEDGE AND SKILLS
A comprehensive knowledge of NMB loan products
A wide knowledge of NMB strategy and policies
Detailed knowledge of consumer buying behavior, marketing techniques and evolving trends
An understanding of customer segmentation theory and practice.
A detailed understanding of banking industry, advisory, regulatory and professional bodies.
A good understanding of legislation related to financial services and channel delivery
A good knowledge of constructing reports, executive summaries and briefs
Greater understanding of product life cycle
Excellent communication skills both written and oral
Business planning and Project management skills
Strong analytical and numerical skills for calculation of statistics, figures and targets
Good interpersonal and networking skills
Negotiation skills
Report writing skills
Ability to explain and handle complex information clearly and simply
Presentation, Coaching and Training skills
QUALIFICATIONS AND EXPERIENCE
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An advanced diploma/degree in Business, Accountancy, and Economy, Finance or any other related field.
A Master’s Degree will be an added advantage
Any course or training in product development is an added advantage
Able to deal professionally, confidently and effectively with staff at all levels, internally and externally
Ability to keep abreast of industry changes in both the business and marketing environments.
A minimum of 3 years of working experience in Product Development within the Banking Industry.
Familiar with a variety of the field’s concepts, practices, and procedures.
Conversant in Customer segmentation, Pricing and Product Development procedures/processes.
Deadline:2018-07-24
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Senior Product Manager; Agri Loans
JOB PURPOSE
Take a leading role in managing all aspects of Agri loan products with responsibility of Product strategy, Management and Agri portfolio P&Lto meet agribusiness strategic objectives.
Developing and strengthening the loan product team while developing the long term strategic direction for Agri Loan Products Portfolio.
RESPONSIBILITIES
Quantify market and customer needs, identify new products and opportunities and develop and execute on a product portfolio marketing strategy.
Develop and implement consumer loan strategies and tactics to drive portfolio growth.
Develop strategic full life-cycle product plans necessary to penetrate the various segments and to appropriately respond to competitive products and services
Identify, implement, and manage appropriate product partnerships to drive revenue growth and market penetration for Agri loan products.
Co-ordinate budget objectives of Agri loan products to ensure targets are achieved as per approved budget.
Keep abreast with the changes in the agriculture sector in Tanzania and have a broad understanding of agriculture value chains financing, to identify new products and propositions for the sector.
Represent the bank in agribusiness related forums and workshop which is meant to explore opportunities for products development, improvement or partnership to enhance product introduction.
Manage Agri vendors, partnership relationships and contract negotiation with appropriate parties relating to Agri loan products and special projects.
Manage and lead team including selection, coaching, performance management, and resource allocation
Ensure that customer satisfaction for all Agri loan products offered is achieved and provide accurate selling advice in line with customers’ expectations.
Actively build the capacity of customer facing team including sales and branch network through on-going product campaign and support in order to ensure qualityproduct delivery process
Maintain relationships with other senior executives in areas that may impact consumer loan product management, such as:Payment and Accounts, Credit team, Agri Business Banking, Loan Centre and Marketing.
Work closely with key stakeholders to deliver and maintain profitable consumer loan solutions that meet the needs of our clients, ensure revenue growth, market penetration, and financial goals are met.
Timely preparation of reports to management and ensure close monitoring of Agri Loan P&L
Adhere to credit policies and procedures in line with NMB and Regulatory requirements during the product life cycle
Timely preparation of reports to management and ensure close monitoring of Agri loan P&L
Perform other duties as may be directed or assigned by superior
KNOWLEDGE AND SKILLS
Good credit skills.
Sound understanding of bank’s loan products, policies and procedures
Knowledge of pricing and fee functionalities and structure applied in agribusiness.
Understanding the latest technologies/innovations applied to agriculture sector.
A detailed understanding of loan product offerings in the wider financial services industry.
A detailed knowledge of NMB strategy and policies
Good product development, business management, leadership, Coaching, Team building skills.
QUALIFICATIONS AND EXPERIENCES REQUIRED FOR THE ROLE
At least 8 years in project design in the field of agriculture with Financial Institutions, NGO’s dealing with Agriculture or Development Financial Institutions (DFI’s)
At least Eight years of banking experience suitably in agribusiness or related enterprises
Experience with drafting and negotiating; Memorandum of Understandings (MoU’s), Guarantee Frameworks and Partner Agreements
Experience in dealing with International Organizations involved with agriculture sector support and financing.
Deadline:2018-07-25
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Manager, Contact Center
Job Purpose
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Ensuring consistent and excellent customer experience through the Contact Centre channels by driving team performance through recruiting, coaching, training, workforce planning and quality management. Performance metrics include quality (NPS, customer satisfaction) and efficiency metrics (service level, call efficiency-AHT, staffing utilization) and financial performance (sales conversion rates, retention) to maximize sales and profits
Main Responsibilities
The Contact Center Manager main responsibility is to champion a culture of outstanding service through ownership and proactive promotion of first contact resolution. He / She serves customers by:
Looking at ways to improve customer experience
Continually review and improve processes, systems and ways of working
Working to a first contact resolution
Act as an ambassador for the company
The goal is to keep the unit running in an efficient manner, increase customer satisfaction, loyalty and retention.
1.Customer experience management: act as theVoice of the Customer, advocating and influencing business change and culture, actively collaborating with others to deliver change and achieve improvements in customer experience.
2.Customer experiencedelivery:oversee the complaint resolution within Contact Centre, driving efficiency and the optimization of all channels (IVR, email, chat, social media etc.) and:
· Contribute to the design and implementation of new tools/technologies, change programmes and projects which impact the Contact Centre.
· Develop objectives for the contact center’s day-to-day activities including effective resource planning and organization, shift patterns and the number of staff required to meet demand (administering scheduling systems)
· Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
3.Quality of service:enhance the quality of customer interactions, compliance, regulatory and legal obligations are met across all interactions.
· Setting and meeting performance targets for speed, efficiency, sales and quality.
· Embed a performance culture, framework and review processes to achieve service levels including developing a culture where training and development are part of the team.
· Take ownership of customers issues and follow problems through to resolution
· Develop service procedures, policies and standards
· Keep accurate records and document customer service actions and discussions
4.People Management: builda customer-focused, value-driven culture
· Develop the capability and performance of Team Leaders through strong performance management and coaching.
· Provide strong, dynamic leadership that mentors and inspires an engaged team.
· Create and nurture an environment where CC Agents can develop and excel.
5.Financial Management:meets financial objectives:
· Estimate and prepare annual budget requirements
· Adhere to and manage the approved budget
Attribute
·Significant experience of Contact center technologies e.g. CTI/ACD, IVR, WFM, QM, Social media etc.
·Strong understanding of customer service principles, performance evaluation and customer service metrics
·Familiarity of CRM solutions service principles and practices
·Result oriented, strongly motivated leader with excellent interpersonal communication and negotiation skills
·Ability to coach, develop, and mentor team members
Qualifications and Experience
· Graduate from Engineering, Business Administration or equivalent
· Certified Call Center Manager or equivalent qualification is a plus
· Minimum 5 years in Contact Center environment
· Broad experience of people management, leading and directing multiple team members in a busy task-oriented environment
· Candidates working within the Financial, Banking, Telecommunications industries will be of an added advantage
Deadline:2018-07-17
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