Manager – Financial Markets Operations
Department: Central Operations
Reports To: Head of Central Operations
Reports To: Head of Central Operations
Job Purpose
Responsibilities
·
Quality of Financial market
Operations(40%)
·
Prevention of exposures to and impact
of risks associated with Financial Market Operations(20%)
·
Quality of leadership throughout the
Financial Market Operations department and how effectively that translates into
conducive work environment and employee satisfaction (10%)
·
Adequacy of personal and staff
competence to effectively perform Financial Market Operations activities (10%)
·
Effectiveness of Financial Market
Operations infrastructure and systems (policies, processes, procedures and
tools) in achieving compliance requirements, optimal efficiency, resource
utilization and cost containment (20%)
Competence Requirements
·
Leadership to nurture and sustain
employee satisfaction; and to manage changes.
·
Performance Management to optimize
employee productivity
·
Organization development to
effectively structure the Treasury operations department for optimal
performance
·
Knowledge and experience in modern
Treasury operations practices in medium to large banks to provide guidance on
quality improvements and tactical changes.
·
Interpersonal skills to effectively
communicate with and manage customer expectations (internal and external), and
other stakeholders who impact performance.
·
Technical skills to effectively
perform and/or guide performance of Treasury Operations activities/tasks in a
manner that consistently produce high quality of service.
·
Knowledge of relevant products and
services
·
Knowledge and effective application
of all relevant banking policies, processes, procedures and guidelines to
consistently achieve required compliance standards or benchmarks.
·
Self-empowerment to enable
development of open communication, teamwork and trust that are needed to
support performance and customer-service oriented culture.
Qualifications
·
University degree
·
Six years’ experience in banking
operations with specific experience in treasury operations.
·
Two years’ experience in supervisory
role.
·
AKIB(K) and/or other relevant
professional qualifications in banking would be added advantage
·
Practical experience in use of
relevant MS Office applications.
How to Apply
Business Support Manager
Department: Customer Experience
Reports To: Head of Customer Experience
Reports To: Head of Customer Experience
Job Purpose
The purpose of the role is to
implement and manage the operational business process management framework
across various functions including enforcing compliance with policies,
processes, procedures and controls and coordination ensuring quality of
performance on Service Level Agreements with a view to enhancing customer
experience.
To manage and review procedures,
processes and user experience in line with customer expectations, bank
standards and industry benchmarks aimed at enhancing customer experience at all
touch points and channels.
To manage projects that involve the
customer experience function.
Responsibilities
·
Develop, implement and maintain
customer centric business processes and ensure that they are operationalized in
all customer facing business systems (20%)
·
Continuously review business
processes and user experience in line with changing customer expectations (30%)
·
Drive the measurement and
implementation of SLA adherence and review (10%)
·
Drive CRM management and upgrade and
review of functionality to ensure utilization of functionality and fit for
purpose for sales, marketing, retention and service management (10%)
·
Ensure systems in use to serve
customers are customer centric and enable provision of a superior customer
service (20%)
·
Project management (20%)
Skills
·
Interpersonal skills to effectively
communicate with and manage customer expectations (internal and external), and
other stakeholders who impact performance.
·
Quality orientation to effectively
define and review activities/tasks in a manner that consistently produces
processes and procedures that support high quality of service.
·
Knowledge of relevant products and
service
·
Knowledge and effective application
of all relevant banking policies, processes, procedures and guidelines to consistently
achieve required compliance standards or benchmarks.
·
Self-empowerment to enable
development of open communication, teamwork and trust that are needed to
support performance and customer-service oriented culture.
·
Excellent written and verbal communication
skills (articulate) coupled with good listening, and critical reasoning skills.
·
Proactive, confident, energetic and
able to work under pressure with a positive attitude and use good organization
skills.
·
Project management skills.
·
Excellent interpersonal skills.
·
Good decision making skills
·
Practical experience in use of
relevant MS Office applications.
·
A superior understanding of the use
of CRM, Call Centre and Banking systems.
Qualifications
·
University Degree –Upper 2nd Class or
equivalent.
·
5 years working experience in
Sales/Customer service environment, of which 2 years should be in Project
management role
·
Knowledge / Certification in ISO
9000:2008 will be an added advantage
·
Practical experience in the use of CRM
and Contact Centre management systems
·
Practical experience with banking
applications software and advanced user skills for relevant MS Office
applications and data analysis tools like ACL or equivalent
How to Apply
Apply here 
