A
leading financial institution in Kenya wishes to strengthen its team through
the recruitment of highly competent individuals to fill the following positions
within the organization and its Branches.
The
sought after individuals must have excellent work ethics, be result oriented
and team players.
FOSA
Manager
Reporting
to the Head of Operations, the FOSA Managers will be responsible for the
overall performance and routine running of the FOSAs as set by the institution.
The
successful candidate will have excellent knowledge of FOSA / Banking policies,
procedures and services, credit principles, passion for customer service, sales
and administration.
Key
deliverables of the job include:
Customer
Service
- Ensuring
that members are handled in a professional, efficient and effective manner
and that information is provided to all members and visitors in a timely
and correct manner.
Business Development
- Proactive
recruitment of new members and aggressive marketing of the institution’s
products to new! existing members to meet business targets.
People Management
- Ensure
that the right people are placed in the right positions in order to reduce
workload, overtime and staff turnover.
- Effectively
plan and conduct formal and on the job trainings to ensure that sufficient
expertise is available to ensure work performance, sufficient knowledge of
staff and their duties to conduct effective performance evaluations in
accordance with the institutions guidelines.
Credit Administration
- Effective
administrative management of the loan facilities in compliance with the
institution’s loan policy and procedures.
Administration Support
- Provide
efficient management of the frontline service areas and the back office
areas, to provide excellent customer service through the direct frontline,
ensure proper cash control in the Teller and Cash Asset areas and ensure
proper indirect support at the administration areas.
Security Management
- Effective
and efficient administration and management of the branch in compliance
with the institution’s rules and regulations to minimise risk to the
organisation.
Academic and Professional Qualifications:
- A
Degree in Accounting / Business Management / Co-operative Management /
Banking or related field.
- CPA
(K), ACCA or ACA will be an added advantage.
Qualifications and Experience:
- A
diploma in Communications, Business Administration, Co-operative
Management or related field.
- Excellent
customer service skills
- Excellent
verbal and written communication skills
- Computer
literate
- At
least two years working experience in customer service.
Customer Service Executives
Reporting to the FOSA Operations officer, the successful Customer Service Executives will be responsible for ensuring that members visiting the organization are accorded exemplary customer service with all their queries and needs being attended to in an efficient, effective and polite manner.
Responsibilities
will include:
- Working
diligently with other team members to ensure the provision of excellent
customer service to all Branch Officials, members and the general public
visiting the FOSA.
- Attending
to Branch Officials, members and the general public’s queries verbally or
in writing.
- First
point of handling and resolving of all complaints within the FOSA.
- Escalation
and follow up of members’ issues.
- Account
opening for new members.
- Providing
members and potential members with product and service information.
- Ensuring
FOSA compliance with the Customer Service Charter.
Qualifications and Experience:
- A
diploma in Communications, Business Administration, Co-operative
Management or related field.
- Excellent
customer service skills
- Excellent
verbal and written communication skills
- Computer
literate
- At
least two years working experience in customer service.
Previous relevant work experience required.
Must have worked as a Customer Service Executive for at least three years.
Applications
for the above vacancies should be received on or before Wednesday 6th April,
2016 through the following address:
DN/A 1909
P.O. Box 49010 - 00100 GPO
Nairobi
Please Note
Only shortlisted candidates will be contacted.
Canvasing
will lead to automatic disqualification.
