Co-operative Bank Kenya
Head – Customer Relationship Management (CRM)
Head – Customer Relationship Management (CRM)
Are you passionate about customer
relationship management?
Do you have personal drive to analyze
customer data and provide dedicated exceptional service?
Are you extensively experienced in
this area?
If you are goal-driven, creative,
detail-oriented and enthusiastic about providing exceptional service to
customers with an aim of meeting their business needs, then you should consider
this opportunity.
As the Head of CRM, you will be
responsible for collecting and creating smart and compelling content/user
requirements that support both strategic and tactical marketing/sales
initiatives.
Also, you will work closely with the
business intelligence teams,, product teams, sales teams and users to generate
solutions and tools that drive the highest possible impact and results.
You are a champion for our adopted
platforms and processes and you will be required to develop best practices and
training with our Relationship managers, bankers and Sales Teams to ensure 100%
utilization of the CRM and drive the sales.
The Role
Specifically, the successful
jobholder will be required to:
·
Drive the bank’s revenue across the
different segments and products through customer data analysis, customer
segmentation (clustering), profiling and modelling for campaign development.
·
Drive the bank’s cross selling
strategy by evaluating data and identifying the next best product for existing
customers.
·
Drive development of key matrices
that will be used in the identification of the products and services best fit
for our customers.
·
Work with the customer (business
teams) to identify their business needs and to gather requirements, define
business processes, then relay this information to the technical team who will
in turn translate them and generate test scripts
·
Plan, develop, implement, and support
new or existing CRM functions, tools or practices.
·
Evaluate core CRM processes and
develops key initiatives for process improvements and efficiencies while
driving consistency and best practices in CRM usage
·
Work with the internal training
organization to ensure that new functionalities are clearly documented and
reflected accurately in training materials
·
Research potential business
requirement solutions using various resources and then review the developed
solution and assist in user acceptance testing (UAT) process and deployment
·
Develop initiatives to help improve
and drive branch or alternative channel data capture.
·
Continually test and refine the end
to end customer contact strategy across all relevant channels.
·
Participate in a variety of special
projects as requested, including explorations of system or process
improvements, new retention categories, and other joint projects.
·
Undertake tasks in support of the
daily running of the CRM business tools
·
Enhance integrity on the customer and
campaign data.
Skills, Competencies and Experience
The successful candidate will be
required to have the following skills and competencies:
·
A Business related Bachelor’s degree.
·
5+ years’ experience in Customer
Relationship Management within the financial Industry as well as a wealth of
experience in customer-facing work with proven ability to deliver results.
·
Has good understanding of both CRM
processes and the use of analytics to measure and optimize performance and
understands the Banking processes, procedures and controls.
·
The position also requires a strong
knowledge of budgeting and forecasting.
·
Proven track record of taking
ownership and effectively managing long- and short-term projects, from start to
finish.
·
Articulate, with strong interpersonal
skills, analytical and professional with an enthusiastic attitude and focus on
results.
·
A high aptitude and comfort level
with technical environments.
·
Ability to work in a highly demanding
environment and able to meet aggressive deadlines.
·
Strong communication skills both in
person and in writing with excellent presentation skills.
·
Strong organizational skills with an
ability to manage competing client demands.
·
to support senior managers on
operational criticality
·
General awareness of the banking
industry ICT operations and security procedures.
Relationship Officer – Corporate Banking
We are looking for people who do
things differently and who go the extra mile to make sure our clients have the
best to succeed.
You have an enviable performance
track record, with great follow through and always focused on achieving
results. You are passionate about service delivery and you have demonstrated
very good analytical skills coupled with the ability to decipher great amounts
of data.
You have excellent people skills and
you are well experienced in credit analysis. You possess very good knowledge of
Corporate Banking especially around compliance and Risk Management.
Reporting to Head Corporate Banking
with a dotted reporting line to a Relationship Manager, the Relationship
Officer will support relationship/Account Manager in credit analysis.
The role holder will perform
monitoring and control of designated portfolios to ensure that the department
maintains a quality loan book by also ensuring compliance compliance to Bank’s
policies on KYC, AML and the prudential guidelines.
The role holder will also provide
back up support in client management by providing timely response to all
queries, timely feedback of inquiries and efficient service delivery.
The
Role
Specifically, the successful
jobholder will be required to:
·
Carry out Loan application analysis
and completion. Follow through the credit application from the proposal stage
to disbursement. This will entail obtaining all the necessary documents for a
thorough analysis of a facility request as per the bank’s Lending manual &
credit policy, Spread the information in Finales and comprehensively analyse
the spreads and Engage Product technical teams on specialized credit facility
structuring, obtain its’ approval/decline then advise the customer via an appropriate
letter of offer/letter of reject. Where the loan is approved, ensure that the
securities are in place, proper charging done, the facility insurance obtained
and the compliance certificate completed.
·
Perform credit analysis – ensure that
credit proposals have been well analyzed and presented and ensure the portfolio
under management remains of good quality and as per the bank`s credit policy by
monitoring and control i.e. effectively and efficiently manage the PAR
(Portfolio at Risk) Excess, and Collateral.
·
Respond to early alert reports and
promptly advice the Remedial Credit Unit clients that require their attention
before the position gets from bad to worse.
·
Ensure distinctive customer
experience – ensure focused efficient and effective customer service frameworks
which will increase the flow of business from existing customers and generate
business from new customers.
·
Obtain status reports on the client,
directors, guarantors if any, suppliers etc. and make regular customer visits
and ascertain the level of activities, stocks etc. and analyze
annual/management reports on annual/quarterly basisas well as interrogate
account plans to ensure all leads identified are closed. Make follow ups on
issues raised/captured under the call report with the customer/person/relevant
department.
·
Prepare Limit review reports and
effectively advise the RMs and ARMs on renewal of overdraft limit expiry dates
to ensure timely review of overdraft limits as well as ensure pre-approval of
excesses. Ensure the land rates and rent, Insurance certificates, Valuation
reports are up to date.
·
Ensure data integrity of the
Department Asset and Contingent book in terms of interest rates, Corp flags,
ARO (Account Relationship Officer) codes, Base codes etc. Ensure proper ARO
coding to avoid income leakage and perform portfolio audit review and
implementation to ensure the department maintains a rate not lower than
satisfactory.
Skills,
Competencies and Experience
The successful candidate will be
required to have the following skills and competencies:
·
A bachelor’s degree preferably in
Business/Commerce/Economics or a degree in a science or other related field
where analytical skills are gained.
·
At least three (3) years of frontline
banking experience in Credit Management or Credit Analysis.
·
Excellent communication &
interpersonal skills.
·
Demonstrable knowledge of market’s
regulatory framework, operations and practices.
·
Proficient in MS Office with
excellent report writing & Presentation skills.
·
Sound knowledge of financial analysis
and cash flow projections.
Database Administrator
We
are looking for a seasoned database administrator with a knack for end-to-end
proactive database design and management, a gritty never-say-die doer who
relishes challenges, is dynamic, resilient, creative and highly motivated.
If
you looking for an employer who promotes individual excellence and mutual
respect in a team-driven culture with a key focus on social empowerment, then
the Database Administrator position within The Co-operative Bank of Kenya, “The
Kingdom Bank” is the perfect opportunity for you to scale new horizons.
The
role holder will ensure performance monitoring and management of database, data
warehouse components, Supporting Infrastructure, and general ICT systems
through setting up of optimal performance benchmarks and the use of modern best
practice and appropriate tools to meet business performance growth demands,
ensure system security, business continuity and competitiveness in product and
service development.
The Role
Specifically,
the successful jobholder will be required to:
·
Monitoring performance and managing
parameters to provide fast query responses to front-end users ensuring
performance of production databases.
·
Monitoring including systems logs,
events and event correlation and maintaining performance statistics and setting
baseline statistics.
·
Monitoring and managing the high
availability components including RAC, Data guard, RMAN, ASM and the underlying
infrastructure for mission critical databases.
·
Developing, managing and testing
back-up and recovery plans and ensuring that storage, archiving, back-up and
recovery procedures are functioning properly.
·
Take lead role in the various I.T.
audits in providing necessary information and enforcing closure of audit,
change management and compliance issues.
·
Manage key I.T. risks for all
database systems and ensure proper mitigation.
·
Take lead role in BCP and disaster
recovery preparedness through periodic testing as scheduled and update of
disaster recovery procedures and sharing the results with management.
·
Team up with applications support,
development and infrastructure team in the development, implementation,
management applications, infrastructure, and monitor system health in order to
proactively identify weaknesses and address them.
·
Perform database tasks such as schema
design, capacity planning, maintenance, trouble shooting, and change control
activities.
·
Considering both back-end
organization of data and front-end accessibility for end-users and further
refining the physical design to meet system storage requirements.
·
Installing database management
systems (RDBMS) using best practice; ensure compliance with RDBMS license
agreements and maintain upgrades and critical patches
·
Creating and maintaining database
documentation, including data standards, procedures and definitions for the
data dictionary (metadata) and maintain all technical documentation relating to
database management.
·
Communicating regularly with
technical, applications and operational staff to ensure database integrity and
security.
·
Perform under limited supervision,
maintain reliability of data and databases, and assist in developing and
implementing standards for database maintenance and configuration.
Skills, Competencies and Experience
The
successful candidate will be required to have the following skills and
competencies:
·
Bachelor’s degree in Software Engineering,
Computer Science, Information Technology, or related discipline, or equivalent.
·
3 -5 years in database technology
with experience deploying database and data warehousing technologies (e.g. High
Availability, Real Application Clusters, ESBU Backups, Partitioning, Oracle
DataGuard) in production environments.
·
Oracle RDBMS 11g/12c OCP
certification as well as strong SQL and PLSQL skills including data warehouse
objects such as partitioning and materialized views.
·
Skills in Oracle Engineered Systems
e.g. Oracle SuperCluster, Exalytics, Exadata Storage, ZFS storage and
SmartScan.
·
Skills in Data Integration, Data
Warehousing, Business Intelligence, OLAP, and Data mining as well Familiarity
with ICT standards such as ITIL, COBIT.
·
Proficiency in various operating
systems like AIX, Solaris, Linux & windows.
·
Thorough knowledge on data profiling,
data modeling and data validation and associated tools; Skills in Database
Sizing, Storage, Performance, and Security Considerations.
·
Strong analytical skills; ability to
analyze and correlate complex data and excellent knowledge on the Oracle
Technology stack as well as excellent knowledge of ICT system architectures,
platforms and Infrastructure.
·
Ability to effectively communicate
complex technical issues and exhibit a wide degree of creativity and latitude
coupled with the ability to lead and direct the work of others without the
benefit of a direct reporting relationship as well as the ability to utilize
independent judgment and to support senior managers on operational criticality
·
General awareness of the banking
industry ICT operations and security procedures.
How to Apply
If
you fit the profile, then apply today!
Please
forward your application enclosing detailed Curriculum Vitae to
jobs@co-opbank.co.ke indicating the job reference number DBA/SSD/2018 by 27th
Dec, 2018.
We
are an equal opportunity employer.
