New Job Vacancy at National Bank of Commerce (NBC) – Head of Customer Network & Business Development
|
| National Bank of Commerce |
Location: Head Office NBC
Type: Full time
Job ID: R-15918919
NBC
is the oldest serving bank in Tanzania with over five decades of
experience. We offer a range of retail, business, corporate and
investment banking, wealth management products and services.
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Job Summary
Reporting to Head of Retail banking, Head of Customer network & Business Development has responsibilities:
•
To drive and deliver performance in Sales, customer management /
experience, operations, controls and expense management for Branch
Network.
• To manage the bank’s service channel as a pan bank service outlet.
• To meet and exceed the P&L targets assigned by NBC.
•
To device and implement Sales and Service strategy and optimize the
Customer Network – This includes Branch Network, ATM Network, Alternate /
Digital Channels including Agency Banking etc.
• To provide business leadership & operational excellence to all customers including internal customers (staff).
•
To develop, enhance and implement an effective / robust controls and
processes across the customer network, direct sales and products for
NBC.
• To ensure all local regulations and corporate policies are adhered to in customer network.
• Development and Implement of Branch Network Strategy (Physical / Digital), in line with Retail Banking strategy
• Manage the customer Network Team across the entire NBC network towards the Banks strategic Objectives.
• The main purpose is Loan and Advances, Deposit and alternative product growth at allotted branches
•
This entails managing of all Sales Activities, Supporting, monitoring
and training of Branch Sales Officers in all the respective branches
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Job Description
PRINCIPAL ACCOUNTABILITY
Branch Distribution
- Spearhead
a holistic customer acquisition, service and customer portfolio
management strategy across the branch distribution network comprising of
the three major business segments namely Retail, Cards and Business
Banking to meet local and regional sales goals set for the branch
distribution channel - Accountable for Balance sheet of the branch Network.
- Meet
and Exceed Customer Network P&L for NBC (Retail, Business Banking,
CIB and Markets) by ensuring an effective and robust management of
customer network - Develop effective organization structure
serving the Bank cost effectively. Embed efficient organization
structure to support NTB Sales, relationship management, service and
operations - Ensuring the branch distribution is positioned to meet NBC strategic needs whilst meeting its branch standards in terms of;
- Physical look and feel
- Quality of staffing
- Quality of customer service
- Champion
the cultural change needed to reinforce consistent Sales, Service and
Portfolio management disciplines where there is absolute accountability
for value. - Support and guide People Development to ensure
optimal utilization and delivery with the right number of people with
the right skills at the right cost to achieve business
targets/objectives. - Embed best practices to drive growth of
‘Involved and engaged’ customer portfolio in the branch network so as to
leverage the network appropriately through Customer Life-stage
Management (CLM) frame work. - Work with segment heads to support sub-segment of retail (Premier, Prestige, Personal and Islamic Banking) on sales and service.
- Work with other business in ARO to be able to leverage of their experiences through exchange of the best practices.
- Performance KPI
- Loans sales as per STP
- Liability accounts sales (Including payroll acquisition) as per STP
- Cards sales as per STP
- Mortgages / ABF / Islamic Banking / banc-assurance sale as per STP
- Sales / Balance-sheet /P&L Targets – as per STP
- Asset balance (Including cards) sheet growth as per STP
- Impairment Retail Banking performance as per STP
- Retail Segment (Premier, Prestige, Personal) Sales / Balance-sheet /P&L Targets – as per STP
- Product penetration levels as per STP driven by CLM
- Cost performance as per STP
- E- Channels penetration / usage as per STP
- Customer satisfaction scores as per STP
- Customer attrition / Retention as per STP
Ensure,
together with HR and Training & Development, that branch staffs are
adequately trained / certified as required by internal policies and
regulatory requirements
- Liaise with key functional stakeholders and appropriate organizational chains to drive the organizational agenda effectively
Network Strategy, Development and Usage
- To
implement a strategic approach to ensure that the overall channel
portfolio is aligned to the business objectives of NBC and meets
customer requirements and market demand in a profitable and efficient
way. - Anticipate global trends on innovation, and identify
probable impacts on the business and provide direction and solutions for
the organization. - Develop and implement a sustainable business model and marketing strategy for digital channels
- Create
Delivery and Service opportunities to enable the effective end-to-end
delivery of both products and services through all Channel platforms - Build capability to ensure fulfillment of the sales and service functions
- Deliver a cross sell strategy to drive channel penetration objectives for Retail highlighting segment and sales synergies
- Develop strategic alliances and partnerships with third parties to drive NBC revenues e.g. M-PESA , Tigo pesa etc
- Drive
the Retail Branch strategy through a robust branch performance model to
assist in determining appropriate strategies to be implemented for each
branch - Drive Branch Segmentation to ensure our branches are aligned to the area’s economic activities.
- Ensure
clear measures are in place to monitor performance of non-performing
branches and come up with key strategic actions for these sites - Embed a blended Retail branch score card that will aid in driving our performance.
- Implement Sunrise projects that will aid us to improve on customer experience
- Develop
new opportunities to ensure we are strategically located and increase
our foot print in locations inhabited by our target market - Build
the organization’s brand by improving the look and feel of branches and
ATMs through Renovations ,Maintenance and Commissioning of new ATM and
Branches - Performance KPIs
- Increased digital sign-up
- Reduced cost to serve though migration from branch
- Improved NPS Score
- Increased revenues from strategic alliances and partnerships
- Increased revenue
- Increased balance sheet
- Improved NPS scores
- Improved brand loyalty
- Reduced costs
Customer Experience
- Ensure
design and delivery of the NBC Customer Experience strategy to support
the achievement of the country’s segment and product line objectives, as
well as the ABSA Strategy. - Ensure implementation of customer experience processes for each segment and/or product line.
- The customer experience strategy encapsulates the following areas:
- Products:
Current Accounts, Transactional Accounts, Savings Accounts, Fixed &
Call Deposit Accounts, Personal Loans (Secured and Unsecured), Business
Loans (Secured and Unsecured) and Credit Cards. - Segments: Premier, Prestige, Personal, Mass Market and Business (tier 1-4)
- Channels: Branch network, Digital – Hello Money, Internet Banking, NBC Mobile Banking, any other channels the bank may launch.
- Products:
- To embed portfolio management and relationship deepening expertise to segments and the branch network.
- Ensure the balance sheet and fee income targets relating to portfolio management and relationships deepening are met.
- Performance KPIs
- Increased revenue
- Increased balance sheet
- Improved NPS scores
- Improved brand loyalty
Physical Brand Management in Customer Network
- Ensure maintenance and up-keep of NBC Branding standards across customer network working closely with Marketing / Sourcing
- Ensure
up to date brochures, posters and other information material in
customer network working closely with business, products, segments and
marketing.
Drive And Business Direction
- Interface with key business influencers to help in employee penetration to achieve target sales
- Build rapport with high net worth clients to increase product penetration and wallet share
- On a regular basis hold workshops with regional managers to ensure that they are well aligned to business strategy.
- Share
best practice and market intelligence to review and rebase line
strategy whenever the market demands it to ensure we remain competitive - Resource Management
- Resource,
develop and retain a motivated high performing team committed to
achieving success through each other. Agree challenging performance and
development objectives for all direct reports providing regular
feedback/coaching to ensure their maximum potential is achieved - Cultivate confidence in the regional management leaders and inspire them to be passionate about the customer experience agenda.
- Foster a positive, prideful work environment with open communications, timely resolution of conflicts and regulatory compliance
- Discuss and finalize performance development plans and ratings for your direct reports
- Create development opportunities within your segment by embedding succession planning and identification of potential leaders
- Motivate staff and ensure they are recognized through the NBC and Absa recognition schemes
NEW TANZANIAN JOBS, INTERNSHIPS AND VOLUNTEERING OPPORTUNITIES 2021 (1,319 POSTS)
Qualifications
Analytical
Thinking – Advanced (Meets all of the requirements), Bachelor`s Degrees
and Advanced Diplomas – Business, Commerce and Management Studies,
Commercial mindset – Senior (Meets all of the requirements), Customer
Excellence – Service Management (Meets all of the requirements), Digital
familiarity (Meets all of the requirements), Experience in a similar
environment at management level, Leading people – Leadership level
(Meets all of the requirements), Openness to change (Meets some of the
requirements and would need further development)
Deadline: 16th July, 2021.
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