The new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds from cutting edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from best-in-class choice of products to investment solutions tailored to your specific needs.

Job Purpose Statement

This position is responsible for analyzing, developing and organizing business process initiatives directed at providing planned process, procedural, and best-practice improvements.

Key Accountabilities (Duties and Responsibilities), Perspective % Weighting (to add up to 100%), Output

Financial (10%)

• Analyze business processes and workflows with the objective of finding out how they can be improved or automated to save on cost.
• Manage cost cutting initiatives to adhere to the set Business process budget

Internal business processes (60%)

• Update, implement and maintain a record of all process and procedures.
• Prepare and provide regular and accurate process progress reports for tracking and decision-making.
• Participate in business-process-related change management (training, communication, reports)
• Work together with end users to observe processes in action and to understand their business needs and requirements
• Analyze process performance data and statistics to identify opportunities, suggest action plans, and recommend & implement process improvements to support Business growth and Customer Loyalty.
• Monitor productivity, quality and efficiency of processes post implementation of improvement initiatives.
  • Introduce and track process efficiency metrics
• Ensure harmonized process / procedure quality standard across processes are adhered to.
• Monitoring, measuring and providing feedback on process performance and set up remedial action for non-adherence
  • Provide recommendations and guidelines for the operation of processes
  • Implement best process management practices
  • Library management(process and procedure custody)
  • Version control for published processes and procedures

Customer (20%)

• Build and maintain positive working relationships with all levels of staff, serve as resource for IMO related issue resolution.
• Drive for the customer experience organization metrics to be achieved through process efficiency initiatives

Learning and growth (10%)

• Be self-driven and directed, build own skill and effectiveness, presentation and stake holder management
• Take courses to improve relevant skills required to perform the role optimally

Job Dimensions

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal

• • Branch operations
  • All NCBA bank departments
  • IT System Administrators

 External

• Vendors and consultants

Ideal Job Specifications  

NCBA Bank Core Value Behaviors (Performance Drivers)

• Driven – Being decisive, passionate and bold
• Open – Being honest, transparent, inclusive
• Responsive – Embracing speed, simplicity and innovation, and focusing on our customers.
• Trusted – We value teamwork, integrity and accountability.

Ideal Job competencies

Technical Competencies

• Bachelor’s degree in Business Administration, Finance, or a related field
• 3 years of relevant professional experience in the banking or financial services sector
• Data Analysis – Knowledge and experience in analytical tools
• MS Office – Knowledge and experience in MS Office to develop reporting frameworks/protocols in a manner that consistently drives higher performance standards.
• Banking Knowledge – Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Organizational Skills – Ability to plan and organize self and work in order to achieve objectives and targets and is determined to and accountable for delivery of outcomes and is able to overcome obstacles in order to move forward

Behavioral Competencies

• Communication Skills – Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.  Good written and oral communication skills
• Leadership – Individual contributor exercises self-leadership delivering assigned work in line with professional and technical standards within given time frames. Is reliable and works collaboratively. Has high moral intelligence.
• Customer Engagement – Resolves stakeholders (internal & external) highest quality service and monitors to confirm that their needs have been comprehensively addressed.
• Provides prompt and insightful feedback to relevant stakeholders to enable them to address the root cause of the challenges faced by customers.
• Self-Empowerment – To enable development of open communication, team work and trust that are needed to support performance and customer service oriented culture
• Planning and organizing – Organizes and schedules events, activities, and resources.  Sets up and monitors timescales and plans to effectively deliver