PURPOSE

This role holder will be responsible for driving Efficiency, Customer Experience, Digital adoption, and operational rigor within the VRM. This is a strategic management role where the holder will be required to identify and implement initiatives and come up with ways to monitor/measure success to ensure realization of benefits arising from operational efficiency, service and digital uptake.

KEY ACCOUNTABILITIES (DUTIES & RESPONSIBILITIES)

• Achieve the set accuracy targets for all customer instructions / applications -New to Bank and existing (Accounts, Loans, Cards and Mandate changes)
• Undertake effective call backs for all KYC documentation received from customers as per the current TAT and in line with the existing standards
• Through regular training / coaching, empower VRM Team and Branch teams with the pre-requisite knowledge and skills in customer experience, and operational rigor excellence in all aspects of processes undertaken (KYC, Compliance, Product requirements, Service etc)
• Manage the application processing, issuance and authorization of DLS applications, credit cards
• Scanning and tracking of processed customer instructions to the processing centre to ensure the set TAT is met.
• Partner/collaborate with the Branch Operations Office / Manager to drive sales and revenue growth
• In conjunction with the Virtual relationship managers’ drive customer win back initiatives e.g. reactivation of inactive accounts and account funding
• Share knowledge, experience and best practice with all VRM Team members and staff in the branch.
• Ensure staff have required tools and resources to deliver effective customer experience
• Responsible for E2E VRM and branch customer complaints and queries resolution as per the complaints and queries procedure.
• Ensure customer instructions are properly monitored and actioned within the SLA’s.
• Identify thematic customer issues, root causes and in conjunction with the VRM/Digital/credit team come up with SMART actions to address the identified issues.
• Continuously identify and support development and delivery of relevant training programs for VRM and Branch staff
• Support the VRM on agreed strategies on Digital Loans Adoption across the various channels – working together with the Channels team
• Together with VRM Mangers, create ownership of the VRM/branch performance targets. Agree and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.
• Partner with the VRM and the branch teams in supporting the branch to achieve its customer retention objectives
• Support VRM staff through seeking dispensations, Appeals, CRB Reports and any other support in product processing
• In conjunction with the Manager/VRMs and Branch teams, build and develop a high performing and motivated staff team by creating a conducive work environment, teamwork and effective succession opportunities to ensure maximum productivity
• Support in resource planning and providing regular feedback on performance
• Provide leadership by constantly offering training and guidance on the colleague’s expectations. Adequate coaching and mentoring of Sales and branch staff.
• Record Keeping-Fillings and archiving of departmental records-shared folder
• Effectively support in managing, mobilizing and coordinating VRM Team resources (Equipment, safe environment etc.) to achieve the common goals

Person Specifications

• Diploma/Higher Diploma holder. Undergraduate degree will be an added advantage.
• At least 1 year working experience in a Sales/Retail Banking environment
• Strong communication, presentation, and negotiation skills
• Thorough understanding of the banking systems
• Excellent comprehension of the Banks Policies, Processes and Procedures
• Team player
• Good analytical skills and ability to think outside the box.
• Team player with excellent interpersonal skills
• Good computer skills