Job Summary:
Drive the channels business in Stone town – Zanzibar by establishing new business portfolio, relationship management and retention of KCB customers on digital channels.
Job Details
KEY RESPONSIBILITIES:
- Responsible for retention of existing and recruitment of new customers (30% retention / 70% recruitment).
- Recruitment of profitable new business and establish, manage, and develop long term, profitable relationships, ensuring the provision of first-class customer service and maximizing business opportunities to achieve key objectives and goals.
- Channel Support Manager will take on the role and responsibilities of a Team Leader as well as carrying out normal DFS Activities and targets.
- Identification of business opportunities and introduction of leads to the business team.
- Manage daily attendance levels within the team in compliance with relevant HR policies, including management and approval of leave within the team.
- Act as an enabler to digital financial services team, branch staff especially Relationship officers under supervision by providing them with tools and information to optimize sales.
- Monitor sales performance on a daily, weekly, and monthly basis and provide results to Head of digital financial services.
- Acts as an escalation point for queries that could not be resolved by the team.
- Support handling of customer feedback and follow up to closure all disputes arising from DFS products.
- Any other activity assigned by the line manager
DAILY RESPONSIBILITIES:
Staff Management 5%
- Lead, motivate and develop an itinerant team, working a cross-country region, selling the full range of digital financial services, to achieve income generation and business objectives and goals
- Performance Management responsibilities for direct reports
New Business Development 45%.
- Recruit new business within the allocated market at a profitable level
- Proactively create and develop business relationships with companies
- Build close working relationships with Branch staff, SME and Corporate team to create business opportunities
- Identification of cross sale opportunities and introduction of leads to SME.
- Implement activities to deliver value added products and services, generating increased income and revenue from existing accounts
- Fully understand the workings of DFS products and the pricing and risk strategy.
Customer contact (35%)
- Customers to be visited on daily basis and a call report to be sent to Head of DFS in weekly basis.
- Customer contact involves discussions and negotiations with customers on commercial and operational issues
- The role holder is responsible for managing and responding to customer requirements
- Establish, build, and maintain ongoing relationships with customers to develop and protect business income
- Negotiate pricing and contracts with customers at senior management or director level.
- Develop a deep understanding of the needs and requirements of customers’ businesses
- Make sound commercial judgments to retain and fully develop customer base
- Provide evidence of customer demand to influence new products / enhancements / solutions
Planning and research (5%)
- Responsible for developing a personal sales plan to achieve targeted objectives and goals
- Personal time management of day-to-day activities to maximize return on resources
- Keeping fully updated on customer activities as reported in the media and via internal Group sources
- Maintain and understand the business environment in which the customer operates
- Constantly update knowledge on all products and services offered by KCB.
MINIMUM POSITION QUALIFICATION AND REQUIREMENTS:
- Bachelor in Banking/Finance or equivalent
- Professional Qualification Merchant Acquiring and card background
- Master’s Degree in Business Administration is an Added Advantage
- A minimum of 3 years’ experience
The deadline for submitting the application is 29 June 2022.
