Business Support Manager – ESD at NBC Bank Limited

National Bank of Commerce

Business Support Manager – Enterprise Supply Chain Design (ESD)
locations Head Office NBC
time type Full time
job requisition id R-15964764
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.

Job Summary
•
Acquire and manage relationship with NBC and Non-NBC Corporate
customers to develop value chain opportunities through a consultative
approach.
• Support Head of SME Banking in effectively achieving revenue targets, deliver excellent service and meet productivity targets.
•
Develop and manage a high-performing sales team of Relationship
Officers through coaching, talent management programs and specialized
training programs.
• Support SME’s regional managers and Ro’s on processing their application from the approval to payment.

Job Description​
Accountability: Business Management -40%

• Achieve
  agreed asset targets by managing and supporting a team of Relationship
  Officers through offering of a wide range of products and services to
  SME clients.
• Develop and market the bank’s business through
  contact with SME customers, high net-worth individuals and other
  prospective clients.
• Support Relationship Officers’ sales and
  performance targets by proactively monitoring and acting on Daily
  Scorecards, Monthly financial and Operational reviews, Call Reports, and
  pipeline of business opportunities reports.
• Monitor and manage companies/clients applications at a satisfactory rate of return to the bank.
• Provide
  value added engagement with other departments and Product Specialists
  within the bank on assuring customers applications are effectively
  attended as per the SLA.
• Work with Risk Department in building
  awareness and comply with KYC, AML, and Financial Sanctions and
  Prohibitions of Business Activity policies for the SME Banking
  Department.
• Coordinate and organize the SME’s Lending Forum
  Meetings constituted to assist the business in managing the review of
  lending activities on regular basis ensuring that customer recruitment
  is in line with risk appetite, profitable customers are given the
  attention they deserve and problematic customers are identified upfront
  and given proper attention.

Customer Service Management 20%

• Proactively
  and professionally support Relationship officers to manage client
  experience by providing appropriate on job training and coaching on
  product and services delivery.
• Keep an active and accurate
  records/log of customers complains discussions/correspondences with
  clients and provide timely feedback on unresolved /resolved issues.
• Effectively co-ordinate client relationships/activities with other department within the bank.
• Use client feedback to improve product and service offering.
• Participate
  in weekly performance review, and knowledge sharing meetings with
  Regional Managers, Branch Managers and Relationship Officers.
• Conducting
  maintain constant dialogue/sharing of information with other
  departments (Retail and Corporate Credit, Corporate Banking, SMU, ICU,
  Treasury and Legal).
• Coordinate local functions/community/governmental and business development activities
• Develop
  and maintain contact with Product Specialists in other areas of the
  bank, including Corporate Banking, Treasury, and Retail
  Banking.Understand and articulate aggregated cluster requirements
  feedback to shape the customer proposition and product offering
• Ensure high quality, knowledgeable service levels in branches to exceed customer expectations
• Build a motivated, committed and focused Branch teams, consistently delivering creative, precise and customer-focused service
• Act
  as the escalation point for HOT complaints. Visit high net worth or key
  clients on request from the branch managers and relationship managers.
• Ensure
  branch network service excellence through continuous monitoring of
  service scores and with service manager develop plans for improvement.
  Discuss and agree plans with direct reports.
• Collaborate cross-functionally to provide high standard of service delivery
• Engage in high-net-worth client meetings as needed for complex scenarios reviews and consultations

People Management and Development 15%

• Create an empowering environment for team members, encouraging individual ownership and initiative.
• Set high performance and productivity standards for team.
• Involve Head of SME and in developing the annual resource and capacity plans.
• Build and develop a high performing team, through embedding performance management and coaching.
• Enhance
  performance of Relationship Officers by identifying training needs, and
  ensure coaching or delivery of training takes place.
• Drive employee development and engagement within the cluster and branch teams that results in a high performance culture
• Conduct effective performance management for direct reports
• Monitor and ensure that all Branch Key Performance Indicators are achieved
• Create an empowering environment for direct reports through encouraging end to end ESD business process ownership.
• Initiate
  HR processes for direct reports when required e.g. disciplinary
  process, leave management, learning and development, talent
  identification etc in consultation with HR
• Acts as escalation point for grievance cases touching on Ro’s in the region
• Motivate staff through appropriate recognition schemes.
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development

Accountability: Risk, Control and Compliance Management 15%

• Work
  with Risk Department in building awareness and comply with KYC, AML,
  and Financial Sanctions and Prohibitions of Business Activity policies
  for the SME Banking Department.
• Ensure that All Relationship
  Officers review their portfolio on a monthly basis and ensure that all
  documentation required (KYC, AML and Sanctions) are up to date, and
  escalate any unresolved KYC requirements to the relevant mandated
  holders.
• Ensure Relationship Officers take accountability on the
  accuracy and quality of the documents, loan applications, ICU checklist
  and other related documents.
• Ensure the region operates in a
  compliant manner and adheres to relevant company and regulatory
  requirements to achieve satisfactory grades in local & Group Audits
• Monitor
  branch operations and control performance to ensure that branch
  standards in the cluster are met and where required review branch
  remediation action plans.
• Review incident reports raised from branches and take required actions e.g. escalation, disciplinary action etc.
• Signoff all dormant account and all other refunds above branch manager limits
• Understand and manage risks and risk events (incidents) relevant to the role.”
• Contribute
  and deliver to the improvement of the risk profile by delivering
  improved governance, risk management, controls and compliance
  requirements.
• Ensure all financial crime matters are addressed on time e.g. annual PEP & HRR,LR reviews
• Control Non-performing Assets to within regulatory and Industry standards
• Hold
  cost center for network related non-branch expenses such as disturbance
  allowances, transportation costs etc. responsible for managing costs
  within budgets for these items.

Change Management 10%

• Comply and keep abreast of all policies, procedures, and circulars updates.
• Ensure self-development pertaining to career path to develop knowledge and skills
• Complete all critical compliance training
• Project
  manage all major organizational changes within the cluster such as
  organizational structure changes, IT/system changes or process changes,
  Process Improvement,
• Communicate strategic changes to branch management and ensure that any target changes are agreed.

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Education and Experience Required

• B-degree
  / Advance Diploma / Diploma or Equivalent qualification in Finance,
  Accounting, Economics, Business Admiration or any other related field
• At least 2 years of experience in Leadership and SME areas

Knowledge & Skills:

• Advanced leadership, people management and team building skills
• Well-developed strategic perspective and forward planning ability
• High impact communication and presentation skills
• Strong Financial and Analytical Skills
• Excellent relationship building skills – both with internal stakeholders and clients
• Highly developed networking skills, both for internal and external network
• Strong problem solving skills coupled with decision making ability
• Business Acumen/Business Awareness
• Business Development
• Credit appraisal skills
• Credit Risk Management
• Driving Customer Experience
• Operational Risk Management
• Stakeholder Engagement
• External market awareness
• Commercial Effectiveness
• Strong negotiation and influencing skills
• Performance Management
• Resource Management
• Cultural and Change Management
• Computer skills

Qualifications

• Bachelor`s
  Degrees and Advanced Diplomas – Business, Commerce and Management
  Studies, Commercial mindset – Junior (Meets some of the requirements and
  would need further development), Customer Excellence – Service Delivery
  (Meets all of the requirements), Digital familiarity (Meets all of the
  requirements), Effective communication – Basic (Meets all of the
  requirements), Experience in a similar environment, Openness to change
  (Meets some of the requirements and would need further development),
  Product and/or Service Knowledge (Meets all of the requirements),
  Relationship building (Meets some of the requirements and would need
  further development)

Deadline: 2024-06-06.