Zambia National Commercial Bank Plc (Zanaco) is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Retail Banking Department in Lusaka and Northern Region:-
BRANCH SALES MANAGER – GRADE 8: MKUSHI (X1); KASAMA (X1); KAWAMBWA (X1); WOODLANDS (x1); LUSAKA CENTRE (X1); LUSAKA CIVIC CENTRE (X1); LUSAKA CITY MARKET (X1)
JOB PURPOSE
Responsible for delivery of branch sales targets and to ensure that there is quality service to customers in order to maximize profit. To acquire new business such as funded accounts and loan disbursements whilst maintaining and retaining existing business.
Under the supervision of the Regional Sales Manager, the following are among the job key responsibilities:-
Working with Regional Sales manager – to set performance targets for the team and aim to achieve and/ or exceed these targets in order to achieve growth and profitability for the Bank
To conduct quarterly market sizing activities across Corporate, SME, Agric and Retail to understand segment potential in order to acquire new business
To supervise product promotion campaigns to branch staff and customers and ensure the cascading of key messages and product training for branch staff
To ensure weekly, monthly product & service sessions are held with branch staff
To ensure quality and funded accounts are opened in order to reduce attrition and register immediate balance sheet growth
To actively engage customers whose accounts fall dormant with a view to activate the account or close for those at nil in order to retain a quality customer base
To make customer calls as agreed with Regional Sales manager
To proactively engage customers with near end term deposits for renewal to retain the deposit
To manage the relationships for the top 10% of Retail customers contributing to 80% of the branch deposits to retain the deposit and seek for cross selling opportunities
To identify low or no debit card, mobile banking or online banking usage and engage customers in order to contribute towards the Bank’s objectives
To ensure identified sales leads are properly managed and prioritized for execution and that the targeted conversion rate as agreed with Regional Sales Manager is attained
To own and manage product and channel sales targets with specific emphasis on Tier 2 SME clients
To lead in weekly sales meetings in order to track and monitor sales performance and use this as a platform for sharing best practice
To maintain support and rapport with Tier 1 & Corporate customers in liaison with Relationship Managers
To track and monitor SLA on account opening and loan processing in order to meet customer expectation
To ensure effective management of DSA sales
To be responsible for Bank’s High Net worth segment at the branch in order to manage this segment for value
To ensure customer retention through cross selling, queue walking, sales promotions, out-marketing calls, presentations and in-branch management of the customer service function
To ensure customer requests/ instructions, with appropriate documentation, are received and processed in preparation for Back office execution with a view to providing speedy and efficient customer service
To set and monitor Branch Service Standards using the 5 Non Negotiable in order to ensure the delivery of high service quality to customers
To attend to and resolve referrals on customer complaints or feedback timely and ensure the complaint handling process in the branch is adhered to
To conduct a root cause analysis of complaints for better decision making on service improvements
To monitor customer touch point standards and provide weekly updates to Customer Service
To ensure constant engagement with the central Customer service team for service improvements and
To ensure that the weekly/monthly/quarterly Customer service returns are completed and submitted timely and action plans are completed
To ensure timely payments of outstanding online/interbranch cheques
To ensure zero tolerance on errors and omissions on all customer requests
To ensure that procedure on processing of CTC/Sybrin cheques by Front line staff is adhered to
To agree targets with team members, monitor performance and performance reviews for each team members as per stipulated guidelines
To engage the team on issues raised in the ESS with a view to resolve them
INTERNAL/EXTERNAL CONTACT
External: Local Regulators on statutory matters
Internal: Corporate Banking Departments, Retail Banking Departments, Treasury Departments, Information Technology, Branch Operations, Human Resources
QUALIFICATIONS AND EXPERIENCE
Minimum 5 Credits Grade 12 Certificate including Mathematics and English
University Degree in relevant subject
Diploma in Banking and Finance Diploma is an added advantage
At least Five(5) years banking experience
Understanding of all Retail products and account opening, KYC Cash and other Branch process requirements
Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking code.
Understanding of people policies and processes
Demonstrated complaint handling and resolution skills
JOB CORE COMPETENCIES
Delighting Customers
Networking / liaison
Persuading and selling
Drive for results
Analytical thinking
Rule orientation
Teamwork
Problem solving
Verbal and written communication
APPLICATION PROCEDURE
All applications must have an application/cover letter and detailed curriculum vitae indicating the position being applied for in the subject line and should be sent by email to vacancies@zanaco.co.zm no later than Sunday, 15th January 2017.
Kindly note that you do not need to send us copies of your qualification certificates at this point.
ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.
THE CHIEF HUMAN RESOURCE & TRAINING OFFICER
HUMAN RESOURCES AND TRAINING DIVISION
ZAMABIA NATIONAL COMMERCIAL BANK PLC
HEAD OFFICE
P.O.BOX 33611
LUSAKA
BRANCH SALES MANAGER – GRADE 8: MKUSHI (X1); KASAMA (X1); KAWAMBWA (X1); WOODLANDS (x1); LUSAKA CENTRE (X1); LUSAKA CIVIC CENTRE (X1); LUSAKA CITY MARKET (X1)
JOB PURPOSE
Responsible for delivery of branch sales targets and to ensure that there is quality service to customers in order to maximize profit. To acquire new business such as funded accounts and loan disbursements whilst maintaining and retaining existing business.
Under the supervision of the Regional Sales Manager, the following are among the job key responsibilities:-
Working with Regional Sales manager – to set performance targets for the team and aim to achieve and/ or exceed these targets in order to achieve growth and profitability for the Bank
To conduct quarterly market sizing activities across Corporate, SME, Agric and Retail to understand segment potential in order to acquire new business
To supervise product promotion campaigns to branch staff and customers and ensure the cascading of key messages and product training for branch staff
To ensure weekly, monthly product & service sessions are held with branch staff
To ensure quality and funded accounts are opened in order to reduce attrition and register immediate balance sheet growth
To actively engage customers whose accounts fall dormant with a view to activate the account or close for those at nil in order to retain a quality customer base
To make customer calls as agreed with Regional Sales manager
To proactively engage customers with near end term deposits for renewal to retain the deposit
To manage the relationships for the top 10% of Retail customers contributing to 80% of the branch deposits to retain the deposit and seek for cross selling opportunities
To identify low or no debit card, mobile banking or online banking usage and engage customers in order to contribute towards the Bank’s objectives
To ensure identified sales leads are properly managed and prioritized for execution and that the targeted conversion rate as agreed with Regional Sales Manager is attained
To own and manage product and channel sales targets with specific emphasis on Tier 2 SME clients
To lead in weekly sales meetings in order to track and monitor sales performance and use this as a platform for sharing best practice
To maintain support and rapport with Tier 1 & Corporate customers in liaison with Relationship Managers
To track and monitor SLA on account opening and loan processing in order to meet customer expectation
To ensure effective management of DSA sales
To be responsible for Bank’s High Net worth segment at the branch in order to manage this segment for value
To ensure customer retention through cross selling, queue walking, sales promotions, out-marketing calls, presentations and in-branch management of the customer service function
To ensure customer requests/ instructions, with appropriate documentation, are received and processed in preparation for Back office execution with a view to providing speedy and efficient customer service
To set and monitor Branch Service Standards using the 5 Non Negotiable in order to ensure the delivery of high service quality to customers
To attend to and resolve referrals on customer complaints or feedback timely and ensure the complaint handling process in the branch is adhered to
To conduct a root cause analysis of complaints for better decision making on service improvements
To monitor customer touch point standards and provide weekly updates to Customer Service
To ensure constant engagement with the central Customer service team for service improvements and
To ensure that the weekly/monthly/quarterly Customer service returns are completed and submitted timely and action plans are completed
To ensure timely payments of outstanding online/interbranch cheques
To ensure zero tolerance on errors and omissions on all customer requests
To ensure that procedure on processing of CTC/Sybrin cheques by Front line staff is adhered to
To agree targets with team members, monitor performance and performance reviews for each team members as per stipulated guidelines
To engage the team on issues raised in the ESS with a view to resolve them
INTERNAL/EXTERNAL CONTACT
External: Local Regulators on statutory matters
Internal: Corporate Banking Departments, Retail Banking Departments, Treasury Departments, Information Technology, Branch Operations, Human Resources
QUALIFICATIONS AND EXPERIENCE
Minimum 5 Credits Grade 12 Certificate including Mathematics and English
University Degree in relevant subject
Diploma in Banking and Finance Diploma is an added advantage
At least Five(5) years banking experience
Understanding of all Retail products and account opening, KYC Cash and other Branch process requirements
Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking code.
Understanding of people policies and processes
Demonstrated complaint handling and resolution skills
JOB CORE COMPETENCIES
Delighting Customers
Networking / liaison
Persuading and selling
Drive for results
Analytical thinking
Rule orientation
Teamwork
Problem solving
Verbal and written communication
APPLICATION PROCEDURE
All applications must have an application/cover letter and detailed curriculum vitae indicating the position being applied for in the subject line and should be sent by email to vacancies@zanaco.co.zm no later than Sunday, 15th January 2017.
Kindly note that you do not need to send us copies of your qualification certificates at this point.
ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.
THE CHIEF HUMAN RESOURCE & TRAINING OFFICER
HUMAN RESOURCES AND TRAINING DIVISION
ZAMABIA NATIONAL COMMERCIAL BANK PLC
HEAD OFFICE
P.O.BOX 33611
LUSAKA
