Description
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.
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.
Responsibilities
Responsible for delivery of branch sales targets and to ensure that there is quality service to customers in order to maximise profit. To acquire new business such as funded accounts and loan disbursements whilst maintaining and retaining existing business.
Responsible for delivery of branch sales targets and to ensure that there is quality service to customers in order to maximise 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 customer in order to contribute towards the Bank’s objectives
- To ensure identified sales leads are properly managed and prioritised 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
Qualifications
- Minimum five 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 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
Core Competencies
- Delighting Customers
- Networking / liaison
- Persuading and selling
- Drive for results
- Analytical thinking
- Rule orientation
- Teamwork
- Problem solving
- Verbal and written communication
How to applyAll 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
Kindly note that you do not need to send us copies of your qualification certificates at this point.
