Zambia National Commercial Bank (ZANACO)
JOB DEADLINE: 5 December
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 at Head Office.
Responsibilities
- Responsible for performing intermediate duties and support related to Bank’s high net worth customers proposition
- This will encompass financial services; ensuring effective customer account management; customer recruitment and retention, growing transactions; and assisting customers in their selection of various accounts and financial services; cross-selling the Bank’s products and services, promoting business for the Bank by maintaining good customer relations
- To be a key contact person for the customers under the portfolio
- Ultimately responsible for customer profitability
- Under the supervision of the Affluent Banking Senior Specialist
- Set portfolio performance targets for the year. I.e. growth rates, volume & value, product holding, revenue per client
- Achieve the set sales targets in order to maximize the portfolio profitability
- To profitably manage customer portfolio and increase revenue earned by the bank per customer
- To ensure customer satisfaction, provide after sales service and own the customer life time value chain
- To ensure that identified sales leads are properly managed and prioritized for execution
- To lead in weekly high net worth customer sales meetings in order to track and monitor sales performance and use this as a platform for sharing best practice
- To identify opportunities to cross sell products and services to new and existing customers and ensure these opportunities are executed and utilized by customers
- To on board customers from account opening up to a 12 months period in order to maximize cross sells and customer retention
- To provide competitor information to Client Segment Head quarterly in terms of pricing, products, campaigns to help the bank improve its position in its sales approach
- Make customer visits and avail call reports to line manager and execute generated leads and actions from call reports
- Responsible for Bank’s High Net worth segment at the branch
- 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 and 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 track service performance regularly and rectify any deficiency in order to maintain high service standards
- To attend to and resolve customer complaints or feedback timely and ensure the call back system on complaints raised is working
- To ensure constant engagement with the central Customer service team for service improvements
- To facilitate customer transactions through other departments i.e. processing transactions, credit
- To engage the team on issues raised in the ESS with a view to resolve them
- Local Regulators on statutory matters
- All Divisions
Qualifications
- Five Credits Grade 12 Certificate including Mathematics and English
- University Degree in relevant subject
- Diploma in Banking and Finance will be an added advantage
- Three years banking experience
- Understanding of banking retail products and account opening, KYC Cash and Branch process requirements
- Understanding of relevant legislation KYC, Anti – Money laundering, Banking Code of Conduct
- Understanding of people policies and processes
- Demonstrated complaint handling and resolution skills
- Verbal and written communication
- Delighting customers
- Networking or Liaison
- Persuading and selling
- Drive for results
- Analytical thinking
- Team work
- Customer service orientation
- Analysis
- Monitoring
- Problem solving
- Conceptual thinking
- Strategic leadership
- Presentation and facilitation
How to apply
All applications must have an application or cover letter and detailed curriculum vitae indicating the position being applied for in the subject line and should be sent by email to
The Chief Human Resource & Training Officer
Human Resources And Training Division
Zamabia National Commercial Bank Plc,
Head Office,
PO Box 33611,
Lusaka.