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
- This position ensures the delivery of a relevant personal banking client value proposition and directs the overall performance of the Bank’s personal banking offering
- Under the supervision of the Head Client Segments, the following are among the job key
- Responsible for the growth of clients on the portfolio and accountable for all financial KPIs on the portfolio
- Execute client value proposition for personal banking clients
- Driving focus on a customer-focused sales and servicing environment
- Set referral, new business and cross-selling goals and monitors achievement of these goals
- Ensure that the full value chain of this segment proposition is realized for the Bank
- Conduct market sizing and provide initiatives to lead the market
- Ensure brand and offering consistency across the channel offering for this segment
- Enable frontline through sales tool kits
- Execute on client journeys and life cycle programs
- Execute upsell and cross segment migration programs
- Build and execute alliances or partnerships with various organisations in the service industry
- Ensure proactive engagement with customers on a regular basis
- Execute effective customer contact plans
- Execute customer servicing model
- Effectively manage weekly, monthly and quarterly reporting requirements
- Execute defined servicing model for personal banking clients
- Ensure that all workflow, process and procedures are followed
- Ensure that all regulatory requirements are met and complies with all internal policies
- Conduct training for staff in areas of concern sales, complaints handling, process, operations, controls, customer service
- Agree targets with frontline, monitor performance and performance reviews for team members as per stipulated guidelines
- Coach staff as required and maintain coaching registers for tracking
- Share knowledge and experience and best practice with team members in order to ensure that team performance complies with set service standards
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
- At least five years banking experience
- Understanding of banking Retail products and account opening, KYC requirements
- Understanding of relevant legislation KYC, Anti – Money laundering, Banking Code of Conduct
- Understanding of people policies and processes
- Demonstrated complaint handling and skills certifications
- 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 3,
Zamabia National Commercial Bank Plc,
Head Office,
PO Box 33611,
Lusaka.