This role holder has responsibility for driving Efficiency, Customer Experience, Digital adoption, and operational rigor within the VRM. This is a strategic management role where the holder is required to identify and implement initiatives and come up with ways to monitor/measure success to ensure realization of benefits arising from operational efficiency, service and digital uptake.
Ensure compliance to Bank controls, policy, service standards and procedures as laid down by the bank and ensure processing of sales data is accurate and within agreed timelines.
Achieve the set accuracy targets for all customer instructions / applications - New to Bank and existing (Accounts, Loans, Cards and Mandate changes).
Undertake effective call backs for all KYC documentation received from customers as per the current TAT and in line with the existing standards.
Through regular training / coaching, empower VRM Team and Branch teams with the pre-requisite knowledge and skills in customer experience, and operational rigor excellence in all aspects of processes undertaken (KYC, Compliance, Product requirements, Service etc).
Manage the application processing, issuance and authorization of Loan applications, credit cards.
Scanning and tracking of processed customer instructions to the processing centre to ensure the set TAT is met.
Partner/collaborate with VRM Manager to drive sales and revenue growth in conjunction with the Virtual relationship managers’ drive customer win back initiatives e.g. reactivation of inactive accounts and account funding.
Ensure all risk events/control failures are reported, investigated and root causes addressed to prevent reoccurrence.
Customer Experience:
Share knowledge, experience and best practice with all VRM Team members.
Ensure all required reports are provided in a timely manner i.e. Daily workflow and monthly workflow, RTS reports.
Ensure staff have required tools and resources to deliver effective customer experience.
Responsible for E2E VRM customer complaints and queries resolution as per the complaints and queries procedure.
Ensure customer instructions are properly monitored and actioned within the SLA’s.
Identify thematic customer issues, root causes and in conjunction with the VRM/Products/credit team come up with SMART actions to address the identified issues.
Smooth and successful hand over before proceeding on leave, off or on rotation.
Ensure system access rights and recertification are strictly adhered to.
Ensure optimum accuracy processing of customer instructions and zero fraud commission payment.
Continuously identify and support development and delivery of relevant training programs for VRM.
Business Growth Time split:
Support the VRM on agreed strategies on all products Adoption across the various channels – working together with the Channels team.
Together with VRM Mangers, create ownership of the VRM performance targets. Agree and ensure they are aligned to the Banks overall strategy - Growth, Transformation and Returns.
Partner with the VRM and the branch teams in supporting the branch to achieve its customer retention objectives.
Support VRM staff through seeking dispensations, Appeals, CRB Reports and any other support in product processing.
Capacity Building & People Management:
In conjunction with the Manager/VRMs and Branch teams, build and develop a high performing and motivated staff team by creating a conducive work environment, teamwork and effective succession opportunities to ensure maximum productivity.
Support in resource planning and providing regular feedback on performance.
Provide leadership by constantly offering training and guidance on the colleague’s expectations.
Adequate coaching and mentoring of Sales staff.
Record Keeping - Fillings and archiving of departmental records - shared folder.
Effectively support in managing, mobilizing and coordinating VRM Team resources (Equipment, safe environment etc.) to achieve the common goals.
Management of Compliance team leave.
Academic Qualifications
University degree preferably in Law, Business Administration, or a related field (post-graduate education with a focus on compliance and risk management is preferred).
A minimum of 3 years’ cognate experience in Banking operations in controls mainly compliance.
Required Competencies
Good experience in leveraging analytics and technology solutions to manage compliance risks.
Critical thinking skills to understand and analyze complex problems.
Effective communicator with strong writing and verbal abilities to communicate across all levels.
Ability to develop strong relationships and collaborate with senior business and function leaders to influence change.
Proven focus on deliverables, organized, and ability to manage multiple high priority deliverables.
Self-starter, highly organized, and detailed-oriented.
How to Apply
Interested and qualified candidates should apply online by visiting the application portal: I&M Bank Careers on BambooHR.
How to Apply
Interested and qualified candidates should apply online by visiting the application portal: I&M Bank Careers on BambooHR.
