Channels and Mobile Banking Officer job at NCBA Bank | Apply Now

Financial (25%)

• Achieve revenue targets, profitability and growth as per agreed budgets.

• Balance sheet growth and management, driven through Products, Channels, Mobile & Agency Banking.

• Be responsible for the portfolio’s financial growth through client growth and retention strategies.

Customer (20%)

• Participate in customer surveys and achieve targeted metrics for both internal and external customer.

• Work with Line manager to design, develop, improve and implement customer engagement strategies and Digital solutions that deliver great customer service and customer satisfaction.

• Drive strategic initiatives and activities across channels and mobile banking innitiatives to ensure good quality customer experience

• Manage and coordinate the Unit’s client engagement efforts and ensure that vendors are clear on their contribution and expected outcomes.

• Inculcate a customer- centric team culture that focuses on efficient service delivery and excellent customer service.

• Develop and implement customer centric processes/enhancements to drive service usage.

• Act as the ‘Voice of Customers’ in carrying out the design and implementation of the end-to-end customer journeys

• Monitor the service satisfaction of products by conducting internal / external surveys, benchmarking the activities of major market players and crossreferencing market best practices

• Review, dissect and rectify issues arising from complaints and / or regulatory requirement that may impact customer satisfaction and NCBA’s reputation, whilst taking the opportunity to translate them into effective programme and process enhancement initiatives

Internal Business Practices (35%)

• Initiate and coordinate to promote usage of Mobile and Internet Banking.

• Create awareness of the various Channels to both internal and external customers to increase utilization.

• Coordinate with the relevant parties to ensure customer support to channels is given in an efficient and timely manner.

• Coordinate with the relevant parties to solve problem queries on channels and mitigate satisfaction and endeavour to provide answers immediately where possible.

• Run training interventions and workshops for Sales teams and other relevant teams and stakeholders, to ensure successful implementation of new solutions and sustained growth of existing solutions.

• Work with the line Manager to monitor competition and emerging Channels and Digital technologies, and develop strategies and tactics to reduce any threats to ongoing and future Retail business.

• E- Channel promotion and enrichment initiatives. This will involve all initiatives aimed at increasing uptake of the channel solution in line with Bank’s channel strategy.

• Maintain, generate and extend usage of e-channels, support the existing system and have a vision to enhance and improve channel capabilities to enhance Retail Banking’s competitiveness in Uganda and Region

• Support product sales teams with various sales drives, campaigns, events and staff trainings on new and existing products.

• Assist in attrition and volumes tracking of Cash Management customers.

• Support operating model optimization in line with market and growth opportunities

• Review process flows to offer a unique customer experience on agency channels

• Product Monitoring and reporting

• Business processes and channel management system review and improvement

• Suspicious Transactions monitoring , reporting and mitigate the Unit’s related risks in conjunction with supporting units such as Operations, Information Technology, Risk, Audit, Compliance etc.

• Growing products and channels usage to achieve transaction volume target

• Coordination of activities of branches, super agents or BTL agencies.

• Quality Assurance, Compliance and Control (KYC, Agency Banking activity reports, internal controls, audits, etc.)

Learning and Growth (10%)

• Ensure attendance and completion of all relevant training.