NBC is the oldest serving bank in Tanzania with over five decades of
experience. We offer a range of retail, business, corporate and
investment banking, wealth management products and services.
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Job tittle: Relationship Officer SME
Location: DAR ES SALAAM, GEITA, SHINYANGA, SUMBAWANGA, MOSHI, SINGIDA, MTWARA
Job Summary
•Acquire and manage relationships with Small and Medium Business
customers through pro-active and consultative approach in line with NBC
policies and procedures.
•Utilize customer focus approach to provide holistic financial solutions
to basic and complex financial needs by understanding customers’
business process cycle.
•Provide differentiated customer experience that support NBC value
proposition by maintaining regular contacts with customers to ensure
overall satisfaction.
•Manage the quality of assets and liabilities in the portfolio through
pro-active monitoring of customers’ transactions trends and movement.
Job Description
Sales and Relationship Management
Outputs to deliver this accountability:40%
- Maximize client profitability within agreed targets (Assets, Liabilities, interest and noninterest revenue) by identifying, building, and deepening of relationships to gain incremental wallet share of the Small and Medium Business clients by offering solutions through a wide range of products and services.
- Provide value added engagement, regular face to face meetings, consistent communication with clients by conducting meetings with clearly defined objectives and desired outcome.
- With the support of product specialists, intuitively recognize and understand clients’ business cycle, financial goals/needs and proactively provide holistic financial solutions.
- Create and maintain a pipeline of business opportunities and proactively master referrals to grow asset and liabilities portfolio.
- Develop and maintain Customer Relationship Management Plan of Top 10 borrowing clients and Top 10 non borrowing clients
- Maintain accurate and up-to-date records of all actual and attempted client customer interactions (i.e. Call Reports)
Customer Service: 20%
Outputs to deliver this accountability:
- Proactively and professionally manage client experience by providing appropriate answers regarding products and services.
- Promptly respond to customer complaints and constantly provide regular feedback on unresolved issues.
- Keep accurate records of discussions or correspondences with clients
- Effectively co-ordinate client relationship/activities with other department within the bank.
- Educate customers on the banks products, services and procedures.
- Use client feedback to improve product and service offering
Compliance and Risk Management: 20%
Outputs to deliver this accountability:
- Build awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies.
- Review the portfolio on a monthly basis and ensure that all documentation required (KYC, AML and Sanctions) are up to date, and escalate any unresolved KYC requirements to the relevant mandated holders.
- Check and signoff each on loan applications, legal documents; by taking accountability for accuracy and quality the documents.
- Identify potential problem accounts and communicate appropriate risk mitigating strategies by accessing excess report on daily basis, regular monitoring of client’s transactions, .
- Research, read, and network to keep abreast of developments in various industry/sector to ensure adequate industry knowledge and potential risks and or opportunities.
- Drive credit review process (New and renewal) by submitting to credit department all required documents as per checklist, comprehensive call report and renewal documents 90 days before expiry of the facilities.
- Manage down accounts without limits by submitting outstanding financials on time and following up on outstanding securities and updating credit files on regular basis.
- Prompt response on reports related to loan in arrears, excess by calling clients, and communicate resolutions to within 24 hrs.
Team and Networking
Outputs to deliver this accountability;10%
- Attend daily Branch meetings and knowledge sharing meetings
- Conducting maintain constant dialogue/sharing of information with other departments (Retail and Corporate Credit, Corporate Banking, Retail Banking).
- Attend local functions/community/governmental and business development activities
- Develop and maintain contact with Product Specialists in other areas of the bank, including Corporate Banking, Treasury, and Retail Banking.
- Provide feedback into the performance review of other members of Cross function team
Self-Development
Outputs to deliver this accountability; 10%
- Comply and keep abreast of all policies, procedures, and circulars updates.
- Ensure self-development pertaining to career path to develop knowledge and skills
- Complete all critical compliance training
Other duties
- Perform all other duties as reasonably assigned.
Qualifications
Bachelor`s Degrees and Advanced Diplomas – Business, Commerce and Management Studies, Business Improvement Orientation (Meets some of the requirements and would need further development), Digital familiarity (Meets all of the requirements), Enabling team success (Meets some of the requirements and would need further development), Experience in a similar environment, Openness to change (Meets some of the requirements and would need further development), Operational administration (Meets some of the requirements and would need further development), Product and/or Service Knowledge (Meets some of the requirements and would need further development), Quality orientation (Meets some of the requirements and would need further development),
Job Tittle: Administrator: Credit Analysis
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Job Summary
Ensure that all activities and duties are carried out in full
compliance with regulatory requirements, Enterprise Wide Risk Management
Framework and internal NBC Policies and Policy Standards
Understand and manage risks and risk events (incidents) relevant to the role.
Job Description
Accountability: -35%
- Timely preparation of the credit related internal, regulatory and group required reports as an when required.
- Analysis, evaluation and sanctioning of credit applications and provide recommendations to management. Outputs to deliver this accountability:
- Ensures that all credit applications are assessed within the agreed SLA time.
- Ensuring that his/her assessment and recommendations of credit applications comply with requirements as per approved credit and provisioning policy.
- Appropriately prepare the SNT and credit template for referral to Head of Credit.
- Perform credit reference checks before processing the applications.
Accountability: -25%
Preparation of offer letters and/any other feedback in respect of the approved facilities and issue them to clients via branches immediately after the approval of the facilities.
Outputs to deliver this accountability:
- Provide timely and appropriate feedback to customers via appropriate channels
- Develop offer letters to clients reflecting terms and conditions of the approved credit application.
Accountability: -25%
Filing information into customer information credit monitoring files without fail.
Outputs to deliver this accountability:
- Ensure that all registers are marked appropriately and kept up to date.
- Ensure that all appropriate records are filed in an acceptable ways. Files are appropriately stored.
Accountability: -15%
Monitoring performance of clients’ accounts and where necessary propose remedial measures.
Outputs to deliver this accountability:
- Ensures that appropriate excesses are diarized, and new excess returns filed accordingly.
- Check on daily risk reports and work on exceptions and/or irregular behaviour.
- Provide specific instructions to business and escalate any issue that will need other stakeholders’ attention.
- Ensure all facilities are timely reviewed.
Perform other duties as reasonably assigned.
Education and Experience Required
- B-degree / Advance Diploma / Diploma or Equivalent qualification in Finance, Accounting, Economics, Business Administration, or any other related field
- At least 5 years of experience in Merchant Acquiring and / or card acquiring business environment
- Working general knowledge of acquiring markets, their drivers, industry dynamics, competitor solutions, interchange, and future product service deliverables
- Knowledge of relevant third-party suppliers (e.g. technology)
- An up to date knowledge of industry related developments
- Full and extensive knowledge of NBC acquiring solutions
- An up to date knowledge of Industry related technical development
- Proven personal experience of managing customer situations within complex decision
- May have experience in the Business to Business Financial Services Sector
- Fully aware of Industry trends (local and overseas).
Knowledge & Skills: (Maximum of 6)Competencies: (Maximum of 8 competencies)
- Deciding and initiating action
- Learning and researching
- Entrepreneurial and commercial thinking
- Relating and networking
- Adapting and responding to change
- Persuading and influencing
- Creating and innovating
- Strong solutioning, selling and negotiation skills
- Excellent diagnostic skills and rigorous approach to problem solving
- Excellent communication and sound financial skills
- Excellent comprehension skills to understand and interpret industry data and economic trends
- Strong formal presentation skills to gain acceptance to solutions, both internally and externally
- Strong Leadership and team-working skills
- Basic IT Knowledge as well as core banking platform i.e. Flex
- Strong formal presentation skills to gain acceptance to business cases, solutions, both internally and externally
Qualifications
Bachelor`s Degrees and Advanced Diplomas – Business, Commerce and Management Studies, Credit Risk (Meets some of the requirements and would need further development), Digital familiarity (Meets some of the requirements and would need further development), Experience in a similar environment, Openness to change (Meets some of the requirements and would need further development), Reasoning (Meets all of the requirements)
APPLICATION INSTRUCTION: CLICK HERE TO APPLY
Read Also:
Job tittle: Relationship Officer Sme Songea
Job Summary
•Acquire and manage relationships with Small and Medium Business
customers through pro-active and consultative approach in line with NBC
policies and procedures.
• Utilize customer focus approach to provide holistic financial
solutions to basic and complex financial needs by understanding
customers’ business process cycle.
•Provide differentiated customer experience that support NBC value
proposition by maintaining regular contacts with customers to ensure
overall satisfaction.
•Manage the quality of assets and liabilities in the portfolio through
pro-active monitoring of customers’ transactions trends and movement.
Job Description
Sales and Relationship Management
Outputs to deliver this accountability:40%
- Maximize client profitability within agreed targets (Assets, Liabilities, interest and noninterest revenue) by identifying, building, and deepening of relationships to gain incremental wallet share of the Small and Medium Business clients by offering solutions through a wide range of products and services.
- Provide value added engagement, regular face to face meetings, consistent communication with clients by conducting meetings with clearly defined objectives and desired outcome.
- With the support of product specialists, intuitively recognize and understand clients’ business cycle, financial goals/needs and proactively provide holistic financial solutions.
- Create and maintain a pipeline of business opportunities and proactively master referrals to grow asset and liabilities portfolio.
- Develop and maintain Customer Relationship Management Plan of Top 10 borrowing clients and Top 10 non borrowing clients
- Maintain accurate and up-to-date records of all actual and attempted client customer interactions (i.e. Call Reports)
Customer Service: 20%
Outputs to deliver this accountability:
- Proactively and professionally manage client experience by providing appropriate answers regarding products and services.
- Promptly respond to customer complaints and constantly provide regular feedback on unresolved issues.
- Keep accurate records of discussions or correspondences with clients
- Effectively co-ordinate client relationship/activities with other department within the bank.
- Educate customers on the banks products, services and procedures.
- Use client feedback to improve product and service offering
Compliance and Risk Management: 20%
Outputs to deliver this accountability:
- Build awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies.
- Review the portfolio on a monthly basis and ensure that all documentation required (KYC, AML and Sanctions) are up to date, and escalate any unresolved KYC requirements to the relevant mandated holders.
- Check and signoff each on loan applications, legal documents; by taking accountability for accuracy and quality the documents.
- Identify potential problem accounts and communicate appropriate risk mitigating strategies by accessing excess report on daily basis, regular monitoring of client’s transactions, .
- Research, read, and network to keep abreast of developments in various industry/sector to ensure adequate industry knowledge and potential risks and or opportunities.
- Drive credit review process (New and renewal) by submitting to credit department all required documents as per checklist, comprehensive call report and renewal documents 90 days before expiry of the facilities.
- Manage down accounts without limits by submitting outstanding financials on time and following up on outstanding securities and updating credit files on regular basis.
- Prompt response on reports related to loan in arrears, excess by calling clients, and communicate resolutions to within 24 hrs.
Team and Networking
Outputs to deliver this accountability;10%
- Attend daily Branch meetings and knowledge sharing meetings
- Conducting maintain constant dialogue/sharing of information with other departments (Retail and Corporate Credit, Corporate Banking, Retail Banking).
- Attend local functions/community/governmental and business development activities
- Develop and maintain contact with Product Specialists in other areas of the bank, including Corporate Banking, Treasury, and Retail Banking.
- Provide feedback into the performance review of other members of Cross function team
Self-Development
Outputs to deliver this accountability; 10%
- Comply and keep abreast of all policies, procedures, and circulars updates.
- Ensure self-development pertaining to career path to develop knowledge and skills
- Complete all critical compliance training
Other duties
- Perform all other duties as reasonably assigned.
Qualifications
Bachelor`s Degrees and Advanced Diplomas – Business, Commerce and Management Studies, Business Improvement Orientation (Meets some of the requirements and would need further development), Digital familiarity (Meets all of the requirements), Enabling team success (Meets some of the requirements and would need further development), Experience in a similar environment, Openness to change (Meets some of the requirements and would need further development), Operational administration (Meets some of the requirements and would need further development), Product and/or Service Knowledge (Meets some of the requirements and would need further development), Quality orientation (Meets some of the requirements and would need further development)
APPLICATION INSTRUCTION: CLICK HERE TO APPLY
Job tittle: Relationship Manager Sme – Mbeya
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Job Summary
Support Head of SME Banking effectively in achieving revenue targets, deliver excellent service and meet productivity targets.
•Develop and manage a high-performing sales team of Relationship
Officers through coaching, talent management programs and specialized
training programs.
•Support SME’s regional managers and Ro’s on processing their application from the approval to payment.
Job Description
Accountability: Business Management -40%
- Achieve agreed asset targets by managing and supporting a team of Relationship Officers through offering of a wide range of products and services to SME clients.
- Develop and market the bank’s business through contact with SME customers, high net-worth individuals, and other prospective clients.
- Support Relationship Officers’ sales and performance targets by proactively monitoring and acting on Daily Scorecards, Monthly financial and Operational reviews, Call Reports, and pipeline of business opportunities reports.
- Monitor and manage companies/clients applications at a satisfactory rate of return to the bank.
- Provide value added engagement with other departments and Product Specialists within the bank on assuring customers applications are effectively attended as per the SLA.
- Work with Risk Department in building awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies for the SME Banking Department.
- Coordinate and organize the SME’s Lending Forum Meetings constituted to assist the business in managing the review of lending activities on regular basis ensuring that customer recruitment is in line with risk appetite, profitable customers are given the attention they deserve and problematic customers are identified upfront and given proper attention.
People Management and Development 20%
- Provide a dotted line leadership and supervision to Relationship Officers and other personnel within the department.
- Motivate staff and ensure they are recognized through NBC recognition schemes.
- Create an empowering environment for team members, encouraging individual ownership and initiative.
- Set high performance and productivity standards for team.
- Develop and communicate an annual plan to optimize the resources (Financial, human and physical) as agreed with the Business banking Leadership.
- Involve Head of SME and in developing the annual resource and capacity plans.
- Build and develop a high performing team, through embedding performance management and coaching. Discuss and finalize performance management plans and ratings for the Regions team.
- Maximize performance Relationship Officers by identifying development of training needs and ensure coaching or delivery of training takes place.
- Drive employee development and engagement within the cluster and branch teams that results in a high-performance climate and culture
- Conduct effective performance management for direct reports
- Monitor and ensure that all Branch Key Performance Indicators are achieved
- Share knowledge experience and best practice with branch managers, relationship managers, branch teams and the broader business.
- Create an empowering environment for direct reports, encouraging individual ownership and initiative and ensure they do the same for all their staff.
- Effective resource management/planning that reflects current and future business requirements, ensuring that the correct balance of numbers, skills and experience, by playing an active role in recruitment and exits of direct reports. This includes evaluating requests from branch managers for additional staff, and may reallocate headcount between branches, within overall area headcount budget.
- Initiate HR processes for direct reports when required e.g. disciplinary process, leave management, learning and development, talent identification etc in consultation with HR
- Acts as escalation point for grievance cases touching on Ro’s in the region
- Motivate staff through appropriate recognition schemes.
Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development
Customer Service Management 15%
- Proactively and professionally support Relationship officers to manage client experience by providing appropriate on job training and coaching on product and services delivery.
- Keep an active and accurate records/log of customers complains discussions/correspondences with clients and provide timely feedback on unresolved /resolved issues.
- Effectively co-ordinate client relationships/activities with another department within the bank.
- Use client feedback to improve product and service offering.
- Participate in weekly performance review, and knowledge sharing meetings with Regional Managers, Branch Managers and Relationship Officers.
- Conducting maintain constant dialogue/sharing of information with other departments (Retail and Corporate Credit, Corporate Banking, SMU, ICU, Treasury and Legal).
- Coordinate local functions/community/governmental and business development activities
- Develop and maintain contact with Product Specialists in other areas of the bank, including Corporate Banking, Treasury, and Retail Banking.
- Understand and articulate aggregated cluster requirements feedback to shape the customer proposition and product offering
- Ensure high quality, knowledgeable service levels in branches to exceed customer expectations
- Build a motivated, committed, and focused Branch team, consistently delivering creative, precise and customer-focused service
- Act as the escalation point for HOT complaints. Visit high net worth or key clients on request from the branch managers and relationship managers.
- Ensure branch network service excellence through continuous monitoring of service scores and with service manager develop plans for improvement. Discuss and agree plans with direct reports.
- Collaborate cross-functionally to provide high standard of service delivery
Engage in high-net-worth client meetings as needed for complex scenarios reviews and consultations
Accountability: Risk, Control and Compliance Management 15%
- Work with Risk Department in building awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies for the SME Banking Department.
- Ensure that All Relationship Officers review their portfolio on a monthly basis and ensure that all documentation required (KYC, AML and Sanctions) are up to date, and escalate any unresolved KYC requirements to the relevant mandated holders.
- Ensure Relationship Officers take accountability on the accuracy and quality of the documents, loan applications, ICU checklist and other related documents.
- Ensure the region operates in a compliant manner and adheres to relevant company and regulatory requirements to achieve satisfactory grades in local & Group Audits
- Monitor branch operations and control performance to ensure that branch standards in the cluster are met and where required review branch remediation action plans.
- Review incident reports raised from branches and take required actions e.g. escalation, disciplinary action etc.
- Signoff all dormant account and all other refunds above branch manager limits
- Understand and manage risks and risk events (incidents) relevant to the role.”
- Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
- Ensure all financial crime matters are addressed on time e.g. annual PEP & HRR,LR reviews
- Control Non-performing Assets to within regulatory and Industry standards
Hold cost center for network related non-branch expenses such as disturbance allowances, transportation costs etc. responsible for managing costs within budgets for these items.
Change Management 10%
- Comply and keep abreast of all policies, procedures, and circulars updates.
- Ensure self-development pertaining to career path to develop knowledge and skills
- Complete all critical compliance training
- Project manage all major organizational changes within the cluster such as organizational structure changes, IT/system changes or process changes, Process Improvement,
Communicate strategic changes to branch management and ensure that any target changes are agreed.
Qualifications
Bachelor`s Degrees and Advanced Diplomas – Business, Commerce and Management Studies, Commercial mindset – Junior (Meets some of the requirements and would need further development), Customer Excellence – Service Delivery (Meets all of the requirements), Digital familiarity (Meets all of the requirements), Effective communication – Basic (Meets all of the requirements), Experience in a similar environment, Openness to change (Meets some of the requirements and would need further development), Product and/or Service Knowledge (Meets all of the requirements), Relationship building (Meets some of the requirements and would need further development)
