Head of Retail & Digital Banking at I&M Bank

Job Purpose

The role holder will be responsible for developing the Business Strategy for the Retail & Digital Banking Business, providing leadership for successful achievement of the Business goals, and minimizing risk in the Business.

This is a senior role, where the holder will advocate, develop, and communicate the Retail & Digital Banking vision and strategy to all stakeholders across the business. The incumbent will also articulate the value of “Digital Banking” and integrate into the business operating model from the perspective of sales revenue, cost savings, customer experiences and operational efficiencies.

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Key Responsibilities/Tasks

1. Revenue Growth & Profitability:

Formulate Retail & Digital Banking budget and develop capability to achieve set targets as per the bank’s strategy.
Generating revenue and driving growth in market share in the Retail & Digital banking business through the implementation of effective strategies for Sales, Customer Retention and Market penetration.
Drive the bank’s profitability objective by growing a balanced portfolio within the retail segment by initiating partnerships to drive profitable products with key partners alongside other initiatives.

2. Branch Business (branches, direct sales, agency & workplace banking)

Orchestrate the efficient and effective functioning of the branch network team, direct sales teams, agency relationships and workplace banking initiatives.
Ensure optimization of customer engagement, ensuring consistent service quality, and driving revenue generation through personalized financial solutions.
Supervise and monitor the branch’s Profitability and NPL/potential NPL.
Champion and manage business acquisition strategy for the segment through retention, generic growth, and acquisition of new customers.
Acquiring and developing new key accounts and strategic partnerships by reactivating dormant accounts.
Strong ability to adapt to evolving customer needs and preferences.

3. Select Banking

Develop strategies to attract and retain high-value customers, delivering personalized banking solutions and wealth management services while also ensuring the delivery of exceptional customer experiences.
Lead the Select banking team towards fostering strong client relationships, driving revenue growth, and solidifying the bank’s reputation as a premier provider of tailored financial solutions for high-net-worth individuals.

4. Liabilities Business & Channels:

Ensure growth and diversification of the bank’s Liabilities as per bank’s annual targets (maintenance of health margins and balanced MIS).
Champion new product development & pricing/ existing product reviews / solutions guided by technical feasibility, commercial viability, market compatibility and ensure alignment with financial attractiveness, and product development guidelines.
Develop and oversee the execution of channels strategy, optimizing online, ATMs, and mobile banking platforms to provide customers with a seamless banking experience.
Be a key advocate of the bank’s digital development relating to payments and the delivery of digital products and services.
Responsible for the P&L of the digital channels/products
Build alliances and partnerships to generate revenue streams and increasing the bank’s digital footprint.
Maintain an understanding of external competitive digital developments and their impact on the bank’s business.

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5. Customer Function:

A. Digital Lending

Design and drive the implementation of digital lending products through strategic partnerships with MNOs and Fintech. Optimize existing experiences to drive KPIs.
Responsible for the P&L of digital lending business.

B. Retail Lending & SME Business

Formulate and execute strategies that foster growth and sustainability for retail lending proposition.
Design/launch a suite of financial products tailored to the SMEs requirements.
Lead efforts to build strong relationships with Retail/ SME clients, understanding their needs, and preferences.
Develop strategies to attract new Retail/SME clients to the bank, including innovative marketing campaigns and partnership initiatives.

C. Customer Service:

Develop comprehensive customer experience strategy in line with the bank’s vision.
Oversee key customer experience processes, including but not limited to customer contact, complaint management, referral management and customer retention.
Monitor and review customer service in order to retain and develop an optimum customer base for the bank and conduct customer service surveys to ascertain the level of customer satisfaction.
Research and evaluate trends in the market /industry and establish strategic customer feedback channels to ensure that Retail’s products and Services are relevant and competitive at all times.

D. Marketing and Corporate Communications

Responsible for shaping the bank’s brand identity and driving revenue growth through strategic marketing initiatives and effective communication strategies.
Enhance the bank’s visibility, building customer loyalty, and promoting a consistent brand image across all touchpoints.
Maintain a positive relationship with both internal and external stakeholders through effective communication aligned to the bank’s goals, values, and objectives.

Other Business Development units (Bancassurance & Custodial services business)

Forge strategic partnerships with insurance providers, enabling the bank to offer a comprehensive range of insurance products.
Formulate strategies to promote insurance offerings and enhance customer awareness and usage of insurance products,
Oversee the strategic development and execution of custodial offerings, ensuring seamless and secure management of customers’ financial assets.
Design strategies to attract institutional clients, financial firms, and high-net-worth individuals seeking secure asset management solutions.
Identify cross-selling opportunities, such as integration with other products/services, thereby enriching the bank’s product portfolio and enhancing its competitive edge.

Stakeholder Engagement & Relationship Management:

Collaborating with Management and other key stakeholders on topline goals, planning, forecasting, and maintaining short and long – term business development plans in line with the bank’s strategy.
Establish and maintain professional relationships through networking with key stakeholders including intermediaries within the retail segment.
Host relevant functions to seek opportunities to develop strong relationships and business bonds.

Risk Management:

Coordinate the review of risk control self-assessments (RCSA) for Retail and Digital Banking in liaison with Head of Risk & Compliance
Take primary responsibility for managing and minimizing the inherent and potential Risks in all areas of the business (Legal, Credit, Market, Operational, Reputational, AML and People) by working closely with the Risk Management Function to develop and implement policies and procedures that provide assurance against risk in the overall Retail business.
Drive remediation of risk management exceptions identified during audit or risk reviews

Digital Products Manager at I&M Bank

Job Purpose:

The position holder will be responsible for designing and driving implementation of digital products. Optimize existing experiences locally to drive KPIs. Employ a user centred methodology to bring world-class product experiences to market.

Responsible for developing and executing tactical initiatives to support growth of the Digital Banking portfolio whilst also being a contributor to the development of product plans relating to Digital products, meeting customer needs. Drive online product roadmap for Digital Banking Channel.

Managing the Internet/ Mobile Banking Channel and new digital initiatives for the Digital Banking group. Own the development of the product strategy and vision supported by internal and external analysis. Periodic updates of various banking features enhancements on all the digital banking channels, with focus on improving the end user banking experience, Lead all digital product management aspects of the channel including design of new product propositions, UX/UI improvements and campaign management to boost traffic and online conversion.

The person shall also be the below:

Designing and delivering customer journeys to improve the customer and business experience.
Customer attraction through the digital platform and creating opportunities to increase revenues.

Working in liaison with Heads of department and sales team to transfer skills into the broader organization.

Financial:

Achieve allocated Digital Banking portfolio revenue targets, profitability and growth as per agreed budgets.
Prepare Business Case and own benefits realization for Digital Banking solution initiatives.
Contribute and implement agreed Business, Marketing and Promotional Strategies for Digital Banking solutions.
Monitor and track performance of existing Digital Banking solutions and platforms and act to ensure value is continuously generated as expected.
Identify opportunities and execute automation and digitization initiatives on Retail Products, Processes and Services to optimize overall Retail Business by increasing revenues, lowering costs and improving efficiency.
Prepare Weekly and Monthly MIS reports for business teams, monthly management meeting and board.

Product Management

Define compelling digital value propositions within the Retail Banking space by understanding the target customer’s needs, pains and desired gains.
Define the product and solution roadmap in collaboration with the relevant stakeholders.
Execute the product development lifecycle for digital finance products and services aimed at achieving the retail digital business strategy and feature roadmap.
Lead the development of monetisation initiatives for digital solutions working with cross functional teams to achieve increase in digital product uptake, channel usage, drive growth to meet utilization targets and ROE.
Track product performance, leverage on data and customer insights to identify product growth opportunities.
Participate in project meetings, validating prototypes with partners, vendors, testing development, coordinating relevant cross functional approvals and overseeing pilots and launch.

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Customer Experience

Achieve targeted customer experience Product metrics for both internal and external customers.
Review and use voluminous customer data to identify customer behaviours and patterns that would inform new product features and user experience enhancements.
Work closely with internal teams and contracted external partners to drive client centric, digital focused initiatives to increase adoption of retail digital finance products, client engagement, NPS and retention rate within the target customer segments.
Develop, continuously improve and implement product processes and standards that ensure a consistent superior product proposition to customers.

Risk and Compliance

Develop effective and efficient processes that ensure seamless and consistent delivery of digital products.
Monitor, identify and mitigate Digital Finance Products related risks, in conjunction with supporting units such as Information Technology, Credit, Operations, Risk, Audit, Compliance etc.

Leadership, Learning and Growth

Lead and positively influence cross-functional project teams to deliver new Digital Finance solutions and enhancements.
Ensure continuous acquisition of new skills and know-how necessary to support the execution of the Digital strategy, improvements to digital processes and ultimately driving financial returns for the portfolio.

Academic Qualifications

A Bachelor’s degree, preferably in ICT/Commerce; and Banking qualifications.
A Master’s degree and/ or management degree would be an added advantage.

Professional Qualifications

A qualification in technology related field, Data analysis or Project management is required.
Proficiency in MS Office with advanced Excel qualification is required.

Working Experience Required

· 5-7 years’ experience in Banking or digital financial services, with at least 2 years delivering or handling customer facing digital solutions in a Product, Project Management, Data Analysis or IT applications function.

· Experience working with technology driven financial products and solutions.

· Experience working in cross-functionally project teams.

· Ability to communicate effectively with both technology and business teams.

· Knowledge of product management methods and processes and a good understanding of emerging technology and big data platforms

· Self-motivated go-getter who continually works at improving own performance, skills, and competencies

Technical Competencies

Detail and results oriented, able to analyze data to justify product decisions, apply key learnings and present analytical/statistical content effectively to non-technical audiences.
Excellent knowledge of bank operations and systems

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Agency business development and growth

Cross selling of all bank products

Main Duties and Responsibilities:

i. Ensure full KYC and AML compliance in all relationships s/he manage.

ii. Responsible for developing sales plan to achieve targeted objectives and goals.

iii. Agency recruitment and growth.

Network Administrator at I&M Bank

Job Purpose

Responsible for the maintenance of Network hardware and software systems that make up a computer network including the planning, designing, securing and monitoring of active data network infrastructure and related network equipment.

Key Responsibilities/Tasks

Install and support LANs, WANs, network segments, internet, and intranet systems.
Install and maintain network hardware and software.
Analyse and isolate issues
Monitor network to ensure security and availability to specific users
Maintain integrate of the network, server deployment and security
Data center management
Network configuration management and change management
Network performance management
Network availability management (Network Vendor Management – SLA)
Monitor, maintain support of the following critical Network Services,
VPN gateways to ATM switch, BOT and to other service providers
Branch connectivity, ATM, SWIFT/Mobile Banking connectivity IPT systems
Intrusion Detection and Firewall
Upgrading and updating systems when required
Facilitate trainings which require IT related applications and devices.
IT Security
End Point Support
Support users in any other ICT related issues

Risk Management:

· Develop, update and maintain risk procedures and systems with respect to risk identification, risk assessment, risk monitoring, risk mitigation strategies and risk reporting

· Ensure effective adoption and utilization of risk management tools

· Drive remediation of risk management exceptions identified during audit or risk reviews

· Promote risk management culture

Relationship Manager: Corporate at I&M Bank

Job Purpose

Maintain and manage portfolio, build and sustain relationships with existing and new prospective clients as well as represent the Bank in the market. Maximization of Revenue through NII (Net Interest Income), Fee Income, Cross selling of all Bank Products, Synergy with Retail, Branch Teams, Treasury Sales, Bancassurance, Select Banking, Trade Finance, Operations. Should be a Brand Ambassador.

Key Responsibilities/Tasks

Relationship Management:

· Manage a portfolio of existing clients and cross sell of Bank’s products to enhance relationship as per the personal score card which includes Bancassurance, Promoters and Their Close Family Members of Existing Corporate Clients to Select Banking. Get Salary accounts of Existing Corporates and New Corporates.

· Identify and acquire new prospective clients in order to grow the credit portfolio. To cover the Ecosystem of the Large Corporate Clients for Business Banking Lending, Agricultural Financing. Need to acquire clients for Lending Business as well as for Build-up of Low-Cost Deposits. Peep into the Government Banking as well. Also, may do selectively Corporate Banking Business as well.

· Source Clients for Fee Based Income issuance of Letter of Credit Bank Guarantees.

· Achieve the NII Budgets, Fee Income Achieve Loan Budgets and Deposit Budgets.

· Cross Border Business Referrals to IMK, IMU, IMR, Bank One.

· Regular monitor and follow ups on irregular accounts and excess drawings to ensure that the health of the portfolio is maintained.

· Regular client visits for inspection/relationship maintenance in liaison with the supervisor including conducting periodic review of debenture assets e.g., stocks and submit the call report accordingly. Visit of the Property Collateral is mandatory.

· Team Management if any.

Credit Management:

· Provide support to the credit risk team by ensuring submission of relevant information for preparation of credit applications.

· Follow up on timely submission of executed security documents and offer letter after a credit proposal has been approved

Compliance:

· Regular monitoring of compliance with board or management credit committee (BCC/MCC) directives

· Ensure the credit approval conditions and covenants are met by clients as per the Bank’s requirements.

· Ensure compliance to Anti-money laundering (AML) and know your customer (KYC) to all clients!

· Ensure turnaround time (TAT) for client’s applications are achieved through monitoring the flow of process

Risk Management:

· Update and maintain risk procedures and systems with respect to risk identification, risk assessment, risk monitoring, risk mitigation strategies and risk reporting.

· Ensure effective adoption and utilization of risk management tools.

· Drive remediation of risk management exceptions identified during audit or risk reviews.

· Promote risk management culture

Sales Officer at I&M Bank

Job Purpose

To market the Bank’s products and create product awareness in order to acquire business on both corporate and consumer clients on particularly liabilities and new products.

Key Responsibilities/Tasks

· Solicit for new business through direct marketing; setting up appointments to meet new clients; following-up on referrals from existing clients

· Preparing and presenting proposals to promote the bank’s products, to prospective clients.

· Carrying out market intelligence to gain an understanding of changes in the market, in consumer

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needs and to gain information on new entrants (possible opportunities).

· Relationship marketing to maintain current clients and increase the client database. This involves floor walking within the banking hall, making phone calls to clients and obtaining feedback from account relationship staff.

· Negotiation of interest rates on term deposits and foreign currency exchanges. This involves regular consultation with Head Office –Treasury.

· Maintain current clients and increase client database. This includes walk-in clients within the banking hall.

· Making phone calls to clients on follow-up on account opening or the respective client.

· Conduct client visits to build a customer relationship and ensure customer satisfaction.

· Ensure quick turnaround time for client for service delivery.

· Ensure all the KYC and AML policy is strictly followed as per the rules of BOT.

· Provide support to branch network with regards to account opening.

· Respond to client queries.

· Maintenance of self-management with regards to tidiness of work place and physical

Risk Management:

· Ensure effective adoption and utilization of risk management tools

· Drive remediation of risk management exceptions identified during audit or risk reviews

· Promote risk management culture

Skills, Knowledge and Abilities

· Marketing and sales skills

· Interpersonal skills

· Negotiation skills

· Communication skills

· Research skills

· Knowledge on Microsoft Applications

Academic / Professional Qualifications

· Bachelor’s degree in Business Administration, Banking, Finance or any related field

Working Experience Required

· A minimum of 1 years working experience

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Assistant Manager- Select Banking at I&M Bank

Internal Key Contact Person(s):

· Branch Managers

· Treasury

· Marketing

· CAO

· Operations

· Product houses and Segments

· Credit

· Trade Finance & Remittance

· Customer Service

External Key Contact Person(s):

· Customers (existing and potential)

Job Purpose

Maintain and manage portfolio, build and sustain relationships with existing and new prospective clients as well as represent the Bank in the market.
To provide a responsive, pro-active, proficient, and efficient banking services to Personal Banking and SME (walk-in) customers in order to grow (acquire) the portfolio and retain (cross-sell) the existing book.
Support SOs in opening new and additional accounts. Manage walk-in customers and take full responsibility of making right product is being sold to them or provide lead to the responsible RM.
To advise and encourage customers to make use and maximize opportunity on bank’s products and services to expand their share of wallet.
To develop a long-lasting relationship with all customers by providing practical insights into their personal business, particularly regarding account management.
To cross-sell, digital channel products and ensure registrations and usage.
Reactivate accounts to manage dormancy ratio down through constant engagements with the customers via emails, telephone, and a time by visiting.

Key Responsibilities/Tasks

Relationship Management:

· Manage a portfolio of existing clients and cross sell of Bank’s products to enhance relationship as per the personal score card.

· Attracts new business through walk-in customers, and through key vendors who are working with the bank but not banking to ensure they open accounts and get paid through the bank.

· Through MI, identify customers whose salary / income are not passing through the bank to understand the reasons and pass the names to WPB Manager for further engagement.

· Contributes to Personal Banking or SME CVP and sales plans through providing recommendations / appropriate action to protect and grow the business based on customer feedback e.g., new schemes, lending parameters, campaigns etc

· Educates customers on self-service channels utilization and monitor own portfolio to ensure % of active digital customers is being met and all customers are onboarded on channels.

· Prepares and manages own calling program for all (new and existing) customers to deepen relationships with them. Make use of iLead /SFE tool.

· Compiles the required reports (i.e., channel summary reports, inactive / dormancy report) as per required KPI, and submit them timely.

· Pass on sales leads to other relevant segments e.g., SOs, WPB, Corporates, RMs or BMs.

· Actively monitor on boarded customers’ account behavior under the respective codes.

· Recommends new services and products with conscious of the impact the decisions have to the Bank.

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Key Measures:

· Financials: Growth in customers’ contribution through retention and increase of cross-sell.

· Achievement of NTB targets through cross-sell: Ensure achievement of the targets allocated.

· Growth in branch / portfolio – Net revenue and deposit.

· Reduction in dormancy ratio.

Customer Service:

· Provides value through delivering an exceptional level of service to Personal Banking (PB) customers through a variety of channels – phone, E-mail, and face to face.

· Strengthens and expands relationships with PB customers by intimately understanding the customer and servicing the customer’s banking needs appropriately.

· Adheres to the bank’s service standards, customer service charter and service level agreements when servicing customers.

· Deliver excellent Banking service to the bank’s customers without compromising on controls.

· Consult with clients to help the clients resolve issues and concerns that they have regarding their account.

· Develops and maintains strong relationships to enhance Bank’s profitability.

· Undertakes pro-active customer service reviews to deepen relationships and attain feedback on the services received to feed into relevant forums to drive service enhancement initiatives.

· Proactively informs customers of potential problems before they arise and process for resolution i.e., there are instances where sales teams are told to inform customers on system downtimes, card problems etc.

· Informs and educates clients about the bank’s products (raising the client’s awareness of the most appropriate products and services).

· Support and work close with WPB Manager to compile loan applications and submit to the manager for further evaluation and decision making.

· Responds to inquiries from clients and ensures resolution of service or operations problems.

Reporting:

· Ensure timely submission of call programs and/or any other reports from time to time.

· Provide timely and appropriate feedback on customer queries.

· Record leads in iLeads SFE tool and ensure closure of all leads.

Administration:

· Support the branch manager in preparing and providing inputs for branch sales-related budget.

· Adherence to bank’s policies when onboarding new customers and/or motivating additional products to the customers.

· Perform any other duties as may be assigned by the immediate supervisor from time to time.

· Ensure good customer service by log in all customer’s complaints for resolution.

Key Measures:

· Retention resulting into sales – Achieve Customer Satisfaction Score.

· NPS Score through customer service surveys.

· Achievement of customer service KPIs (dormancy ration, TAT, complaint handling).

Skills, Knowledge and Abilities

· Customer Centricity skills

· Sales and negotiation skills

· Communication skills

· Knowledge on market trends

· Interacting with people / Teamwork – ability to engage with others

· Confidence and proactiveness

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