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.)
