To deliver exceptional business performance by providing operations support and excellent customer service to clients.

Key Accountabilities (Duties and Responsibilities)

Financial 8% 

Introduce new business tothebankthroughcross selling Ensure no income leakage by collecting the necessary bank charges

Internal business processes 62% 

• Ensure that all hard copy documents received are attached in IBPS and application progressed within the required timelines.
• Ensure that instructions received on email with regards to customers’ applications are immediately attached on the application and progressed.
• Ensure that document pending and rescan queues are well managed ensuring that items are resolved within 30 Days.
• Ensure that monthly archival of any physical customer documents is adhered to alongside a proper filing system. Ensure completeness of applications, KYC verification and thorough searches are done for all applications under review.
• Ensure CRB and other relevant checks are done and documented for all applications
• Zero tolerance to data capture errors, Searches errors, or failure to input all mandatory fields resulting to send backs
• Achieve set turnaround time to ensure customers and dealers are satisfied. The overall TAT target for initiation phase is 0.1 days.
• Ensuring effective management and requisition of customer service to clients.

Customer 25% 

• Update customers, dealers & RMs on the pending documents for each application on the same day.
• Ensure that there is a robust departmental internal customer satisfaction rating by ensuring the team lives the NCBA Values
• Deliver Exceptional customer service to all stakeholders.

Learning and growth 5% 

• Achieve at least 40 hours of learning/training through E-learning, Internal & External training activities.
• Ensure compliance with the leave policy on block leave and minimum carry over.
• Maintain own high performance.
• Own up-to-date and action based competency assessments and development plans for self

Job Purpose Statement

The purpose of this job is to support the Enterprise Risk Management and Compliance function through the implementation of the Financial Crime Compliance Framework within the standards defined by the Group including the identification, measurement, monitoring and reporting of risk and enforcing compliance with policies, processes, procedures and controls.

Key Accountabilities (Duties and Responsibilities)

Financial 15% 

• Responsible for supporting the achievement of profitability of the bank through management/ cost savings of set departmental budgets.

Internal business processes 60% 

• Provide effective FCC case management by ensuring timely response to and the initial review and investigation of FCC alerts and maintaining follow up for conclusion.
• Advice senior management on Financial Crime Compliance trends and exposures the bank is experiencing and provide recommendations to minimize the risk
• Escalate any identified suspicious transactions and activities to the Manager FCC promptly to ensure the Bank complies with filing suspicious transaction reports within the stipulated regulatory timelines
• Develop plans to proactively address any identified FCC weaknesses and follow up with process owners to close the gaps noted.
• Review applicable procedure manuals in the bank to ensure adequate controls are embedded to mitigate applicable FCC risk
• Delivery of FCC training programs across the Bank to the standards defined by the Group Risk function
• Periodically review FCC weaknesses as per the customer identification program templates, recommend enforcement measures and follow up implementation
• Monitor Financial Crime Compliance issues in the Bank while coordinating monitoring standards in all relevant subsidiary companies
• Prepare periodic reports to regularly update FCC exposures and loss experience to Business Units and senior management.
• Promote the importance of having a strong internal control environment including, but not limited to, assisting in providing a clear definition and understanding throughout the Bank of what constitutes Financial Crime Compliance risk events and apprising senior management and Business Units on various elements that impact risk and compliance.
• Monitor the Bank’s weighted FCC compliance score and participate in the implementation of the model within the Group.
• Support the establishment of the complete Financial Crime Compliance scope for the Bank based on applicable laws, regulations, policies and related policy standards and policy guidelines, and aim at achieving 100% compliance
• 100% adherence to policies, procedures and statutory

Customer 15% 

• Drive customer satisfaction through adherence of set SLAs and issuing stakeholders timely feedback
• Promote FCC awareness within the Group by providing guidance, consulting and coordinating relevant programs to ensure an FCC compliance culture

Learning and growth 10% 

• Responsible for delivering the performance objectives set and managing his/her own learning and development to build capacity and avail him/herself for coaching and training opportunities.

Ideal Job Specifications

Academic:

• At least a Bachelor’s degree or its equivalent, preferably in a Business related field, Mathematics or Law.
• Experience in use of standard software used in the Bank such as Word, Excel, Access and PowerPoint

Desired work experience:

• A minimum of 3 years of relevant professional experience, preferably in banking and/or finance. Experience in use of standard software used in the Bank such as Word, Excel, Access and PowerPoint

Job Purpose Statement

The purpose of this role will be to support investing retail clients in the whole journey of interacting with investment solutions offered by NCBA Investment Bank. The role shall be the first point of contact for retail clients who enquiries into the NCBA wealth management products offering and/or wish to open investment accounts.

Key roles entail;

• Providing customer services to optimize customer satisfaction, guiding clients in exploring and making investment decisions and throughout the investment account opening process and support after the accounts are set up.
• Ensure NCBA-IB risk management policies and procedures are adhered throughout the customer engagement journey.
• Provides training to and coordinates activities of relevant customer-contact staff at branches and other stakeholders who form part of the business development network to
• drive growth.

Key Accountabilities (Duties and Responsibilities)

Financial 30% 

• Providing investment advise to clients seeking to invest in NCBA Collective Investment Schemes and other products.
• Cross selling other wealth management products to collective schemes investors, in close coordination with business development managers and Investment

Managers

• Growth on overall client collective Investment schemes clients and average AUM per client.
• Offer support to other business units to enhance client acquisition and retention through participating in joint
• client calls, activations and other marketing activities

Key Accountabilities (Duties and Responsibilities)

Output

• Follow up on leads and referrals with the intention of speedy closure.

Internal Business Processes 25% 

• Processing client’s account opening and instructions on systems to ensure minimal errors.
• Working closely with the Operations team for timely and accurate processing of account opening, investment and liquidation of instructions.
• Minimize exposures to and impact of risks by ensuring appropriate KYC, AML procedures.
• Logging of client queries in line with the Customer Complaints Handling policy
• Seeking approval from Client Service Manager for exceptions to the KYC process.
• Offer support to internal stakeholders on matters wealth management.

Customer 40% 

• Provision of appropriate investment advise to retail clients on investment solutions.
• Timely and effective handling of customer requests and queries
• Ensure high quality of Client servicing and experiences and adherence to promised TAT’s. 100% adherence to set turnaround times on client requests including responding to client queries within 24 hours and appropriate escalations applied to unresolved issues
• Offer appropriate investment solutions to meet client specific needs
• Quality interactions with stakeholders being professional and courteous when communicating with clients at all touch points: E-mail, telephone and face to face
• Ensure minimal Client Complaints due to lack of support or no response & Adherence to procedures

Learning and Growth 5%

• Take charge of own growth and development needs through seeking on the Job training and enrolling in relevant in-house and external courses.

Job Specifications

Academic:

• University Degree in Business related course.
• Working towards ICIFA and/or CISI membership.

Desired work experience:

• At least 2 years’ in customer services or experience in Unit Trusts client service or front office operations

Job Purpose Statement

This is a senior technical and client-facing role, which will entail managing portfolios and client relations for Institutional, pension, private wealth and collective investment scheme portfolios in order to meet client requirements and grow Assets under Management. The incumbent shall be a member of the Investment team and the investments committee and he/she shall lead investment managers, dealers and analysts, for assigned client relationships and advisor to clients on all portfolios under his/her management. The incumbent will be responsible for successful structuring and implementation of client investment policy statements and ensuring terms of engagement are consistently adhered to, risks management measures are adhered to and clients’ expectations are met. The incumbent shall ensure high quality clients service with would lead to client stickiness, high AUM/ client mandate retention rate and referral business.
The incumbent will be a representative of the NCBA IB at statutory meetings such as Annual General Meetings for the investment funds that he/she manages. Additionally, represent the firm at committees of Industry bodies such as Fund Manager’s Association (FMA).

Key Accountabilities (Duties and Responsibilities)

Financial 50% 

• Establishing, managing and retaining existing relationships and generating new business in the pensions, wealth management and collective investment schemes.
• This will lead to increase in assets under management, management fees.
• Ensure timely collection of management fees for assigned mandates and adherence to pricing policy.

Internal Business Processes 10% 

• Day to day formulation of client’s investment policy statements, assessment client risk appetite, return and portfolio constraint characteristics, modelling portfolios,
• Consistency in adherence to and application of established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment. Minimization of exposures to and impact of risks associated with client portfolio in line with the NCBA asset management policies, CMA regulatory requirements, KYC and AML policies.
• The role will also follow through with the back office and front office teams to ensure accuracy of client records, adherence to KYC requirements, completion of portfolio execution and allocation decisions, issuance of client report etc. as may be applicable
• Guiding the Investment Dealers in execution of investment decisions.
• Guiding the investment/ research analysts in providing investment reviews, analysis and modelling to ensure

Customer 30% 

• The role entails Account Relationship Management to ensure the customer relations are maintained well to reduce complaints and also retain existing customers by
• management of customer expectations.
• Working with Business development managers to listen and articulate client/market needs and industry trends and preparing/proposing of the development of new product to be offered to individual clients, target client groups and collective investment vehicles.
• Developing strategies for maintaining and further penetrating existing client base, growing the portfolio assets and execute the strategy through calls, visits, needs assessment, and follow-up meetings to maintain, enhance and expand customer relationships.
• Support the business development team in preparing investment proposals, meeting clients and closure of new business to ensure growth in assets under management and management fees.

Job Specifications

• University degree in an analytical or business related course
• A Master’s degree in relevant field will be an added advantage.
• A minimum of 7 years working experience in Asset Management, Corporate Finance, Stock Brokerage or related Field with a bias to investment management.
• CISI and ICIFA membership a requirement
• Working knowledge of an investment management system is an added advantage

Job Purpose Statement

The main purpose of the role is to daily management of the General Ledgers (GL) that form the primary source of financial information for the Group. This role will handle monthly, quarterly and annual financial closings, coordinate the subsidiaries to ensure standardization, accuracy and completeness of data for consolidation of the financials. The role will enhance the quality of financial discipline and management reporting to achieve the group entities objectives. The role supports the Deputy Director, Finance to ensure review of GL for overall integrity and accuracy of the general ledgers as a basis for the preparation of financial and management reporting. Additionally, the role will be involved in statutory reporting especially co-ordination of annual accounts process. Specifically, the role will participate and support implementation and entrenchment of financial controls culture, policies, tools, processes and procedures that ensure internal efficient and effective preparation and dissemination of financial information. The role cuts across financial control and financial reporting in Kenya and the subsidiaries.

Ideal Job Specifications

Academic:

• University degree in business related studies or equivalent.
• MBA is an added advantage.

Professional:

• CPA, ACCA, CIMA or equivalent professional qualification

Desired work experience:

• Five years’ post-qualification (accounting) experience in a medium to large corporate organisation.
• Four years’ work experience in middle management role.
• Practical experience in use of relevant MS Office applications.
• Competence in the use of SAP, SAP BODs, SAP BPC and T24.
• Experience in the financial services industry or banking sector would be an added advantage