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Showing posts with label NMB BANK JOBS. Show all posts
Showing posts with label NMB BANK JOBS. Show all posts

Thursday

Manager, Contact Center at NMB Bank Tanzania


Job Position: Manager, Contact Center at NMB Bank PLC

Job Purpose
Ensuring consistent and excellent customer experience through the Contact Centre channels by driving team performance through recruiting, coaching, training, workforce planning and quality management. Performance metrics include quality (NPS, customer satisfaction) and efficiency metrics (service level, call efficiency-AHT, staffing utilization) and financial performance (sales conversion rates, retention) to maximize sales and profits.

Main Responsibilities
The Contact Center Manager main responsibility is to champion a culture of outstanding service through ownership and proactive promotion of first contact resolution. He / She serves customers by:
Looking at ways to improve customer experience
Continually review and improve processes, systems and ways of working
Working to a first contact resolution
Act as an ambassador for the company
The goal is to keep the unit running in an efficient manner, increase customer satisfaction, loyalty and retention.

1.     Customer experience management: act as the Voice of the Customer, advocating and influencing business change and culture, actively collaborating with others to deliver change and achieve improvements in customer experience.
 2.     Customer experience delivery: oversee the complaint resolution within Contact Centre, driving efficiency and the optimization of all channels (IVR, email, chat, social media etc.) and:
·         Contribute to the design and implementation of new tools/technologies, change programmes and projects which impact the Contact Centre.
·         Develop objectives for the contact center’s day-to-day activities including effective resource planning and organization, shift patterns and the number of staff required to meet demand (administering scheduling systems)
·         Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.

3.     Quality of service: enhance the quality of customer interactions, compliance, regulatory and legal obligations are met across all interactions.
·         Setting and meeting performance targets for speed, efficiency, sales and quality.
·         Embed a performance culture, framework and review processes to achieve service levels including developing a culture where training and development are part of the team.
·         Take ownership of customers issues and follow problems through to resolution
·         Develop service procedures, policies and standards
·         Keep accurate records and document customer service actions and discussions

4.     People Management: build a customer-focused, value-driven culture
·         Develop the capability and performance of Team Leaders through strong performance management and coaching.
·         Provide strong, dynamic leadership that mentors and inspires an engaged team.
·         Create and nurture an environment where CC Agents can develop and excel.

5.     Financial Management: meets financial objectives:
·         Estimate and prepare annual budget requirements
·         Adhere to and manage the approved budget

Attributes
·         Significant experience of Contact center technologies e.g. CTI/ACD, IVR, WFM, QM, Social media etc.
·         Strong understanding of customer service principles, performance evaluation and customer service metrics
·         Familiarity of CRM solutions service principles and practices
·         Result oriented, strongly motivated leader with excellent interpersonal communication and negotiation skills
·         Ability to coach, develop, and mentor team members

 Qualifications and Experience
·         Graduate from Engineering, Business Administration or equivalent
·         Certified Call Center Manager or equivalent qualification is a plus
·         Minimum 5 years in Contact Center environment
·         Broad experience of people management, leading and directing multiple team members in a busy task-oriented environment
·         Candidates working within the Financial, Banking, Telecommunications industries will be of an added advantage



Deadline: 17th July 2018

Tuesday

Employment Opportunities at NMB Bank Plc


NMB Bank Plc. (“NMB”) is a full service commercial bank incorporated in the United Republic of Tanzania. Through its 4 main business divisions: Retail, Wholesale, Agribusiness and Treasury, NMB provides a suite of financial services and products to retail customers, Small and Medium Enterprises (SME’s), Corporates, institutions and the Government. The bank has 200+ branches, a growing number of 3500 Wakala and 700+ ATMs across the country and is present in 98% of all Government districts. NMB has over 2.5 million customers and employs over 3,400 staff. The Bank is listed on the Dar es Salaam Stock Exchange in Tanzania. With a balance sheet size of over TZS 5.3 trillion, NMB has consistently been the most profitable bank in the country for the last 11 years.

For the 5th year in a row NMB was declared Best Bank in Tanzania by Euromoney in the framework of Africa Awards for Excellence.

“NMB today is the bank that works, rather than one which exists. Tough decisions around capital, businesses and people have been made. Throughout that process, NMB has continued to deliver strong profits and pay industry-leading dividends to shareholders.” NMB’s Managing Director, Ineke Bussemaker, said innovative products, technology and investments in digital banking coupled with the widest branch network and ATM’s have contributed to the transformation of the bank making it the best bank for financial inclusion. “Solving the challenge of the countries unbanked will take investment, innovation and an ability to bring together key players in payments and other banking services. Currently, we are one of the key players in financial inclusion in the country and will continue to bring banking solutions fit for the majority.” said Ineke Bussemaker.

Winning the Best Bank Transformation in Africa and the Best Bank in Tanzania awards is a clear indication that our efforts are recognized not just in Tanzania but across the region.



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Wednesday

Chief Customer Business - NMB Bank


Role Title: Chief Customer Business
Reporting Line: Chief Executive Officer
Location: NMB Head Office Dar es Salaam

Company Description:
NMB Bank Plc. (“NMB”) is a full service commercial bank incorporated in the United Republic of Tanzania. Through its 4 main business divisions: Retail, Wholesale, Agribusiness and Treasury, NMB provides a suite of financial services and products to retail customers, Small and Medium Enterprises (SME’s), Corporates, institutions and the Government. The bank has 200+ branches, a growing number of 3500 Wakala and 700+ ATMs across the country and is present in 98% of all Government districts. NMB has over 2.5 million customers and employs over 3,400 staff. The Bank is listed on the Dar es Salaam Stock Exchange in Tanzania. With a balance sheet size of over TZS 5.3 trillion, NMB has consistently been the most profitable bank in the country for the last 11 years.

For the 5th year in a row NMB was declared Best Bank in Tanzania by Euromoney in the framework of Africa Awards for Excellence.

“NMB today is the bank that works, rather than one which exists. Tough decisions around capital, businesses and people have been made. Throughout that process, NMB has continued to deliver strong profits and pay industry-leading dividends to shareholders.” NMB’s Managing Director, Ineke Bussemaker, said innovative products, technology and investments in digital banking coupled with the widest branch network and ATM’s have contributed to the transformation of the bank making it the best bank for financial inclusion. “Solving the challenge of the countries unbanked will take investment, innovation and an ability to bring together key players in payments and other banking services. Currently, we are one of the key players in financial inclusion in the country and will continue to bring banking solutions fit for the majority.” said Ineke Bussemaker.

Winning the Best Bank Transformation in Africa and the Best Bank in Tanzania awards is a clear indication that our efforts are recognized not just in Tanzania but across the region.

Job Purpose:
The job holder is responsible for ensuring that business sales targets are achieved and customers are serviced effectively. He/she will also oversee development and management of client relationships to achieve the bank’s financial objectives and maximize profit while encouraging a single view of the customer and cross-selling of the bank’s products and services, working with the Digital Transformation and Products division.

Key Responsibilities:
  • Revenue and profit and loss and balance sheet responsibility, overseeing sales and customer service, and closely cooperating with the Digital Transformation and Products division; focus on sales (not operations)
  • Participate in the development and review of the bank’s strategic plan
  • Formulate banking strategies to improve sales, together with the Business Heads define the bank’s commercial strategy
  • Drive sales (quality loans and customer liability generation) through the teams in Retail, Wholesale, Agribusiness and Marketing developing work plans, budgets and overseeing execution
  • Leverage customer analytics to inform strategic choices and priorities
  • Analyze the Customer Business Sales activities and business value chain (end to end) for growth opportunities, cross selling and new innovative solutions to exceed customer needs and expectations
  • Prepare and submit all monthly, quarterly and annual performance reports for the division
  • Oversee the marketing function to ensure marketing functions and activities are consistent with the bank’s objectives
  • Manage the Customer Business Sales (2,800 staff), hierarchically and functionally, supporting the direct reports in their professional development. Reach the results through the teams developing and executing their departments’ strategy and plan
Attributes:
  • Impeccable integrity
  • Strong knowledge of customer segmentation and management techniques
  • Demonstrated record of revenue growth in a customer centric and innovative, technology driven financial services environment
  • Exposure abroad with demonstrable revenue and profit and loss responsibility for retail, wholesale and agribusiness in an innovative technology driven financial services environment, being a corporate or medium sized financial services or investment company
  • People person with presence
  • Passion for sales in NMB, identify opportunities, pull customers in, go getter mentality

Key competences:
  • Execution: achieving results through others, drive sales through the team
  • Business Judgement: showing commercial acumen
  • Collaboration: creating synergies through working in partnership, teamwork
  • Inspirational Leadership: getting people to follow you

Qualifications and experience:
  • Master’s degree in Business (eg MBA) or related field gained from a recognized university or a Master’s degree in another area combined with business certifications from reputed international institutions
  • Post graduate qualifications in banking is an added advantage
  • 15+ years’ relevant experience, 5 years at senior management level
  • Exposure abroad with demonstrable revenue responsibility in a customer centric and innovative, technology driven financial services environment, being a corporate or medium sized financial service or investment company

HOW TO APPLY
If you consider yourself to be a strong candidate based on the requirements for the role, we invite you to apply by sending your letter of application and CV to executives@nmbtz.com


Application deadline: 1st December 2017


Chief Internal Audit - NMB Bank


Role Title: Chief Internal Audit
Reporting Line: Chief Executive Officer and BARCC
Location: NMB Head Office Dar es Salaam
Application deadline: 1st December 2017

Company Description:
NMB Bank Plc. (“NMB”) is a full service commercial bank incorporated in the United Republic of Tanzania. Through its 4 main business divisions: Retail, Wholesale, Agribusiness and Treasury, NMB provides a suite of financial services and products to retail customers, Small and Medium Enterprises (SME’s), Corporates, institutions and the Government. The bank has 200+ branches, a growing number of 3500 Wakala and 700+ ATMs across the country and is present in 98% of all Government districts. NMB has over 2.5 million customers and employs over 3,400 staff. The Bank is listed on the Dar es Salaam Stock Exchange in Tanzania. With a balance sheet size of over TZS 5.3 trillion, NMB has consistently been the most profitable bank in the country for the last 11 years.

For the 5th year in a row NMB was declared Best Bank in Tanzania by Euromoney in the framework of Africa Awards for Excellence.

“NMB today is the bank that works, rather than one which exists. Tough decisions around capital, businesses and people have been made. Throughout that process, NMB has continued to deliver strong profits and pay industry-leading dividends to shareholders.” NMB’s Managing Director, Ineke Bussemaker, said innovative products, technology and investments in digital banking coupled with the widest branch network and ATM’s have contributed to the transformation of the bank making it the best bank for financial inclusion. “Solving the challenge of the countries unbanked will take investment, innovation and an ability to bring together key players in payments and other banking services. Currently, we are one of the key players in financial inclusion in the country and will continue to bring banking solutions fit for the majority.” said Ineke Bussemaker.

Winning the Best Bank Transformation in Africa and the Best Bank in Tanzania awards is a clear indication that our efforts are recognized not just in Tanzania but across the region.

Job Purpose:
The job holder is responsible to provide the BARCC, management and other stakeholders with risk based, objective and reliable assurance, advisory services and insights on controls, risk management and governance matters using leading practices supported by appropriate technology.

Key Responsibilities:

  • Lead the development and implementation of internal audit work plans and programs, managing the audit team in assisting the business to implement controls and mitigate risks
  • Work with the business and other units to proactively improve the environment
  • Be accountable for third line of defense
  • Stay abreast of the latest developments in ICT that impact the ICT risks in the bank and the possibilities to investigate using ICT
  • Prepare a risk based annual audit plan for the approval of the Board Audit Committee
  • Draft, review and update Internal Audit policies and manuals for Board approval
  • Identify the relevant operating risks that may affect the organization and assess their likelihood of occurrence and the potential impact on the business
  • Evaluate the adequacy and effectiveness of internal controls and the operating systems
  • Provide support in ensuring that audit activities are carried out as per the audit professional guidelines and other applicable guidelines (International Professional Practices Framework (IPPF) by the Institute of Internal Auditors (IIA))
  • Review audit findings with auditors, appraise the management and report to the Board Audit Committee
  • Coordinate management actions and responses in respect to audit findings and observations
  • Carry out investigations and special audits as requested by management, Board, or red flag noted by auditors
  • Stakeholder management with Bank of Tanzania
  • Manage the Audit team (30 staff), hierarchically and functionally, supporting the direct reports in their professional development. Reach the results through the team developing and executing the department’s strategy and plan


Attributes:

  • Impeccable integrity
  • Objectivity
  • ICT audit
  • Apply data analytics
  • Investigative skills
  • Eye for detail in checks and balances, rules and processes, risk and governance
  • Multi stakeholder management: report to BARCC, Board and regulator
  • Sound understanding of International Professional Practices Framework (IPPF), which comprises standards, code of ethics, and principles for the professional practice of internal audit
  • Passion for internal audit in NMB, current state and future developments


Key competences:

  • Execution: achieving results through others, leading team, peers etc.
  • Collaboration: creating synergies through working in partnership, teamwork
  • Change Potential: driving and responding to change


Qualifications and experience:

  • Master’s degree in Finance or related field gained from a recognized university
  • Accounting certification (CPA, ACCA or equivalent) is required
  • Certified International Auditor (CIA) qualification (issued by IIA) is preferred
  • Membership of the Internal Auditors (IIA) is preferred
  • Membership of accounting professional body is required
  • Information Systems Auditing Certification (CISA) is preferred
  • Post graduate qualifications in banking is an added advantage
  • 15+ years’ audit, ICT audit or accountancy experience, 5 years at senior management level
  • Proven track record in audit or accounting in banking or a leading audit firm

This position is open to Tanzanian nationals only.

HOW TO APPLY
If you consider yourself to be a strong candidate based on the requirements for the role, we invite you to apply by sending your letter of application and CV to executives@nmbtz.com

Senior Manager; Learning and Talent Development


Job Position: Senior Manager; Learning and Talent Development

Job Purpose

Improve the productivity of the bank's employees assessing developmental needs to drive staff development initiatives.
Identifying & arranging suitable solutions including online and classroom training, coaching, mentoring, training on the job, induction etc.

This position actively searches creatively designs and implements effective methods to educate, enhance performance and recognize performance.

Main Responsibilities:

  • Create Learning & Talent Development (L&TD) strategy in line with business to improve staff performance in a structured and measurable way; working with employees on their skills, behaviour and motivation.
  • Translate the L&TD strategy in an annual staff development plan for the bank and its Business Units.
  • Oversee, monitor and evaluate learning and talent development initiatives and create and define competence framework and execute skills audit.
  • Lead Training Needs Analysis (TNA) across the network, define the gaps and create staff development solutions.
  • Lead and mentor the L&TD team to stimulate and facilitate their professional development.
  • Improve staff development solutions, for a specific part of the bank, including senior management.
  • Appoint and manage contracts with external trainers and training providers; confer as needed with third-party providers of educational materials and resources to ensure that they meet the bank’s training goals and objectives.
  • Build formal and informal partnerships in learning sectors, including Higher Education Institutions, independent training providers, and strategic agencies, develop participation and training opportunities and progression routes for the bank’s staff.
  • Conduct or support pilot tests to ensure effectiveness of developed programs and compatibility with other systems.
  • Ensure course compliance to international course standards (SCORM) and evaluate the impact and effectiveness of training content and materials (ROI).
  • Understand and oversee the development and layout of the technical infrastructure required to deliver digital e-learning content.
  • Evaluate the effectiveness and efficiency of the staff development programme together with the team including sharing feedback to internal partners and trainers and defining opportunities for improvement.
  • Develop and monitor spending against the departmental budget and prepare and update progress reports for incorporation in the MIS.

Attributes

  • Solid knowledge on creating an L&TD strategy based on organization and HR strategy
  • Thorough understanding of creating a competence framework, execute a skills audit and conduct TNA throughout an organization identifying the most relevant staff development needs, in the areas of skills, behaviour and motivation
  • Ability to define suitable staff development solutions based on a TNA.
  • Business acumen
  • Customer focus
  • Project management (leading projects and teams)
  • Strong verbal and written communication skills
  • Ability to communicate complex ideas and information effectively, clearly and concisely
  • Stakeholder Management


Qualifications and Experience

  • Bachelor's Degree in HR, Education, Business Administration or any other related field
  • Master’s degree is an added advantage
  • Train of trainers certification
  • Learning and Development Certification
At least 7 years’ of work experience in developing learning programs for both classroom and technology-based learning and performance solutions,  5 years in leading teams

CLICK HERE TO APPLY


Head of Strategy and Investor Relations - NMB Bank


Role Title: Head of Strategy and Investor Relations
Reporting Line: Chief Executive Officer
Location: NMB Head Office Dar es Salaam

Application deadline: 1st December 2017

Company Description:

NMB Bank Plc. (“NMB”) is a full service commercial bank incorporated in the United Republic of Tanzania. Through its 4 main business divisions: Retail, Wholesale, Agribusiness and Treasury, NMB provides a suite of financial services and products to retail customers, Small and Medium Enterprises (SME’s), Corporates, institutions and the Government. The bank has 200+ branches, a growing number of 3500 Wakala and 700+ ATMs across the country and is present in 98% of all Government districts. NMB has over 2.5 million customers and employs over 3,400 staff. The Bank is listed on the Dar es Salaam Stock Exchange in Tanzania. With a balance sheet size of over TZS 5.3 trillion, NMB has consistently been the most profitable bank in the country for the last 11 years.

For the 5th year in a row NMB was declared Best Bank in Tanzania by Euromoney in the framework of Africa Awards for Excellence.

“NMB today is the bank that works, rather than one which exists. Tough decisions around capital, businesses and people have been made. Throughout that process, NMB has continued to deliver strong profits and pay industry-leading dividends to shareholders.” NMB’s Managing Director, Ineke Bussemaker, said innovative products, technology and investments in digital banking coupled with the widest branch network and ATM’s have contributed to the transformation of the bank making it the best bank for financial inclusion. “Solving the challenge of the countries unbanked will take investment, innovation and an ability to bring together key players in payments and other banking services. Currently, we are one of the key players in financial inclusion in the country and will continue to bring banking solutions fit for the majority.” said Ineke Bussemaker.

Winning the Best Bank Transformation in Africa and the Best Bank in Tanzania awards is a clear indication that our efforts are recognized not just in Tanzania but across the region.

Job Purpose:

The job holder is responsible for driving the bank's strategy development and implementation and for attracting and guiding investors that are potentially of interest for NMB.

Key Responsibilities:

  • Drive the bank’s strategy development by planning, analysing, and evaluating different strategic initiatives as well as supporting different functions in the strategy planning and execution process
  • Track progress and report on the strategy implementation with the different business units and departments supporting and challenging their advancement towards strategic goals, activities for implementation, milestones and projects
  • Assist the bank in the digital transformation driving a strategy that encompasses the digitalization
  • Analyze and advise on emerging industry trends, expansion opportunities, including mergers and acquisitions, competitive threats, viability of outside business partners, venture capital sources, internal business performance and business process improvement
  • Oversee organizational reviews, communicating results to top management and develop strategies based on organizational reviews
  • Develop recommendations for optimizing business and financial performance
  • Consult with business executives on a wide range of issues related to the strategy formulation process, including risk management and new growth opportunities
  • Evaluate new business models and corporate relationships
  • Support CEO and CFO in active engagement with institutional investors
  • Attract and respond to requests from potential investors, organize meetings and events triggering their interest and building solid relationships
  • Represent NMB, and provide relationship support, towards potential investors, government and other stakeholders
  • Support from time to time in relevant special projects including budgeting, productivity exercises or others
  • Manage the Strategy and Investor Relations team (a small team), hierarchically and functionally, supporting the individuals in their professional development. Reach the results through the team supporting the strategy development and implementation working together closely with the various functions in the bank         


Attributes:

  • Impeccable integrity
  • Strategy development and implementation
  • Analytical skills and the ability to gain in-depth understanding of new developments in global banking and apply them to NMB
  • Ability and drive to identify opportunities both in growing the bank and attracting investors, in the local and international market
  • Relationship Management: externally with investors, government and other stakeholders and internally, driving the bank’s strategy through the different functions
  • Passion for driving the strategy development and implementation in banking as well as the investor relations


Key competences:

  • Business Judgement: showing commercial acumen
  • Execution: achieving results through others, leading team, peers etc.
  • Collaboration: creating synergies through working in partnership, teamwork
  • Influence: persuading and influencing stakeholders
  • Change Potential: driving and responding to change

Qualifications and experience:

  • MBA preferred or master’s degree in a related field gained from a recognized university
  • Post graduate qualifications in banking is an added advantage
  • 10+ years’ experience, 5 years in a managerial position in strategy development and execution in an innovative, technology driven financial services environment and managing investor relations
  • Experience navigating complex organizations, including gaining access to key executives and stakeholders and successfully building relationships with functions in a matrix structure

This position is open to Tanzanian nationals only.                                                                                   
HOW TO APPLY:
If you consider yourself to be a strong candidate based on the requirements for the role, we invite you to apply by sending your letter of application and CV to executives@nmbtz.com

 


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