Deadline of this Job: 26 August 2022
JOB DETAILS: Customer Engagement & Marketing Manager
JOB SUMMARY
The role holder will have the principal responsibility for managing the marketing and customer care services activities of the Urwego product range to ensure that the business remains competitive while achieving its stated income and targets. The role holder will also remain responsible for the management of the Urwego Agent Banking network, Call Centre and Grant Projects.
This will be achieved by reviewing, recommending, and marketing new product developments and, enhancements to the existing product set. Through an understanding of the Urwego competitive position for each product category and sector of the market, the role holder will make recommendations in respect of appropriate product pricing, positioning and market potential.
The role holder will be responsible for the design and delivery of the aggregated Brand and Marketing Plans to support the achievement of the objectives in overall.
The role holder will also oversee the utilized projects supported by grants used at their maximization. While providing all necessary support to her/his team in order to provide excellent services to clients, staff and other stakeholders.
RESPONSIBILITIES
Marketing and Brand Management, Agent Development Management, Grant Projects and Partnership Management, Customer Care, LM&E Management, and Unit Budget Management
Spiritual Integration and Christian Witness
• Ensure a personal, healthy spiritual balance within family, work, and church life through the adoption of biblical personal and spiritual disciplines; and
• Conduct daily work, make decisions, and help Urwego Bank make decisions in a way that witnesses to the presence, power, and love of Jesus and the reality of his Kingdom on earth.
Marketing Management and Planning:
• Work closely with Marketing, LM&E Officer to ensure all marketing activities such as branding, radio adverts, TV ads, web site and other social media platforms are utilized to their maximization, in addition to listening, monitoring and evaluation activities done on timely;
• Own all marketing production activity of customer facing marketing material, including TV, radio and print advertising, branch brochures, posters and web site content;
• Work in partnership with HOPE marketing team on brand ideation and development phase;
• Effective cost management and control of the grants and Marketing activities budget Advise;
Agent Banking:
• Oversee agent banking development by driving agent banking service adoption for staff and clients through sensitization, share innovative ideas from performing well branches on mHose and implement similar ideas to other branches and utilize the social media platforms in order to maximize the mHose and agent usage. Agent recruitment, training and branding and provide direct support when needed.
Grant Projects:
• Manage Grant Projects: work closely with involved teams by overseeing the project, primarily through project compliance management system, including documenting and monitoring the use of project funding proceeds, monitoring, coordinating the deliverable targets and coordinating the preparation of and submitting the reports to stakeholders in a timely manner while keeping a good relationship with the grant program managers and local organizational partners (CARE, HOPE & Compassion)
• Oversee and provide support from time to time with other projects recommended by management including providing the necessary reports per project requirements on timely manner for instance RBF project.
Partnership:
• Oversee development partnership group formation, and assess group ability for a loan from the bank through HOPE and Compassion church partnership and advise accordingly to branch managers.
People Management:
• Build and develop a high performing team through embedding performance development and coaching. Ensure that team members receive coaching and feedback in order to develop to achieve their maximum potential.
• Manage unit staff attendance levels, including approval of leave. Compile monthly absence data (annual leave, sick leave, family responsibility leave, maternity leave, study leave etc.), and submit to HR for record keeping.
• Ensure that team members own and manage customer queries and complaints. Act as the escalation point for their unresolved queries and complaints.
• Motivate staff and ensure they are recognized through the Urwego recognition procedures.
• Create an empowering environment for team members, encouraging individual ownership and initiative.
Customer Care Services:
Call Centre:
• Ensure Call Centre operators are fully equipped in handling calls. This include but not limited to receiving training sessions on the call center equipment and systems and all processes and procedures required to handle calls, and providing all operators with appropriate information
• Work closely with Call Centre Supervisor to forecasting the likely growth in calls and ensure call center has the capacity to handle calls as the volume of calls increases.
• To ensure the necessary equipment are in place, and participate in recruiting, training additional operators if necessary
LM&E:
• Review staff and customer satisfaction surveys to identify operation, product/service issues. Gather action plans from the concerned parties and implement changes to address such issues.
• Advise on how to improve the quality and appropriateness of financial services and non-financial services through staff and clients’ satisfaction survey assessment on clients’ needs and recommend it to Urwego’s Business and management teams when the need necessitates of that
• Any other assignment assigned by your direct supervisor or the CEO
QUALIFICATIONS
Essential
• A comprehensive knowledge of Urwego marketing strategies and policies;
• A good understanding of grant management, grant search and applying/donor relations;
• A good understanding of legislation related to financial services advertising and communication;
• A good understanding of listening, monitoring and evaluation;
• First degree in Marketing, Commerce, business Administration or Banking;
• At least three years’ experience in sales or finance marketing environment;
• Strong project management skills;
• Strong written and oral communication Microsoft skills in Excel, Word, PowerPoint, Google docs and experience with other Microsoft Office Suite products.
Preferred
MBA;
• Project Management qualification
Education Requirement: No Requirements
Job Experience: No Requirements
Deadline of this Job: 26 August 2022
JOB DETAILS: Cashier/ Teller
JOB PURPOSE STATEMENT
Reporting to Chief Cashier, Teller position exists for performing the operational functions related to cash area including cash/non-cash transactions and provides a superior service level to all customers.
KEY RESPONSIBILITIES
• Providing guidance, support and transactional services to customers;
• Cash and sorting checks;
• Accepting payments from new and existing customers;
• Counting and disbursing cash for deposits and withdrawals;
• Making deposits and withdrawals;
• Filing deposit and credit slips and other paperwork;
• Maintaining several accounts records (e.g. journal,);
• Maintaining a thorough record of the transactions held daily in the bank, from a check being cashed to a loan being taken out;
• Managing correspondence and balance accounts;
• Balance cash drawer in accordance with Muganga SACCO procedures and regulations including periodic batching of cashed checks;
• Assist in ordering, receiving, verifying, and distributing cash;
• Answer customer inquiries and refer customers to the proper service area for issues that cannot be resolved at the teller line;
• Providing additional products including Cashier’s Checks, Personal Money Orders;
• Maintains the highest level of confidentiality with all information obtained;
• Promotes the Muganga SACCO’s products and services;
• Represent the Muganga SACCO in a manner that maintains and expands positive relations with all customers, potential customers and co-workers;
• Maintaining detailed records on the transactions executed daily;
KEY MEASURABLE GOALS
• Compliance with Muganga SACCO policies, procedures and regulations;
• Detailed records on the transactions executed daily;
• Payments reports;
• File of deposit and credit slips and other paperwork.
SKILLS & COMPETENCIES
• Outstanding interpersonal and communication skills;
• Outstanding attention to detail and high levels of thoroughness;
• Strong math skills: Ability of adding, subtracting, multiplying and dividing in a timely manner; ability of counting and managing large amounts of money; and capacity of preparing daily balance;
• Familiar with retail banking regulations and teller roles and responsibilities relating to each;
• Very proficient in computers, smartphones, tablets and their operating systems, software and other technologies;
• High levels of honesty, discretion and integrity, being trustworthy enough to manage sensitive/confidential information;
• Exceptionally resourceful with an extensive knowledge of standard office practices, procedures and equipment.
REQUIREMENTS
• Bachelor’s degree in accounting, business administration or in finance;
• At least 1 year of experience as Cashier, Receptionist or Customer Care Officer. Having experience in financial sector is advantage;
• To be between 25 and 35 years’ old.
Deadline of this Job: 26 August 2022
JOB DETAILS: Customer Relationship Officer
JOB PURPOSE STATEMENT
Reporting to Customer Relations Manager, the Customer Relationship Officer is responsible for mobilizing new members, deposits and credits as well as deepening Muganga SACCO' relationships with the existing members by offering them other financial products and information needed.
KEY RESPONSIBILITIES
• Generate new customer leads through various channels;
• Proactively identify sales prospects and conduct business development activities;
• Follow up on new leads and referrals to generate business;
• Achieving the monthly sales targets, Cross sell assets and fee products;
• Follow the various internal guidelines and procedures of the bank;
• Ensure customer satisfaction through regular engagement;
• Resolve customer queries/issues and facilitate customer service;
• Maintain periodic status reports, including daily activity report and calls/follow-ups made.
KEY MEASURABLE GOALS
• Number of new members;
• Increase percentage of deposits and loan portfolio;
• Percentage of members' satisfaction;
• Level of members' communication in terms of Muganga SACCO products.
SKILLS & COMPETENCIES
• Excellent interpersonal and communication skills;
• Proficient in all Microsoft applications;
• Superior product knowledge;
• A team player with leadership skills;
• Maintain a positive attitude focused on member satisfaction.
REQUIREMENTS
• Bachelor’s degree in Administration, Marketing, Business administration or a related field.;
• At least 2 years of experience as customer care or related position. Having an experience in financial institution (BANK, MFI or SACCO) is an advantage;
• Mention the working place (district) as indicated in the Recruitment Details. Applicants must be residing in the district they applied for;
• To be between 25 and 35 years’ old.
Deadline of this Job: 26 August 2022
JOB DETAILS: Chief Cashier/ Head Teller
JOB PURPOSE STATEMENT
Under supervision of the Branch Manager, the Chief cashier in Muganga SACCO supervises the team of cashiers, and also handles daily cash and check transactions. It is his or her responsibility to scrutinize and approve transactions involving a large amount of money. As member of Branch Credit Committee, the jobholder has to be extra vigilant and avoid check frauds, demand draft fraud, fraudulent loans, fraudulent loan application, forged documents, identity theft or impersonation, and all other types of banking frauds.
KEY RESPONSIBILITIES
• Overseeing daily transactions, performing cash reconciliations, and handling account receivables, account payable or other accounting duties as per the Muganga SACCO’s policies;
• Greeting customers and responding to their concerns after understanding their issues;
• Providing assistance and required guidance to the team as well as customers;
• Managing customer transactions by handling both card and cash payments;
• Handling front-end activities;
• Performing Muganga SACCO’s deposits and withdrawals according to Muganga SACCO’s procedures;
• Ensuring that the cashier team is following accounting principles, safety procedures, and customer service standard;
• Conducting training for the team on Muganga SACCO’s policies and other related matters;
• Maintaining a positive work environment, and rating performance of the team;
• Checking cash in the vault, and balancing cash register at the end of shift;
• Generating accurate and concise till reports for each register;
• Supervising credit, debit or other forms of payments done during the day;
• Reviewing cash accounts on a daily basis;
• Informing the prospective clients about the Muganga SACCO’s products and services;
• Listing all the promotional offers, and conveying them to the Muganga SACCO’s customers;
• Managing exchanges and returns by following appropriate Muganga SACCO’s procedures;
• Overseeing daily transactions, and maintaining an overall report on weekly as well as monthly basis;
• Performing analysis of the various Muganga SACCO’s products and services to decide which of them need to be refined, and which offers should be discontinued;
• Planning training for the team, and providing support;
• Identifying and conveying the accounting issues in the management team.
KEY MEASURABLE GOALS
• Minimum errors in the analysis and interpretation of financial information;
• Have current knowledge on key issues related to credits;
• Formulation of concrete recommendations for the amendment of procedures and policies
• Accounts records maintained (e.g. journal, ledger and balance sheet);
• Bank reconciliations.
SKILLS & COMPETENCIES
• Computer skills;
• Solid accounting and math’s skills;
• Leadership, supervisory and teamwork skills;
• Customer service and interpersonal skills;
• Attention to detail and ability to multitask;
• In-depth knowledge of various products;
• Ability to spot shoplifters and scan entrance and exit doors;
• Interpersonal skills.
REQUIREMENTS
• Bachelor’s degree in accounting, business administration, finance, or in a similar field;
• At least 2 year of experience as Head teller or at least 3 years of experience as Cashier acquired in a financial institution (BANK, MFI or SACCO);
• To be between 25 and 35 years’ old.
Deadline of this Job: 25 August 2022
JOB DETAILS: Customer Care officers
Level:6.II
Job description
• To work for the Institution to promote customer care;
• To work for the Institution to help customers to resolve their queries;
• To develop rapport with the customer base, greet by name, have knowledge of account ownership, be responsive and timely with correspondence and problem resolution, and display a caring attitude;
• To work for an organization to promote business;
• To answer to the queries of the customers in an ethical and informative way;
• To give appropriate and relevant information to the customers;
• To maintain a position of trust and responsibility by keeping all customer organization confidential;
• To update any requests made by the citizens into the system to complete the task;
• Self-motivation to increase knowledge and skills by in-house trainings and seminars;
• Have complete knowledge of services rendered, and complete line products, taking responsibility to stay update and ask for assistance to acquire latest developments;
• Answer confidently or find appropriate solutions to customers' problems;
• To initiate conversation to uncover customers' needs;
• To communicate clearly and effectively with customers;
• To promote teamwork in the institution;
• To promote good listening skills; to receive incoming “courier”;
• To recognizing and managing assertive customer calls;
• To resolve problems efficiently and professionally;
• To initiate conversation to uncover customers' needs;
• To respond citizen does needs, as well as question guests to obtain full understand of what information is being requested;
• To provide quality customer service to customer
• Any other duties assgined by the superior in line with the job
Minimum Qualifications
• Bachelor's Degree in International Relations
0 Year of relevant experience
• Bachelor's Degree in Communication
0 Year of relevant experience
• Bachelor's Degree in Public Relations
0 Year of relevant experience
• Bachelor's degree in Linguistics and Literature
0 Year of relevant experience
Competency and Key Technical Skills
• Integrity
• Strong critical thinking skills and excellent problem solving skills.
• Inclusiveness
• Accountability
• Communication
• Teamwork
• Client/citizen focus
• Professionalism
• Commitment to continuous learning
• Communication skills
• Collaboration and team working skills
• Time management skills
• Good understanding of basic computer skills and the ability to learn how to use proprietary software quickly.
• • Fluent in Kinyarwanda and English. Knowledge of French will be an added advantage
• Computer Skills
• Delivering a great service and fast service
• Ability to really listen to customers
• Knowledge of the Product the institution offer to different clients
• Ability to handle surprises
• Willingness to learn"
Deadline of this Job: 26 August 2022
JOB DETAILS: Chief Cashier/ Head Teller
JOB PURPOSE STATEMENT
Under supervision of the Branch Manager, the Chief cashier in Muganga SACCO supervises the team of cashiers, and also handles daily cash and check transactions. It is his or her responsibility to scrutinize and approve transactions involving a large amount of money. As member of Branch Credit Committee, the jobholder has to be extra vigilant and avoid check frauds, demand draft fraud, fraudulent loans, fraudulent loan application, forged documents, identity theft or impersonation, and all other types of banking frauds.
KEY RESPONSIBILITIES
• Overseeing daily transactions, performing cash reconciliations, and handling account receivables, account payable or other accounting duties as per the Muganga SACCO’s policies;
• Greeting customers and responding to their concerns after understanding their issues;
• Providing assistance and required guidance to the team as well as customers;
• Managing customer transactions by handling both card and cash payments;
• Handling front-end activities;
• Performing Muganga SACCO’s deposits and withdrawals according to Muganga SACCO’s procedures;
• Ensuring that the cashier team is following accounting principles, safety procedures, and customer service standard;
• Conducting training for the team on Muganga SACCO’s policies and other related matters;
• Maintaining a positive work environment, and rating performance of the team;
• Checking cash in the vault, and balancing cash register at the end of shift;
• Generating accurate and concise till reports for each register;
• Supervising credit, debit or other forms of payments done during the day;
• Reviewing cash accounts on a daily basis;
• Informing the prospective clients about the Muganga SACCO’s products and services;
• Listing all the promotional offers, and conveying them to the Muganga SACCO’s customers;
• Managing exchanges and returns by following appropriate Muganga SACCO’s procedures;
• Overseeing daily transactions, and maintaining an overall report on weekly as well as monthly basis;
• Performing analysis of the various Muganga SACCO’s products and services to decide which of them need to be refined, and which offers should be discontinued;
• Planning training for the team, and providing support;
• Identifying and conveying the accounting issues in the management team.
KEY MEASURABLE GOALS
• Minimum errors in the analysis and interpretation of financial information;
• Have current knowledge on key issues related to credits;
• Formulation of concrete recommendations for the amendment of procedures and policies
• Accounts records maintained (e.g. journal, ledger and balance sheet);
• Bank reconciliations.
SKILLS & COMPETENCIES
• Computer skills;
• Solid accounting and math’s skills;
• Leadership, supervisory and teamwork skills;
• Customer service and interpersonal skills;
• Attention to detail and ability to multitask;
• In-depth knowledge of various products;
• Ability to spot shoplifters and scan entrance and exit doors;
• Interpersonal skills.
REQUIREMENTS
• Bachelor’s degree in accounting, business administration, finance, or in a similar field;
• At least 2 year of experience as Head teller or at least 3 years of experience as Cashier acquired in a financial institution (BANK, MFI or SACCO);
• To be between 25 and 35 years’ old.