Posted: By:Hiring Kenya
Job Summary
Reporting to the Customer Experience Manager, the job holder will be responsible for managing and strengthening relationships with Diaspora members, ensuring seamless & timely service delivery, and enhancing customer experience. Specifically, he/she will drive business growth in line with the Diaspora business strategy, facilitate adoption of digital solutions, and ensure member satisfaction and retention.
Key Tasks and Responsibilities
Act as the liaison between the Society and the diaspora members, with a designated business portfolio and ensure growth Diaspora membership, and uptake of diaspora targeted products and services. This will involve
Conduct diaspora market intelligence for insights on new business opportunities, specific member needs and in collaboration with other departments provide customized financial solutions, including savings accounts, loan products, and investment opportunities.
Identify and pursue partnerships and collaborations to facilitate remittance, investments and knowledge sharing contributing to business growth and member support.
In collaboration with the marketing department, promote diaspora products and services through digital marketing, outreach programs, and diaspora-focused events, while monitoring product performance and usage.
Develop and maintain strong relationships with international money transfer service providers to ensure seamless fund transfers to member accounts and facilitate information exchange, minimizing unidentified deposits.
Manage operational aspects of diaspora business, including account opening, transaction processing, and reporting while ensuring adherence to compliance with Stima Sacco’s operational guidelines and procedures with zero tolerance to operational risk & frauds and work with relevant departments to prepare necessary documentations and apply measures to manage and minimize the inherent and potential Risks.
Ensure adherence to regulations, KYC (Know Your Customer) and AML (Anti-Money Laundering) procedures, and other relevant guidelines including institutional compliance with local and international regulations (e.g. FATCA,) and monitor suspicious activity
Monitor the appraisal, approval, disbursement and management of credit facilities while adhering to credit policies and procedures as well as contribute to periodic reviews of business policies and guidelines.
Ensure quality service delivery to diaspora members and adhere to service levels agreements to ensure member satisfaction and retention; ensure timely processing of all member-related transactions.
In liaison with the Member Education Officer, design and deliver training programs to members focused on financial literacy, compliance, product knowledge, and understanding SACCO operations, empowering them to effectively leverage SACCO services.
Monitoring key performance indicators (KPIs), and prepare periodic reports for the board and senior management on diaspora performance metrics
Any other duties that may be assigned from time to time.
PERSON SPECIFICATIONS
Academic Qualifications
Bachelors’ degree.
Relevant Professional qualification where applicable.
Experience
Sould have a minimum of 6 years working in the Financial Industry; with relevant experience in Diaspora Banking and risk management
Analytical and problem-solving skills
Able to identify and minimize potential and inherent risks in banking services
Communicates effectively and can explain complex Business issues
Track record of excellent customer service experience and adherence to SLAs to achieve results
Proficient in the use of a Core system and CRM
Knowledge, Skills and Attributes
Digital Sales
Analytical thinking
Decisiveness & Judgement
Personal Organization
Meeting customer needs
Managing relationships
Self-development
Key Result Areas
Timely submission of branch financial reports.
Diaspora Customer Acquisition
Diaspora Customer Retention
Product Per Customer
BAU delivery within set policies, Service Level Agreements, Approved processes and CX standards.
Operation Risk Adherence.
