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Regional Manager at

4 months ago

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The new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds from cutting edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from best-in-class choice of products to investment solutions tailored to your specific needs.


JOB PURPOSE STATEMENT
To provide leadership to the regional teams to Acquire, Grow & Retain B2C customers (Merchants).

The role will guide and manage internal and external teams to meet set volume, value & brand targets leveraging on business insights gained from the market to improve our value proposition delivery.

KEY ACCOUNTABILITIES (DUTIES AND RESPONSIBILITIES)
Financial (40%)

The ability to manage the sales process from lead generation to close, including tracking customer interactions and sales metrics, managing sales pipelines, and identifying opportunities for upselling and cross-selling.

The ability to establish and maintain positive relationships with customers, including identifying their needs and expectations and developing personalized strategies to meet those needs.

The ability to use insights and information to improve the customer experience, by developing customer acquisition and retention strategies suitable for the organization.

Provide leadership to deliver the Regional acquisition target (merchants).
Deliver a plan to ensure growth in Transactions & Transaction value.
Deliver a retention plan to ensure no loss of acquired merchants.
Manage & optimise the cost of acquisition.
Consolidate & manage regional spend/financial budgets according to agreed guidelines for all approved activities.

Internal business processes (20%)

Ability to effectively manage and optimize the sales process at scale.
Optimise the distribution as a service model to ensure that all field-based operations are conducted OTIFNE (On time in Full no Exceptions)
Monitor the 100% use of the promoter app for official work purposes. No tasks should be given outside the app. All formal communication from the promoters should be recorded on the App.
Conduct & record formal performance review meetings with the regional teams. Reports to be used will be generated from the management portal.
Champion adherence to established processes and procedures. Identify potential risks to the service and product offering and provide mitigation strategies

Supervision and guidance of the regional sales teams and any 3rd party teams to ensure timely and effective delivery of service.

Organise/Coordinate & execute trade/market visits with the regional teams to gain insights and coach/support the team.

Define a strategy to ensure 100% presence and visibility of all available point of sale material in 100% of the assigned geography.

Plan and manage staff shifts, annual, unplanned and emergency leave to ensure minimal disruption of service.

Customer (30%)

Ability to develop and execute advanced lead generation strategies and tactics, such as account-based marketing or referral programs.

Create the conditions that will reduce customer effort in accessing and utilising our CVP (Digital & Physical) with minimum friction.

Create/Design & deploy a framework and condition that ensure the highest NPS score as measured by value survey.

Champion adherence to quality standards and SLAs within the customer touch points to maintain the brand experience and customer promise.

Develop a PICOS for the trade to ensure customers can always experience our CVP.
Execute a business Continuity plan implementation and disaster recovery co-ordination with the regional teams.

People Management, Learning & growth (10%)

Identify and plan personal training needs.
Competence Development in mastering Business Models, Business Analytics and Digital Marketing.
Coaching the team on Sales Processes & Techniques as well as B2B/Institutional Sales techniques.

JOB SPECIFICATIONS

Academic:
University Degree
Proficiency in computer use including MS Office tools and banking systems

Desired work experience:


At least 4 years financial services experience two (2) of which must be in supervisory/ management role; and at least two (2) within business development.


JOB COMPETENCIES
Technical Competencies

Supervisory skills for optimal task management and optimization of outlet staff productivity.
Leadership to provide guidance to the outlet staff on day to day operations.
Dynamic and energetic with a passion for innovation and disruptive technology.
Problem solving and solution oriented to be able to handle complex situations
Quality orientation to ensure highest standards of Customer service are observed.
Selling skills to ensure effective selling and cross selling of the product offering.
Clear oral and written communication skills.
Customer focus with ability to think out of the box and consistently produce high quality of service.
Knowledge and experience in modern customer service practices to provide guidance on quality improvements and operational changes

Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.

Decision- making capabilities and ability to work with minimal supervision.

Behavioral Competencies

Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.

Personal motivation and drive to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

Personal motivation and drive to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

Passionate about accountability and goal achievement
High level of integrity
Ability to challenge and be challenged with constructive feedback

Self-empowerment to enable development of open communication, teamwork and trust, that are needed to support business performance and customer-service oriented culture.

Strong interpersonal and excellent communication skills

Negotiation Skills:
Must be a good negotiator, particularly in changing behavior and work practices but always Win/Win