Multiple Positions – Zanaco
Multiple Positions – Zanaco
Zambia National Commercial Bank Plc
Senior Teller – Solwezi
Position Overview
Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Commercial Division at Solwezi Branch:
Role Description
JOB PURPOSE
To assist the Service Coordinator to effectively manage cash processes, supervise tellers, controls, resources and all operational activities of the branch including security and physical infrastructure of the building in line with Bank policy and Strategy.
Under the supervision of the Branch Manager the following are among the Job Key Responsibilities:
· To effectively supervise tellers and ensure cash assets are properly secured, limits observed for Teller, vault/ATM, reconciled daily, differences reported daily and that dual control is observed at all times
· To conduct and review snap check findings
· To ensure daily call over of vouchers and meticulous record keeping system is in place in accordance with Bank procedures and to make such documents/ records available for review or control purposes when required.
· To ensure sampling on call over of Teller vouchers and subsequent filing is happening as per guidelines.
· To ensure that all tellers comply with all policies and procedures required by the Bank related to cash management.
· To ensure that cash returns are submitted to stakeholders as per agreed timelines.
· To ensure call over of ALL GL vouchers as well as the other vouchers is happening daily as per Bank procedure.
· To ensure actioning of customer instructions (salaries, Backing sheets, address amendments, standing orders, stopped cheques, RTGS/ TTs etc.) is within SLA.
· To timely verify signatures for system transactions and customer instructions brought in e.g. in-house cheques in Sybrin queues etc.
· Monitor workflow on the system to ensure transactions pending, Assigned, Unassigned are cleared to facilitate the running of EODM successfully. Clear all assigned and pending transactions in work flow before 17: 00 hours daily according to the time the transaction was assigned.
· To ensure mandate management is happening with customers and up to date information maintained (end to end KYC management)
· Escalate any exceptions and anomalies encountered or observed during the day to the to the Service coordinator for further resolution
· To ensure customer retention through cross selling, queue walking, sales promotions out-marketing calls, presentations and in-branch management of the customer service function.
· To set and monitor Branch Service Standards using the 5 Non-Negotiable in order to ensure the delivery of high service quality to customers.
· To track service performance on counters regularly and rectify any deficiency in order to maintain high service standards.
· To attend to and resolve referrals on customer complaints or feedback timely and ensure the complaint handling process in the branch is adhered to.
· Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay.
· To ensure that the weekly/monthly/quarterly Customer service returns are completed and submitted timely.
· To ensure that counters are manned according to demands.
· To encourage back office staff to provide sales leads and referrals Sales staff in line with the targets set
· To act as a spokesperson for the branch explaining sales/service campaigns to customers
· To identify sales leads by talking to customers to understand their requirements refer them to Sales staff for further action
· To participate in specific product campaigns by ensuring that the products are explained to customers.
· Any other responsibilities or tasks as assigned by management.
INTERNAL/EXTERNAL CONTACT
· Local Regulators on statutory matters
· Retail Banking Department
· Commercial & Agri Banking Department
· Treasury Department
Branch Operations
Requirements
QUALIFICATIONS/EXPERIENCE
· Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
- University degree in a Business-related Field or professional qualification from a recognized university.
- Diploma in Banking and Finance as added advantage
· Minimum of atleast three (3) years banking working experience and of which three (3) years at a supervisory level.
· Understanding of all Zanaco Retail products and account opening, KYC Cash and other Branch process requirements
· Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking code.
· Demonstrated complaint handling and resolution skills
JOB CORE COMPETENCIES
- Results Driven
- Building Relationships
- Being Pro – Active
· Team work
· Customer service orientation
· Drive for results
· Interpersonal Skills
- Teamwork
Disclaimer
ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.
Zanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply).
Service Consultant – Ndola
Position Overview
Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Commercial Division at Ndola West Branch:
Role Description
Job Purpose:
This position ensures the role holder acts as the first point of contact for all service issues for the establishment of a relationship managed association between the Bank and the Banking clients through a dedicated preferred banker who also assesses and recommends appropriate products and services offering to clients that come through to the bank.
Under the supervision of the Branch Manager the following are among the Job Key Responsibilities:
- Act as first point of contact for all customer service requirements in order to offer a personalized service offering.
- Responsible for relationship managing Preferred Banking customers as per prescribed frequency or as need may arise.
- Responsible for executing customer contact plans and retaining a record that facilitates tracking fulfillment of client’s needs.
- To interact with customers in order to direct them to appropriate points of service through customer triage and to use the interaction as an opportunity to enhance their banking experience.
- Accountable for timely execution of client instructions within Service Level Agreements including account opening, loan processing, transfer of funds etc. and confirming these to them to ensure service level agreements are met
- Responsible for managing the complaints management process including calling back clients to confirm resolution and logging in complaints tracking system
- To ensure customer retention through cross selling, upselling and deep selling by assessing client’s needs and recommending appropriate products to them whilst increasing the Bank’s share of the customer’s wallet size.
- Responsible for monthly assessment of segment thresholds and proactively engage clients to execute upgrades or downgrades so that the CVP is aligned to customer’s needs
- Responsible for educating digital clients about alternate channels in order to facilitate realization of the Retail strategy in branches
- Responsible for liaising with the Preferred Banker on market updates/financial news and informing customers in order to help them make informed financial decisions.
- Execute life cycle programs in order to provide a full customer service propositions that deepen client relationships
- Proactive client engagement on a regular basis in order to provide timely and personalized banking services.
- Keeps up-to-date with in country market and global trends in order to recommend and link clients to appropriate events.
- Ensure that the full value chain of the segment proposition is realized for the Bank by cross selling, deep selling and upselling the banks products, collecting the due income, and educating clients on the use of various channels for transactions in order to achieve full value proposition.
- Support loan requests by vetting and uploading them on LMS for processing in order to meet client’s needs.
- Monitor sales performance against set targets and address any adverse variances on time
- Monitor client’s changing requirements and recommend strategies to ensure that the organization’s products and services are fully utilized.
- Responsible for keeping the client database up-to-date including mailing address, KYC etc. to facilitate ease of communication to account owners.
- Knowledge and understanding of appropriate legislation and regulation affecting banking and customer interaction to ensure all transactions are legal.
- Responsible for reporting any identified operational risks on time to the Branch Manager.
- Any other operational duties assigned by the supervisor including call backs and batch journal call overs
- To ensure attendance of all recommended training/meetings relevant to the role. e.g. Customer Service, Wealth management, Investment options, financial interpretation, Sales meetings, huddles
- To share knowledge, experience and best practice with team members in order to ensure that team performance complies with set service standards
- Any other responsibilities assigned by management
INTERNAL/EXTERNAL CONTACT
- External: Customers, local public officers
- Internal: All Divisions
Requirements
QUALIFICATIONS AND EXPERIENCE
· Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
· Degree in Business/Marketing or relevant field
· At least four (4) years’ work experience in a sales & marketing role
· Understanding of taxation laws and practical experience in application.
· Appreciation of securitization and investment options.
· Ability to profile customers and assess the needs of Private banking clients.
· Understanding of all Zanaco Retail products and account opening, KYC Requirements.
· Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking code.
· Ability to read market trends and inform the decision-making process.
· Understanding of people policies and processes
· Demonstrated complaint handling and skills certifications
JOB CORE COMPETENCIES
· Verbal and written communication
· Delighting customers and drive for results
· Networking/Liaison
· Persuading and selling
· Analytical thinking
· Team work
· Customer service orientation
- Problem solving
Disclaimer
ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.
Zanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply).
Preferred Banker – Lumwana Branch
Position Overview
Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Commercial Division at Solwezi Branch:
Role Description
Job Purpose: This position ensures the establishment of a relationship managed association between the bank and the Preferred banking client through the Preferred banker that proactively engages clients for the provision of banking products and services based on the client’s needs whilst ensuring profitability of the entire customer value proposition.
Under the supervision of the Branch manager the following are among the Job Key Responsibilities:
· 100% responsibility for assigned Preferred banking portfolio.
· 100% responsible for achievement of assigned financial targets –Acquisition, liabilities, assets growth, Gold cards, internet &mobile banking, Banc assurance.
· 100% responsibility for revenue generation for assigned Preferred banking portfolio.
· Responsible execution of the sales strategy for Preferred banking clients i.e. hunts in packs with Corporate and Commercial teams and provides leads to the two Units.
· Accountable for conducting an in-depth analysis of client’s present financial position relating to total assets such as property, business interest etc, credit balances across account types, transaction types and the value of all investment portfolio in order to recommend appropriate products and services to the client
· Closely monitor sales performance against set targets and proactively address any adverse variances.
· Ensure on boarding process is seamless i.e. account funded and mobile banking activated within 24hours of account being opened, card issued within agreed TAT.
· Monitor performance of client accounts to ensure account behaviour remains positive
· Responsible for the execution of the CVP for Preferred banking customers and educating them on the Bank’s product offering and service channels
· Ensures growth of number of clients on the portfolio and accountable for all financial KPIs
· Responsible for scanning the market and research on good opportunities to meet Preferred banking client’s revenue goals and provide market updates/financial news to the client.
· Ensure brand and product offering consistency across the Customer value proposition for the segment.
· Ensure that the full value chain of the segment proposition is realized for the Bank by cross selling, deep selling and upselling the bank’s products to increase customer wallet size and therefore retention
· Responsible for monthly assessment of segment thresholds and proactively engage clients for any breaches and execute upgrades or downgrades half yearly so that the CVP is aligned to customer’s needs and that they derive full value from the proposition.
· Relationship manage clients and recommend appropriate solutions in addressing their needs with customer contact plans completed.
· Educate clients on the use of various alternate channels to allow for full implementation of the Retail strategy i.e relationship management.
· Ensure that the customer experience is positive throughout the client’s journey and at all touch points in order to increase retention.
· Execute all client’s requests within SLAs and provides feedback in order to ensure clients are fully satisfied with the service/ resolution.
· Execute life cycle programs in order to provide a full customer service propositions that deepen client relationships
· Ensure that all key personal details of the customers are known e.g birthday, anniversary, hobbies, spouse and children’s details etc. to better meet client’s needs and all accounts opened are 100% KYC compliant.
· Ensure accurate and complete reporting of risk events within the stipulated time line (i.e. 7 calendar days)
· Ensure adherence to all account opening procedures. Kyc, profiling, minimum balance etc
· Treat customers fairly and explain full value proposition for the product and associated costs.
· To ensure attendance of all recommended training relevant to the role. Eg. Banc assurance training, Sales & Service training, Wealth management, Investment options, financial interpretation,
· Ensure KPIs are signed off with supervisor and performance management reviews conducted timely.
· To take annual leave as prescribed through HR guidelines.
· To share knowledge and experience and best practice with team members in order to ensure that team performance meets set service standards
· Any other responsibilities or tasks as assigned by management.
INTERNAL/EXTERNAL CONTACT
· Existing / prospective customers
· Internal stakeholders
- Officials of regulatory bodies e.g. BOZ– for compliance and market information.
Requirements
QUALIFICATIONS/EXPERIENCE
· Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
- University degree in a Business-related Field or professional qualification from a recognized university.
- Diploma in Banking and Finance as added advantage
· Minimum of five (5) years banking experience, marketing and/or sales
· Understanding of all Zanaco Retail products and account opening, KYC Cash and other Branch process requirements
· Understanding of relevant legislation e.g KYC, Anti – Money laundering, Banking code.
· Understanding of people policies and processes
· Demonstrated complaint handling and resolution skills
JOB CORE COMPETENCIES
- Results Driven
- Building Relationships
- Being Pro – Active
- Resilience
· Team work
· Customer service orientation
· Drive for results
· Interpersonal Skills
- Teamwork
Disclaimer
ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.
Zanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply).
Senior Teller – Kitwe
Position Overview
Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Commercial Division at Mukuba Mall Branch:
Role Description
JOB PURPOSE
To assist the Service Coordinator to effectively manage cash processes, supervise tellers, controls, resources and all operational activities of the branch including security and physical infrastructure of the building in line with Bank policy and Strategy.
Under the supervision of the Branch Manager the following are among the Job Key Responsibilities:
· To effectively supervise tellers and ensure cash assets are properly secured, limits observed for Teller, vault/ATM, reconciled daily, differences reported daily and that dual control is observed at all times
· To conduct and review snap check findings
· To ensure daily call over of vouchers and meticulous record keeping system is in place in accordance with Bank procedures and to make such documents/ records available for review or control purposes when required.
· To ensure sampling on call over of Teller vouchers and subsequent filing is happening as per guidelines.
· To ensure that all tellers comply with all policies and procedures required by the Bank related to cash management.
· To ensure that cash returns are submitted to stakeholders as per agreed timelines.
· To ensure call over of ALL GL vouchers as well as the other vouchers is happening daily as per Bank procedure.
· To ensure actioning of customer instructions (salaries, Backing sheets, address amendments, standing orders, stopped cheques, RTGS/ TTs etc.) is within SLA.
· To timely verify signatures for system transactions and customer instructions brought in e.g. in-house cheques in Sybrin queues etc.
· Monitor workflow on the system to ensure transactions pending, Assigned, Unassigned are cleared to facilitate the running of EODM successfully. Clear all assigned and pending transactions in work flow before 17: 00 hours daily according to the time the transaction was assigned.
· To ensure mandate management is happening with customers and up to date information maintained (end to end KYC management)
· Escalate any exceptions and anomalies encountered or observed during the day to the to the Service coordinator for further resolution
· To ensure customer retention through cross selling, queue walking, sales promotions out-marketing calls, presentations and in-branch management of the customer service function.
· To set and monitor Branch Service Standards using the 5 Non-Negotiable in order to ensure the delivery of high service quality to customers.
· To track service performance on counters regularly and rectify any deficiency in order to maintain high service standards.
· To attend to and resolve referrals on customer complaints or feedback timely and ensure the complaint handling process in the branch is adhered to.
· Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay.
· To ensure that the weekly/monthly/quarterly Customer service returns are completed and submitted timely.
· To ensure that counters are manned according to demands.
· To encourage back office staff to provide sales leads and referrals Sales staff in line with the targets set
· To act as a spokesperson for the branch explaining sales/service campaigns to customers
· To identify sales leads by talking to customers to understand their requirements refer them to Sales staff for further action
· To participate in specific product campaigns by ensuring that the products are explained to customers.
· Any other responsibilities or tasks as assigned by management.
INTERNAL/EXTERNAL CONTACT
· Local Regulators on statutory matters
· Retail Banking Department
· Commercial & Agri Banking Department
· Treasury Department
· Branch Operations
Requirements
QUALIFICATIONS/EXPERIENCE
· Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
- University degree in a Business-related Field or professional qualification from a recognized university.
- Diploma in Banking and Finance as added advantage
· Minimum of atleast three (3) years banking working experience and of which three (3) years at a supervisory level.
· Understanding of all Zanaco Retail products and account opening, KYC Cash and other Branch process requirements
· Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking code.
· Demonstrated complaint handling and resolution skills
JOB CORE COMPETENCIES
- Results Driven
- Building Relationships
- Being Pro – Active
· Team work
· Customer service orientation
· Drive for results
· Interpersonal Skills
- Teamwork
Disclaimer
ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.
Zanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply).
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