Multiple Positions First Capital Bank Zambia
First Capital Bank Zambia
1.0 Learning and Development Partner
Applications are invited from qualified, experienced, and skilled candidates to fill the position of Learning and Development Partner.
The Learning and Development Partner will play a pivotal role in supporting the strategic goals of First Capital Bank by designing, delivering, and evaluating training programs that enhance employee skills, technical expertise, and overall performance. This individual will proactively support the identification and development of talent, deliver specialized technical training, and design career pathing frameworks to ensure employees are equipped to meet the bank’s operational and customer service standards and contribute to the Banks success.
Key Responsibilities:
- Develop and deliver customized training programs for key banking roles, including branch banking, corporate banking and support functions.
- Use a blended learning approach, incorporating e-learning modules, interactive workshops, simulations, and on-the-job training.
- Deliver high impact training.
- Collaborate with leaders and HR to identify current and future skills gaps across teams and departments.
- Conduct training needs analyses through performance reviews, talent assessments, and employee feedback.
- Act as a consultant to leadership on employee development, helping integrate training into broader talent management strategies.
- Collaborate with the HR team and managers to identify high-potential employees and support their development through targeted programs.
- Design and implement structured career pathing frameworks for banking roles, enabling employees to progress within retail, corporate, or operational functions.
- Provide coaching and mentoring to employees, fostering leadership potential and readiness for advancement.
- Deliver role-specific technical training to ensure employees develop expertise in core banking systems, processes, and products.
- Deliver leadership, management and interpersonal skills training
- Support the onboarding of new hires by delivering induction and onboarding programs tailored to banking operations.
- Evaluate training programs’ effectiveness through feedback, assessments, and performance metrics, ensuring alignment with the bank’s goals.
- Update training materials regularly to address new banking products, technologies, and regulatory changes.
- Monitor progress and provide feedback to employees and managers on training outcomes.
- Maintain training records, including attendance, certifications, and outcomes, using the Learning Management System (LMS).
- Prepare reports on training impact, talent development progress, and return on investment for key stakeholders.
- Ensure training materials reflect banking regulations, organizational policies, and industry best practices.
Technical Skills & Competence:
- Expertise in designing and delivering technical training programs for banking roles.
- Excellent facilitation, presentation, and communication skills, with the ability to engage employees across all levels.
- Proactive approach to identifying and nurturing talent, career pathing, and succession planning.
- Analytical skills for assessing training needs and evaluating program effectiveness.
- Strong interpersonal skills to collaborate with managers, employees, and stakeholders.
- Strong oral and written communication skills.
Qualifications and Requirements:
· Bachelor’s degree in Human Resources, Education, Finance, or a related field (essential).
· Professional certification in Learning and Development or Training (e.g., CIPD, ATD) is preferred.
· Minimum 3-5 years’ experience in training roles within the banking or financial services sector.
· Proven track record in delivering technical training and developing career pathing frameworks.
· Proven experience in developing training curriculums
· Experience working with Learning Management Systems (LMS) and other training tools.
2.0 Operations Officer
Applications are invited from qualified, experienced, and skilled candidates to fill the position of Operations Officer.
Reporting into the Credit Operations Manager, the job purpose includes the below:
- Managing monthly employer submissions and remittance to ensure timely loan repayments
- Processing and receipting customer payments accurately and timeously
- Maintaining accurate financial records through daily and monthly reconciliations
- Supporting collections efforts by monitoring arrears and conducting credit analysis
- Resolving operational queries and processing settlements and refunds efficiently Manages the post-disbursement operational functions on the Consumer Lending unit, ensuring accurate payment processing, submissions, employer coordination, collections support and financial reconciliations.
Key Responsibilities:
- Preparing and submitting loan deduction schedules to employers.
- Following up with employers to ensure deductions are processed correctly.
- Reconciling employer remittances against deduction schedules.
- Resolving discrepancies in employer deductions and updating loan accounts.
- Receipting payments from various channels (salary deductions, over the counter payments and any other source of payment).
- Allocating payments correctly to customer loan accounts.
- Processing bulk payments and employer remittances.
- Issuing payment confirmations to customer and employers.
- Performing daily reconciliations on payments received against allocated accounts.
- Reconciling loan accounts against aggregate loan book data.
- Identifying and investigating variances or unallocated payments.
- Preparing reconciliation reports for Management review.
- Resolving suspense account items promptly.
- Generating daily/weekly arrears reports by bucket.
- Monitoring clients who miss employer deductions or direct payments with a specific emphasis on First Instalment Defaults.
- Conducting basic credit analysis to assess credit repayment capacity.
- Making courtesy calls to customers in early arrears.
- Documenting collection efforts and customer commitments.
- Processing full loan settlements and issuing clearance letters.
- Managing overpayment refunds and processing refund requests.
- Coordinating with Finance and Operations for refund approvals and disbursements.
- Maintaining settlement and refund records.
- Resolving customer queries on payment allocations, loan account balances and deductions.
- Investigating and correcting posting errors or misallocations.
- Liaising with loan administrators, employers and other key stakeholders to resolve customer queries and complaints.
- Escalating complex queries to supervisor and other relevant departments.
- Maintaining query logs and response time tracking.
- Analysing payment trends, deduction success rates and arrears patterns.
- Preparing operational performance reports.
- Identifying process bottlenecks and inefficiencies.
- Providing insight on employer performance and customer payment behaviour.
- Supporting Management with ad-hoc data requests and analysis.
- Ensuring adherence to financial controls and limits.
- Maintaining accurate audit trails for all transactions.
- Safeguarding customer information and payment security.
- Meeting turnaround time and accuracy targets.
- Stay updated on regulatory changes affecting the Consumer Lending landscape.
- Identifying appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself.
- Up-Skilling oneself regarding new procedures through attendance of workshops/ conferences/ presentations and reading of internal and external publications.
- Maintaining accurate employer contact databases and submission calendars
Technical Skills & Competence:
- Bachelors Degree in Business Administration/Marketing/Accounting.
- Accurate Data Capturing
- Knowledge in Reconciliation
- Knowledge Data analysis
- Critical Thinking
- 2-3 years minimum in data capturing with minimal errors
- Expertise and previous experience in data analytics would be an added advantage
- Previous experience with financial/banking systems and software
- Awareness of industry trends
- Strong oral and written communication skills
Qualifications and Requirements:
- Bachelors Degree in Business Administration/Marketing/Accounting.
- Accurate Data Capturing
- Knowledge in Reconciliation
- Knowledge Data analysis
- Critical Thinking
- 2-3 years minimum in data capturing with minimal errors
- Expertise and previous experience in data analytics would be an added advantage
- Previous experience with financial/banking systems and software
- Awareness of industry trends
- Strong oral and written communication skills
3.0 Loan Administrator
Applications are invited from qualified, experienced, and skilled candidates to fill the position of Loan Administrator.
The objective of the Loan Administrator is to serve as the operational backbone of the consumer lending process, ensuring accurate loan processing, quality customer service, and agent oversight. Reporting into the Sales Acquisition and Distribution Manager, the job purpose includes the below.
- Processing loan applications efficiently and accurately on the Loan Management System.
- Conducting thorough verification checks to ensure data integrity and minimize risks
- Delivering excellent customer service by resolving queries and providing loan information.
- Supporting the agent network by monitoring performance and ensuring quality standards
Key Responsibilities:
- Managing agent recruitment in the respective regions in liaison with the Sales Acquisition and Distribution Manager.
- Meeting daily, weekly and monthly sales targets.
- Monitoring agent-submitted applications for quality and completeness.
- Tracking agent performance metrics.
- Providing feedback to agents on application deficiencies.
- Identifying training gaps for agents and liaising with Credit Operations and sales Acquisition and Distribution Manager for training.
- Receiving and logging loan applications from agents and walk in customers.
- Performing verification checks on loan applications (identity, employment, credit bureau references).
- Accurately capturing complete loan details into the system with zero/minimal errors.
- Ensuring all required documentation is complete and compliant before submission for approval.
- Following up on incomplete applications and communicating requirements to applicants.
- Responding to customer inquiries regarding loan status, balances and terms.
- Generating and providing loan statements upon request.
- Handling customer complaints and escalating complex issues appropriately.
- Maintaining professional communication with customers across all channels.
- Ensuring adherence to credit policies and procedures.
- Maintaining accurate records and documentation.
- Identifying and flagging potential fraud or irregularities.
- Meeting turnaround time and accuracy targets.
- Stay updated on regulatory changes affecting the Consumer Lending landscape.
- Identifying appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself.
- Up-Skilling oneself regarding new procedures through attendance of workshops/ conferences/ presentations and reading of internal and external publications.
- Reporting agent performance data to the Sales Acquisition and Distribution Manager
Technical Skills & Competence:
- Bachelors Degree in Business Administration/Marketing/Accounting
- Accurate Data Capturing
- Critical Thinking
- Effective communication
- 2-3 years minimum in data capturing
- Previous experience as a loan consultant would be an added advantage
- Previous experience with financial/banking systems and software
Awareness of industry trends
Qualifications and Requirements:
- Bachelors Degree in Business Administration/Marketing/Accounting
- Accurate Data Capturing
- Critical Thinking
- Effective communication
- 2-3 years minimum in data capturing
- Previous experience as a loan consultant would be an added advantage
- Previous experience with financial/banking systems and software
- Awareness of industry trends
4.0 Internal Audit Manager
Applications are invited from qualified, experienced, and skilled candidates to fill the position of Internal Audit Manager.
The objective of Internal Audit is to assist the Board and Executive Management to protect the assets, reputation and sustainability of First Capital Bank and to provide independent, reliable, valued, insightful and timely assurance to the Board and Executive Management over the effectiveness of governance, risk management and control over current, systemic and evolving risks, in the context of the current and expected business environment and in accordance with the International Professional Practices Framework and the definition of Internal Auditing.
Work collaboratively with others across Internal Audit, while developing strong client relationships which are independent and be seen as a respected voice.
Key Responsibilities:
- Support the Head of Internal Auditor in scoping the audit where necessary.
- In charge of Internal Audit Plan Execution
- Identify, assess and document risks and controls.
- Complete testing, reviews
- Evaluate the design and operating effectiveness of controls & document this understanding in the First Capital Bank Limited methodology.
- Update the Head Internal Audit and audit team with progress and observations.
- Budget monitoring.
- Group and Board Audit Committee reporting.
- Write high quality audit observations and support the Head Internal Audit in writing the report.
- Provide suggestions to management for actions to address control issues identified.
- Proactively take on additional tasks as requested by Head of Internal Framework.
- Suggest practical ways of improving the work they do and apply where appropriate.
- Fraud Investigations and advisory work
- Quality Assurance and Improvement Program lead.
- Support the Head Internal Audit in producing Audit Committee and other governance committee’s packs.
- Build strong relationships and mutual trust with all Internal Audit colleagues.
- Coaching and mentoring of junior staff.
- Build a respected and independent relationship with external colleagues and stakeholders.
- Discuss and agree the factual accuracy of audit observations with clients.
- Lead tracking of resolution of audit issues.
- Own and drive personal learning to support achievement of career aspirations.
- Provide constructive feedback and evaluation to team members for audit assignments.
- Act as buddy to less experienced team members and support others to develop.
- Share knowledge with Internal Audit colleagues and stakeholders in the business as appropriate with an independent mind set.
- Treat all colleagues fairly, regardless of background or circumstance.
- Be comfortable to challenge others and be prepared to be challenged.
- Take into account reputation of First Capital Bank at all times, through positive interactions and following policy and process.
- Sets an example and supports fair and ethical behaviour in all colleagues.
Technical Skills & Competence:
· Bachelors Degree /MBA and or have equivalent business experience.
· Relevant professional qualifications (e.g. CA, CIA, MIIA, ACCA, CISA, CFA, for audit roles; technical qualification for specialist risk team roles; and graduate degree for all)
· Technical knowledge in the relevant specialist field (e.g. IT applications, market modelling)
· Evidence of broad audit experience in the IT systems field.
· Strong oral and written communication skills
Qualifications and Requirements:
· Bachelors Degree /MBA and or have equivalent business experience.
· Relevant professional qualifications (e.g. CA, CIA, MIIA, ACCA, CISA, CFA, for audit roles; technical qualification for specialist risk team roles; and graduate degree for all)
· Technical knowledge in the relevant specialist field (e.g. IT applications, market modelling)
· Evidence of broad audit experience in the IT systems field.
· Strong oral and written communication skills
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