Rafiki Microfinance Bank Careers

Purpose of the Job:

Implement and administer operation process policy framework, ensure excellent services to achieve profitability.  

Reports to:  Branch Manager 

Duties & Responsibilities

• Maintain customer service excellence at the branch level.
• Banking hall and call management.
• Custodian of tools of trades and stationaries.
• Branch operational risk management.
• Manage customer onboarding process.
• Cash and float
• Ensure security procedures are adhered to and monitor the general physical security of the branch. 
• People Management.
• Review and action on reports according to laid-down instructions
• Submission of periodic reconciliation reports.
• Cross-sell and up-sell the bank products.
• Grow transactional income at the branch.
• Any other official duty assigned from time to time.

Key Competencies, Skills, Qualifications and Experience 

• Bachelor’s degree in business related field or any other relevant field
• 5-6 years Working experience in a similar or comparable role in the Banking industry
• Excellent Interpersonal skills
• Organization skills
• Confidentiality
• Integrity
• Analytical skills.
• Proficiency in MS Office
• Product Knowledge
• People Management skills.

The main responsibility of the job holder role in assisting the Senior Manager-Marketing and Corporate affairs in directing the department towards achieving marketing and product objectives as per the Marketing Department Strategy. 

JOB DESCRIPTION

• Participate in developing plans for Marketing, PR, Product Development and Customer Experience disciplines.
• Support in execution of Marketing and Customer Experience strategy into the overall business strategy of the Bank.
• Help prepare monthly, quarterly and annual budgets for the Marketing department.
• Support in monitoring and reporting on team goals.
• Support in designing branding, positioning and pricing strategies.
• Identify opportunities to reach new market segments and expand market share.
• Support implement brand awareness initiatives to achieve targeted metric levels for the Bank.
• Support implement Customer Retention strategies and support increase the barriers to exit.
• Support implementation of an agile Customer Relationship Management System
• Ensure Operational Risk standards for the Marketing and Customer Experience teams are adhered to.
• Suggest areas for process improvement and to support functional effectiveness and improve operational efficiencies.
• Uphold team work between marketing and customer experience teams.
• Undertake copywriting and proof reading of marketing materials, social media posts, internal and external communications and other publications.
• Supervise social media management to ensure adverts are posted on time and social media queries are addressed sufficiently and in good time.
• Handling Public Relations and Campaigns with mainstream media and coordinated with relevant departments or units.
• Prepare necessary weekly and monthly reports for internal and any external consumption.
• Planning campaigns such as LIPA Na MPESA, Collection campaign, Radio activations.
• Grow our social media following.
• Ensure compliance with internal and external regulatory requirements.
• Strict adherence and compliance to AML guidelines of the Bank.
• Developing and continuously reviewing product guidelines and internal operational policies ensuring all products are compliant.
• Continuously review CBK prudential guidelines and Customer Protection Act ensuring the products offered are compliant.

KNOWLEDGE; SKILLS AND EXPERIENCE REQUIRED FOR THIS ROLE 

• Bachelor’s degree from a recognized institution in Communication, Marketing or a business-related field
• CIM qualification is an added advantage
• Over 3-4 years’ experience in communications, marketing or communication function in an established organization
• Understanding of the requisite legal framework, in particular the Banking Act, Microfinance Act and Central Bank of Kenya (CBK) prudential guidelines and clearing procedures.
• High level of professionalism.
• Computer skills: Adept in use of Ms Word, Excel, Access, Power-Point, Internet and email.

JOB DESCRIPTION

• Resolve IT system user queries and problems within the TAT.
• Installing and configuring computer hardware operating systems and applications.
• Monitoring and maintaining Banks and its affiliate IT systems.
• Troubleshooting system hardware or software faults.
• Providing support, including procedural documentation and relevant reports.
• Creation of new users’ accounts and profile.
• Working with third parties to achieve IT related tasks.
• Perform preventive maintenance duties on IT system.
• Perform EOD, EOM, EOY procedures.
• Any other official duty that may be assigned from time to time.

KEY COMPETENCIES, SKILLS, QUALIFICATIONS AND EXPERIENCE

• Diploma in IT related field.
• 1-2 years’ working experience.
• Integrity.
• Interpersonal skills.
• Demonstrable trouble shooting skills.
• Confidentiality

Method of Application

If you are qualified and seeking an exciting new challenge, please apply via [email protected] quoting the Job Reference Number and Position by 27th August 2023. Only shortlisted candidates will be contacted. 

JOB DESCRIPTION

• Handle phone calls, emails, live chat messages, SMS texts, and support tickets for the bank.
• Attend to Communication via other forms of Media such as social media.
• Receive customer complaints, queries and document for action.
• Compilation of customer feedback report and analysis.
• Welcome customers/visitors visiting central office and ensure they are assisted efficiently.
• Follow up to ensure customer queries are resolved within stipulated SLAs.
• Provide support to other customer service in branch units as and when needed.
• Conduct internal and external customer surveys.
• Any other official duty that may be assigned from time to time.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED FOR THIS ROLE.

• Bachelor’s degree in social sciences
• 1-2 Years working experience.
• Interpersonal skills.
• Integrity.
• Teamwork.
• Critical Thinking.
• Empathy.
• Analytical skills.
• Decision-making skills.
• Time management skills.
• Confidentiality.

Method of Application

Interested candidates are requested to send their cover letter and CV to [email protected] quoting the position applied for on the e-mail subject on or before 31st August 2023 at 5:00pm. 

The incumbent will be responsible for business development and operations of the branch, ensuring compliance, staff engagement and business acquisition to grow profitability in line with strategy of the bank.

DUTIES AND RESPONSIBILITIES.

• Develop the branch business strategy in line with the corporate strategy.
• Implement business development strategy to grow liabilities and assets at branch level
• Formulate and implement branch business plans, forecasts and budgets and ensure control and reviews.
• Support marketing initiatives and give feedback on products performance in the branch markets
• Cross-sell and up-sell new business partnerships to increase income streams to the branch and the bank in general.
• Ensure compliance with both internal and external regulatory requirements.
• Review and report any Money Laundering risks associated with business processes and existing customer base.
• Implement the Bank’s business development strategy at branch level including growth in customer base, NFI, liabilities and assets to maximize profitability
• Oversee customer service delivery to maximize acquisition and retention.
• Monitor and manage Operation and Business Risks to maximize profitability and reduce exposures.
• Maintain security of staff and assets at the branch.
• Provide leadership, direction and pace to branch team.
• Build, develop and maintain a high performance culture.
• Identify knowledge gaps and recommend training and mentoring initiatives.
• Act as liaison between branch and other departments units.
• Ensure implementation and compliance with policies and procedures

KEY COMPETENCIES, SKILLS, QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in a business related field
• 7-8 years’ experience in business development 3 of which should be in a similar role in a financial institution
• Interpersonal skills
• Organization and planning skill
• Business networking skills
• Attention to details
• Negotiation skills
• Presentation skills
• Analytical skills
• Integrity

The job holder will be responsible in acquisition, growth and retention of Business Banking and Enterprise client portfolio and maximize business volumes and revenues in line with Bank’s strategy.

DUTIES & RESPONSIBILITIES.

• Grow and manage overall business banking and enterprise portfolio and maximize revenues.
• Prospect for new to bank clients in conjunction with relationship managers and offer innovative and customized business banking solutions.
• Champion the delivery of consistent, seamless and trusted customer service to ensure business banking and enterprise customer retention and loyalty.
• Enhance uptake of Rafiki business banking and enterprise products and services by existing and new clients.
• Engage relationship managers and branch network and provide all product support needed for timely submission of quality credit proposals involving SME segment.
• Market and effectively manage correspondence bank relationships and onboard new business banking and enterprise partnerships.
• Maintenance of a healthy business environment by ensuring compliance with both internal and external regulatory requirements.
• Managing and developing a high-performance team to meet set deliverables.
• Actively ensure customer relationship management.
• Safeguard and promote the bank’s image with the general public.
• Cross-sell and upsell other bank products.
• Any other official duty that may be assigned from time to time.

KEY COMPETENCIES, SKILLS, QUALIFICATION AND EXPERIENCE.

• Degree in a business-related field.
• 5-6 years’ experience in a business development role.
• Experience in managing SME portfolio is desirable.
• Competency MS Office.
• Interpersonal skills.
• Organization and planning skill.
• Business networking skills.
• Attention to details.
• Negotiation skills.
• Presentation skills.
• Analytical skills.
• Integrity.
• Confidentiality

The job holder will be responsible for acquisition, growth and retention of Micro client portfolio and maximize business volumes and revenues in line with Bank’s strategy.

JOB DESCRIPTION.

• Grow and manage overall micro portfolio and maximize revenues.
• Prospect for new to bank clients in conjunction with relationship officers and offer innovative and customized business banking solutions.
• Champion the delivery of consistent, seamless and trusted customer service to ensure business banking and enterprise customer retention and loyalty.
• Enhance uptake of Rafiki micro products and services by existing and new clients.
• Engage relationship officers and branch network and provide all product support needed for timely submission of quality credit proposals involving SME segment.
• Market and effectively manage correspondence bank relationships and onboard new micro partnerships.
• Maintenance of a healthy business environment by ensuring compliance with both internal and external regulatory requirements.
• Managing and developing a high-performance team to meet set deliverables.
• Actively ensure customer relationship management.
• Safeguard and promote the bank’s image with the general public.
• Cross-sell and upsell other bank products.
• Any other official duty that may be assigned from time to time.

KEY COMPETENCIES, SKILLS, QUALIFICATION AND EXPERIENCE.

• Degree in a business-related field.
• 5-6 years’ experience in a business development role.
• Experience in managing micro segment is desirable.
• Competency MS Office.
• Interpersonal skills.
• Organization and planning skill.
• Business networking skills.
• Attention to details.
• Negotiation skills.
• Presentation skills.
• Analytical skills.
• Integrity.
• Confidentiality

JOB DESCRIPTION

• Recruitment of new Chama’s and individual customers.
• Deposit mobilization both from chamas, Sacco’s, different entities and individuals.
• Appraise loan proposals for Chamas and Saccos customers and submit for review, approval and disbursement.
• Customer portfolio management.
• Maintaining quality loan book.
• Attending to Chama and Sacco meetings to cascade bank products and services.
• Cross-selling of other bank products and services.
• Liaison with the communities including barazas to bring Rafiki bank brand awareness.
• Respond to queries related to Chama & Sacco business and timely resolving of customer issues.
• Offering good customer service to all clients.
• Any other official duties that may be assigned from time to time.

KEY COMPETENCIES, SKILLS, QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in a business a related field or equivalent.
• 3-4-years’ experience.
• Good product knowledge
• Interpersonal skills
• Negotiation skills
• Integrity
• Confidentiality

JOB DESCRIPTION

• Recruitment of new Chama’s and individual customers.
• Deposit mobilization both from chamas, Sacco’s, different entities and individuals.
• Appraise loan proposals for Chamas and Saccos customers and submit for review, approval and disbursement.
• Customer portfolio management.
• Maintaining quality loan book.
• Attending to Chama and Sacco meetings to cascade bank products and services.
• Cross-selling of other bank products and services.
• Liaison with the communities including barazas to bring Rafiki bank brand awareness.
• Respond to queries related to Chama & Sacco business and timely resolving of customer issues.
• Offering good customer service to all clients.
• Any other official duties that may be assigned from time to time.

KEY COMPETENCIES, SKILLS, QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in a business a related field or equivalent.
• 3-4-years’ experience.
• Good product knowledge
• Interpersonal skills
• Negotiation skills
• Integrity
• Confidentiality