Job Purpose Statement
Digital Business is mandated to diversify the NCBA target market with a proposition that targets a complementary consumer mass market and the micro and small enterprise (MSE) market. Digital Business operates in all countries that NCBA is licensed to offer banking services, and shall also operate through partners in other countries that NCBA may not have a banking presence. Digital Business product portfolio is organized along 2 distinct propositions;
Mobile banking – offering a mobile-centric savings and micro-credit services to mobile money customers and
Digital consumer banking services offered to individuals and small/micro businesses.
The purpose of the role is to provide guidance and support to the consumer /Merchants of the digital banking service and ensure delivery of a unique brand experience. The primary role is to achieve quality business growth as well as deliver a prompt and exceptional customer experience to achieve the overall business targets in the Distribution Hubs. The responsibilities incorporate selling the digital banking service Loop to potential Consumers/Merchants in the assigned territory to achieve individual targets.
Key Responsibilities & Percentage (%) Time Spent)
Achievement of defined business targets through managing sales activities (Direct & Indirect) within the assigned portfolio/ store (30%)
Manage & coach a team to deliver quality brand experience through all customer engagements (20%)
Manage & coach a team to generate new business from existing customers in assigned sales territory (10%)
Ensure 100% participation and target achievement in product promotional activities, customer events
and scheduled product clinics (20%)
100 % Compliance to policies, processes and procedures (20%)
Champion the achievement of the defined business targets to ensure growth and profitability of the
business within the assigned team.
Lead a team to provide accurate and comprehensive product related information to all Bank’s
customers (potential and existing).
Lead a team to sell the assigned digital products in a proper, professional and efficient manner and
ensure he/she does not do anything likely to impair or damage the reputation or business of the
Cross-sell to ensure uptake of the full range of products offered.
Provide product information and support to customers as well as effectively respond to customer
enquiries to maintain consistency in the brand experience.
Adherence to quality standards and SLAs within the service outlet to maintain the brand experience and customer promise.
Lead a team to ensure adherence to established processes and procedures. Identify potential risks to the service and product offering and provide mitigation strategies.
Understand and comply with requirements of all relevant risk management policies.
Use of CRM to capture customer information.
Assist in identifying customer needs not met by existing product and the implementation of new products/ services. Keep abreast of the rapid pace of product development to be able to sell new products.
Assist in the organization and participate in Public relations activities and sponsorships that aim to improve NCBA’s brand image in the market.
Key Result Areas
Customer Acquisition & Retention
Customer Satisfaction – Net Promoter Score
Customer base and active accounts growth targets
Portfolio maintenance and customer service standards or benchmarks
Business Systems & Infrastructure
Productivity or resource utilization standards or benchmarks
Implementation of change and capability development programs
Customer accounts & deposits targets
Customer base and active accounts growth targets
Portfolio maintenance and account relationship management standards or benchmarks
Customer banking services wallet share
Reporting Relationships: Indicate the Jobs That Report to This Position.
Field based promoters (agency provided)
Decision Making Authority /mandates/constraints: What Decision/s is the Position Holder Empowered to Make Based on the Key Result Areas of the Position?
Personal & teamwork plan for effective time utilization in achieving the objectives of the position.
Sales Management (Targeting, Promotions, Assigning roles, Assigning Assets)
Recommendations on new product enhancements based on Voice of the Customer (VOC).
Planning: What Planning Responsibilities Are Applicable to This Role? Indicate What the Planning Entails
Customer acquisition campaigns
Type of Planning
Long Term Planning 1 year
Short Term Planning 1-3 months
Financial Responsibility: What Financial Responsibilities Are Applicable to the Role? Indicate the Amounts Responsible for? The Responsibility Can Be for Opex, Capex, and Petty Cash Etc. Indicate What the Financial Responsibility Entails E.g., Approving, Monitoring, Reporting
Achievement of sales, revenue and service targets
Responsibility for Stocks, Equipment Etc. (Non – Cash Resources). Indicate the Type of Resources Responsible for and the Approximate Value.
Resources, equipment, PDQ, Branding Materials, and other collateral materials etc.
Responsible for own work tools (computer, telephone, workstation)
Responsibility for Generating Revenue. Indicate the Revenue Streams the Position Holder is Responsible for as a % of the Departmental Target.
As per Distribution Hubs, and individual score card
Relationship Management: Indicate the Departments/organizations/companies Etc That the Position Holder Will Need to Relate/liaise With as Part of This Role
Internal – Contact Center, Marketing, Product Development; Operations, Security
External – Merchants
Driven – We are passionate, make bold decisions and learn from our failures. We seek new
challenges and appreciate different views constantly raising the bar. We explore our full potential.
Open – Our interactions are candid, honest and transparent. We listen to each other and our clients. We are inclusive and always respect each other.
Responsive – We put our customer’s interests at the heart of all that we do. We are proactive, act quickly and resolutely to deliver results. We keep it simple and seek new ways to improve.
Trusted – As a trusted partner we do what is morally right always. We keep our word. We are accountable and believe in each other.
Selling skills to grow customer numbers and customer product uptake.
Planning & organizing skills for effective time utilization in achieving the objectives of the position.
Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
Excellent verbal, written and communication skills
Relationship management skills to effectively perform Account Relationship Management
activities/tasks in a manner that consistently achieves high quality standards or benchmarks.
Sales and negotiation skills to prospect and close business
Knowledge and effective application of all relevant banking policies, processes, procedures and
guidelines to consistently achieve required compliance standards or benchmarks.
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
Networking skills to effectively leverage on relationships that will enhance customer acquisition and retention.
Self-motivated and Result oriented, and able to deliver within deadlines.
Credit and financial analysis skills to be able to make preliminary judgment on customer credit worthiness
How to apply
For more information and job application details, see;