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| NMB Bank Plc |
Jobs in Tanzania 2023: New Job Vacancies at NMB Bank Plc 2023
NMB Bank Plc Jobs, 2023
Job Location : Head Office, Hq
Job Purpose:
The business Process Analyst (BPA) will report to the Manager, Business Process Management & Quality Assurance. BPA will play a crucial role in identifying opportunities to improve operational efficiencies, enhance customer experiences, and drive business results. This position will work cross-functionally with various departments, such as operations, IT, risk management, and customer service, to optimize business processes and implement strategic initiatives.
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Main Responsibilities:
- Conduct a thorough review of existing banking processes, including transactions, customer interactions, and compliance procedures.
- Conduct end-to-end analysis of existing business processes.
- Develop detailed process maps and related documentation.
- Analyze process gaps and inefficiencies.
- Recommend actionable solutions for process improvement.
- Collect and analyze data related to workflow processes, resource allocation, and operational efficiencies.
- Generate regular and ad-hoc reports to track key performance indicators.
- Gather and analyze data to support business cases and action plans.
- Provide data-driven recommendations to senior management.
- Ensure that process improvements comply with regulatory standards, including but not limited to FCPR, AML, and other banking regulations.
- Engage with internal stakeholders and external partners to gather requirements, expectations, and objectives.
- Work closely with stakeholders across departments to gather requirements and understand business needs.
- Facilitate meetings to discuss findings and recommendations.
- Coordinate with IT, operations, retail, credit, compliance, and risk management departments to implement new processes.
- Develop solutions to streamline processes, enhance customer satisfaction, and meet business objectives.
- Support the implementation phase and monitor the effectiveness of new processes.
- Assist in developing change management plans to ensure a smooth transition of new processes.
- Monitor the impact of changes on the organization and make necessary adjustments.
- Monitor new processes to ensure they achieve desired outcomes and maintain compliance with internal and external standards.
- Generate and present regular reports to management, highlighting the ROI of implemented changes, overall process performance, and areas for future improvement.
Knowledge and Skills:
- Strong analytical, problem-solving, critical-thinking skills, and organizational skills.
- Proficient in process mapping tools such as Visio, Lucid chart, etc.
- Advanced Excel skills and familiarity with data analysis software.
- Excellent communication and presentation skills.
- Ability to work in a fast-paced environment.
- Project management certification is a plus.
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Qualifications and Experience:
- Bachelor's degree or equivalent combination of education and experience
- Bachelors degree in business administration, management, Banking, Finance or related field
- Lean Six Sigma and Project Management Certification is an added advantage.
- 2-5 years of relevant experience in business process analysis, business process design, and business process improvement, preferably in the banking or financial sector.
- Experience working with business re-engineering processes in Financial or Banking industry.
- Experience working with business processing models, Process Design, Requirements Management, and Project Management
- Experience working with re-engineering tools, methods, and techniques.
Specialist; Customer Experience Insight (1 Position(s))
Job Location : Head Office, Hq
Job Purpose:
To collaborate with business and technology teams to define requirements, develop solutions, and enhance customer journeys also by Using customer data and feedback to identify pain points and advocate for top-tier experience.
Work seamlessly with cross-functional groups including project/product managers, business leaders, and tech teams to maintain and deliver customer projects.
Main Responsibilities:
Design and collaborate pan-bank to execute customer experience frameworks and design principles using customer experience insights, to improve client acquisition and retention, operational efficiency (including reducing complaints and resolution TAT), and revenue generation through
- Working collaboratively & constructively with Segments, Products & Services, CVM, Market Insights, online, sales and other Customer Experience unit teams. Drive alignment with internal stakeholders around delivering absolute customer satisfaction and help to streamline this delivery.
- Take a data-driven approach to managing customer experience improvement projects across the customer lifecycle, including responsibility for customer journey mapping, creating content, implementation, and analysis.
- Translate analytical findings into actionable insights and business actions & recommendations.
- Implement measures to capture and track customer satisfaction and establish a customer-centric culture in the organization.
- End2End customer journey design of the new products & services & campaigns; Continuously improve the overall customer experience through journey mapping, ideation of future experiences and act a beacon for the CX vision throughout the bank.
- Responsible for leveraging the voice of the customer, call centre and user research insights to understand customer needs, identify product design opportunities and drive cross-functional action plans.
- Identifying areas of customer dissatisfaction in the experience and developing plans to monitor and make improvements to the experience, ultimately leading to customer delight
- Leverage existing and additional relevant technologies for tracking key metrics across the full customer lifecycle
- Lead on the development of customer experience benchmarking tools and analysis
- Effectively monitor and evaluate customer satisfaction and advocacy by continuous improving the customer experience measurement framework (qualitative and quantitative)
- Perform data, trend analysis and produce reports for internal and/or external distribution including compiling various metrics and KPIs
- Use Business Intelligence and Data Analytics to understand customer interactions across the customer life cycle and improve customer experience through running the NPS improvement projects and Regular assessment of current product & service Journeys considering customer's point –of-view and “Journey Design Guiding Principles”
- Facilitate development and maintenance of customer experience standards, methodologies and frameworks.
- Serve as liaison to the product and innovation groups to provide voice of customer (VoC) insights, direction and recommendations related to the implementation of the product roadmap.
- Act as a valuable partner in the development process, working on identifying personas, and create journey maps that effectively showcase pain points and potential opportunities.
- Collaborate to design end-to-end customer journeys with their associated customer experience, SLAs and supporting pan-bank initiatives to deliver the best possible customer experiences around products and services, drive improvements, improve efficiency and reduce complaints.
- Review and input service design minimum requirement in business requirement documents to make sure new and enhanced products and services aligns to delight customers.
- Facilitate input of best practices in Operational Level Agreements (OLAs) for processes and procedures to create desired customer experience around products and services
- Collaborate with Product, Process and Change teams to enhance 360 degrees customer experience on every process and product.
- Initiate customer experience change requests, provide customer related inputs towards vital system/technologies especially customer impacting changes and participate in user acceptance testing.
- Analyse product and service performance, perform periodic health checks and provide customer experience improvements on product and service design
- Identify experience compromises for strategic scoping in the customer experience roadmap
- Ensure all support matrices for services and products are set and align with FCPR in all supporting tools to enhance compliance adherence from regulator
- Champion pan-bank customer experience enablement
Knowledge and Skills:
- Customer experience management approaches and methodologies (customer journey mapping, research and segmentation techniques)
- Able to analyse customer metrics, including Net Promoter Score, customer satisfaction and customer effort score
- A good blend of technical, analytical and commercial knowledge
- Technical understanding of new trends and technologies
- Strong interpersonal skills with the ability to think strategically and implement tactically
- Strong analytical skills; ability to analyze data from multiple sources and identify insights, themes, operational issues and areas for improvement
- Very good computer skills (Advanced Spreadsheets, PowerPoint and Database required)
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Qualifications and Experience:
- Holder of university degree/Advanced diploma in Information Technology, Computer Science, Telecommunication, or equivalent qualifications from recognized higher learning institution
- At least 5 years' relevant experience
- Proficiency in technology languages and applications that support businesses, particularly Contact Center operational or strategic exposure.
- Familiar with data-related languages such as SQL, Python, or other relevant languages is added advantage.
- Power BI, Advanced Excel, Tableau, as well as experience in data visualization and analysis is essential.
Specialist; Operational Risk (1 Position(s))
Job Location : Lake Zone
Job Purpose:
Provide support and drive implementation of a robust and effective Operational Risk Management framework at branches. Ensure branches have strong controls, processes, and resources to support implementation of the bank's Enterprise Risk Management framework.
Main Responsibilities:
Risk Assessment, Analysis & Reporting
- Ensure branches conduct Risk and Control Self Assessments (RCSAs) via Governance and Compliance Management (GCM) system and in accordance with guidelines issued by Operational Risk through regular guidance/trainings on control testing methodology, sample selection criteria, qualities of controls testers, risk treatment decisions, individual and overall assessment of controls effectiveness etc.
- Review and challenge RCSA test results received from the first line of defense i.e., branches to ensure the final output that goes to the Risk and Compliance Committee (RCC) is up to standard.
- Provide guidance/trainings to branches on how to perform RCSA testing on the GCM system.
- Conduct quality assurance (conformance reviews) on RCSA test results submitted by the first line of defense on GCM system to check if testing was done in accordance with guidelines issued by Operational Risk. Ensure findings/issues are aligned with the business and reported via GCM system.
- Ensure all ineffective controls and other operational discrepancies captured from Risk and Control Self Assessments (RCSAs), Risk events and Key Risk Indicators (KRIs) are captured and tracked on GCM system. Regularly share open issues with action owners following up on the progress and updates on action plans and escalating issues as necessary.
- Ensure risk events occurring at branches are reported through the GCM system. Perform Quality Analysis (QA) on reported incidents to ensure data quality on GCM system as well as adherence with Operational Risk Event reporting guidelines. Ensure closure of incidents and agreed actions on GCM system within agreed timelines.
- Provide guidance/trainings to branches on how to identify, capture, and track risk events and KRIs on GCM system.
- Guide and support branches in the implementation of Key Risk Indicators (KRIs) requirements. Ensure branch KRIs are recorded and tracked on GCM system with identified issues closed within agreed timelines.
- Conduct regular Key Risk Indicators (KRIs) reviews to ensure branches maintain and track relevant, measurable and value adding KRIs.
- Consolidation of operational risk MIs received from branches (e.g., KRIs) to produce detailed and summary reports as required by governance committees (e.g., RCC).
- Support the Head Office Operational Risk team in following up on the progress of branch related actions arising out of governance committees (e.g., RCC).
- Proactively communicate with the Senior Manager; Operational Risk on branch related operational risk issues escalating significant issues as appropriate.
- Keep Zonal Managers, Branch Managers and Senior Manager; Operational Risk informed on an ongoing basis of the operational deficiencies and the status of corrective actions.
- Ensure that the bank is secured from incurring financial/non-financial losses as well as reducing the number of fraud incidences at branches by ensuring that controls are well defined by business and branch staff who exercise the controls understand and can define all branch risk register parameters relative to their day-to-day operations.
- Provide input/advice to the design of new and/or revised controls and procedures to ensure branches maintain a robust risk register which is in line with the business structure and processes.
- Work as part of a team to drive and support the identification and management of operational risks daily and act as a source of reference in facilitating and promoting the understanding of Operational Risk requirements at the branches.
- Empower and guide branches through day-to-day interaction to elevate their level of understanding/awareness on NMB's risk management tools (Risk Events, KRIs, and RCSAs etc.) and oversee implementation of risk measurement, monitoring and reporting techniques across branches.
- Work together with branches and zonal office to deliver exceptional performance on controls of the entire branch network.
- Any other assignment that the Senior Manager; Operational Risk deems fit.
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NEW TANZANIAN JOBS, INTERNSHIPS AND VOLUNTEERING OPPORTUNITIES 2023 (1,253 POSTS)Knowledge and Skills:
- Proven experience gained in a bank branch.
- Understanding of the core retail and commercial banking product set
- A practical knowledge and understanding of risks, controls, risk management tools and methodologies.
- A good understanding of the main operational processes within the businesses and a good understanding of the procedures and control framework relating to those areas.
- Facilitation skills
- Analytical and problem solving skills
- IT Skills (especially Microsoft Excel)
- Risk management technical skills (e.g. risk assessment, control design)
- Teamwork
- Good written and verbal communication skills
- Time management - ability to juggle priorities and execute at speed individually and as part of a team.
Qualifications and Experience:
- Bachelor's degree in business related studies.
- Additional professional certification will be considered as an added plus.
- Banking Experience of more than 3 years, preferably in Risk management or Audit.
- Previous risk management experience gained within an auditing, operational risk management or compliance/controls type role.
Job opening date : 15-Sep-2023
Job closing date : 29-Sep-2023
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NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.
NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacted
ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.
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