Director, Resource Mobilization and Customer Service Department 14 views

Job Summary:

The Director, Resource Mobilization and Customer Service Department is responsible for Planning, organizing, coordinating and supervising the Resource Mobilization & Customer Service Department activities of the Institution. He/she also motivates, empowers, and inspires the staff for better performances as well as evaluates the performances of the staff under his/her supervision.
Major Duties and Responsibilities:
• Planning, organizing, coordinating and supervising the Resource Mobilization & Customer Service Department activities of the Institution ;
• Leading financial literacy programs to educate clients and potential clients on the benefit of saving and the institution’s value propositions;
• Studying macro and micro economic performance from the perspective of microfinance business, forecasting trends, identifying potential money savers focusing on high amount depositors and encouraging all types of savers;
• Design mechanisms to promote saving and enhance liquidity leverage of the Institution;
• Study & Identify deposit mobilization challenges including enhancing the customers’ service delivery;
• Providing technical/professional support to branches regarding deposit mobilization and overall branch operation;
• Conducting front line staff training based on needs identified, organizing and coordinating client orientation concerning savings products available with special emphasis to client value propositions;
• Facilitating customer to customer relations and linking with headquarters;
• Monitoring and evaluating performance as per policies and performance agreement;
• Ensuring that effective and reliable risk management and internal control system is in place for safety of deposits by clients;
• Monitoring weekly and monthly performance of Regional/Branches and compiling data on saving and preparing and submitting periodic regular reports incorporating challenges encountered and improvement recommendation;
• Designing clients exit survey tool to capture feedback from withdrawing clients so as to introduce appropriate policy and procedural changes;
• Developing systems that enhance customer value proposition and keep savings account closure at minimum;
• Ensuring compliance with the Institution’s policies and procedures as well as with NBE directives related to Deposit Mobilization & Customer Service;
• Undertaking regular field visit to check for compliance in savings mobilization policies and procedures and gather feedback from clients on saving service provisions including verification of Region reports.
• Ensure the necessary human resource, support facilities and services are provided to branches that fulfills established standards of the Institution;
• Performs other duties as assigned by supervisor.

• MBA/MA/BA Degree in Banking & Finance, Economics, Management, Accounting or related field.
• A minimum of 8/10 years of relevant work experience, out of which 4 years in managerial position, preferably in MFI/Banks.
• Ability to provide leadership, communicate effectively, and promote a team approach to enhance staff commitment to successfully implement the Company’s Strategic Plan;
• Demonstrated technical and managerial ability, sound judgement, ability to interact and work effectively with others at all levels;
• Firm belief in teamwork and gender equality;
• Capability and willingness to take responsibility and highly developed sense of integrity
• Proficiency in Microsoft office applications
• Excellent written and oral communication skills.

• Terms of employment: Permanent

• Salary & Benefits: Negotiable and attractive salary. The Institution has also attractive benefit packages for the position including Institution’s car with adequate fuel allowance.
• Closing Date: January 28, 2025