Principle Accountabilities

• Customer Experience
• Manage all escalations related to diaspora support.
• Identify customer needs not met by existing products and the implementation of new products  and services.
• Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship. 
•  Manage the diaspora customer email -diaspora@hfgroup.co.ke
• Ensure customers are well supported on e-channels uptake to promote utilization.
• Ensure first contact resolution for all queries directed to you.
• Achieve departmental NPS score of 60.
• Collate customer feedback through interviews and online surveys to ensure that we meet customer expectations.
• Follow-up on diaspora SLAs and TAT
• Notify client about deposit renewals
• Financial Performance
• Educate clients on the features and benefits of all products
• Cross sell products to clients based on the needs.
• Support the diaspora Relationship Managers with account opening, loan processing, customer transactions and handling customer queries
• Operational Effectiveness and Support 
• Assist in management of NPL for diaspora segment in collaboration with RMS. 
• Assist plan for diaspora engagements including webinars, activations, trips and events.
• Close gaps/lapses identified; take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame. 
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines 
• 100% adherence to policies, procedures and statutory guidelines. Minimize exposure to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML regulations
• Achieving a ‘Good’ audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited. 
• People, Learning and Growth
• Proactively manage own learning and development.
• Deliver performance objectives set. Institute immediate corrective action where performance is below par. 
• Championing team training on matters related to homeward proposition. 

Key Competencies and Skills

• Technical Competencies
• Knowledge of Banking and Business Operations:
• Compliance and Regulatory Framework:
• Conceptual and Analytical Skills:  
• Product Knowledge
• Business Acumen
• Financial Acumen
• Customer Engagement (internal & external)
• Digital
• Leadership
• Commercial Banking
• Industry Knowledge
• Credit Analysis

Minimum Qualifications, Knowledge and Experience

Academic: 

• Bachelor’s degree from a recognized accredited university. 
• Certificate of Proficiency in Insurance (COP) will be an added advantage. 
• Being a CISI fellow is an added advantage. 

Professional: 

• 3-4 years’ working experience in a Customer Management role. 
• In-depth knowledge of the local and Diaspora Banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general commercial regulations and practices.  
• Appreciation of Diaspora Banking as a proposition. 
• Interaction/Understanding of CRM tools. 

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Principle Accountabilities

Budgeting, Forecasting & Performance Management

• Lead the budgeting, forecasting, and long-term financial planning processes.
• Oversee monthly and quarterly performance reviews, variance analysis, and business insights for senior management.
• Ensure timely preparation and distribution of monthly rolling forecasts for business units and legal entities.
• Partner with business units to provide financial analysis and advisory support for strategic projects and investments.
• Ensure timely and accurate segment reporting.
• Own intra-company cost allocation frameworks and models.
• Own inter-company cost recharge frameworks and models and ensure tax efficiency.

Balance Sheet & Capital Management

• Manage balance sheet planning and capital optimization, including liquidity optimization in collaboration with Treasury and GM Finance.
• Ensure that the bank has an effective ICAAP.
• Own the Funds Transfer Pricing (FTP) processes.
• Oversee preparation of ALCO, EXCO and board papers.
• Prepare debt funding pitch decks

Financial Controls & Governance

• Drive cost management initiatives, ensuring efficiency and alignment to strategic objectives.
• Develop and maintain financial control frameworks across functions.
• Build strong financial governance processes that support compliance with internal policies and regulatory requirements.
• Ensure timely departmental policies reviews.
• Oversee model governance for all models developed and managed in Finance.
• Perform and oversee revenue assurance.
• Maintain and update KPIs tracker for the Finance division.

Accounts Payable, Receivable & Reconciliations

• Ensure vendors are paid timely and with optimal credit terms.
• Ensure GL reconciliations are timely and that outstanding issues resolved promptly.
• Ensure that the trial balance (TB) can be relied upon by all users.
• Ensure accuracy of the Fixed Asset Register and its associated depreciation schedules
• Ensure accurate maintenance of receivables records and reconciliations

Financial Information System

• Ensure implementation of set system improvements (SAP and its integrations)
• Collaborate with IT to ensure EoD processes are supportive of finance processes
• Ensure GL variance between systems is resolved on a timely basis

Decision Support

• Ensure timely and accurate preparation of dashboards and KPIs.
• Provide thematic guidance to modelling teams.
• Strengthen finance business partnership.
• Review quarterly competitor analysis and present to management.
• Create a roadmap for Robotic Process Automation (RPA) in Finance and collaborate with Innovations and IT teams.

Audits

• Facilitate internal audits
• Collaborate with Head of Financial & Regulatory Reporting to facilitate external audits
• Ensure closure of internal and external audit findings

Team Management

• Design a talent development program for the team
• Ensure time performance measurement and management for the team
• Mentor the team

Ad-hoc

• Any other duty as assigned from time to time by the Finance and HFC leadership

Key Competencies and Skills

• Results-oriented
• Strong negotiation skills
• High emotional intelligence
• Excellent interpersonal skills
• Highly analytical
• Problem solving skills
• Good communicator & excellent presentation skills
• Team player

Minimum Qualifications, Knowledge and Experience

Academic and Professional

• A business-related degree from a reputable institution preferably Finance, Accounting, Banking, data science or a related quantitative field.
• CPA(K)
• CFA, FRM, FRR, CIFA certifications will be an added advantage

Experience and Technical Skills

• A minimum of 12 years’ experience in banking with hands on experience finance, internal audit, external audit, financial risk management, strategy.
• 4 years should be at management level.
• Hands on experience in finance leadership
• Experience in board relations
• Experience in CBK relations