• Financial • Achieve revenue targets, profitability and growth as per agreed budgets. • Balance sheet growth and management, driven through Products, Channels, Mobile & Agency Banking. • Customer • Drive strategic initiatives and activities across products and channels to ensure good quality customer experience. • Manage and coordinate the Unit’s client engagement efforts and ensure that agents are clear on their contribution and expected outcomes. • Develop and implement customer centric processes/enhancements to drive service usage. • Monitor the service satisfaction of agents by conducting internal / external Agent surveys, benchmarking the activities of major market players and cross-referencing market best practices. • Review, dissect and rectify issues arising from complaints and / or regulatory requirement that may impact customer satisfaction and NCBA’s reputation. • Internal Business Practices • Initiate and coordinate to promote usage of Mobile and Internet Banking. • Coordinate with the relevant parties to ensure customer support to channels is given in an efficient and timely manner. • E- Channel promotion and enrichment initiatives. This will involve all initiatives aimed at increasing uptake of the channel solution in line with Bank’s channel strategy. • Provide product development support to the Cash Management/Trade Finance sales team from product conceptualization, business case documentation, development, testing, packaging and roll-out while liaising with the various stakeholders and project teams. • Prepare a quarterly transaction throughput analysis based on covenants set for borrowing customers, to ensure promises on the Credit Application are being implemented and met. • Growing agent network and products usage to achieve transaction volume targets. • Quality Assurance, Compliance and Control. • Internal Business Processes • Monitor, identify and mitigate the Unit’s related risks in conjunction with supporting units such as Operations, Information Technology, Risk, Audit, Compliance etc. • Ensures that standard documents, controls and monitoring measures are in place and complied with in line with the Group policies and countries’ regulations: (KYC, Agency Banking activity reports, internal controls, audits, etc.) • Suspicious Transactions monitoring. • Technical Competencies • Excellent strategic and operational business awareness, with deep understanding of the key drivers, levers, issues and opportunities of Products, Channels and Digital banking. • Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines and project management methodology and to consistently achieve required compliance standards. • Business Development skills to effectively segment the target market, gather market intelligence and identify opportunities for the bank to sell its channel products. • Strong customer focus coupled with knowledge of the channels and digital banking offering and its impact on the customer’s business. • Knowledge of Products, Channels and Digital solutions available globally, their features, applications. • Thorough knowledge of the regulatory environment and the inter-play with new and existing Product Management and Digital Banking solutions. • Behavioural Competencies • Resilience – Maintains effective job performance, relationships and personal credibility when under pressure; seeks out and responds positively to constructive feedback; remains motivated, focused and displays a positive attitude regardless of difficult circumstances. • Integrity – Follows defined codes of conduct and ethical principles in a manner that supports the social, ethical and organizational norms; remains honest and objective and lives the NIC Bank values; creates a sense of trust and goodwill through being motivated to always ‘do the right thing’. • Results/Quality driven – Instils a sense of urgency and motivation to provide superior delivery/output in terms of responsiveness, efficiency and turnaround times; driven to produce high quality work, motivated to achieve own work-related and business goals; drives tasks through to completion. • Pro-active – Continually searches for new ideas and approaches and recommends these; initiates action to achieve goals beyond what is required; solution focused, optimistic and enjoys new challenges. • Job Dimensions • Direct Reports • N/A • Stakeholders • Internal • All Departments • External • Customers – Direct clients and indirect clients. • System Vendors • Regulators • Partners • Marketing

• A Bachelor’s degree from a recognized University. • Professional: • Professional qualification in IT/Project Management is an added advantage. • Proficient in Ms Office Suite – Ms Word, Power Point, Ms Visio, Ms Excel, Ms Access etc. • Desired work experience: • At least 2 years work experience in banking or related field. • Experience in customer service and e-banking & cash management products. • Critical – operational knowledge of Channels and or Digital Banking. • Previous experience in a Channel/Digital Banking or Digital Sales role.