Quality Assurance & Testing Officer at Family Bank Ltd

Sales Management: Collaborate with the frontline staff to meet potential customers and provide professional insurance planning services & presales information. Analyse customers' financial situation and identify their financial needs, recommend relevant Insurance solutions to best suit their needs. Recommend and decide appropriate sales distribution and delivery channels, provide quality after sales - services to maintain the customer relationship & solicit referral business to expand the customer base. Working closely with frontline staff to optimize the sales results. Continuous Product training & development across the specific segment. Manage sales productivity through joint review with segments heads. Establish a comprehensive sales process for products and services and guide its implementation across all segments and branches. Support product development & deployment of appropriate systems and procedures to support sales and service for Banca. Increase in penetration of Insurance products across client segments. Organize and deliver and present at least one segment specific webinar each week with a minimum of twenty clients. Support may be obtained from ISP or external stakeholders. Report to segment head daily on team participation Organize at least one sales meeting and one training meeting weekly for the segment front-liners Bancassurance Customer Value Proposition (CVP) Management: Look after and deliver a strong CVP for all bancassurance products. Work with product managers to identify market growth/ cross-sell opportunities to increase product holdings and improved revenues. Initiate, execute and manage marketing programmes and strategies in line with business. Active analysis and review of all customer bases to understand customer profiles, behavioural and lifestyle traits (including product holding mix, revenue contribution, behavioural/ lifestyle analytics) to identify opportunities for increasing customers' insurance wallet share (total value). Keeping abreast of market competition, industry practices and best practices to constantly improve on overall business performance. Ensure brand compliance for all above and below-the-line communication according to Standard Chartered Bank's local/ global standards and relevant Insurance Partner. Portfolio Management: Proper tracking of Bancassurance Products sales (volume/revenue) to ascertain quality, growth trends etc across the support branches/channels. Proper management of Banca compliance processes that guide sales processes and product management to mitigate mis-selling and ensure 'Treating Customers Fairly' applies. Marketing Management: Help plan and implement marketing strategies to acquire, expand and retain profitable relationships and grow market share. Identify target customers' financial, insurance and service needs: review, recommend and implement products / service offering in liaison with Product Manager. Provide assistance in directing, motivating, training and coaching sales distribution / delivery staff. Processes Establish a comprehensive sales process for products and services and guide its implementation across all segments and branches. Support product development & deployment of appropriate systems and procedures to support sales and service for Banca. Increase in penetration of Insurance products across client segments. People & Talent Key Talent Themes required for a successful Insurance Specialist: Motivation: Competitor, Intensity Influence: Action Orientation, Courage Work style: Connectivity between Sales & Customer Centricity, Delegator, Planner Relationship: Accountability, Builder, Contribution, Encourager Thought Process: Growth Orientation, Performance Orientation Risk Management & Governance Ensure internal controls are in place, monitor for compliance, review for changes in systems, policies & regulations. Fully comply with all policies, procedures, Key Control Standards to achieve satisfactory audit grades in local & Group audits. KYC / money laundering: Ensure you remain alert to the risk of money laundering and assist in the Bank's efforts in combating it by adhering to the key principle s in relation to identifying our customer, knowing our customer, reporting suspicious transactions, safeguarding records and not disclosing suspicions to customers. Support the Business head and Business unit head in driving Operational Risk Framework (ORF) management and compliance effort at the business and unit level respectively. Regulatory & Business Conduct Display exemplary conduct and live by the Group's Values and Code of Conduct. Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct. Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Key stakeholders External Customers: Engagement and relationship management Segment General Managers: Segment collaboration/coaching Branch managers and Team Leaders: Support & partnership to deliver superior customer Investment Advisors and RMs: Experience Other Wealth Specialists: Consultation / advise to customers Country Operations & Technology: Cross sell (based on customer's needs) HR & L&TD: Technology and Operations support on customer requests HR & training matters Skills and Experience Knowledge of insurance products (Life & General) Analytical skills Sales skills Public Speaking - Presentation Client Portfolio Management Collaboration Interpersonal skills Qualifications Education Degree in any Business-related field Certifications Certificate of Proficie

Job Summary Responsible for managing the productivity of collections and recoveries agents by providing direction, instructions and guidance, for the purpose of achieving set targets within policy guidelines and regulations to minimize credit losses. Engaging 3rd party service providers providing collections and recoveries services Maintaining accurate records of customer communication relating to allocated portfolio Training, Monitoring and evaluation of internal recoveries agents and external debt collection agencies Ensuring external debt collection agencies deliver results on allocated portfolio Job Description Key accountabilities/Deliverables/Outcomes Business Management - 30% Manage SME and Consumer business segment collections and recoveries as agreed with the line manager Drive and deliver excellent performance against agreed stretch targets while leading a team Be a contact point for customer escalations on collection and recoveries related matters affecting the team Drive and ensure completion of appropriate and timely collection actions by team in line with broad policy guidelines, collections strategy, process and regulatory requirements to prevent further aging of the credit facilities and prevent deterioration of portfolio Customer Obsession - 20% Support team with correspondences to customer to ensure that the team's collection portfolio operates well and that subsequent action to be taken on the account, if required, are not unduly delayed Embed world class customer service and standards at all times Be the first point of contact/escalation/resolution of customer issues affecting the team. Analyze customer issues, queries, complaints to determine root cause and deliver tactical and strategic improvements to team portfolio People and Teamwork - 30% Provide regular performance related coaching and feedback ensuring a highly motivated and energized team with the capacity of achieving optimal performance levels Monitor team members' participation via real-time call monitoring to ensure the training they are being provided is being put into use, and also to see if any additional training is needed Work with minimum supervision and ensure, that the line reports are kept fully informed always on all matters to be addressed within the team Build effective relationships with branch network and key support functions that will improve overall collections performance Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, and best practice with a view of improving performance Embed performance management and personal development objectives for direct reports by developing and agreeing on individual performance objectives and measures Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development Ensure leave plan for the team is in place and adhered to Controls (Mandatory for all roles) - 20% Ensure that the team delivers on collection control requirements in a robust and rigorous control environment Adherence to banking policies and procedures Ensure operational standards are maintained by team with achievement of high quality, manageable cost and high service level standards Review collections systems to ensure that they are adequately updated by team members with appropriate collection actions and taking necessary actions where this is not adhered to Undertake timely review and actioning of collections daily, weekly and monthly reports on the team's portfolio of credit facilities and take appropriate actions in line with policy guidelines. Identify risks in the collection's environment and drive for effective measures to mitigate the risks Support collections and recoveries to achieve satisfactory audit ratings Role/Person Specification Qualification University degree or equivalent professional qualification High degree of interpersonal skills when dealing with a range of people and situations. A good understanding of Absa Retail Group Credit Policies, collection & recoveries, Policy and collection& recoveries strategy Good knowledge of the general canons of good lending and credit risk assessment Basic knowledge of the bank's customer service standards Understanding of the retail customer proposition and services Understanding of banking and debt management systems Good computer skills and ability to learn new software/applications quickly Knowledge of the Bank's bookkeeping procedures and systems Experience Understanding of the local competitor market Experience in operations management Customer service experience Relationship management experience Basic Risk Management techniques External debt collection agencies operations External vendors engagement model