Job Opportunities at La Fayette Microfinance Bank Limited

Main Purpose of the Position

• The Head, Alternative channels is responsible for the management of all distribution channels asides the branch network.
• These include the e-commerce value chain, overseeing the various parties involved (Issuer, Acquirer, Switch, Processor, Terminal Owner, ISO etc.) as well as the specific role each plays in assuring transaction success. It also includes the development and management of an agency banking network.
• The incumbent oversees the income generating points, as well as the specific bank charges (interest, fees, commissions, default charges etc.) at various points in the value chain for various electronic transactions.

Essential Job Duties
E-Commerce & Strategy Development:

• Applies knowledge of e-commerce value chain while engaging various parties involved in all e-banking transactions within and outside the Bank
• Prioritises channel characteristics by how well they help the Bank meet channel objectives and desired customer experience
• Develops strategies that utilises self-service banking technology/products/services to expand the Bank’s geographic reach and customer base
• Develops channel strategy in order to increase the Bank’s market share

Business Planning:

• Understands the bank’s vision and strategic direction
• Undertakes Research and Analysis to understand implications for institution's business planning and advice management
• Implements the business planning process and ensures strategic plan objectives are cascaded into departmental business objectives

Customer Service & Management:

• Creates and implements channel strategies for all customer segments to achieve effective channel use, sales and customer satisfaction targets, operational efficiency and a seamless product and relationship experience for customers
• Prioritizes work to ensure availability to assist sales team
• Demonstrates deep knowledge of product features and services and usability.

Product Development & Continuous Improvement:

• Enhances and upgrades existing products and services to include but not limited to internet banking, telephone banking and mobile banking
• Provides input into product development from experience and information gathered from sales support engagements
• Implement new business development and new product performance measures (scorecard) to track and monitor e growth and product performance
• Contribute to the identification of opportunities for continuous improvement of new products implemented
• Provide assistance towards development and implementation of policies and processes to support business planning within the institution.
• Ensures operational ramifications are considered in new product launches or in alterations of existing products.
• Facilitate the development of policies and processes to support implementation of new products within the bank
• The role and tasks will evolve with the growth of the organization.

Qualification/Education

• Minimum of Master's degree in Computer Science, Business Management or related discipline. Related professional qualification is an advantage.  

Work Experience:

• At least twelve (12) years work experience in solution delivery, digital financial services, Business Development and Financial Inclusion of which five (5) must be in supervisory role.

Skills:  

• High-level proficiency in written and spoken English; good knowledge of word processing; proven spreadsheet skills; good interpersonal relations and negotiation skills.
• Solution sales qualified
• Enterprise Software background and knowledge of Microsoft solutions is required
• Ability to develop long-term strategic and executive-level relationships
• Exceptional analytical and strategic thinker, creative problem solver, resourceful, able to initiate change and motivate innovation and creativity, employing strong time management abilities.

Main Purpose of the Position

• The Partnership Officer is responsible to provide full support to the Partnership Team in securing and ensuring a continued and growing partnering

Essential Job Duties

• Develops and implements a Partnership Strategy that supports the bank’s Strategy and that ensures the very best of relationships with partners, clients and stakeholders.
• Ensures that all team members understand the importance of the Partnership Strategy and how it relates to them, and that they are fully involved in its implementation.
• Ensures excellent relations with key partners, and put in place systems that maintain them.
• Ensures effective engagement of strategic partners.
• Maintains a database of information relating to Partners such other details as are relevant to the development and maintenance of those partnerships.
• Coach the CSS and TLs on how to conduct performance meetings; participate in some of them in order to gather feedback.
• Develops and manages Memorandum Of Understandings as may arise from partnerships
• Perform detailed desk research on potential partners.
• Creating the proposals and presentations to enable partnership opportunities.
• Following-up on conversations and processes.
• Identifying best practices and incorporating new ideas for partnership building.
• The role and tasks will evolve with the growth of the organization.

Qualification/Education

• Minimum of B.Sc,  HND or PGD in Social Sciences, Management Sciences, Engineering or Arts.  
•  MCIB is an advantage.  

Work Experience:  

• At least two years work experience as a staff of Advans La Fayette MFB with satisfactory rating in last appraisal (internal) or at least two years work experience as a partnership officer in a financial institution.

Skills:  

• High-level proficiency in written and spoken English; good knowledge of word processing; proven spreadsheet skills; good interpersonal relations and negotiation skills.

Personal Traits:  

• Tactfulness; self-disciplined; resolute and Value driven.
• Pragmatic and meticulous in processes and procedures; Ability to relate effectively across different levels of authority.
• Time conscious and purposeful.

Main Purpose of the Position

• Call Center Supervisor help train and motivate and supevise call center representatives as they answer questions, handle complaints, and provide support for clients.
• They monitor representative progress, and coach them to cultivate the knowledge and skills to provide excellent service to customers.

Essential Job Duties

• Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.
• The role and tasks will evolve with the growth of the organization.

Qualification/Education

• Minimum of B.Sc or HND in Social Sciences, Management sciences, Engineering or Arts.  
• Certification in Customer Service is an advantage.  

Work Experience:  

• At least five (5) years work experience as a call centre agent / team leader.

Skills:  

• High-level proficiency in written and spoken English; good knowledge of word processing; proven spreadsheet skills; good interpersonal relations and negotiation skills.

Personal Traits:  

• Tactfulness; self-disciplined; resolute and Value driven.
• Pragmatic and meticulous in processes and procedures; Ability to relate effectively across different levels of authority.
• Time conscious and purposeful.