Vacancies
(5)
Contact Centre Trainer (Fixed term -3 years) (1 Position(s))
Job Location :
Head Office, Hq
Job Purpose:
Design, implement, and deliver comprehensive training programs for Contact Center staff, ensuring they have the necessary skills, knowledge, and tools to provide exceptional customer service. The trainer will play a key role in enhancing employee performance, product knowledge, and adherence to regulatory and service standards within the banking industry.
Main Responsibilities:
Design and deliver engaging onboarding training programs for new hires to facilitate a smooth and effective transition into the contact center team.
Develop, maintain, and update training materials, including manuals, presentations, and online resources, to align with current banking products, services, and policies.
Conduct ongoing coaching and refresher training sessions to address skill gaps, enhance product knowledge, and maintain service excellence across all contact center teams.
Implement tailored training programs for specific teams (e.g., sales, complaints, or support teams) based on their unique needs and performance requirements.
Assess the training needs of contact center staff through performance data analysis, feedback surveys, observation and quality audits.
Collaborate with team leaders and managers to identify areas for improvement in employee performance and implement targeted training interventions.
Monitor the effectiveness of training programs through evaluations, feedback analysis, and quality assessments to ensure desired outcomes are achieved.
Ensure that all contact center staff are trained on and comply with all relevant banking regulations, data protection policies, and risk management standards.
Stay abreast of any changes in regulations and incorporate them into training programs as necessary.
Act as a mentor and resource for employees to enhance their skills, address challenges, and foster professional growth.
Cultivate a positive and engaging learning environment that encourages staff participation and development.
Knowledge and Skills:
Strong customer service orientation and a passion for improving customer experience.
A development partner who possesses coaching qualities including positive attitude, ability to motivate and influence others, a trusted and supportive individual, Patient, observant and respectful problem solver.
Ability to identify realistic and clear learning requirements from individual interactions and observations.
Ability to build rapport and maintain positive relationships with trainees and stakeholders.
Ability and willingness to coach and mentor others
Ability to collaborate effectively with other team members and stakeholders.
Strong understanding of adult learning principles and evolving learning and instructional design methodologies.
Ability to monitor training quality, outcomes and impacts to employees and business
Excellent communication, presentation, and interpersonal skills.
Strong organizational, time management, and problem-solving skills.
Ability to work independently and as part of a team.
Ability to design, develop, and deliver engaging and effective structured and non-structured learning solutions.
Qualifications and Experience:
Bachelor's degree in business studies, education, communications, or a related field.
Minimum 3 years' experience in delivering customer experience or contact center learning solutions.
Certificate of Training or Coaching is an added advantage
Proven experience as a Contact Centre Trainer or a similar role in a customer service environment.
Experience in crafting activities and delivering both indoor and outdoor learning activities including team building.
Experience with learning management systems (LMS) is a plus
NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.
NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacted.
Job opening date :
14-Feb-2025
Job closing date :
03-Mar-2025
Manager; Trade Operations (1 Position(s))
Job Location :
Head Office, Hq
Job Purpose:
Responsible to manage and lead the Trade Operations team, drive a high-performance culture, managing productivity, creating efficiencies, ensuring that the trade teams deliver quality service to all stakeholders & clients and within Compliance and Regulatory requirements.
Main Responsibilities:
Drive, structure and manage bank's trade finance portfolio specializing on Off Balance sheet contingent Liabilities on approved sectors.
Collection of fees and commissions for all Transactional Banking/non-funded products which are processed.
Support business units (BM,RM,RO'S) in planning, implementations, governance and control strategies to optimize Trade Finance expertise and products available within the bank.
Manage and monitor team workflow at the bank network in line with agreed targets and controls in place.
Review and process trade finance transactions such as Export Letters of Credit, Import Letters of Credit, Documentary Collection, Bills Avalization, Guarantees, Standby Letters of Credits and Trade Loans etc.
Support Trade Finance unit to create a suitable structure for the best trade finance products, process and procedures including an end-to-end process flow between the front office and back-office functions.
Manage the operational risk of the department to avoid operational/ reputational losses and ensure understanding and full compliance of bank's procedures and practices.
Develop & implement Service Level Agreements (SLAs) with internal departments/ units to achieve improvements in turnaround time (TAT) with respect to processing transactions for the respective divisions/departments.
Prepare and manage Branch trade-finance activities including Staff training, Activations Workshops and Branch visits
Participate in regional trade finance activities including transactions structuring such as CMA products, syndication files and financial institutions/cross border transactions.
Manage the performance of team members, develop and implement training and development plans to ensure their performance is aligned with business & organizational goals and objectives.
Create quarterly and monthly plans to ensure delivery on objectives for the year
Escalate out of budget items higher than approved mandate to the next level manager
Knowledge and Skills:
Understanding of Trade Finance deals process flow and rationale behind the procedures.
Good understanding of international uniform rules that govern trade products ie. Letter of credits – UCP 600, Demand Guarantee – URDG etc.
Ability to manage the complexities of international trade operations in a multi-party transactional environment
General understanding of legal requirements in terms of Trade Products and the implications thereof.
Knowledge of regulatory requirements i.e. Sanctions policy, Exchange Control Rulings and Policies, Trade Finance Standard Policy
Know Your Customer-KYC and Customer Due Diligence
Ability to work with people from different backgrounds in a team environment
Ability to build working relationships with clients, product, operations, coverage and technology staff
Excellent client communication skills and a strong ability to build client relationships.
Enthusiasm and strong desire to work in operations
Must be attentive and responsive to client needs
High level of accuracy and attention to detail is required
Qualifications and Experience:
Bachelor's Degree in Finance/Accounting/Tax or related field
Certification in Trade Finance – CITFCPA/CPB will be an added advantage
At least 3 years' experience in Trade Finance
Banking Operations preferably payments
Experience in transactional Monitoring & Financial Crime is an added advantage
NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.
NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacted.
Job opening date :
11-Feb-2025
Job closing date :
25-Feb-2025
Project Manager (Fixed term – 1 year) (1 Position(s))
Job Location :
Head Office, Hq
Job Purpose:
Responsible to ensure the bank's strategic construction projects are delivered within specified timelines, budget, scope and quality specifications.
Main Responsibilities:
Define project scope, objectives, approach, controls, acceptance criteria and deliverables that support business goals in collaboration with senior management through organization of project definition workshops and subsequent production of the project initiation document.
Develop project plans with a comprehensive list of all envisaged activities, milestones, deliverables and their corresponding ownership.
Facilitate definition and approval of business requirements
Facilitate development and approval of business cases
Estimate resources, budget and participants required to achieve project goals and motivate for their allocation
Serve diligently as chairperson of the project working committee and secretary of the project steering committee for all designated projects
Direct and motivate the project team
Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion
Set and continually manage project expectations with team members and other stakeholders.
Manage project risks, issues, dependencies and assumptions by ensuring proper recording, assignment of ownership and timely escalation to appropriate level of management where necessary
To enforce all provisions for quality assurance in the project contract including timely issuing of formal warnings to contractors, consultants and sub-contractors as well as timely termination of contracts in the event of extreme under-performance
To prepare and enforce a site inspection schedule
Facilitate a project closure workshop and ensure lessons learned are identified and used to improve future practices
Develop and agree with relevant stakeholders on an appropriate project benefits management framework and subsequently oversee a smooth handover of the framework to the designated benefits manager
Ensure an effective maintenance and support model is established and handed over to those responsible for subsequent day to day management of completed project outputs
Produce the project closure report and secure its approval from relevant executives.
Knowledge and Skills:
Advanced understanding of buildings construction best practices and methodologies.
Ability to communicate effectively with top management while presenting progress status, risks, issues or when motivating for project resources
Analytical and problem-solving skills
Flexibility.
Persuasive, encouraging, and motivating.
Stakeholder engagement.
Strong interpersonal and communication skills.
Tech Savy skills.
Customer service skills.
Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.
Qualifications and Experience:
Bachelor's degree in Architecture, Quantity Surveying and Civil Engineering OR Post graduate qualifications in Construction Project Management or Building Economics
Experience at working both independently and in a team-oriented, collaborative environment is essential.
At least 5 years' experience in management of construction projects.
NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.
NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacte
Job opening date :
13-Feb-2025
Job closing date :
27-Feb-2025
Senior Manager; Credit Risk (1 Position(s))
Job Location :
Head Office, Hq
Job Purpose:
Responsible for Retail Banking portfolio in safeguarding compliance in lending practice and assist to limit credit risk exposure within acceptable parameters with reference to Enterprise Risk Management Framework (ERMF) per 2nd line of defense point of view.
Main Responsibilities:
Drive and support the identification, assessing, monitoring, and reporting bank's Credit Risks relating to Retail banking business segments from a second line perspective on a regular basis.
Facilitate scheduled event triggered respective Credit Portfolio reviews, ensure adequate and effective processes and procedures for identification of early warning signs, assess root-cause, engage respective stakeholders, agreed remedial actions and timelines as well as ensure closure of agreed remedies.
Update and monitor credit-risk related key risk registers, KRI, testing of controls by designated risk champions (RCSA), validating control test results from a second line control perspective (Conformance Review) and channeling feedback to appropriate parties.
Lead the Credit Risk assigned staff, while managing their performance, develop and implement training and development plans per HR policy, to ensure performance is aligned with business goals and objectives.
Drive and support the identification, assessing, monitoring, and reporting bank's credit risk environment from a second line perspective on a regular basis.
Perform scheduled and event triggered Branch reviews and to identify early warning signs prompt, assess root-cause, engage respective stakeholders, agreed remedial actions and timelines. This will include end to end credit process/ functions relating to assigned portfolio as per Credit Risk Annual plan, Strategy and Combined Assurance Plan
In consultation with other stakeholders, conduct thorough performance reviews of all credit related products within assigned portfolio and present comprehensive report to right forums on prompt manner.
Follow-up and engage action owners to ensure prompt and adequate closure of all agreed actions/ remedies such that risk management strategy remain adequate and effective. Timely escalate deviations to right forums for right decisions and enhanced oversight.
Give inputs and take part in periodic reviews of all Credit and Credit risk related Guiding documents including but not limited to Policies, Manual, Risk appetite statement, Combined Assurance Plan, Operating modal, Risk Registers, Annual Plan, Credit Risk Strategy, TORs etc.
In consultation with Head Credit Risk, partnering with the Credit Department and assigned Business Segments on credit risk matters to ensure business growth is balanced with risk management and controls.
Establish adequate/effective controls and monitoring processes for end-to-end collateral reviews and management process to ensure proper management of the same as fallback position for credit facilities.
Help Head Credit Risk to ensure submission of correct and prompt reports to Risk Management forums and other stakeholders (within agreed/ specified timelines), highlighting performance against defined credit quality parameters. Review reports, RCC, MARCC, BARCC and other required reports and submissions.
Be a credit risk champion in assigned business segments process and projects related activates and ensure Credit Risk interest is well considered. Give feedback to Head Credit Risk from time to time to ensure sufficient alignment.
Develop, implement, and check the Unit's business plans, BSC, and ensure PMS and staff welfare including leave management are observed sufficiently as per HR policy.
Support stakeholders to adhere to bank's lending guiding documents through coaching/knowledge sharing to reduce/manage credit risk through booking credits according to approved limits, pricing, tenors, security documents etc.
Ensure approval terms both precedence and subsequent are adequate, effective, monitored and complied with clear oversight by management. This will include exceptions granting process.
Provide motivational and inspirational leadership to the team and communicate clear performance expectations. Identify skills gaps and ensure proper training, coaching and mentorship programs.
Monitoring, measuring and reporting about the efficacy of the bank's credit risk internal controls. including showing clear lines of accountability and authority to ensure an effective credit risk management process.
Stand in for Head Credit Risk (as the case may be) and ensure all other tasks assigned from time to time are delivered prompt and adequately per expectation of management.
Knowledge and Skills:
Extensive knowledge and experience on Retail Banking Credit products such as consumer products, digital loans, micro lending MSEs etc.
Wider understanding of the Enterprise Risk Management Farmwork for the Bank and lines of defence phenomena.
Desired knowledge on entire credit activities value chain (especially for Retail Banking Credit Products) including but not limited to Origination, Appraisal, Approval, Documentation and limits capturing & maintenance, monitoring, Special assets Management.
Desired knowledge in the multisectoral aspects and key Risks within assigned portfolio including concentrations, structural and other dynamics.
Excellent knowledge of banking operations and financial markets in Tanzania and other interrelated counterparties including applicable statutes, laws, regulations, and guidelines that guide banking and lending activities.
Strong computer skills proficient in outlook, word, excel and power point presentations.
Managerial and leadership skills (Analytical, Conceptual and resourcefulness)
Strong interpersonal and networking skills for both internal and external stakeholders.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Qualifications and Experience:
Degree in Banking, Business Administration, Accounts and Finance, Accounting, Commerce, or Economics or other relevant fields of study.
Master's Degree will be an added advantage in the related fields.
Minimum of Eight (8) years' working experience in Banks and financial Institution or any closely related environments.
At least five (5) years in Credit Risk Management, Branch network/Retail banking and Auditing
Experience in credit process and product formulation, Risk Register formulation.
NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.
NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacted.
Job opening date :
17-Feb-2025
Job closing date :
03-Mar-2025
Specialist Employee Relations (1 Position(s))
Job Location :
Head Office, Hq
Job Purpose:
To create and promote people practices which assist in developing and maintaining positive working relationships between the organization and its people.
Main Responsibilities:
Support the Head HR; Employee Relations to investigate and resolve day to day employee relations issues, either directly or through advice to Line Management, and prepare briefing papers as required.
Advise the Human Resources team, Line Managers and staff in dealing with employee relations issues and maintaining good relations.
Facilitate and maintain a good working relationship with trade unions and employee representatives
Facilitate meetings with Employee's Representatives and follow up on actions emanated from such engagements for closure.
Support the development and promotion of HR Policies, employee relations programs and/or interventions.
Ensure proper interpretation, implementation and consistent application of HR Policies and labour legislations to all employees to ensure fairness to both the bank and employees.
Conduct investigations in people-related cases and provide recommendations to leadership.
Handle disciplinary cases, grievances and conflicts resolutions in line with the bank's policies and Labour Legislations.
Produce reports on employee relations trends or activities monthly, quarterly and/or as required.
Represent the bank in CMA cases when there is a need to do so.
Ensure compliance with labour legislations.
Knowledge and Skills:
Understands and demonstrates knowledge of employment laws, rules, regulations, principles, and good practices related to employee conduct, performance, and dispute resolution.
Ability to build trust and positive working relationships.
Problem solving, conflict resolution, complaint investigation, policy interpretation.
Experience with exposure to sensitive information, and ability to maintain confidentiality and a high level of integrity.
Ability to remain respectful, empathetic, and diplomatic in the face of difficult and uncomfortable situations and conversations.
Good interpersonal, written, and verbal communication skills in English and Swahili.
Ability to anticipate and identify legal issues and long-term implications of people related decisions.
Excellent judgement and discretion
Organizational skills, with attention to details.
Analytical skills
Negotiation skills
Basic Computer literacy
Qualifications and Experience:
Bachelor's degree in Law, Industrial Relations, Human Resources Management, Organizational Psychology, or related fields.
Postgraduate qualifications in Law, Mediation and Arbitration will be an added advantage.
At least 3 years of working experience in Employee Relations in medium size to large organization(s).
NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.
NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacted
Job opening date :
14-Feb-2025
Job closing date :
28-Feb-2025
Position(s)