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Vacancies (4)

Contact Centre Team Leader (2 Position(s))

Job Location :
Head Office, Hq
Job Purpose:
Contribute to the growth of the bank by supporting ways to provide the world-best service, implementing strategic initiatives and effective resource management of the Contact Centre through leading, coaching, and mentoring the Contact Centre team, administration, and maintaining Head Office receptions (Head Office ground floor and all floor receptions).
Main Responsibilities:
  • Ensure all staff are meeting or exceeding performance expectations and support staff to deliver exceptional and professional service.
  • Delivery of Contact Center services and ensuring that quality assurance, compliance, regulatory, and legal obligations are met across all interactions in all shifts.
  • Embed a performance culture, framework and review processes to achieve All set KPI's.
  • Drive an excellent customer experience through improving first contact resolution and satisfaction while driving a significant reduction in complaints and repeat calls.
  • Accountable for the mitigation of the Contact Center unit risk profile as well as implementing sound governance and compliance processes.
  • Ensure staff adherence to set targets and appropriate call handling
  • Work with Manage Contact center to ensure a proper forecasting, planning, scheduling, monitoring and reporting shift pattern and performance.
  • Ensure Receptionists deliver a consistently exceptional customer experience, identify opportunities to introduce products and services relevant to customers' expectations and needs.
Knowledge and Skills:
  • Knowledge on managing customer's complaints.
  • Contact center monitoring tool and techniques
  • Committed to achieve excellent.
  • Excellent coaching skills.
  • Excellent prioritization skills.
  • Customer-oriented attitude.
  • Problem-solving and resolution skills.
  • Very good Computer skills (Word, Excel, Database management).
  • Strong Interpersonal skills - written and oral.
  • Ability to work in a fast-paced environment.
  • Work well in a team environment.
  • Ability to manage a modern, technology-oriented product and provide customers with the knowledge required on applications.
  • Good teamwork skills, as this position requires working closely with other team members to ensure that the daily workload is completed.
Qualifications and Experience:
  • Bachelor's degree in business administration or computer science or equivalent qualifications from a recognized higher learning institution.
  • Contact Center Management certificate will be an added advantage.
  • Strong Background in a contact center in the telecommunication or financial industry and ready to work in shifts. ( morning, late and night) This is essential
  • Experience with call center technologies, i.e. workforce management, quality monitoring, social media listening, social media Management. Inbound/ outbound call management.
  • Experience with call center operations
  • Experience in managing social media channels.
  • Strong background on forecasting, planning, scheduling and monitoring.
  • 3 years' experience working in a Financial/Banking industry or telecommunication industry.
  • Proven sales, cross-selling, and up-selling experience

    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 : 21-Feb-2024
Job closing date : 06-Mar-2024

Physical Channels Distribution Manager (1 Position(s))

Job Location :
Head Office, Hq
Job Purpose:
To ensure the Bank meets its physical channel distribution strategies through analysis and proposals on investment options, developing criteria-based distribution, maintaining Bank's competitive coverage, protection of business interests in similar projects and leases and execution of physical channel projects in a controlled environment.
Main Responsibilities:
  • Research and plan new distribution options of physical channels through redesign, twists and hybrids to achieve cost-efficiency, flexibility, and specialization.
  • Support branch network needs of physical channels in bridging the gap in the markets for solutions such as teller CCP, Mineral markets, Bureau de Change, or ATM placements; OR establishing needs for either branch relocation, expansion, renovation, closure, etc.
  • Protect Retail's interest as sponsor of physical distribution projects by ensuring project's business scopes are planned by retail itself and completed successfully within the defined time, quality, cost constraints and scope.
  • Responsible for compliance of physical channels based on Regulators Requirements (BoT, OSHA, Tarura, etc) during scoping as well as in approval seeking and reporting
  • Determine type of operations and resources necessary for new type of physical channels; including development of their Manuals/ Guides
  • Develop branch grading based on performance and channel criteria
  • Active participation of day-to-day physical channel projects as a Business liaison to Procurement, Facilities, and other project teams; in areas of site visit prior to engagements, agreements, approvals of drawings and resources, information flow to and from beneficiaries (zone/branch), workstreams committees, and inspections.
  • Evaluate and monitor performance of established physical channels and write a plan for efficient and profitable mode of operations through staff planning, change of location, change of contractual terms such as rent or space, etc.
  • Maintain and update the following records physical channel Dashboards, Registers, and progress and performance reports.
  • Conduct quality assurance to the delivery physical channels projects against agreed business requirements and value for money
  • Responsible for physical channel readiness for Business Continuity during incidences like demolitions, termination initiated by landlord, major renovations, etc.
  • Respond and advise on all (both internal and external) queries or proposals related to distribution of physical channels.
  • Manage highly professional relationships with landlords, consultants, and key regulators.
Knowledge and Skills:
  • Understanding of Business cases and projections; physical investment choices; Operational costs, and project management and evaluation.
  • Influencing, Assertive and Collaboration skills
  • Proactive, creative, and highly solution-oriented
  • Critical analysis skills
  • Brilliance in MS Office especially MS excel and PowerPoint.
Qualifications and Experience:
  • Bachelor's Degree in Project Management or related disciplines.
  • An academic qualification (degree, advanced diploma, diploma, or certificate) in Quantity surveying is highly an added advantage.
  • At least 2 years' experience in relevant field.


    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 : 15-Feb-2024
Job closing date : 29-Feb-2024

Senior Specialist; Learning & Talent Development (1 Position(s))

Job Location :
Head Office
Job Purpose:
Partner with HRBPs to support the analysis, scoping of development needs, identify solutions, monitor, and evaluate different learning solutions put in place.
Main Responsibilities:
  • Prepare consolidated HQ/Zonal training plans, training needs assessment and training budgets.
  • Support stakeholders by providing various training programs options and use of NMB e-learning portal.
  • Analyze HQ/Zonal training needs as submitted by HRBPs and guide them in accordance with NMB training policy and procedures.
  • Evaluate each training program conducted and submit a detailed report on the successes, challenges, and recommendations from the training.
  • Prepare and submit timely monthly, quarterly, and annual training reports and prepare proposals for the purpose of documenting activities and providing references.
  • Work with L&TD and HR administration to facilitate training logistics including movement of leaners, trainers, and training materials for zonal & HQ trainings.
  • Monitor and report on utilization of the training budget and provide recommendations according to the training budget allocated by management.
  • Partner with HRBPs to support the analysis and scoping of the Learning and development needs for all staff working in the branch network & HQ.
  • Partner with HRBPs in facilitating employee engagement activities which impacts positively the business and individual employees e.g., interdepartmental rotations, attachments and other on job trainings.
  • Oversee the implementation of the development activities in line with strategic HR projects
  • Ensure the quality of learning solutions is adhered to in different delivery channels (classroom, online, social, podcasts, webinars)
  • Ensures data integrity and adherence in report generation both for L&TD and management use.
  • Identify process improvement areas and draft plans for change implementation.
  • Perform periodic course reviews based on identified gaps in either design process, evaluations, or changes in the business.
  • Assessment of off the shelf solutions delivered or partnered with third party.
  • Facilitation/delivery of training solutions (classroom)
  • Develop talent development tools to help HRBPs identify talents within their respective portfolio.
  • Ensure implementation of Personal Development Plans (PDP) for all identified talents and staff identified for succession planning.
  • Verify programs' agreed objectives, assessments, and outcomes for both online and classroom programs.
  • Liaise with HRBPs to ensure that compulsory trainings (online, certification & class) are done as per employees KPIs.
  • Exercise closer partnership with HRBPs in ensuring understanding of the critical development needs identified and be able to recommend appropriate learning solutions/interventions.
  • Work together with Subject Matter Experts (SMEs), internal trainers, HR and the business as a whole to deliver exceptional performance.
  • Provide leadership to volunteer trainers and ensure development and delivery of quality programs.
  • Responsible for coordination of bursary scheme for each respective portfolio
  • Responsible for arranging and reviewing of the contents/presentation/ materials for induction programs and confirm availability of presenters/trainers.
  • Responsible for coordination of all HR youth initiatives.
Knowledge and Skills:
  • Knowledge of HR metrics and reporting formats
  • MS excel and any other data analysis tools (e.g., SPSS)
  • Monitoring, assessments, and evaluation
  • Business acumen
  • Impeccable confidentiality and integrity
  • Customer focus
  • Project management
  • Strong verbal and written communication skills.
  • Coaching and presentation skills
  • Organizational skills
  • Facilitation skills
  • Stakeholders' management
Qualifications and Experience:
  • Bachelors degree in HR Management, Social Studies, Political Science, or related field of study. Specialization in learning and talent development will be an added advantage.
  • Train of Trainers' course certification is a must have.
  • A professional certification in learning & talent development is highly recommended.
  • Minimum of 4 years' experience in HR practice/L&T D/trainings or in a similar position.

    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.
Job opening date : 12-Feb-2024
Job closing date : 26-Feb-2024

Specialist; Life and Medical (1 Position(s))

Job Location :
Head Office
Job Purpose:
Responsible for the implementation of the Sales Strategy and providing insurance technical skills for Bancassurance business on life and medical and the overall performance of the bancassurance business at large.
Main Responsibilities:
  • Develop Insurance products and sales strategy of Life and medical insurance products.
  • Underwriting and assist claim management on all life and medical insurance products.
  • Develop products, process, and procedures for all the life and medical insurance products.
  • Maintain Life and medical insurance business portfolio to safeguard the interests of the customers and the bank.
  • Reconciliation of premium collection GLs to ensure all collected premiums are remitted as per SLA with the insurer.
  • Oversee the embedded life insurance product portfolio and ensure all products subjected to Insurance have a cover and working properly.
  • Ensure collection of commission from insurers are collected and timely posting to respective commission GLs.
  • Ensure relationships with customers, branch, and other stakeholders internally and externally are well managed.
  • Manage all risks related to Life and medical insurance product.
  • Prepare and coordinate capacity building to NMB Staff e.g. SP, RO, MCE, RM etc. regarding sales technical and product awareness through ongoing coaching and mentoring.
  • Ensure compliance on regulatory requirements are adhered with Bancassurance regulations both underwriting, claims management and customer protection Act.
  • Proactively identify on life and medical business opportunities available in the market and how to bring new business.
  • Co-ordinate training on Life and medical insurance products
  • Assist on preparing marketing and training materials for life and medical products.
  • Provide support to auditing activities and responding on the findings and ensure all findings are closed timely.
  • Ensuring business retention i.e., Timely renewal processing and follow up.
  • Provide support to the network on all Life and Medical Insurance issues.
  • Supporting claim management by following up with the insurers on all pending claims and ensure timely settlement.
  • Monitor performance of new products and provide progress reports.
  • Drive unit strategic plans to ensure the bancassurance budget is met.
  • Proactively identify sales prospects and conduct business development activities.
  • Identify and analyze customer preferences to properly direct sales efforts per product.
  • Responsible for underwriting and issuing of quotations when needed from the Bancassurance system and Insurer.
  • Provide technical support to the branches including issues related to the Bancassurance System.
  • Drive sales and promotional campaigns across the network in line with the Bank's policies and procedures.
  • Responsible for managing customer queries/complaints regarding Life and medical business for prompt solutions.
  • Ensure compliance to Bancassurance regulations across the network.
  • Prepare consolidated reports and share in daily, weekly, monthly, and quarterly basis.
Knowledge and Skills:
  • Comprehensive knowledge on Insurance
  • Knowledge on banks products
  • Good understanding of legislation related to bancassurance and bank as whole.
  • Greater understanding of product life cycle.
  • Strong analytical and numerical skills
  • Good interpersonal and networking skills
  • Good marketing skills
Qualifications and Experience:
  • Bachelor's degree in Insurance business, risk management or related fields.
  • A Master's Degree/Post graduate in risk management and insurance business or business fields will be an added advantage
  • Any certification course or training in risk management and insurance business is an added advantage.
  • A minimum of 3 years of working experience in insurance business with a reputable company.
  • Underwriting claims and sales experience on insurance products.

    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.
Job opening date : 14-Feb-2024
Job closing date : 28-Feb-2024
Position(s)