The role's primary purpose is to maintain and uphold high operational, control, audit, and compliance standards in loans booking and processing, ensuring adherence to all KYC requirements in every transaction. This position aims to eliminate errors, operational losses, and fraud while strictly observing all laid down processes and procedures.
Key Accountabilities (Duties and Responsibilities)
Internal Business Processes (80% Weighting)
Process all received loans with 100% accuracy within the set Turnaround Times (TATs). Escalate items requiring longer processing times promptly.
Action instructions within the stipulated TAT and provide constant feedback. For items needing further approvals or information, provide immediate feedback to prevent customer complaints.
Handle loan queries from various business units, review them promptly, and if intervention from the Temenos team is required, provide feedback with tentative solution timelines and regular progress updates.
Assist in various projects and tests requiring confirmation of system capabilities, immediately raising any noted issues for correction before deployment.
Conduct daily review and sorting of items raised in the authorized AA transaction report.
Immediately review, resolve, and provide feedback on items raised by the Credit Admin team concerning cash pool, available commitment, rates, loan status, and other areas.
Support the processing unit when necessary to ensure smooth processing of items.
Conduct daily review of the CRM, ensuring all issues are closed within the stated TAT and escalating items needing more time for closure in a timely manner.
Maintain high standards in customer service by upholding customer confidentiality at all times and adhering to prescribed Customer Service Level Agreements (SLAs) to eliminate complaints.
Ensure customer complaints decline and operational errors and reversals are reduced. Promptly resolve or rectify any delinquencies on facilities arising from internal errors.
Perform weekly filing after ensuring all documents are fully scrutinized and correctly signed off.
Ensure all approval conditions are clearly indicated and correctly signed off in loan processing documents.
Stay up to date with process flows and SLAs, ensuring full adherence. Propose improvements to management when processes can be enhanced.
Maintain a tidy workstation and ensure customer confidentiality is always upheld.
Ensure proper and up-to-date filing of all instructions, communications, and processing documents used for posting.
Help reduce occurrences of operational errors and reversals in loans due to negligence by self and the team.
Help the team achieve a satisfactory departmental audit rating.
Ensure a department customer satisfaction index above 70% with no self-related issues.
Ensure the call abandon rate for self and team is less than 10%.
Identify and close revenue leakage streams.
Ensure 100% collection of revenue as per the bank tariff.
Contribute to business growth by minimizing expenses and collecting all revenue as per the bank tariffs stipulated in loan processing documents.
Undertake any other duties assigned by management, including official duties allocated from time to time in the credit operations department.
Customer (New to Bank) (10% Weighting)
Open 10 new accounts yearly.
Achieve an average minimum balance per month per cross-sell greater than TZS 20M (3%).
Learning and Growth (10% Weighting)
Learn from other department members to ensure proper service delivery.
Assist other staff members to succeed by facilitating, monitoring, and suggesting initiatives.
Achieve at least 40 hours of learning/training through e-learning, internal, and external training activities.
Ensure compliance with the leave policy on block leave and a minimum carry-over of 6 days.
Decision Making Authority: Operational type; Budgetary Control is not specified.
Work Cycle and Impact: Time Horizon: 2 weeks to 1 month; Nature of Impact: Planning.
Core Value Behaviours (Performance Drivers)
Driven: Passionate, bold decision-making, learning from failures, seeking new challenges, appreciating different views, and constantly raising the bar.
Open: Candid, honest, and transparent interactions. Listening to each other and clients, being inclusive, and always respecting each other.
Responsive: Proactive, acting quickly and resolutely to deliver results, prioritizing customers’ interests, keeping it simple, and seeking new ways to improve.
Trusted: A trusted partner doing what is morally right, keeping our word, and being accountable while believing in each other.
How to Apply
To submit your application, please follow the link provided below.