Job type: Full-time

Contact Center Agent – Fixed Term (1 Year) (16 Position(s))
Job Location: Head Office, Hq
Job Purpose: To serve NMB customers, by determining their needs, answering their enquiries and resolving their problems; To make customer’s banking experiences easier, quicker and more efficient.

Main Responsibilities:

• Handle all customer inquiries and provide prompt, accurate courteous service.
• Convert a complaint / unhappy customer into a loyal satisfied customer with professional and empathetic service recovery.
• Log service statistics, complaints, and inquiries.
• Analyze and close looping of all customer issues (new and existing ones) and establish root cause, present to Contact Centre support officers and/or Team leaders.
• Ensure all complaints are logged in NMB CURE Tool and sent to Customer Experience Business Support; Superb follow-up to fulfill promises made to our customers.
• Ensure compliance with Banking policy, standards, regulations, controls and procedures of the Bank.
• Stay updated on products, policies and workflow procedures and ensure full compliance with operational risks and control.
• Build and reinforce consistency of maintaining the highest level of Customer Experience.
• Work as a team to assist NMB branches and NMB Head Office department, as well as customers, in handling customer queries regarding NMB products and services.
• Obtain and verify information professionally and courteously.

Knowledge and Skills:

• Customer oriented attitude
• Problem solving and resolution skills
• Strong interpersonal skills – written and oral
• Good organizational and teamwork skills
• Ability to work in a fast-paced environment
• Ability to manage a modern, technology-oriented product and provide customers with the knowledge required on applications.
• Familiarity with Microsoft programs, as well as affinity for computers and the ability to quickly and effectively use client specific computer systems and databases to review accounts and update data with accurate information.

Qualifications and Experience:

• Holder of university degree in Business Administration/Social sciences or equivalent qualifications from a recognized higher learning institution.
• Background in Telecommunication industry
• Experience with call center technologies
• Experience working in a Financial/Banking industry is an Asset
• 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: 25-Oct-2024
Job closing date: 08-Nov-2024
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Credit Risk Analyst (1 Position(s))
Job Location: Head Office, Hq
Job Purpose: Responsible for safeguarding compliance in Agribusiness lending practice and assist to limit credit risk exposure to within acceptable parameters with reference to product papers, operating manuals, process flows, policies, procedures, Risk Appetite Statement, Regulatory environment, Environment and Social Impact Management Policy and other respective governance documents per 2nd line of defense point of view.

Main Responsibilities:

• Drive and support the identification, assessing, monitoring, and reporting bank’s Credit Risk relating to Agribusiness and Climate Risk from a second line perspective on a regular basis.
• Perform scheduled and event triggered Agribusiness Credit Portfolio reviews, ensure adequate and effective processes for identification of early warning signs, assess root-cause, engage respective stakeholders, agree remedial actions and timelines.
• In consultation with Line Manager, partnering with the Credit Department, Agribusiness and Credit Environmental and Social Risk segments on Credit Risk matters to ensure business growth is balanced with risk management and controls.
• Ensure adequate and effective controls and processes governing end to end Credit value chain for Agribusiness portfolio.
• Follow-up and engage action owners to ensure timely and adequate closure of all agreed actions/ remedial strategy for gaps identified during reviews such that risk management strategy remain adequate and effective. Escalate deviations to appropriate parties as per ERMF.
• Submission of accurate and timely review reports to Risk Management forums and other stakeholders, highlighting key performance against defined credit quality parameters.
• Adherence to Combined Assurance Plan, Operating model, Annual plan and Credit Risk Strategy in accordance with realization of expected benefits.
• Give inputs and participate in periodic reviews of all Credit and Credit risk related Governance documents including but not limited to Policies, Manual, Risk appetite statement, Combine Assurance Plan, Operating model, Risk Registers, Annual Plan, Credit Risk Strategy, TORs etc.
• Act as a focal person for Credit Risk as a second line of defense to contribute to the development, maintenance, and reporting on climate related Environment Risk Appetite Statement (RAS) toward aligning with NMB’s Sustainability Program in the field of environmental, social, and human rights impact and risk.
• Stand in for your line manager (as the case may be) to ensure support/inputs is provided on additional tasks that are warranted occasionally by management.

Knowledge and Skills:

• Better understanding of the Enterprise Risk Management Framework for the Bank and lines of defence phenomena.
• Desired understanding of Agribusiness dynamics and both existing and emerging Credit Portfolio Risks.
• Good knowledge of agriculture value chains, financing solutions and related macroeconomic trends.
• Broad knowledge of applicable statutes, laws and regulations that govern banking and lending activities.
• Good understanding of Climate Risks Management discipline, Environment & Social regulations (e.g., NEMC/TMDA/) and International Standards and practices)
• Analytical skills, attention to detail, report writing skills, interpersonal and ability to work in interdisciplinary teams.
• Self-motivated, innovative ability to initiate and lead change.
• Excellent communication and presentation skills.

Qualifications and Experience:

• Degree in Banking, Business Administration, Finance, Accounting, Environmental Science, Agri Business or other relevant fields of study.
• Master’s degree is an added advantage.
• A professional certification and/ or proved track of training in Climate Risk, ES&G or Agriculture Value Chain fields.
• Minimum of five (5) years of relevant working experience in Banking Industry especially in Agribusiness, Credit, Project Appraisal, Credit Risk Management, Climate Risk, ES&G or Audit (segments related to the role).

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: 22-Oct-2024
Job closing date: 05-Nov-2024
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Senior Analyst; Governance and Control (1 Position(s))
Job Location: Head Office, Hq
Job Purpose: Being a Risk Champion of all risk related activities within Wholesale Banking as the first line of defense by ensuring that a robust risk framework is in place which safeguards the business and to test and improve controls while identifying emerging risks and drive related actions.

Main Responsibilities:

• In reference to risk framework, ensure business itself stands as a first line of defense to identify, control, manage and monitor to ensure safe and sound operating environment.
• Develop business risk framework aligning to the bank’s main risk framework and ensure enforcement to day-to-day operations.
• Develop and review existing processes, guidelines, and policies to ensure that improvements and Wholesale Banking perspectives are taken into considerations.
• Perform process checks and other surprise checks to business segments to test processes and execution of the processes to detect breakdowns and risks at initial stages which are to be fixed.
• Closely monitor credit portfolio quality in conjunction to policies, risk, covenants, and other metrics to ensure continued improvement of conditions.
• Monitor and report ESG related portfolio conditions performance.
• Stand as a first point of contact to coordinate audits and reviews across the Wholesale Banking function to improve quality of engagement.
• In collaboration with other stakeholders, review and track price bookings against actual term sheets to ensure no revenue leakages.
• Manage risk register of the entire Wholesale Banking business and engage with second line of defense to ensure timely updates and reviews aligning to bank’s processes.
• Perform and engage in various risk and control assessments to improve wholesale response and engagement rate to risk related required actions.
• Report to wholesale management committee and management risk committee on all risk related matters and execute related actions.
• Socialize and plan trainings to the business team to ensure upskilling of the team and emerging risks are being socialized.
• Maintain good relationships with other lines of defense i.e., Risk and Audit to uphold the risk culture.
• Ensure proper documentations of all credit files in line with policy and guidelines to be audit ready at any point in time.
• Share insights of emerging risks in the market and advise the management accordingly.

Knowledge and Skills:

• Deep understanding of risk framework in banking.
• Deep understanding of three key risks areas Credit risk, Operational risk and Liquidity risk.
• Excellent knowledge of banking business with specialization of Wholesale Banking clients.
• Excellent knowledge of ESG financing and monitoring practices.
• Proficient computer skills (Excel, word, power point presentation and access).
• Risk Awareness and assessment.
• Communication skills, both written and oral.
• Ability to work with minimum supervision.
• Presentation skills.
• Strong analytical skills.
• Interpersonal skills.
• Innovative.
• Leadership skills.
• Team player.

Qualifications and Experience:

• Bachelor’s degree in Banking, Finance, or related fields.
• MBA & CPA (T) will be added advantage.
• Minimum of 10 years’ experience in Governance & Controls, out of it 5 being in Credit, Liquidity, Operational and Transactional Risk, Revenue assurance and related controls.

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: 22-Oct-2024
Job closing date: 05-Nov-2024
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Senior Specialist; Data Governance (1 Position(s))
Job Location: Head Office, Hq
Job Purpose: The individual will be responsible for managing end-to-end delivery of data management initiatives and improving data management maturity level of the bank to satisfactory level. The person will also be responsible to improve the data analytics maturity, build data pipelines that facilitate deeper analysis and reporting.

Main Responsibilities:

• Improve the data management practice within the bank to the desired maturity level, by using the DAMA framework.
• Lead data governance initiatives & improve the data governance practice, to ensure compliance with data regulations, policies, and standards.
• Develop metadata solutions in accordance with the metadata management control framework and methodology.
• Develop and implement data management strategies and policies to ensure data accuracy, integrity, and security.
• Drive continuous improvement of data quality and data maturity through the implementation of innovative approaches.
• Create and maintain data documentation, including data dictionaries, business glossary, data lineage and data models, data flow diagrams for efficient data storage, retrieval, analysis, and new products creation.
• Anticipate, identify, and solve issues concerning data management to improve data quality.
• Track and monitor indicators of the quality and performance metrics and ensure compliance with data-related standards and policies.
• Analyze data management systems and processes to identify areas for improvement and implement appropriate solutions.
• Provide technical support and expertise to end-users regarding data management tools and systems.
• Work with architecture and other teams to ensure quality solutions are implemented, and engineering best practices are defined and adhered to.
• Ensure adherence to an enterprise data governance framework for data practices, policies, and standards both at a technical and functional level.
• Enforce data practices as per changing regulatory policies in the enterprise and meet compliance requirements from time to time.
• Serve as a liaison between business and its functional as well as technical areas of the technology and protect the sensitive and confidential data.
• Lead on aligning respective data sharing between enterprise and its clients, vendors, and partners.
• Stay up to date with industry trends and best practices in data management and recommend innovative approaches to improve data management processes.
• Identify the new business opportunities with the use of data assets to achieve efficiency and represent the data as the business asset.
• Work with analytics tools that utilize the data pipeline to provide actionable insights into operational efficiency and other key business performance metrics.
• Advise on the best tools/services/resources to build robust data pipelines for data ingestion, connection, transformation, and distribution.
• Perform deep-dive analysis including the application of advanced analytical techniques to solve some of the more critical and complex business problems.

Knowledge and Skills:

• An understanding of data management practice & DAMA framework.
• ETL, Data warehouse & BI.
• Excellent verbal and written communication skills.
• Analytical skills.
• Team player; Result oriented.
• Leadership skills.
• Interpersonal skills.
• Project management skills.
• Strong problem-solving and critical-thinking skills.
• Ability to influence and drive change in a complex organizational environment.
• Proficient in the following data skills/techniques – Business Process Modeling, Data Profiling, Metadata management, Data Lineage, Data Security/Privacy, Master Data Management.
• Ability to adapt to changing technologies and evolving data management practice.
• Attention to detail, sense of urgency, and commitment to deadlines.

Qualifications and Experience:

• BSc in Computer Science, Computer Engineering, Data science or relevant field.
• Certification in data management or related areas (e.g., DM-BOK, CDMP, etc.) is a plus.
• 3 years’ work experience in data governance and/or data management related role.
• At least 5 years of experience in data modeling, database design/data warehouse and business intelligence.
• Advanced level proficiency in Structured Query Language (SQL).
• Strong commitment to data quality, accuracy, and integrity.
• Proven experience in designing and implementing data management project using the DAMA framework (3 or more years in similar or related roles).
• Proven work experience as a Data Architect, Data Scientist, Data Analyst, or similar role.
• Command of data governance and data management best practices, tools, disciplines and business and technology issues related to management of enterprise information assets, and approaches related to data protection.
• Experience working with tools used to support data management.

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: 24-Oct-2024
Job closing date: 07-Nov-2024
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