May 7, NCBA Regional Manager Jobs in Kenya

Job Purpose Statement

The purpose of the role is to provide leadership to the regional teams to ACQUIRE, GROW & RETAIN B2C

customers (merchants). The role will guide and manage internal and external teams to meet set volume,

value & brand targets. The role is customer facing and leverages business insights gained from the market to improve our value proposition delivery. The role offers support to B2B customers as well.

Key Accountabilities (Duties and Responsibilities)

Financials

The ability to manage the sales process from lead

generation to close, including tracking customer

interactions and sales metrics, managing sales pipelines, and identifying opportunities for upselling and cross-selling.

The ability to establish and maintain positive relationships with customers, including identifying their needs and expectations and developing personalized strategies to meet those needs.

The ability to use insights and information to improve the customer experience, by developing customer acquisition and retention strategies suitable for the organization.

Provide leadership to deliver the Regional acquisition target (merchants).

Deliver a plan to ensure growth in Transactions &

Transaction value.

Deliver a retention plan to ensure no loss of acquired merchants

Manage & optimise the cost of acquisition.

Consolidate & manage regional spend/financial budgets according to agreed guidelines for all approved activities.

Internal business processes

Ability to effectively manage and optimize the sales process at scale.

Optimise the distribution as a service model to ensure that all field based operations are conducted OTIFNE (On time in Full no Exceptions)

Monitor the 100% use of the promoter app for official work purposes. No tasks should be given outside the app. All formal communication from the promoters should be recorded on the App.

Conduct & record formal performance review meetings with the regional teams. Reports to be used will be generated from the management portal. The minimum is as follows;

One (1) Quarterly performance review meeting

with the regional team.

One (1) Monthly performance review Meeting with

your team.

One (1) Weekly performance review meeting with

your team

Champion adherence to established processes and

procedures. Identify potential risks to the service and product offering and provide mitigation strategies

Supervision and guidance of the regional sales teams and any 3rd party teams to ensure timely and effective delivery of service.

Organise/Coordinate & execute trade/market visits with the regional teams to gain insights and coach/support the team. Below is the minimum expectation

One (1) day in trade per month with the Team

manager/leader (Agency) to unlock opportunity.

One (1) day in trade with an Area manager/

promoter to unlock opportunity.

One (1) Market storm per quarter to engage with

the larger market.

Define a strategy to ensure 100% presence and visibility of all available point of sale material in 100% of the assigned geography.

Plan and manage staff shifts, annual, unplanned and emergency leave to ensure minimal disruption of service.

Customer

Ability to develop and execute advanced lead generation strategies and tactics, such as account-based marketing or referral programs.

Create the conditions that will reduce customer effort in accessing and utilising our CVP (Digital & Physical) with minimum friction. We will use reports and sentiment analysis from the contact centre.

Create/Design & deploy a framework and condition that ensure the highest NPS score as measured by value survey.

Champion adherence to quality standards and SLAs within the customer touch points to maintain the brand experience and customer promise.

Develop a PICOS for the trade to ensure customers can always experience our CVP.

Execute a business Continuity plan implementation and disaster recovery co-ordination with the regional teams.

Learning and Development

Identify and plan personal training needs. The following are recommended.

Ideal Job Specifications

Academic/Professional:

University Degree Proficiency in computer use including MS Office tools and banking systems

Desired Work Experience:

At least 4 years financial services experience two (2) of which must be in supervisory/management role; and at least two (2) within business development.

How to Apply

For more information and job application details, see; NCBA Regional Manager Jobs in Kenya

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