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Job Opportunities at NBC Bank June 2021

Job Tittle Head: Fraud & Forensic Investigation  

Job Opportunities at NBC Bank June 2021 NBC is the oldest serving bank in Tanzania with over five decades of experience. We offer a range of retail, business, corporate and investment banking, wealth management products and services.

Job Summary

To drive the implementation of strategy to standardize fraud risk management to Group standards. To develop tactical strategy and delivery plans, formulate associated practice/s and to ensure operational implementation and adoption into. forensic methodology, governance and delivery objectives.

Job Description​

Accountability: Drive the implementation of the Fraud Risk Control Framework

Develop and oversee a Risk Control Strategy that is in alignment with the Group Fraud Risk Management Control Framework drawing on internal and external expertise within Group. This includes the sharing and transfer of knowledge including technical support and good practices which are aligned to fit for purpose operations and through proper business cases and technical requirement specifications.

Oversee implementation and embedment of the Fraud Risk Control Framework and policies and coordinate annual review of the framework and policies to ensure alignment where local regulations have changed or when required by Group. Advise NBC management through Head of Risk about the changes in regulations or group requirements

Participate in the implementation of the necessary prevention, detection and investigation functions to support fraud control.

Advice management on the ability of Fraud Risk Management to implement supporting controls to ensure that risk is readily identified, quantified and mitigated per the risk appetite of business.

Identify resource requirements to ensure that fraud operations are effective and efficient. This includes providing assistance to the Fraud Risk Management staff in ensuring that all required systems, tools and equipment are available to complete their routine tasks in the most effective way.

Define the investigation criteria required within the confines of a risk based approach.

Provide input to process engineering to ensure that the overall process are mapped, documented and conform to an efficient and effective operations framework.  This includes the Facilitation of the process of documenting the processes to prevent fraud, improve customer service and improve workflow

Delegate responsibilities appropriately to ensure that monitoring mechanisms are in place for review of embedment of Fraud Risk Control Processes within NBC. Review monitoring results, highlighting areas of concerns with respective Heads of Directorates and support them to develop corrective actions.

Participate in Fraud Management Oversight Committee and give input on fraud risk related issues.

Monitor that monthly fraud management information (MI) reporting, according to Group standards, is prepared and timely submission is done to NBC management and Group Fraud Risk Management (through Group Head of Fraud Risk Management).

Compile and consolidate a monthly a monthly report on adhoc significant fraud risk events and forward to Group Financial Crime Management and Fraud Risk Management (through Group Fraud Risk Management).

Translate set strategy into operational business plans.

Constantly review the number of cases reported to improve the investigation methodologies, criteria and adjust accordingly to a risk- bases approach.

Conduct monthly oversight reviews with direct reports to understand the business performance and support them to develop corrective actions where required.

Assess and update the investigative policies/procedures and ensure implementation and adherence.

Ensure that minimum investigation standards are set and adhered to.

Provide Group wide investigation capability and lead, into significant and sensitive fraud, theft and corruption cases.

Ensure that matters where there is a significant fraud loss to the Bank, that a Steerco is established, comprising of all relevant stakeholders, to ensure that there is proper management over such cases and that recovery efforts are maximized.

Ensure that any control failures identified during the course of an investigation are immediately brought to the attention of Fraud Strategy / responsible business unit.

Continuously evaluate cases allocated to direct reports for investigation in line with set guidelines and standard

Accountability:  Develop business relationships (stakeholders engagement)

Interact with counterparts in the industry to share knowledge and information, promote cooperation and to gain a common understanding of the threats and risks in the banking industry.

Participate in periodic meetings and telephone conferences for example Operational Risk meetings where operational concerns are formally raised, tracked and addressed.

Build and maintain relationships with law enforcement parties (i.e. the Police, the Prosecuting Authorities) to ensure that their cooperation can be obtained when required (for example during key investigations).

Build relationships with directorates’ senior management through regular scheduled meetings with the directorates. Evidence of the meetings should be maintained in the form of minutes and/or e-mail confirming what was discussed in the meeting.

Maintaining adequate support and evidence collection activities for cases dealt with by the Legal department. Act as facilitators between NBC Fraud Risk Management, NBC Legal and Group Fraud Risk Management where they need to interact.

Engage and communicate the department’s philosophy to direct reports/stakeholders and ensure they understand the responsibility of the department vs. Business Unity responsibility.

Interact with counterparts in the industry to share information, engender co-operation to gain a common understanding of the threats and risks.

Build and maintain relationships with other external parties (e.g. Tanzania Police Services, TRA Revenue Services, National Prosecuting Authority Asset Forfeiture Unit) to ensure that  co-operation can be obtained when required for key investigations.

Ensure vendor management through monthly vendor meetings and monitor tasks allocated.

Accountability:  Direct and monitor high level sensitive investigations

Become operationally involved with selected high level/ sensitive investigations.

Participate in the planning and couching the investigators in the conducting of the investigation. This would include examining appropriate records and documentation, the interviewing of witnesses and suspects and the drafting of necessary statements.

Engage and instruct third party service providers if and when during the course of an investigation the expertise of external experts are required.

Gather and secure documentary and other evidence obtained during the course of the investigation.

Provide continuous feedback to senior management and Group Fraud Risk Management on the progress of the investigation.

Provide assistance to Head of Risk with regard to the internal disciplinary process.

Advise and assist Head of Risk when local law enforcement agencies need to be engaged.

For sensitive or high risk cases (on an ad hoc basis or when tasked by management) execute the investigation activities end-to-end or, if appropriate, delegate to one of the direct reports.

Ensure that feedback is provided to management/stakeholder in so far as high level/sensitive cases are concerned.

Accountability:  Drive Fraud Risk Management improvements (including Training/Couching, Fraud operations leadership, support & stewardship)

Develop skills through identifying the risk and training requirements and ensuring that proper training is provided through engaging the necessary stakeholders.

Assist with the development of pro-active fraud awareness material for use within NBC.

Assist and support the Fraud Risk Management (FRM) staff in the co-ordination  and oversight of Fraud Risk Management training plan. This includes the support and guidance of FRM staff in their routine activities. It is required from the candidate that the fraud management philosophy is communicated via formal training and e-mails to ensure they understand the responsibility of Financial Crime Management versus business areas e.g. Directorate of Credit.

Assist, lead and support the FRM staff by ensuring adherence to the Service level Management standard and ensure that these standards are being delivered correctly.

Evaluate suggestions, concerns, queries, etc. raised by FRM staff or other directorates and provide feedback and guidance where necessary.

Ensure that the staff have the relevant training and development plans and coach them where necessary.

Conduct monthly meetings with FRM staff and other functions/directorates when required.

Conduct bi-annual self-fraud risk assessments. Evaluate the risk assessment reports and feed final results through to Group FRM.

Review fraud risk Indicators, RCA’s, KRS’s and ensure that all operational risk reports are prepared and submitted to operational risk timely.

Provide suitable training material, best practice activity and advisory services to the Forensic function in the area of your expertise

Accountability:  People Management

Annual review of capacity needs and advise Head of Risk where there are gaps; this includes review of fraud risk structure and if necessary adopt the structure according to the needs that is dictated by MI on fraud types.

Participate in recruitment and appointment of Fraud Risk resources.

Participate in interviews of potential candidates applying for fraud risk positions.

Advise on training requirements to up skill fraud risk investigators and assist with the sourcing of service providers in their regard.

Giving input to build a proper fraud risk structure within NBC.

Manage a team to ensure effective delivery of services to Stakeholders

Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed

Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.  Review and maintain succession plans for one level below.

Qualifications

Bachelor`s Degrees and Advanced Diplomas – Law, Military Science and Security, Digital familiarity (Meets some of the requirements and would need further development), English, Ethics and values (Meets all of the requirements), Experience in a similar environment at management level, Forensic investigation (Meets all of the requirements), Leading people – Leadership level (Meets some of the requirements and would need further development), Openness to change (Meets some of the requirements and would need further development), Reasoning (Meets all of the requirements)

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Job Tittle IT Digital Channel Specialist 

NBC is the oldest serving bank in Tanzania with over five decades of experience. We offer a range of retail, business, corporate and investment banking, wealth management products and services.

Job Summary

Job Description Summary

The Digital Banking Support Specialist provides operational support for all digital banking platforms, products, and services such as Mobile, Internet, Chat, and Agency Banking. Online Account Opening, ATM transaction, and Bill Pay. He/She work with the broader Digital Banking team and other departments as a subject matter expert to enhance a frictionless digital banking customer experience, by optimizing internal workflows, providing daily operation and production support, as well as analyzing application functions and interfaces to identify areas of improvement. We are seeking a dynamic, organized leader to play a key role in supporting these efforts amidst the rapidly changing digital servicing and sales landscape.

Job Description​

• • Serve as a subject matter expert on digital channel products and processes; including but not limited to Mobile, Internet, Chat, and Agency Banking. Online  Account Opening, ATM transaction, and Bill Pay.
  • Act as a liaison between Customer Care and other business units and departments.

• Monitor, resolve, and escalate tickets submitted by Lines of Business that are routed to Digital Operations.
• Investigate reported problems and attempt to replicate in order to determine if the issue is isolated or widespread.
• Monitor and assist with partner support cases for digital products; including but not limited to Mobile, Internet, Chat, and Agency Banking. Online  Account Opening, ATM transaction, and Bill Pay.
• Recognize and report service quality concerns that may become apparent through customer interactions.
• Perform User Acceptance Testing for digital products and releases.
• Utilize test environment to perform regression testing for any releases that are implemented to resolve problems.
• Review digital channels offerings procedures for accuracy.
• Coordinate and complete special projects assigned by Supervisor.
• Partner with the Bank’s product development teams, using client feedback when making decisions about future product offerings.

Qualifications and Experience

• Advanced diploma or bachelor’s degree in management information systems, or related field.
• At least 3 years’ experience with digital banking channels (online account opening, online and mobile banking, e-payment, branch customer experience,  etc.)
• Excellent verbal and written communication skill
• Strong analytical skills with a problem-solving attitude
• Logical thinker with high curiosity about technology
• Data management and computer skills
• Good understanding of bank operations, products and services required.
• Knowledge of financial institution policies and procedures required.
• Proficiency in Social media such as Facebook, WhatsApp, Twitter, LinkedIn, etc.

Technical/Functional Competencies

• Exceptional interpersonal skills with ability to work with a variety of people and personality types.
• Relates well with customers and employees by all means of communication, including written, verbal and non-verbal.
• Demonstrates good judgment.
• Posses a strong sense of customer service.
• Ability to quickly learn and adapt to new technologies.
• Demonstrates dependability through good attendance and adherence to time lines and schedules.
• Proficient in the use of the internet and Microsoft Office products: Word, Excel and Outlook.
• Willingness to accept additional responsibilities.
• Takes initiative in the completion of projects.

Qualifications

Bachelor`s Degrees and Advanced Diplomas – Physical, Mathematical, Computer and Life Sciences, Experience in a similar environment at junior specialist level

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Job Tittle Head of Customer Network & Business Development  

NBC is the oldest serving bank in Tanzania with over five decades of experience. We offer a range of retail, business, corporate and investment banking, wealth management products and services.

Job Summary

Reporting to Head of Retail banking, Head of Customer network & Business Development has responsibilities:

• To drive and deliver performance in Sales, customer management / experience, operations, controls and expense management for Branch Network.
• To manage the bank’s service channel as a pan bank service outlet
• To meet and exceed the P&L targets assigned by NBC.
• To device and implement Sales and Service strategy and optimize the Customer Network – This includes Branch Network, ATM Network, Alternate / Digital Channels including Agency Banking etc.
• To provide business leadership & operational excellence to all customers including internal customers (staff).
• To develop, enhance and implement an effective / robust controls and processes across the customer network, direct sales and products for NBC.
• To ensure all local regulations and corporate policies are adhered to in customer network.
• Development and Implement of Branch Network Strategy (Physical / Digital), in line with Retail Banking strategy
•  Manage the customer Network Team across the entire NBC network towards the Banks strategic Objectives.
• The main purpose is Loan and Advances, Deposit and alternative product growth at allotted branches
• This entails managing of all Sales Activities, Supporting, monitoring and training of Branch Sales Officers in all the respective branches

Job Description​

PRINCIPAL ACCOUNTABILITY

Branch Distribution 

• Spearhead a holistic customer acquisition, service and customer portfolio management strategy across the branch distribution network comprising of the three major business segments namely Retail, Cards and Business Banking to meet local and regional sales goals set for the branch distribution channel
• Accountable for Balance sheet of the branch Network.
• Meet and Exceed Customer Network P&L for NBC (Retail, Business Banking, CIB and Markets)  by ensuring an effective and robust management of customer network
• Develop effective organization structure serving the Bank cost effectively. Embed efficient  organization structure to support NTB Sales, relationship management, service and operations
• Ensuring the branch distribution is positioned to meet NBC strategic needs whilst meeting its branch standards in terms of;

Physical look and feel

Quality of staffing

Quality of customer service

• Champion the cultural change needed to reinforce consistent Sales, Service and Portfolio management disciplines where there is absolute accountability for value.
• Support and guide People Development to ensure optimal utilization and delivery with the right number of people with the right skills at the right cost to achieve business targets/objectives.
• Embed best practices to drive growth of ‘Involved and engaged’ customer portfolio in the branch network so as to leverage the network appropriately through Customer Life-stage Management (CLM) frame work.
• Work with segment heads to support sub-segment of retail (Premier, Prestige, Personal and Islamic Banking) on sales and service.
• Work with other business in ARO to be able to leverage of their experiences through exchange of the best practices.

Performance KPI

• Loans sales as per STP
• Liability accounts sales (Including payroll acquisition) as per STP
• Cards sales as per STP
• Mortgages / ABF / Islamic Banking / banc-assurance sale as per STP
• Sales / Balance-sheet /P&L Targets – as per STP
• Asset balance (Including cards) sheet growth as per STP
• Impairment Retail Banking performance as per STP
• Retail Segment (Premier, Prestige, Personal) Sales / Balance-sheet /P&L Targets – as per STP
• Product penetration levels as per STP driven by CLM
• Cost performance as per STP
• E- Channels penetration / usage as per STP
• Customer satisfaction scores as per STP
• Customer attrition / Retention as per STP
• Ensure, together with HR and Training & Development, that branch staffs are adequately trained / certified as required by internal policies and regulatory requirements
• Liaise with key functional stakeholders and appropriate organizational chains to drive the organizational agenda effectively

Network Strategy, Development and Usage

• To implement a strategic approach to ensure that the overall channel portfolio is aligned to the business objectives of NBC and meets customer requirements and market demand in a profitable and efficient way.
• Anticipate global trends on innovation, and identify probable impacts on the business and provide direction and solutions for the organization.
• Develop and implement a sustainable business model and marketing strategy for digital channels
• Create Delivery and Service opportunities to enable the effective end-to-end delivery of both products and services through all Channel platforms
• Build capability to ensure fulfillment of the sales and service functions
• Deliver a cross sell strategy to drive channel penetration objectives for Retail  highlighting segment and sales synergies
• Develop strategic alliances and partnerships with third parties to drive NBC revenues e.g. M-PESA , Tigo pesa etc
•  Drive the Retail Branch strategy through a robust branch performance model to assist in determining appropriate strategies to be implemented for each branchDrive Branch Segmentation to ensure our branches are aligned to the area’s economic activities.
• Ensure clear measures are in place to monitor performance of non-performing branches and come up with key strategic actions for these sites
• Embed a blended Retail branch score card that will aid in driving our performance.
• Implement Sunrise projects that will aid us to improve on customer experience
• Develop new opportunities to ensure we are strategically located and increase our foot print in locations inhabited by our target market
• Build the organization’s brand by improving the look and feel of branches and ATMs through Renovations ,Maintenance and Commissioning of new ATM and Branches

Performance KPIs

• Increased digital sign-up
• Reduced cost to serve though migration from branch
• Improved NPS Score
• Increased revenues from strategic alliances and partnerships
• Increased revenu
• Increased balance sheet
• Improved NPS scores
• Improved brand loyalty
• Reduced costs

Customer Experience

• Ensure design and delivery of the NBC Customer Experience strategy to support the achievement of the country’s segment and product line objectives, as well as the ABSA Strategy.
• Ensure implementation of customer experience processes for each segment and/or product line.
• The customer experience strategy encapsulates the following areas:
• Products: Current Accounts, Transactional Accounts, Savings Accounts, Fixed & Call Deposit Accounts, Personal Loans (Secured and Unsecured), Business Loans (Secured and Unsecured) and Credit Cards.
• Segments: Premier, Prestige, Personal, Mass Market and Business (tier 1-4)
• Channels: Branch network, Digital – Hello Money, Internet Banking, NBC Mobile Banking, any other channels the bank may launch.
• To embed portfolio management and relationship deepening expertise to segments and the branch network.
• Ensure the balance sheet and fee income targets relating to portfolio management and relationships deepening are met.

Performance KPIs

• Increased revenue
• Increased balance sheet
• Improved NPS scores
• Improved brand loyalty
• Physical Brand Management in Customer Network
• Ensure maintenance and up-keep of NBC Branding standards across customer network working closely with Marketing / Sourcing
• Ensure up to date brochures, posters and other information material in customer network working closely with business, products, segments and marketing.
• Drive And Business Direction
• Interface with key business influencers to help in employee penetration to achieve target sales
• Build rapport with high net worth clients to increase product penetration and wallet share
• On a regular basis hold workshops with regional managers to ensure that they are well aligned to business strategy.
• Share best practice and market intelligence to review and rebase line strategy whenever the market demands it to ensure we remain competitive

Resource Management       

• Resource, develop and retain a motivated high performing team committed to achieving success through each other. Agree challenging performance and development objectives for all direct reports providing regular feedback/coaching to ensure their maximum potential is achieved
• Cultivate confidence in the regional management leaders and inspire them to be passionate about the customer experience agenda.
• Foster a positive, prideful work environment with open communications, timely resolution of conflicts and regulatory compliance
• Discuss and finalize performance development plans and ratings for your direct reports
• Create development opportunities within your segment by embedding succession planning and identification of potential leaders

Motivate staff and ensure they are recognized through the NBC and Absa  recognition schemes

Qualifications

Analytical Thinking – Advanced (Meets all of the requirements), Bachelor`s Degrees and Advanced Diplomas – Business, Commerce and Management Studies, Commercial mindset – Senior (Meets all of the requirements), Customer Excellence – Service Management (Meets all of the requirements), Digital familiarity (Meets all of the requirements), Experience in a similar environment at management level, Leading people – Leadership level (Meets all of the requirements), Openness to change (Meets some of the requirements and would need further development)

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