Engagement Manager (Banking)

Engagement Manager (Banking)

Vacancy: Engagement Manager – BankingOur client a digital payment business is seeking to recruit engagement managers to be in charge of the sales force and client relations in the organization

Roles and Responsibilities

• Managing the relationship with the client throughout all projects and acting as the main point of contact between client and vendor organization,
• Ensuring the services delivered by the Internal and external Vendors conform to what has been contractually agreed with the client and monitoring the delivery of said services against agreed schedule, quality, scope and budget;
• Managing vendor resource planning and addressing resources performance issues
• Managing the financial aspects of the contract (billing for services, following-up on payments etc.)
• Acting as the 1st escalation point when issues arise with vendor’s resources / services and managing any dispute or conflict
• Reporting internally within vendor organization on project performance (services delivery, progress, economics, etc.).
• Identify further business opportunities for services to the client.
• keep the quality and joy of the engagement compared to the competition
• Reporting
• General Expectations
• Managing the relationship with the client and monitoring services delivery throughout the different projects that the Customer and Cellulant are running with.
• Work with the sales/Acquiring team to win Existing and new client’s business.
• With the help of the Tech & Delivery Team will help with scoping projects and planning resourcing.
• Once the contract’s won, be the main point of contact for the new customer and will act as the primary escalation point for any problems in the relationship.
• While working with the client keep an eye open for other opportunities within the business
• Focus on customer experience
• Meets the client regularly the nature of the business.
• Ensure that customers receive the expected level of service from Cellulant and that SLA’s are maintained.

Key Performance Indicators

• Meet and exceed our (banks) customers’ expectations and improve the overall service levels by ensuring there is relationship freshness via Calls, visits and speedy issue resolution of Issues
• Conversion Rate of sales kept at 30% and above
• Funnel Drop-off Rate kept at zero
• To ensure that projects initiated are within scope and budget.
• Expand our value through issuing and acquiring
• Increase no. of registered customers
• Drive customer usage
• Maintain excellent service levels
• Project Management
• Maintain CRM tools i.e. weekly project plan, weekly m-banking performance dashboard
• Increase in Revenues Both set up and re-current
• Increase in customer ARPU and CeRPU
• Be involved in companywide initiatives/campaigns where additional responsibilities and deliverables maybe required.

Basic Qualifications

• 2-3 years of experience preferably in a digital payment platform
• Bachelor’s degree in Sales and Marketing, Business Administration, BCom
• Masters is an added advantage

How to Apply

If qualified kindly send your CV to jobs@jantakenya.com clearly indicating ‘Engagement Manager-Banking’ on the subject line by 13th June, 2015.Only shortlisted candidates shall be contacted.