Administration & Office Support Zambia Jobs by First National Bank Zambia Ltd (FNB)

Purpose Responsible for Incidents, Data Capture, Quality Assurance, resolving of queries, record keeping, Preparation of Point of Sale for installation. (Customer Service) Experience and qualifications Minimum qualification: Grade 12 Certificate with 5 credits and passes in English and Mathematics Preferred Qualification: A Degree in any related field. Minimum years of relevant experience: Minimum of 3 years experiences in Sales, Operations, Card Products and Card Operations. Understanding of Merchant Acquiring,related industries and systems e.g. Hogan System, Power Card, Base24,Postilion, Visa, MasterCard, Computer Literate: Ms Word (Intermediate) Excel (Intermediate level) PowerPoint (Intermediate level) Good communication skills Leadership skills Negotiation skills Ability to influence People Management Responsibilities Responsible for implementing Group standard service delivery metric (SLA) Responsible for keeping records of queries relating to Point of Sale. Responsible for keeping records of queries relating to Merchants Responsible for all queries received Telephone and emails. Responsible for ensuring 100%KYC compliance for all documentations obtained from Merchants before data Capturing. Comply with governance in terms of Legislative and audit requirements. Detect and minimise fraud by constantly working fraud queries by trend. Ability to plan and organise; Priorities daily, weekly and monthly tasks, carry out each task timorously. Manage costs/expenses within approved budget to achieve cost efficiencies. Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions. Control and escalation of potential risks which may lead to increased costs by identifying and managing delays and short comings in applications/instructions received. Provide end user support to both technical team and merchants. PC Literate good knowledge and understanding of MS Office Process Manage acquiring requests New merchant application processing Creation of work order in Remedy Capturing of Merchant details in Remedy CRB checks for merchant applications forms Data Capturing in power card Validating of power card applications Maintenance of merchant details in Power card Mapping of merchant outlet number to terminal number in Postilion Maintenance of merchant details in Remedy Resolve all customer queries efficiently,and within agreed timelines. To ensure all related admin work is up to date in Merchant Services. To ensure that all the documentations are filed accordingly. Sending daily/monthly statements to merchants Processing of applications Postilion mapping of out let numbers-50 applications Maintenance of merchant details-10Merchants Application process per month-50Applications Trouble shooting POS terminals Merchants receiving manual statements Finance Logging of incidents in Remedy Closing of incidents when settlements resolved Settlement queries Validation of high value transactions Identifying process improvements (costsavings or efficiency improvements People Request of validation/ transaction evidence Merchant trainings on reconciliations and charge back's Processing of Charge backs Strengthen client interrelationship by providing technical support when required Proactive solicit and use of client feedback to improve the effectiveness of internal processes and delivery mechanisms. Achieve competence against all key result areas required. Any duties as may be assigned by Line Manager. How to Apply Submit your CV and application on company website:

Purpose To provide excellent service by processing client transactions in a quick correct and efficient manner according to specified procedures. Experience and qualifications Diploma/Degree in Business related field. Previous teller experience will be an added advantage. TCD experience preferable. Responsibilities Management of cost (Tellers Differences). Leads generation. Must be ready to receive customer when the doors open. Engage the customers in a professional way as specified in the service standards. Ensure that the customers’ requests are clearly understood. Process the request in a quick and efficient manner without any mistakes. Treated customer information with the necessarily confidentiality. Make the customer aware of security information that will assist them in keeping their money safe Adherence to FNB Golden Rules. Execute activities within risk and compliance requirements. Error free capture of transactions (deposits, transfers, payments and withdrawals) Achieve competence against all key result areas required. Ensure annual / sick leave is updated on MyWorkPlace. How to Apply Submit your CV and application on company website:

Purpose The job relates to the Card Acquiring industry. It covers business support and analysis for the total infrastructure from the POS terminal through the FNB/Customer network links, front-end servers to the Issuer systems. It also includes the local interbank links as well international links. External switches and their network connectivity will also require business analysis from time to time. Experience and qualifications Relevant Degree, IT qualification or studying towards the qualification would be beneficial. Minimum 3 – 5 years relevant working experience (Merchant Services experience). Understanding of Merchant Acquiring, related industries and systems e.g. Hogan System, Remedy, Base24, Postilion, Visa, Mastercard, Cup and ATM. Computer Literate: MS Word (Intermediate), Excel (Intermediate level), PowerPoint (Intermediate level). Understanding of mainframe, server, PC systems as well as data networks. Understanding of the FNB production and test environment would be beneficial. To be able to work Overtime/Standby when required. Responsibilities Identify process improvements (Cost Savings or efficiency improvements). Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions. Interface and communicate with other acquirers and vendors in the local and international industry as well as the card associations (Visa/MasterCard) and local organisations Collaborate with Technical team and external vendors/switches in order to resolve issues. Provide end user support, monitor the system, respond to queries, resolve and escalate issues within IT and Business. Comply with governance in terms of legislative and audit requirements. Investigate conditions of a business challenge/incident by analysing business and/or technical problems relating to the acquiring / Issuer infrastructure and describe the condition and compile the resolution in accordance with IT / Business. Compile Work Request document for specific enhancements and new functions pertaining to incidents. Display understanding of both business and IT functions and participate in the Change Management Process To manage BIN incidents (Amendments, Additions and Deletions). Manage own development to increase own competencies. Train and mentor junior colleagues and give backup support to team members. For the total infrastructure from the POS terminal through the FNB/Customer network links, front-end servers to the Issuer systems, including the local interbank links as well international links, external switches and their network connectivity. How to Apply Submit your CV and application on company website:

Purpose Responsible for conducting and documenting moderately complex audit projects. Carry out audits following prescribed audit programmes. Experience and qualifications 3-4 year’s experience B Comm Degree. Responsibilities Manage costs / expenses within approved budget to achieve cost efficiencies. Conduct agreed audits according to agreed process and audit criteria and compile reports based on the findings of the audit review and highlight any areas of risk to the bank. Comply with governance in terms of legislative and audit requirements. Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data. Prepare and compile information to conduct meaningful audits. Able to hold one’s own in the face of opposition and exert influence confidently, firmly and fairly. Defines tasks needed to accomplish goals and assigns and co-ordinates people, tasks and resources to ensure an efficient flow of work. Develop, maintain and implement relevant audit processes in line with audit strategy. How to Apply Submit your CV and application on company website:

Purpose To provide support to the HR department in respect of all administrative and routine functions. Experience and qualifications Minimum Grade 12 Certificate with 5 credits and passes in English and Mathematics. Diploma or degree in Human Resources or related field. Should be a registered member of the Zambia Institute of Human Resource Management with a valid practicing certificate. 1 Year relevant Human Resource experience. Responsibilities Maintaining employee files and the HR filing system. Responsible for all administration with regards to the processing of employee resignations, recruitments, retirements, retrenchments and maternity leave - ensuring the documentation is completed and submitted to the relevant parties Ensure completion of on/off-boarding documentation for new employees/leavers Advise relevant parties on terminations, transfers and new joiners. Perform administrative tasks such as preparing letters. Medical scheme membership management including card requests Contract monitoring for all non-permanent employees. Conduct checks on new staff (Criminal, Credit, Education, Bank of Zambia and Reference checks) Ordering name badges for new staff. Attend to staff queries pertaining to human resources i.e. Payroll, Medical, FNB pension, etc. Manage the HR Mailbox. My Selfservice support. How to Apply Submit your CV and application on company website:

First National Bank can trace its origins back to the Eastern Province Bank, which was formed in Grahamstown, South Africa in 1838. By 1874, the bank had four branches – Grahamstown, Middelburg, Cradock and Queenstown. Due to a recession, the bank was bought out in 1874 by the Oriental Bank Corporation (OBC). However, as a result of financial difficulties being experienced in India, the OBC decided to withdraw from South Africa. The Bank of Africa was subsequently formed in 1879 to take over OBC’s business in South Africa. Purpose Responsible for Management of the daily excess reports, External Debt Collectors (EDCs), Insurance claims, legal matters, Portfolio reports. Maintaining, diarizing and arranging the records of ORM for risk management and coordinate with the team and management according to the needs of ORM as guided by the policies. Experience and qualifications Minimum qualification: Degree in Banking and Finance or Business Administration or Accounting or Degree in a relevant field Minimum years of relevant experience: Credit Management experience of between 2 to 5 years, including in depth knowledge of the bank’s financial products is essential. Previous credit experience and added advantage of having worked in a similar role Experience in financial reporting and regulatory reporting Added advantage if have worked with HOGAN system and credit monitor before Knowledge of credit policies and procedures Responsibilities Manage daily excess reports through calling clients to normalize accounts, unpay all debits (DDACC, Cheques, loan debits) not provided for, issue notices to customers in excess. Manage External Debt Collectors through assigning cases and monitor performance through monthly trackers and meetings. Insurance Claims for loss of employment, medical discharge and deceased clients should be submitted timely and pursue the insurance companies for payments within agreed timelines as per SLAs. Legal Matters – prepare and manage all instructions for legal matters. Ensure security, valuations and Insurance cover on risk CAT2 and CAT3 accounts is tracked, diarized, perfected, held and valid monthly. Prepare and monitors to ensure that status reports are diarized, actioned when next reporting date falls due and submission is made to South Africa Debt Restructure Committee where applicable (for exposures over ZAR 10m) on due dates as advised from time to time. Responsible for ensuring that all CAT2 and CAT3 accounts over K25,000 are under a valid status report. Monitors and ensures that the restructure schedule is updated by credit and ORM monthly when there is a new restructure and accounts that have been paying for over 6 months have been removed. This is every 5th of the month for submission to Finance and SA. Reconciliation of ORM suspense accounts Custodian of all policies related to ORM and ensure compliance by all team members Processing of payments received from clients who are in arrears through OPS to reduce the amount of arrears and losses in general. Deliver all ORM portfolio reports timely. The reports include Collector activity report daily, collections and recoveries pipelines, status reports when they fall due, Insurance tracker, EDC performance Report, arrear notices, Residual accounts tracker, write off tracker, Consolidated collections and recoveries monthly Responsible and accountable for achievement of Acceptable Audit ratings. Responsible for ensuring that filing is up to date (credit files, Insurance files, write off files, reconciliation files, debt collector files and policy document files). Handling all admin relating to all correspondence with customers and in house matters for filing and record purposes. Responsible for ensuring that the following reports are prepared and circulated: Collector activity report daily, collections and recoveries pipelines, status reports when they fall due, Insurance tracker, EDC performance Report, arrear notices, Residual accounts tracker, write off tracker, Consolidated collections and recoveries monthly. How to apply Submit your CV and application on company website:

First National Bank can trace its origins back to the Eastern Province Bank, which was formed in Grahamstown, South Africa in 1838. By 1874, the bank had four branches – Grahamstown, Middelburg, Cradock and Queenstown. Due to a recession, the bank was bought out in 1874 by the Oriental Bank Corporation (OBC). However, as a result of financial difficulties being experienced in India, the OBC decided to withdraw from South Africa. The Bank of Africa was subsequently formed in 1879 to take over OBC’s business in South Africa. Purpose To achieve quality and productivity targets by leveraging resources and support functions optimally. Experience and qualifications Minimum qualification: Degree in Banking and Finance or Business Administration or Accounting or Degree in a relevant field. Minimum years of relevant experience : Credit Management experience of between 2 to 5 years, including in depth knowledge of the bank’s financial products is essential. Previous credit experience and added advantage of having worked in a similar role. Experience in financial reporting and regulatory reporting. Previous experience working with HOGAN system and credit monitor will be an added advantage. Responsibilities Reduce the bad debts through monitoring of loan arrears by effective use of the OCS Queues & Credit Monitor tools through reduction in value of CAT 1 accounts and reduced flows of accounts to CAT 2 & CAT 3 under the Consumer & SME Portfolio Achieve monthly Team targets with specific focus on early arrears, non-performing loans and post write-off recoveries Call customers and follow up on outstanding loan arrears and excesses & persuade them to settle their indebtedness Ensure timely submission to the Credit Administrator, the relevant documents for Insurance claims on deceased and loss of employment account. Professionally negotiate re-payment with debtors by form of payment in full, settlements and / or payment arrangements Analyse credit data and highlight the risk and give feedback to the business to drive the correct lending strategy and be part of growing a quality book How to apply Submit your CV and application on company website:

First National Bank can trace its origins back to the Eastern Province Bank, which was formed in Grahamstown, South Africa in 1838. By 1874, the bank had four branches – Grahamstown, Middelburg, Cradock and Queenstown. Due to a recession, the bank was bought out in 1874 by the Oriental Bank Corporation (OBC). However, as a result of financial difficulties being experienced in India, the OBC decided to withdraw from South Africa. The Bank of Africa was subsequently formed in 1879 to take over OBC’s business in South Africa. Purpose Producing and analyzing Credit data and providing strategic information and reports to ORM unit. Experience and qualifications Minimum qualification: Degree in Banking and Finance or Business Administration or Accounting or equivalent professional qualification – ACCA, CIMA. Minimum years of relevant experience : Credit Management experience of between 2 to 5 years, including in depth knowledge of the bank’s financial products is essential. Previous credit experience and added advantage of having worked in a similar role. Responsibilities Utilizes relevant economic, financial and industry data to assess business performance and make recommendations to ensure continued growth, viability and competitive advantage within sensible risk parameters. Returns and reports completed and submitted before due date (PSI, Collector activity report, Dash board, Legal report, Valuation and Insurance Report, LRC etc). Identify and escalate potential risk accounts which may lead to increased provisions. Early identification of accounts with high potential to drop into CAT 3 through daily analysis of arrears and excess reports. Monitoring daily collections against budget. Set reminders for all scheduled meetings as advised by the ORM team. How to apply Submit your CV and application on company website:

Purpose The design, development and maintenance of the knowledge and information management and business intelligence architecture. Managing Business Intelligence service delivery and coaching-and-mentoring analysts Experience and Qualifications: Relevant Degree in Mathematical Statistics, Mathematics, Actuarial Science or related quantitative degree Minimum years of relevant experience: 4 years relevant experience. At least 1 year managing a team is preferred Basic Programming ability in SAS or SQL Responsibilities: Support and implement a cycle of medium-term improvements to drive profitability and strategic objectives through BI. Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency Increase operational efficiency and suggest solutions to enhance cost effectiveness Develop a BI service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service. Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members to ensure application of BI tools by facilitate sessions to collaborate with stakeholders about options for the solution. Assists in expertly resolving any disputes. Define and implement the Information Management strategy to enhance Business Intelligence and ensure execution of strategy and plans by team Translate Business Strategies into actionable goals and execute relevant BI projects / BI initiatives aligned to strategic objectives with specific performance measures and control systems to track progress Monitor changes in legislation, regulations, initiatives and relevant industry practices. Ensure drafting and implementation of appropriate interventions. Ensure compliance with audit requirements Analyse and develop business intelligence based on data analysed, data collected, reviewed, and incorporate all internal and external benchmarking data for future solutions. Involvement in new projects, design and develop Business Intelligence solutions in line with business requirements and service ad-hoc requests for information from clients within the required timeframe and specification. Facilitate the conversion of knowledge and ideas into new or improved products for the Business Intelligence environment Manage own development to increase own competencies Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies Cuts to the core of issues and applies effective analysis, logic and creativity to identify and implement solutions Utilises relevant economic, financial and industry data to assess business performance and make recommendations to ensure growth, viability and competitive advantage within sensible risk parameters The ability to integrate information from a variety of sources, discern complex underlying relationships and predict patterns for future growth The capacity to create appropriate levels of impact by using verbal and non-verbal communication skills to influence and/or negotiate win-win agreements to proposals, plans or ideas The ability to be systematic and rule orientated in gathering, reviewing and evaluating data from a variety of perspectives; includes the ability to work with precision and highlight inconsistencies and inaccuracies in detailed information Reasons with numbers and other mathematical concepts and presents numerical data in graphs, diagrams, charts and tables Able to use data to solve business problems, able to data mine to find hidden insights The ability to initiate new and better ways of doing things, using appropriate methods to identify opportunities, devise and implement solutions and measure impact Is a self-starter and originator who maintains high levels of activity and produces a consistently high-quality output within agreed deadlines. Prompt and proactive in driving for results and sets demanding goals for self and others Able to hold one’s own in the face of opposition and exert influence calmly, firmly and fairly Plans and manages own output, anticipating obstacles, juggling priorities and following through on objectives within agreed time-frames Ability to organise data and present it in a meaningful way, using the best medium to communicate results Identifies talent and plans and supports people’s professional development (includes coaching and mentoring competence) The ability to understand business requirements and translate it into business solutions using programming logic. Able to manipulate data using programming techniques How to Apply Submit your CV and application on company website:

First National Bank can trace its origins back to the Eastern Province Bank, which was formed in Grahamstown, South Africa in 1838. By 1874, the bank had four branches – Grahamstown, Middelburg, Cradock and Queenstown. Due to a recession, the bank was bought out in 1874 by the Oriental Bank Corporation (OBC). However, as a result of financial difficulties being experienced in India, the OBC decided to withdraw from South Africa. The Bank of Africa was subsequently formed in 1879 to take over OBC’s business in South Africa. Purpose The incumbent will assist with creating and building an online presence through social media platforms to maximize FNB Zambia reach and sales. Experience and qualifications Marketing Degree or Diploma. 1 to 2 years related experience. Macromedia suite: Dreamweaver Flash, ColdFusion, Adobe suite: Photoshop, Illustrator experience HTML/CSS. MySql. Experience of Web team/projects and Google Analytics is an advantage. Responsibilities Help to execute digital marketing campaigns to ensure they are aligned to the greater FNB business and marketing plans and needs of relevant business units. Increase relevant traffic to the various owned digital channels (online, mobile, social media, applications) with the aim to ultimately increase sales and encourage digital service adoption. Assist to Initiate, implement and control digital marketing related projects and campaigns in support of business drives, marketing plans and sales. Contribute to the online reputation of FNB by identifying and implementing initiatives that encourage positive interaction, publicity and sentiment. Participate in driving programmes and report on all digital marketing related initiatives to increase constructive engagement with FNB on various social media channels. Act as a Liaison with Business Units and Marketing Division in order to draft, execute, monitor & report on marketing plans in accordance with budget and business plans. Liaise with external suppliers in order to optimize the execution of marketing plans. Provide technical support to other functional FNB areas to ensure effective digital campaigns. Execute administration of all marketing related initiatives. Respond to Business Unit marketing needs in an effective manner to ensure that their requirements are met and ensuring the long term effectiveness of the initiatives. Prepare and submit weekly status reports to all parties concerned to ensure effective and ongoing communication on marketing related issues within and between Marketing and allocated Business Units. Ensure that digital marketing initiatives meet FNB's risk and reputation requirements. How to Apply Submit your CV and application on company website:

Purpose Responsible for successfully planning directing and coordinating the activities of a project. Experience and Qualifications Relevant University Degree. Experience of 3 to 4 Years related. Precise, systematic and rule-oriented in gathering, reviewing and evaluating data from a variety of perspectives; includes the ability to work with precision and highlight inaccuracies and inconsistencies in detailed information. Responsibilities Establish, align and manage target and budget goals for the Business Unit, whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency through Projects. Develop a project service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service. Enable service delivery through implementing systems and processes to improve service with the most effective projects and implement quality systems and metrics for measuring project success. Risk and Issue Management Resource conflict resolution, Scope change management. Ensure projects are delivered on time and within budget, to the extent that the key project work streams being technology delivery and solution delivery attain these objectives by producing project plans plan, manage, drive and facilitate the delivery through various work streams of the project through the work stream leaders. Comply with governance in terms of legislative and audit requirements. Develop and implement business projects for process enhancements and new processes and products within a Business Unit. Quantify benefits. Implement process metrics for measuring efficiency of all key business processes. Scope change management and Change Control Project Administration and Document Management Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data of all projects. Direct and drive Training and change management. Plan and manage performance, skills development, employment equity, talent and culture of Team Leaders and teams in order to improve innovation, achieve efficiencies and increase competencies. Manage personal and management development to increase own skills and competencies for the managerial function and future Leadership growth opportunities. How to Apply Submit your CV and application on company website:

Purpose Responsible for auditing of the governance, financial, business and operational processes within FNB Zambia. Experience and qualifications Degree/ACCA/CIMA, CIA, CISA or equivalent qualification 2 years internal or external auditing experience. Experience in banking and financial services environment will be an advantage. Additional Requirements Responsibilities Lead and participate in audit reviews, delivering audit outputs including final reports within agreed timescales and in accordance with Internal Audit Standards. Conducting a preliminary survey of the area and processes under review, obtaining detailed knowledge of the processes, in order to establish the scope of the audit. Performing of the audit fieldwork in terms of the agreed audit scope. The drafting of the audit report including the executive summary and detailed audit findings highlighting the relevant control weaknesses, risks and recommendations, including management’s action plans. Liaise effectively with the Internal Audit Manager to ensure that changes in scope or reporting timetable are agreed and that quality review work is performed at appropriate times in the audit. Liaise effectively with clients at departmental level to ensure efficient completion of individual reviews. Carry out debriefs with department managers to communicate the results of the internal audit reviews, and ensuring that the scale and scope of the deliverables resulting from audit recommendations are adequately understood. Evaluating and monitoring of corrective actions taken to address control weaknesses identified. Develop enduring business relationships with management and other bank staff in Business Units. Seek information to remain informed about developments in the area of internal audit in order to provide value adding services. Ensure compliance with quality assurance standards. How to Apply Submit your CV and application on company website:

Purpose To deliver on the value proposition towards the high net worth segment and obtain sustainable growth in new sales, migrations, liabilities, assets and profitability growth, by acquiring new relationships and ongoing portfolio management of customers across the Premier segment. Responsibilities Acquiring, Up Selling and retaining clients on portfolio. Growth in Sales, Liabilities, Assets, Non-Interest Revenue and Profitability. Analyzing and identifying business opportunities to improve business performance in respective areas. Ensure Branch is managed within approved budget. Cost Management. Increase Market Share. Identifying customer needs and delivering customized solutions. Customer complaints / queries escalated from portfolio and branch level resolved. Build relationships with clients by regular interaction via regular calls, in the banking hall, at events and other opportunities as required. Adherence to FNB service standards. Understand the needs and expectations of the customer. Deal with any customer related enquiries and complaints in a professional manner as specified in the service standards. Support the customer complaints management framework through the CARE system and complaints process so as to manage the turnaround time. Ensure that any requests from frontline management and staff are processed in a professional manner. Adherence to FNB Golden Rules. Execute activities within risk and compliance requirements. Provide proper and correct product information. Correct and error free execution of sales processes (Leads, campaigns, opening of accounts, upsell, cross sell and overdraft). Compliance with internal procedures and processes. Achieve competence against all key result areas required. Perform any other duties as may be assigned by Line Manager. Attend and participate in regular staff meeting, team exercises and carry oneself in a manner that embodies the FNB Culture and inspires others to do the same. Actively pursue continuous improvement by setting clear personal development plans and working towards achieving set targets. Update Job knowledge by studying bank products and requesting for training when knowledge gaps are identified. Achieve competence against all key result areas required. Experience and qualifications Minimum Grade 12 Certificate with 5 credits and passes in English and Mathematics. Diploma or degree in Banking, Marketing, Sales, Business Administration or a related field. At least 2 years relevant working experience. Experience in Banking/Service industry recommendable. How to Apply Submit your CV and application on company website:

Purpose Involvement in product development life cycle in order to understand how new products or new product features will impact both the end user and also the customer facing areas that directly support end users to improve customer experience and ensure customer retention. Experience and Qualifications Grade 12 or relevant tertiary qualification. 2 – 3 years within a client service/support environment 2 – 3 years’ experience compiling training material, conducting training and assessments Experience working in a project driven/based environment Understand how to analyse business requirements for possible customer impact Understand how to analyse business requirements for impact on systems used to support customers, e.g. branch or call centre systems. Additional Requirements Communication skills 2 years in sales and product development Degree in Business Administration, Commerce, Banking & Finance, Economics, Actuarial Science, Engineering Insight and risk awareness Excel and PowerPoint Interpersonal and networking skills Minimum Grade 12 Certificate with 5 credits and passes in English and Mathematics, Marketing Project Management Monitor liability products and ensure performance is in line with applicable tariffs Plan and implement a cycle of medium term improvements to drive pricing of services and products Assist with the process to prioritise product development and assessment initiatives and the alignment thereof to tactical business objectives Use the insights gained through integrated business reports to measure success and realign tactical strategy implementation objectives appropriately and timeously Plan for handling work outputs, pull together interdependent activities and specify priorities, standards and procedures to ensure tactical Excellence. Implement corporate governance, compliance, integrity and ethics policies in multiple practice areas to identify and manage risk exposure Design campaign management and monitoring mechanisms responsibilities Liaison with other internal stakeholders to collect and share information on customer’s experiences with the product. SME for the admin team and contact in terms of query resolution. Provide input into business requirements from a customer impact point of view to ensure a smooth customer experience when customers interact with the product /service. Involvement in product development life cycle in order to understand how new products or new product features will impact both the end user and also the customer facing areas that directly support end users. Involvement with customer facing areas to understand what customers are struggling with so as to feedback to the business for possible product/system enhancements. Conduct training to internal customer facing areas, e.g. contact centre, branch, etc. and to other business units, e.g. Premier banking, Wealth, VBS. Analyse business requirements specifications for impact on customers and customer facing areas. Compile and evaluate assessments based on training conducted. Documentation of training material, product guides, frequently asked questions, how do I documents, for new products or product enhancements. Maintenance of expert knowledge on product or service being offered by the business unit. How to Apply Submit your CV and application on company website:

FNB Zambia Kabulonga Branch Purpose To deliver on the value proposition towards the high net worth segment and obtain sustainable growth in new sales, migrations, liabilities, assets and profitability growth, by acquiring new relationships and ongoing portfolio management of customers across the Premier segment. Experience and qualifications Minimum Grade 12 Certificate with 5 credits and passes in English and Mathematics. Diploma or degree in Banking, Marketing, Sales, Business Administration or a related field. At least 2 years relevant working experience. Experience in Banking/Service industry recommendable. Responsibilities Acquiring, Up Selling and retaining clients on portfolio. Growth in Sales, Liabilities, Assets, Non-Interest Revenue and Profitability. Analyzing and identifying business opportunities to improve business performance in respective areas. Ensure Branch is managed within approved budget. Cost Management. Increase Market Share. Identifying customer needs and delivering customized solutions. Customer complaints / queries escalated from portfolio and branch level resolved. Build relationships with clients by regular interaction via regular calls, in the banking hall, at events and other opportunities as required. Adherence to FNB service standards. Understand the needs and expectations of the customer. Deal with any customer related enquiries and complaints in a professional manner as specified in the service standards. Support the customer complaints management framework through the CARE system and complaints process so as to manage the turnaround time. Ensure that any requests from frontline management and staff are processed in a professional manner. Adherence to FNB Golden Rules. Execute activities within risk and compliance requirements. Provide proper and correct product information. Correct and error free execution of sales processes (Leads, campaigns, opening of accounts, upsell, cross sell and overdraft). Compliance with internal procedures and processes. Achieve competence against all key result areas required. Perform any other duties as may be assigned by Line Manager. Attend and participate in regular staff meeting, team exercises and carry oneself in a manner that embodies the FNB Culture and inspires others to do the same. Actively pursue continuous improvement by setting clear personal development plans and working towards achieving set targets. Update Job knowledge by studying bank products and requesting for training when knowledge gaps are identified. Achieve competence against all key result areas required. How to Apply Submit your CV and application on company website:

FNB can trace its origins back to the Eastern Province Bank, which was formed in Grahamstown, South Africa in 1838. By 1874, the bank had four 4 branches – Grahamstown, Middelburg, Cradock and Queenstown. Due to a recession, the bank was bought out in 1874 by the Oriental Bank Corporation (OBC). However, as a result of financial difficulties being experienced in India, the OBC decided to withdraw from South Africa. The Bank of Africa was subsequently formed in 1879 to take over OBC’s business in South Africa. Purpose The incumbent will be the Credit Portfolio Manager overseeing and managing the day to day functions of the Credit Portfolio and the leadership of the Credit team across regions and business units. The person will be responsible for designing and implementing the Credit Strategy in alignment with the Sales strategy and Head of Sales. Experience and Qualifications B Comm Accounting or Finance 8 to 10 Year related experience Responsibilities Accountable for ongoing management of non-performing loan portfolio Accountable for the accurate and timeous portfolio reporting Align Credit Strategy and Credit Appetite with Business Sales Strategy Assessment and motivation of investment spend Bad Debts performance and economic outlook Contribution into the Commercial budget process Dynamic adjustment of models and credit appetite given Ensure appropriate approval mandate framework Facilitate deal making culture Input into the tracking and improving of Basel Compliance Manage headcount Oversee cost control and actions Oversee the accuracy and timeous BA return submitted Oversees the ongoing credit process, systems and model requirements Participate in Commercial EXCO Participates in regular sales interactions and alignment Participation into the innovation and design of new projects Recoveries capacity and skills management Responsible and oversees the implementation of projects Responsible for coaching and mentorship – i.e. oversees the performance management process Responsible for the ongoing, updating and reviewing of rating and scoring models Set Credit Strategy, implement, execute and communicate Commercial Strategy to Credit staff Targeted portfolio measurement of Credit Appetite Tracking and measurement of bad debts and provisioning Undertakes regional and client visits How to Apply Submit your CV and application on company website:

Additional Requirements Responsibilities Manage the efforts of CIB/CCIB marketing and communications in with the heads of businesses in CIB/CCIB and the Country Head of Marketing. Ensure alignment to Africa CIB Marketing Strategy and Plans. Proactively participate with other members of marketing in the sub by directing and executing marketing / communications / content management/ public relations strategies and plans in support of business and national objectives Adopt a creative, integrated CIB marketing approach that builds brand awareness and reputation. Direct the development of strategies and plans that provide a steady flow of demand (for example, through business leads) and include effective measurement on the return on marketing programme investments for CIB/CCIB in country Develop the brand and CIB national marketing, communications, events, content management and public relations plan and ensure this encompasses the strategies and plans for the country. The jobholder balances the requirements of multiple stakeholders from various parts of the CIB business with group priorities. Manage and oversee all functions comprising marketing communications associated with CIB including advertising, public relations, direct marketing, media placement, sales collateral, press releases, special events, market research, digital marketing and social media, creative production, media planning, internal and external communication, sponsorships and all other marketing related activities and ensure that CIB and CCIB activities are aligned to overall brand building activities. Manage and oversee the development of all supporting marketing collateral for CIB & CCIB including brochures, sales collateral, etc. Ensure that the services, products and brand are positioned to effectively meet customer demand, remain competitive and remain within the positioning and business guidelines provided. Ensure consistent articulation of RMBs and FNB CIBs desired brand image and position ensure this position is maintained within the marketing strategy for the country. Manage the implementation of monitoring processes that demonstrate return on investment of CIB and CCIB marketing initiatives in the subsidiary. Develop and maintain marketing budgets that are consistent with the financial guidelines provided by the business unit, country and Africa Marketing. Monitor marketing activities and costs of marketing related to the utilisation of resources required to meet operational requirements. Ensure financial objectives for CIB & CCIB marketing are met by overseeing forecasting requirements; preparing a consolidated annual budget for marketing; analysing overall variances; and directing corrective actions within the team. Ensure marketing reports and communications contain relevant information to be used by the business and is in line with the requirements for CIB Marketing. Ensure that marketing evaluation systems are in place as relevant that relate to goals and objectives of the business units and reports progress to the CE, country and Africa marketing. Communicate the marketing strategies and plans for the country throughout Marketing and Communications, and CIB executive committees. Ensure that the correct data is used to analyse and report on the effectiveness of marketing campaigns in the country. Develop, implement and monitor systems and procedures necessary to the smooth operation of the marketing, communications, content management, public relations function Recommend marketing communication standards and procedural changes to the Country Head of Marketing as relevant Keeps up to date with relevant regulatory requirements and understands how it impacts on the marketing function. Purpose To manage the marketing / communications / content management/public relations marketing plans in order to capitalise on market opportunities and generate customer demand for Corporate and Investment Banking (CIB) and Coverage Corporate and Investment Banking(CCIB). Experience and qualifications Minimum Qualifications Postgraduate Degree in Social Science, Business or Marketing. Experience: 5 to 7 years. B2B Marketing. Strong familiarity with license related environmental design as it applies to software implementation. Excellent understanding of project management principles. How to Apply Submit your CV and application on company website:

Provide management information system improvements and standardised procedures. Recommends suitable data processing applications and software. Manages Business Intelligence service delivery and coach and mentor analyst. Experience and qualifications BSc in Information Technology or Computer Science 5 years role related experience Additional Requirements The design, development and maintenance of the knowledge and information management and business intelligence architecture. Managing Business Intelligence service delivery and coaching-and-mentoring analysts Relevant Degree in Mathematical Statistics, Mathematics, Actuarial Science or related quantitative degree years relevant experience. At least 1 year managing a team is preferred Basic Programming ability in SAS or SQL Support and implement a cycle of medium-term improvements to drive profitability and strategic objectives through BI. Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency Increase operational efficiency and suggest solutions to enhance cost effectiveness Develop a BI service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service. Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members to ensure application of BI tools by facilitate sessions to collaborate with stakeholders about options for the solution. Assists in expertly resolving any disputes. Define and implement the Information Management strategy to enhance Business Intelligence and ensure execution of strategy and plans by team Translate Business Strategies into actionable goals and execute relevant BI projects / BI initiatives aligned to strategic objectives with specific performance measures and control systems to track progress Monitor changes in legislation, regulations, initiatives and relevant industry practices. Ensure drafting and implementation of appropriate interventions. Ensure compliance with audit requirements Analyse and develop business intelligence based on data analysed, data collected, reviewed, and incorporate all internal and external benchmarking data for future solutions. Involvement in new projects, design and develop Business Intelligence solutions in line with business requirements and service ad-hoc requests for information from clients within the required timeframe and specification. Facilitate the conversion of knowledge and ideas into new or improved products for the Business Intelligence environment Manage own development to increase own competencies Cuts to the core of issues and applies effective analysis, logic and creativity to identify and implement solutions Utilises relevant economic, financial and industry data to assess business performance and make recommendations to ensure growth, viability and competitive advantage within sensible risk parameters The ability to integrate information from a variety of sources, discern complex underlying relationships and predict patterns for future growth The capacity to create appropriate levels of impact by using verbal and non-verbal communication skills to influence and/or negotiate win-win agreements to proposals, plans or ideas The ability to be systematic and rule orientated in gathering, reviewing and evaluating data from a variety of perspectives; includes the ability to work with precision and highlight inconsistencies and inaccuracies in detailed information Reasons with numbers and other mathematical concepts and presents numerical data in graphs, diagrams, charts and tables Able to use data to solve business problems, able to data mine to find hidden insights The ability to initiate new and better ways of doing things, using appropriate methods to identify opportunities, devise and implement solutions and measure impact Is a self-starter and originator who maintains high levels of activity and produces a consistently high-quality output within agreed deadlines. Prompt and proactive in driving for results and sets demanding goals for self and others Able to hold one’s own in the face of opposition and exert influence calmly, firmly and fairly Plans and manages own output, anticipating obstacles, juggling priorities and following through on objectives within agreed time-frames Ability to organise data and present it in a meaningful way, using the best medium to communicate results Identifies talent and plans and supports people’s professional development (includes coaching and mentoring competence) The ability to understand business requirements and translate it into business solutions using programming logic. Able to manipulate data using programming techniques Responsibilities Assist with the management of the business intelligence team. Drive business profitability in the context of cost management through business Intelligence solutions. Ensure client retention and satisfaction by delivering a service that is consistent, seamless and error free. Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members to ensure application of BI tools by facilitating sessions to collaborate with stakeholders about options for the solution. Provide high level input to vendor management and assists in resolving any disputes. Proactively deal with client queries within the agreed turn-around times to resolve Business Intelligence queries. Translate Business Strategies into actionable goals and execute relevant BI projects / BI initiatives aligned to strategic objectives with specific performance measures and control systems to track progress. Extract data from various sources and convert it into meaningful information that can enhance the effectiveness of business decisions. Manage existing reports/dashboards through ongoing production of MIS outputs to ensure consistent information supply in the required format/frequency and by adding additional insight into information produced for clients to ensure a value added service to any information request to enhance business efficiencies. Analyse derived information to create value added knowledge of the bank’s products, channels, service levels, trends, or customers. How to Apply Submit your CV and application on company website:

at Zambia, Lusaka, Zambia in FNB Zambia Information Technology Purpose Provide specialist high-level technical advice high-level problem resolution of complex problems system security policy implementation monitoring. Experience and qualifications Degree or Diploma and the required Certification. 8 Years service industry management experience 3 of which should have been at management level. Responsibilities Participate in daily operational functions as per System administrator role Provide secondly level standby and complex problem resolution. Interface with vendor support to resolve complex application and system configurations Review system changes and approve suggested changes. In-depth system / application knowledge Draft Policy documents and Operational procedures. Set threshold measurements for capacity and infrastructure upgrades Research new and existing technology to align with business needs Set timeline & methodology for System, release upgrades Build test packs for regression testing Access and Implement patches & Fixes in test environment & migrate to live. How to Apply Submit your CV and application on company website:

Purpose Responsible for driving the bank’s financial literacy agenda through the provision of consumer education on financial markets through the delivery of effective training programs with key target groups in collaboration with the retail team. Experience and qualifications Minimum Qualification: Grade 12 Certificate with 5 credits and passes in English and Mathematics Preferred Qualification: Degree in Education or any other relevant degree from a recognised institution Experience: 3 to 4 years’ experience in education, facilitation and training environment Financial literacy an added advantage Valid Driver’s Licence Sound knowledge and understanding of various methods of training delivery Strong planning, interpersonal, collaboration, communications, analytical, instructional and networking skills (both inside and outside the business) Excellent working knowledge of MS Office Ability to think innovatively Responsibilities Manage and provide financial literacy programmes to customers and staff in line with the bank’s strategic plans and objectives. Cultivate and manage objective people working relationships with a variety of stakeholders, including end-users, SMEs, project managers and senior staff members. Comply with governance in terms of legislative and audit requirements. Provide an efficient administrative service through careful and timeous planning, reporting and updating of all related information. Support the development and dissemination of communications and public relations material as/when required. Support the development and execution of CSR, Donations and Sponsorship activities as/when required. Key tasks include, but are not limited to, those tasks associated with each of the above areas of responsibility. How to Apply Submit your CV and application on company website:

Purpose Acts as the first point of contact for SME customers at the branch and assists the Relationship Manager in order to acquire, maintain and grow relationships. Provides a branch based relationship management support function for all SME customers. Experience and qualifications Diploma or degree in Commerce or a related field. Minimum of 3 years general banking experience. Role related Product Knowledge. Market/Segment Knowledge. Additional requirements Communication and Interpersonal skills Attention to detail PC Literacy Teller experience will be added advantage Grade 12 certificate with 5 credits Diploma in Accounts / Banking and Finance or related field Previous Admin experience will be added advantage Management of cost Further to the above responsibilities, the successful candidate will also be responsible for: Execute activities within risk and compliance requirements Error free capture of transactions Process requests in a quick and efficient manner Comply with process requirements Responsibilities Leads generation. Business account opening. Relationship management for the lower tier SME customers. Identifying clients’ needs and delivering customized solutions to a portfolio of existing and new clients. Provide customers with solutions and alternatives to satisfy their needs and wants through cross selling of bank products. Processing of the customers’ requests and queries in an efficient manner. Deal with customer complaints and ensure that it is resolved to the satisfaction of the customer. Joint client visits and presentations with the Relationship Manager to existing and new clients. Assist Relationship Analyst and Relationship Manager build rewarding and enduring relationship through world class customer service. How to Apply Submit your CV and application on company website:

Purpose Accountable for the support, implementation and management of the operational risk function for a specific segment/function, in order to minimise losses and impact of operational risk events. Responsibilities Achieve the Net Income Return for the Business as defined in the business strategy. Achieve revenue targets by either growing a portfolio of existing clients (optimising revenue opportunities) or by acquiring new clients. Establish, align and manage target and budget goals whilst ensuring effective control of costs to increase cost efficiency. Develop and implement differentiated service models for client segments. Build and maintain strategic relationships with internal and external parties to support the sales strategy. Maintenance of expert knowledge on relevant legislative amendments, industry best practices and provision of proactive advice and solutions to relevant stakeholders. Manage the growth of active Customer Account Base to increase client base. Manage accounts and interests of public sector clients to ensure retention and growth Provide sales support efficiencies and services in order to ensure retention of clients. Define a Sales portfolio growth strategy in line with predetermined growth targets, which are determined on an annual basis through conducting competitor analysis and innovating new value propositions by developing sales initiatives which align with the various segment strategies. Monitor changes in legislation, regulations, initiatives and relevant industry practices. Ensure drafting and implementation of appropriate interventions. Ensure compliance with audit requirements. Coordinate and facilitate all approved strategic projects. Track, control and influence sales activities with the specific aim to increase sales efficiencies. Analyse competitor information gathered and ensure active monitoring of market trends. Be able to draft banking proposal and Prepare Proper tender documents for the various RFPs and Tender invitations. Experience and qualifications A relevant degree A postgraduate qualification will be an added advantage 5 to 7 years of business management at a senior /middle level. In-depth understanding of government /non-governmental operations and the legislative framework within which they operate. Understanding of various industry dynamics which impact on the business including a researched understanding of the public-sector trends. Experience within the financial services industry. How to Apply Submit your CV and application on company website:

Purpose Provide high-level support to the Chief Executive Officer (CEO) in the management and monitoring of the day to-day activities, taking remedial action where necessary and reporting on any significant changes within the bank and industry. Conducting research and preparing statistical and strategic reports on behalf of the CEO. Responsibilities Manage costs / expenses within approved budget to achieve cost efficiencies. Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions. Support the Executive at the time of results, including presentations and Interact with the underlying business units and stakeholder on behalf of the Executive. Keep the Executive report informed of various activities within and outside the Group through effective networking and building business relations. Resolve all customer queries efficiently, and within agreed timelines. Comply with governance in terms of legislative and audit requirements; assisting the Executive in all regulatory matters. Ensure the Diary Management activities are executed on time to support with efficiencies. Responsible for ad-hoc projects on executive level required by the direct report. Attending Executive Committee meetings, and other stakeholder meetings and prepare strategy documents, presentation material and briefing documents, minutes and agenda as required. Handling documentation that requires the attention of the Executive and preparing reports on various matters by analysing reports and providing feedback. Manage own development to increase own competencies. Experience and qualifications Minimum Qualification: A relevant degree. Proffered Qualification: Postgraduate qualification in commerce or similar will be an added advantage. Preference will be given to additional qualifications in Banking/Finance/Business 2 to 3 years’ experience in a similar role/environment. PC literate with a sound knowledge of technology – MS Word, Excel, PowerPoint. How to Apply Submit your CV and application on company website:

Responsibilities Provide integrated HR solution and generalist service to BU. Reward and performance management, recruitment, IR, OD, Talent and Career management. Additional Requirements Excellent communication skills, both written and oral. skills. Strong PC skills to include proficiency in Word, Excel, Outlook and PowerPoint Ability to handle multiple priorities and complete tasks/projects in accordance with stated deadlines Project Management and budgeting Skills Should be a registered member of the Zambia Institute of Human Resources Management with a valid practicing certificate. Build and manage objective working relationships with a variety of stakeholders with the aim of becoming a trusted advisor and living the FNB HR brand Partner with line management to create an agile, flexible, responsive and transformed organization. Facilitate the recruitment, development, performance management, reward and retention of skills and competencies that build FNB organization capabilities Use technology to build relationships and networks as well as provide an efficient HR service offering Contribute to enhancing and enabling the recruitment practice capacity in the business Implement the recruitment strategy within business area How to Apply Submit your CV and application on company website: