Job
Title CARD SERVICES OFFICERS (3)
Job Grade / Level 4
Business Area HEAD OFFICE
Reports To/Line Manager MANAGER CARD OPERATIONS
Full/ part time FULL TIME
Language requirements
(if applicable)
ENGLISH & SWAHILI
MAIN RESPONSIBILITIES
Ensure daily monitoring card business System availability to ensure quality service is offered to Card
holder.
Advise call centre and Branches on any irregularities or system misbehaviors/outages and make the
necessary follow up with ICT to ensure the service is restored, including escalation to high authorities.
Provide second level support to Call Centre and Branches on all issues pertaining Card Services
Ensure conformance with VISA, MasterCard and NMB regulations and policies in providing good
customer services to cardholders
Liaise with Call Centre and Branches to prepare SLA for handling of customer queries and ensure that the
agreed SLA is in force.
Conduct frequent training to equip call centre and Branches with new developments in card Business.
Liaise with Branches to Handling cost for all captured cards as per card schemes standards.
Liaise with Card MIS specialist to prepare and report quarterly returns to Visa and MasterCard as per
guidelines provided by QOC and QMR.
Liaise with branch on proper handling of expired cards for onward destruction and renewal process.
Liaise with branches and call Centre to perform card service maintenance such as Blocking, cancelling,
JOB PURPOSE
Under the direction of Manager Card Operations, the officer will be responsible for providing outstanding
customer services to Branches, Call Centre and NMB customers on Card Business Related product
through efficient, well trained and customer focused staff. Ensuring timely communication and knowledge
dissemination on Card product and central point for feedback collection to ensure quality service delivery
to customers. limit setting, and Support Secure Code Activation
Maximizing Customer satisfaction by ensuring customers' complaints and inquiries are timely and
precisely resolved and without unnecessary delays.
Knowledge and Skills required
Competencies:
Must have good English language communication skill both oral and written.
Computer literate
Candidate should have good attitude and inter-personal skills.
Bank Card Business skills obtained from Visa or MasterCard
Teamwork/Personal Effectiveness - clear and concise communication, time management, adaptability
Interpersonal skills - develop relationships with colleagues within Trusts & Estates Practice and the Private
Bank/Private Wealth Management
Coaching / presentation/ training skills
EXPERIENCE & QUALIFICATIONS
Holder of University Degree/Advanced Diploma in Business Administration,
Banking, or Information Technology
Working experience at least 3 year on Bank Card Business
Customer Service skill
Standard Computer skills
Preferred
========
Job Title CARD SERVICES OFFICERS (3)
Job Grade / Level 4
Business Area HEAD OFFICE
Reports To/Line Manager MANAGER CARD OPERATIONS
Full/ part time FULL TIME
Language requirements
(if applicable)
ENGLISH & SWAHILI
MAIN RESPONSIBILITIES
Ensure daily monitoring card business System availability to ensure quality service is offered to Card holder.
Advise call centre and Branches on any irregularities or system misbehaviours/outages and make the
necessary follow up with ICT to ensure the service is restored, including escalation to high authorities.
Provide second level support to Call Centre and Branches on all issues pertaining Card Services
Ensure conformance with VISA, MasterCard and NMB regulations and policies in providing good
customer services to cardholders
Liaise with Call Centre and Branches to prepare SLA for handling of customer queries and ensure that the
agreed SLA is in force.
Conduct frequent training to equip call centre and Branches with new developments in card Business.
Liaise with Branches to Handling cost for all captured cards as per card schemes standards.
Liaise with Card MIS specialist to prepare and report quarterly returns to Visa and MasterCard as per
guidelines provided by QOC and QMR.
Liaise with branch on proper handling of expired cards for onward destruction and renewal process.
Liaise with branches and call Centre to perform card service maintenance such as Blocking, cancelling,
JOB PURPOSE
Under the direction of Manager Card Operations, the officer will be responsible for providing outstanding
customer services to Branches, Call Centre and NMB customers on Card Business Related product
through efficient, well trained and customer focused staff. Ensuring timely communication and knowledge
dissemination on Card product and central point for feedback collection to ensure quality service delivery
to customers.limit setting, and Support Secure Code Activation
Maximizing Customer satisfaction by ensuring customers' complaints and inquiries are timely and
precisely resolved and without unnecessary delays.
Knowledge and Skills required
Competencies:
Must have good English language communication skill both oral and written.
Computer literate
Candidate should have good attitude and inter-personal skills.
Bank Card Business skills obtained from Visa or MasterCard
Teamwork/Personal Effectiveness - clear and concise communication, time management, adaptability
Interpersonal skills - develop relationships with colleagues within Trusts & Estates Practice and the Private
Bank/Private Wealth Management
Coaching / presentation/ training skills
EXPERIENCE & QUALIFICATIONS
Holder of University Degree/Advanced Diploma in Business Administration,
Banking, or Information Technology
Working experience at least 3 year on Bank Card Business
Customer Service skill
Standard Computer skills
==========
JOB PURPOSE
Under the direction of Manager Card Dispute and Compliance, the Card Dispute and Compliance officer will be
responsible for ensuring that all Disputes related to Card Business are reviewed and liaise with stakeholders to
identify all risks and prepare and implement mitigation plan. Will be responsible for keeping up-to-date with
information regarding card fraud activity trend in the market and devise a means to prevent. Also ensure compliance
to reporting fraud cases to International Card Associations as guided in the operating regulationand making sure
Card Business disputes are timely and properly managed to avoid financial losses and reputational risk.
MAIN RESPONSIBILITIES
Quarterly review of Visa operating regulations and MasterCard By Laws and Rules and duspute procedures to
ensure the bank is in compliance and complete the required Compliance Attestations
Liaise with MasterCard and Visa to obtain guidance on how to perform accurate, timely fraud activity reporting and
proper documentation required to support a chargeback or second presentment.
Liaise with ICT to ensure that appropriate system has been implemented for fraud monitoring and reports are
available daily to show monitoring trend.
Liaise with ICT to ensure that fraud control and prevention measures are implemented in the card management
system and the reports for the same activities are easily accessible to Card Business analyst.
Follow up and understand fraud patterns and develop appropriate mitigation strategies.
Ensure Fraud Reporting to Visa (FRS) and MasterCard (SAFE) is done monthly and when processed in the system.
Create Card Fraud awareness to all stakeholders though training sessions and Communicate to Branches and Call
Centre on existence of card fraud activity and the best way to protect customers from fraudulent activities.
To perform Card business risk review on all card Business activities and processes and ensure that the proper
Control and mitigation to the identified risks are put in place.
Ensure daily retrieval for Chargebacks and Copy Request from Visa and MasterCard System and make the necessary
follow up to branches to provide requested sales draft copies and ATM journal rolls
Ensure outgoing chargebacks and presentments for incoming chargebacks are processed on time and with correct
response code.
Report on all cases which are due for Arbitration for both incoming and outgoing disputes and advise management
on the best practise to avoid financial and reputational risk
Ensure all processed outgoing and incoming disputes are Weekly and Monthly Report for analysis and Management
information
Advise Card account to write-off of failed chargeback for onward recovery or payment to cardholder or merchant.
Job Title CARD DISPUTE AND COMPLIANCE OFFICER
Job Grade / Level 4
Business Area HEAD OFFICE DSM
Reports To/Line Manager Manager Card Dispute and Compliance
Full/ part time Full timeTimely respond to Audit issues,
Liaise with all stakeholders, ICT department, System Vendors and Merchants to ensure compliance to PCI-DSS in
every quarter.
Establish activity and process checklist for the entire Card Business unit; make the necessary follow up to ensure all
activities are performed as indicated in the procedure and operational manuals.
Knowledge dissemination to branches and call centre on dispute management and EMV and Secure code liability
shift.
Perform other duties related Card Business as assigned by Manager Card Dispute and compliance.
Knowledge and Skills required
Competencies:
Must have a Good English language communication skill both oral and written.
Candidates must have good computer application knowledge – spread sheet.
Teamwork/Personal Effectiveness - clear and concise communication, time management, adaptability
Interpersonal skills - develop relationships with colleagues within bank and cardholders and merchants
Coaching / presentation/ training skills
EXPERIENCE & QUALIFICATIONS
Holder of University Degree/Advanced Diploma in Business Administration,
Information Technology, Finance, Bachelor of Banking
5 years working experience with at least 3 year on Bank Card Business
Bank Card Business skills obtained from Visa or MasterCard
Working in a high pressure and result driven environment
Preferred
==========
ROLE PROFILE
POSITION DETAILS
Job Title PERFORMANCE/BUSINESS ANALYST
Job Grade / Level NMB 4
Business Area HEAD OFFICE
Reports To/Line Manager MANAGER, CHANNELS DISTRIBUTION & ANALYSIS
Full/ part time FULL TIME
Language requirements
(if applicable)
ENGLISH & KISWAHILI
JOB PURPOSE
Maximize NMB’s performance by focusing on Business Performance especially major cost and income drivers,
analyze the bank’s Retail channels, products and services to achieve operational efficiency and delivery of support to
all stakeholders.
MAIN ACCOUNTABILITIES & APPROXIMATE TIME SPLITS %
Accountability Business Analysis
Time
split: 80 %
Outputs:
The primary duty is to analyze performance of delivery channels, product and services of retail bank and
identify challenging areas.
Identifying the requirement for the changes and recommend the changes to the management
Take part actively in strategic planning of the department and provide input as to the best course of action
Decide on goals and objectives of projects as well as of the department.
Gather all the required data from the various departments design and develop various dashboards for
evaluation and reporting purposes.
Analyze the marketing performance by looking at key performance indicators in comparison with NMB
performance advice management on the performance trends and behavior
Study and research up on various low cost-high impact investment options for distribution activities
Create all monthly reports within stipulated period of time and with specified quality
Managing the performances of the branches and zones in areas of asset growth, profitability and
transactions.
Analyzing and highlighting the financial and non-financial aspects of the business regularities.
Conducting training to Branch Managers and other zonal office staff to enable them understand the whole
process of monitoring and managing branch performance
Assists branches to understand the whole process of budgeting and monitoring of their performance.
Analyze the gaps between projected budget and actual for both; for new and existing branches and report
for improvement
Plan and implement various business evaluation related projects2
Accountability: Other issues
Time
split: 20 %
Outputs:
Communicate to Zones and Branches simple instructions that Manager; Channels Distribution deems fit
Work together with Channel Distribution team and other Head Office Departments as one team to deliver
the exceptional support to the branches
Perform any other duty assigned by Manager; Channels Distribution
COMPETENCIES
Communication and Presentation skills
Business Awareness/Achieving business performance
Risk awareness
Analytical mind
Confidentiality
Accountability
Planning and Organizational skills
EXPERIENCE & QUALIFICATIONS
Holder of University Degree/Advanced
Diploma in Banking/Finance/Business
Administration/IT/Marketing/Economics or
related discipline.
At least 2 years’ experience in relevant field.
Knowledge of Core Banking system.
Sounds Project Management professional
Highly computer knowledge in office
application especially MS excel
Good knowledge of Customer care skills and
sound understanding of NMB products, policies
and procedures.
Able to communicate very well in both English
and Kiswahili.
Creative, innovative and should possess good
analytical and team building skills.
===========
Job Grade / Level 4
Business Area HEAD OFFICE
Reports To/Line Manager MANAGER CARD OPERATIONS
Full/ part time FULL TIME
Language requirements
(if applicable)
ENGLISH & SWAHILI
MAIN RESPONSIBILITIES
Ensure daily monitoring card business System availability to ensure quality service is offered to Card
holder.
Advise call centre and Branches on any irregularities or system misbehaviors/outages and make the
necessary follow up with ICT to ensure the service is restored, including escalation to high authorities.
Provide second level support to Call Centre and Branches on all issues pertaining Card Services
Ensure conformance with VISA, MasterCard and NMB regulations and policies in providing good
customer services to cardholders
Liaise with Call Centre and Branches to prepare SLA for handling of customer queries and ensure that the
agreed SLA is in force.
Conduct frequent training to equip call centre and Branches with new developments in card Business.
Liaise with Branches to Handling cost for all captured cards as per card schemes standards.
Liaise with Card MIS specialist to prepare and report quarterly returns to Visa and MasterCard as per
guidelines provided by QOC and QMR.
Liaise with branch on proper handling of expired cards for onward destruction and renewal process.
Liaise with branches and call Centre to perform card service maintenance such as Blocking, cancelling,
JOB PURPOSE
Under the direction of Manager Card Operations, the officer will be responsible for providing outstanding
customer services to Branches, Call Centre and NMB customers on Card Business Related product
through efficient, well trained and customer focused staff. Ensuring timely communication and knowledge
dissemination on Card product and central point for feedback collection to ensure quality service delivery
to customers. limit setting, and Support Secure Code Activation
Maximizing Customer satisfaction by ensuring customers' complaints and inquiries are timely and
precisely resolved and without unnecessary delays.
Knowledge and Skills required
Competencies:
Must have good English language communication skill both oral and written.
Computer literate
Candidate should have good attitude and inter-personal skills.
Bank Card Business skills obtained from Visa or MasterCard
Teamwork/Personal Effectiveness - clear and concise communication, time management, adaptability
Interpersonal skills - develop relationships with colleagues within Trusts & Estates Practice and the Private
Bank/Private Wealth Management
Coaching / presentation/ training skills
EXPERIENCE & QUALIFICATIONS
Holder of University Degree/Advanced Diploma in Business Administration,
Banking, or Information Technology
Working experience at least 3 year on Bank Card Business
Customer Service skill
Standard Computer skills
Preferred
========
Job Title CARD SERVICES OFFICERS (3)
Job Grade / Level 4
Business Area HEAD OFFICE
Reports To/Line Manager MANAGER CARD OPERATIONS
Full/ part time FULL TIME
Language requirements
(if applicable)
ENGLISH & SWAHILI
MAIN RESPONSIBILITIES
Ensure daily monitoring card business System availability to ensure quality service is offered to Card holder.
Advise call centre and Branches on any irregularities or system misbehaviours/outages and make the
necessary follow up with ICT to ensure the service is restored, including escalation to high authorities.
Provide second level support to Call Centre and Branches on all issues pertaining Card Services
Ensure conformance with VISA, MasterCard and NMB regulations and policies in providing good
customer services to cardholders
Liaise with Call Centre and Branches to prepare SLA for handling of customer queries and ensure that the
agreed SLA is in force.
Conduct frequent training to equip call centre and Branches with new developments in card Business.
Liaise with Branches to Handling cost for all captured cards as per card schemes standards.
Liaise with Card MIS specialist to prepare and report quarterly returns to Visa and MasterCard as per
guidelines provided by QOC and QMR.
Liaise with branch on proper handling of expired cards for onward destruction and renewal process.
Liaise with branches and call Centre to perform card service maintenance such as Blocking, cancelling,
JOB PURPOSE
Under the direction of Manager Card Operations, the officer will be responsible for providing outstanding
customer services to Branches, Call Centre and NMB customers on Card Business Related product
through efficient, well trained and customer focused staff. Ensuring timely communication and knowledge
dissemination on Card product and central point for feedback collection to ensure quality service delivery
to customers.limit setting, and Support Secure Code Activation
Maximizing Customer satisfaction by ensuring customers' complaints and inquiries are timely and
precisely resolved and without unnecessary delays.
Knowledge and Skills required
Competencies:
Must have good English language communication skill both oral and written.
Computer literate
Candidate should have good attitude and inter-personal skills.
Bank Card Business skills obtained from Visa or MasterCard
Teamwork/Personal Effectiveness - clear and concise communication, time management, adaptability
Interpersonal skills - develop relationships with colleagues within Trusts & Estates Practice and the Private
Bank/Private Wealth Management
Coaching / presentation/ training skills
EXPERIENCE & QUALIFICATIONS
Holder of University Degree/Advanced Diploma in Business Administration,
Banking, or Information Technology
Working experience at least 3 year on Bank Card Business
Customer Service skill
Standard Computer skills
==========
JOB PURPOSE
Under the direction of Manager Card Dispute and Compliance, the Card Dispute and Compliance officer will be
responsible for ensuring that all Disputes related to Card Business are reviewed and liaise with stakeholders to
identify all risks and prepare and implement mitigation plan. Will be responsible for keeping up-to-date with
information regarding card fraud activity trend in the market and devise a means to prevent. Also ensure compliance
to reporting fraud cases to International Card Associations as guided in the operating regulationand making sure
Card Business disputes are timely and properly managed to avoid financial losses and reputational risk.
MAIN RESPONSIBILITIES
Quarterly review of Visa operating regulations and MasterCard By Laws and Rules and duspute procedures to
ensure the bank is in compliance and complete the required Compliance Attestations
Liaise with MasterCard and Visa to obtain guidance on how to perform accurate, timely fraud activity reporting and
proper documentation required to support a chargeback or second presentment.
Liaise with ICT to ensure that appropriate system has been implemented for fraud monitoring and reports are
available daily to show monitoring trend.
Liaise with ICT to ensure that fraud control and prevention measures are implemented in the card management
system and the reports for the same activities are easily accessible to Card Business analyst.
Follow up and understand fraud patterns and develop appropriate mitigation strategies.
Ensure Fraud Reporting to Visa (FRS) and MasterCard (SAFE) is done monthly and when processed in the system.
Create Card Fraud awareness to all stakeholders though training sessions and Communicate to Branches and Call
Centre on existence of card fraud activity and the best way to protect customers from fraudulent activities.
To perform Card business risk review on all card Business activities and processes and ensure that the proper
Control and mitigation to the identified risks are put in place.
Ensure daily retrieval for Chargebacks and Copy Request from Visa and MasterCard System and make the necessary
follow up to branches to provide requested sales draft copies and ATM journal rolls
Ensure outgoing chargebacks and presentments for incoming chargebacks are processed on time and with correct
response code.
Report on all cases which are due for Arbitration for both incoming and outgoing disputes and advise management
on the best practise to avoid financial and reputational risk
Ensure all processed outgoing and incoming disputes are Weekly and Monthly Report for analysis and Management
information
Advise Card account to write-off of failed chargeback for onward recovery or payment to cardholder or merchant.
Job Title CARD DISPUTE AND COMPLIANCE OFFICER
Job Grade / Level 4
Business Area HEAD OFFICE DSM
Reports To/Line Manager Manager Card Dispute and Compliance
Full/ part time Full timeTimely respond to Audit issues,
Liaise with all stakeholders, ICT department, System Vendors and Merchants to ensure compliance to PCI-DSS in
every quarter.
Establish activity and process checklist for the entire Card Business unit; make the necessary follow up to ensure all
activities are performed as indicated in the procedure and operational manuals.
Knowledge dissemination to branches and call centre on dispute management and EMV and Secure code liability
shift.
Perform other duties related Card Business as assigned by Manager Card Dispute and compliance.
Knowledge and Skills required
Competencies:
Must have a Good English language communication skill both oral and written.
Candidates must have good computer application knowledge – spread sheet.
Teamwork/Personal Effectiveness - clear and concise communication, time management, adaptability
Interpersonal skills - develop relationships with colleagues within bank and cardholders and merchants
Coaching / presentation/ training skills
EXPERIENCE & QUALIFICATIONS
Holder of University Degree/Advanced Diploma in Business Administration,
Information Technology, Finance, Bachelor of Banking
5 years working experience with at least 3 year on Bank Card Business
Bank Card Business skills obtained from Visa or MasterCard
Working in a high pressure and result driven environment
Preferred
==========
ROLE PROFILE
POSITION DETAILS
Job Title PERFORMANCE/BUSINESS ANALYST
Job Grade / Level NMB 4
Business Area HEAD OFFICE
Reports To/Line Manager MANAGER, CHANNELS DISTRIBUTION & ANALYSIS
Full/ part time FULL TIME
Language requirements
(if applicable)
ENGLISH & KISWAHILI
JOB PURPOSE
Maximize NMB’s performance by focusing on Business Performance especially major cost and income drivers,
analyze the bank’s Retail channels, products and services to achieve operational efficiency and delivery of support to
all stakeholders.
MAIN ACCOUNTABILITIES & APPROXIMATE TIME SPLITS %
Accountability Business Analysis
Time
split: 80 %
Outputs:
The primary duty is to analyze performance of delivery channels, product and services of retail bank and
identify challenging areas.
Identifying the requirement for the changes and recommend the changes to the management
Take part actively in strategic planning of the department and provide input as to the best course of action
Decide on goals and objectives of projects as well as of the department.
Gather all the required data from the various departments design and develop various dashboards for
evaluation and reporting purposes.
Analyze the marketing performance by looking at key performance indicators in comparison with NMB
performance advice management on the performance trends and behavior
Study and research up on various low cost-high impact investment options for distribution activities
Create all monthly reports within stipulated period of time and with specified quality
Managing the performances of the branches and zones in areas of asset growth, profitability and
transactions.
Analyzing and highlighting the financial and non-financial aspects of the business regularities.
Conducting training to Branch Managers and other zonal office staff to enable them understand the whole
process of monitoring and managing branch performance
Assists branches to understand the whole process of budgeting and monitoring of their performance.
Analyze the gaps between projected budget and actual for both; for new and existing branches and report
for improvement
Plan and implement various business evaluation related projects2
Accountability: Other issues
Time
split: 20 %
Outputs:
Communicate to Zones and Branches simple instructions that Manager; Channels Distribution deems fit
Work together with Channel Distribution team and other Head Office Departments as one team to deliver
the exceptional support to the branches
Perform any other duty assigned by Manager; Channels Distribution
COMPETENCIES
Communication and Presentation skills
Business Awareness/Achieving business performance
Risk awareness
Analytical mind
Confidentiality
Accountability
Planning and Organizational skills
EXPERIENCE & QUALIFICATIONS
Holder of University Degree/Advanced
Diploma in Banking/Finance/Business
Administration/IT/Marketing/Economics or
related discipline.
At least 2 years’ experience in relevant field.
Knowledge of Core Banking system.
Sounds Project Management professional
Highly computer knowledge in office
application especially MS excel
Good knowledge of Customer care skills and
sound understanding of NMB products, policies
and procedures.
Able to communicate very well in both English
and Kiswahili.
Creative, innovative and should possess good
analytical and team building skills.
===========
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