Jean Pierre Mugiraneza

JOB PURPOSE

• Responsible for the overall leadership, Management, Growth and Profitability of the Branch Business and Implementation of an Efficient and Effective Operational, Risk Management, Customer service and Sales Culture

RESPONSIBILITIES:

• Develop periodic branch retail strategy in order to ensure the sustainability business growth;
• Oversee the branch operations in order to ensure superior service offering to all branch customers;
• Control operational costs by ensuring efficient utilization of branch recourses within the budget;
• Coach and Mentor branch staff and measure their performance in order to build a high performing team;
• Monitor branch report liability and asset portfolio with ultimate aim of ensuring that it remains profitable;
• Ensure compliances with policy and procedure in order to reduce business risks;
• Ensure that branch process is within agreed T.AT in order to leave customer satisfaction

DAILY RESPONSIBILITIES

• Authorization of transactions;
• Credit application appraisal;
• Meetings with clients and staff;
• Customer inquiries;
• Account performance monitoring;
• Plan for future projects;
• Reviewing reports;
• Customer call visit;

JOB PURPOSE

• Develop, grow, and monitor personal banking liability and assets portfolios with the aim of ensuring that the branch network remains profitable, competitive and promptly reacts to the changes in both the internal and external environment;
• Contribute to and take a proactive role in the strategic direction of Personal Banking
• This will include ensuring that the Bank’s objectives as relate to the Personal banking are met
• A key role will be development of strategic plans;
• Overall management of the Branch Network to ensure superior service offering to all bank’s customers, reduction of operating costs by ensuring efficient utilization of Bank’s resources and reduction of frauds and losses through implementation of first-class corporate governance through adherence of set policies and procedures;
• Monitor and manage customer complaints, constantly review service delivery standards and position staff in a way, which ensures maintenance of the highest service standards;
• Forecast, plan, implement and monitor all Personal Banking sales, cost and expenditure activities within a set budget and proactively and promptly device remedial actions to minimize the variances between the budget and actual performance;
• Organize and manage the available Personal Banking & Branch Network human and physical resources
• Coach, mentor and develop a high performing team
• A key ingredient being inculcation of a performance management framework;
• Co-ordinate all Personal Banking & Branch Network activities and liaise with Retail Banking head office and other departments for all Retail Banking requirements;
• Ensure effective migration of customers to electronic business channels.

JOB PURPOSE

Business work stream for Merging KCB & BPR BANKS

KEY RESPONSIBILITIES

• Personal Banking Product rationalization such as Account products, personal loan products, product features and their Risk Acceptance criteria;
• Bank Tariff harmonization;
• Product knowledge trainings to retail staffs both former KCB Bank Rwanda Plc & Banque Populaire du Rwanda Plc;
• Day one readiness preparations of the new entity BPR Bank Rwanda Plc.

JOB PURPOSE

• To develop and maintain business account relationship to increase, sustain quality loan portfolio, deposits and profitability
• Responsible for deepening existing relationships in assigned portfolio of merchants & Agents and acquire new business through aggressive sales

KEY RESPONSIBILITIES:

• Identify and attract the new loan and deposit to the branch through a well prepared sales plan in order to reinforce sales strategy;
• Initiate credit facility to recommend the approval through in death quality preliminary analysis;
• Process credit application within stipulate TAT to increase customer certification level;
• Monitoring individual loan facility to insure minimum portfolio at risk;
• Resolve retail business customer inquire to improve customer satisfaction;
• Prepare weekly sales report, Monthly portfolio report;
• Maintain excellent relationship with existing and prospects SME clients to sustain business growth;
• Identify potential merchants & Agents and make sales presentations to them;
• Acquire and ensure retention of merchants & Agents through effective relationship management;
• Training of merchant & Agent employees to ensure service quality;
• Merchant queries and request closure;
• Regular Merchant & Agent visits;
• Merchants and Agents service quality assurance through timely query and/or complaint resolution

DAILY RESPONSIBILITIES:

• To prepare daily, weekly, and monthly SME performance report;
• To meet, identify and evaluate customers' or prospects' financial needs in order to mobilize new accounts, deposits and quality loans;
• To monitor the utilization of drawn facilities and prevent migration to NPL and overdrawn accounts;
• Capture SME business credit applications in Credit Quest;
• Make customer’s business call visit;
• Acquisition of new merchants and agents;
• Attend to merchant and agents enquiry and setting up of applications;
• Merchants and agents visits to ensure proper relationship management;
• Prepare MIS reports and monitor daily performance;
• Merchant Sales volume monitoring.

JOB PURPOSE

• To develop and maintain Personal Account Relationships to increase Quality Deposits and Loan Portfolio

KEY RESPONSIBILITIES:

• Interview Potential Personal Customers to increase number of accounts opened;
• Monitor Personal Accounts to minimize the dormancy rate and Overdrawn accounts;
• Process Personal Credit Applications within stipulated T.A.T;
• Resolve customer’s Enquiries to increase customer satisfaction;
• Monitoring Individual Credit Facilities to ensure minimum Portfolio at Risk;
• Prepare Periodic Reports on overdrawn accounts, Dormant accounts and Loan Performance;
• Check the Authentication on Products Applications in the System to Ensure KYC and A.M.L

DAILY RESPONSIBILITIES:

• Daily Monitoring of the Overdrawn Accounts;
• Check on Personal Credit Performance;
• Interview Customers for Account Opening;
• Authorize Customer Creation, Accounts Creation and Images;
• Capture Personal Credit applications in the System;
• Authorize KCB Connect and Internet Banking Applications;
• Advise Customers on Credit Facility Decision;
• Assist Branch Manager to handle Personal Banking Related Matters;
• Increase Product Knowledge within the Branch.

JOB PURPOSE

• To manage and monitor customer service delivery in the center to recommend and implement solutions that meet customer expectations with the aim of driving service excellence

KEY RESPONSIBILITIES:

• Opening of accounts and ordering of all the operative tools e.g
• ATM cards, Cheque books, electronic banking etc;
• Ensure safety and issuance of ATM/Debit, Credit cards and Cheque books within set guidelines;
• Provide seamless, timely, accurate and responsive service to customers by driving internal customer service at the branch e.g
• SFTs and Product Knowledge etc;
• Manage customer relationship to enhance business growth through cross selling of bank products & Services, revenue collection and cost management as well as drive customer education and customer Retention/reactivation lapsed accounts;
• Crisis management and escalation of major issues thereof to responsible/accountable units;
• Banking hall management i.e
• Queue management, stationary availability and display, update of forex board and overall center ambience
• Work in liaison with branch management to ensure that all counters are sufficiently manned at all times;
• Capture, Analyze, resolve and escalate customer complaints / correspondences within defined TAT
• (includes e-CRM);
• Ensure effective resolution and closure of audit issues related to the department;
• Provide customer feedback and ideas on service improvements to Branch Management to improve service delivery and ensure timely submission of relevant reports;
• Enterprise-wide Risk management (Adherence to Standard Operating Procedures (SOPs), Anti- Money Laundering (AML) and Know Your Customer (KYC) procedures in order to mitigate against risks)

DAILY RESPONSIBILITIES:

• Authentication and authorization of customer requests e.g
• Electronic Banking, Stop
• Payment requests, Funds transfer’s requests etc;
• Receive, verify and date stamp all customer instructions as per set guidelines;
• Manage account opening process as per set guidelines;
• Management of Cheque books, debit, prepaid and Credit cards as per set guidelines;
• Guide customers to how to use Mobi, I-bank and E-statements;
• Manage customer complaints as per procedure;
• Cross selling, revenue collection and cost management, customer education (including product demonstrations);
• Follow up reactivation lapsed account and customer retention;
• Manage Queues /floor management as per set guidelines;
• Collect/receive and capture of customer enquiries and complaints/ and follow up for resolution of the same within set TAT;
• Analyze and evaluate the customer feedback for use by stakeholders;
• Verifying & issuance of account Statements, accounts operating tools and customer advices as per account mandate and set guidelines & ensure customer signs for receipt;
• Capture and manage every/all customer interactions in e CRM and ensure resolutions of e-CRM escalated issues within set guideline & proper record management;
• Resolution of unauthorized items;
• Custodianship and reconciliation of Cheque Books and ATM’s on a daily basis;
• Liaise with Branch Management to ensure that all counters are sufficiently manned at all times;
• Proper documentation, reporting and record management;
• Implement customer experience initiatives;
• Evaluate Customer feedback and recommendations.

JOB PURPOSE

• Responsible for providing seamless, timely, quality and responsive service to Customers
• KEY RESPONSIBILITIES
• Opening of accounts and ordering of all the operative tools as per set guideline and Standing Operating Procedures e.g
• ATM /debit cards, cheque books, electronic banking etc
• Ensure safety, security and issuance of ATM/debit cards, credits cards and cheque books within set guidelines and standard operating Procedures;
• Receive and process customer instructions, requests and update of account details; verify and handle within defined TAT times and stipulated guideline and procedure;
• Reconciliation of ATM’s /Debit cards, Credit Cards, Prepaid cards and Cheque books;
• Capture, analyze, resolve and escalate customer feedback, complaint and correspondences within defined TAT (Includes eCRM);
• Seamless coordination of banking hall activities (Queue Management; stationary availability and Display & update of Forex Boards);
• Obtain and capture customer feedback in CRM and provide ideas on service improvements to improve service delivery;
• Cross selling of Bank product, drive customer education and product demonstration and re-activate lapsed customers;
• Drive and participate in internal customer experience initiatives e.g
• SFT; SSP and Product knowledge;
• Ensure effective resolution and closure of audit issues related to the department;
• Enterprise wide Risk management (Adherence to Standard Operating Procedures (SOPs), Anti- Money Laundering (AML) and Know Your Customer (KYC) procedures in order to mitigate against risks);
• Other responsibilities delegated by the Line Manager

DAILY RESPONSIBILITIES:

• Receipt of Customer enquiries, complaints and resolution of the same within set TAT;
• Receive, verify and date stamp all customer instructions as per set guidelines;
• Daily Reconciliation of all ATM’s/debit Cards, credit, prepaid and Cheque books;
• Handle ATM cards, debit Cards, credit, prepaid stop payment and Cheque book requisition and management as per guidelines;
• Register customers to Mobi, I-bank and E-statements;
• Monitor floor activities /queues in the Banking hall;
• Handle the account opening process on a daily basis as per set guideline;
• Updating of Customer contacts and forex rates board on a daily basis;
• Verifying & Issuance of Account Statements, accounts operating tools and customer advices as per Account mandate & ensure customer signs for receipt in the register;
• Raising relevant vouchers for Customer transactions;
• Capture every/all customer interactions in eCRM and ensure resolutions of eCRM escalated issues within set guideline & proper record management;
• Ensure availability, adequacy and neat arrangement of stationary in the banking hall;
• Objectively solicit/collect, capture and evaluate Customer feedback;
• Implement customer experience initiatives;
• Proper documentation, reporting and record management;
• Receiving, verifying, register and distributing Customer instructions and incoming mails.

• Maintained organized filing system for financial records, enabling easy access during audits or other review processes.
• Collaborated with sales team to ensure accurate invoicing and timely collections, resulting in improved cash flow.
• Maintained records by imaging invoices, debits, and credits.
• Reduced outstanding receivables by diligently following up on overdue invoices and negotiating payment plans with clients.
• Increased accuracy of financial reports by reconciling accounts, identifying discrepancies, and rectifying errors in a timely manner.
• Supported management by processing invoices and documents with consistent on-time delivery.
• Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
• Inspected account books and recorded transactions.

• Meet and greet clients.
• Oversee catered functions, in-house and off-site.
• Responsible for making the function space visually appealing and presenting the menu offering for the event.
• Responsible for the overall sanitation and cleanliness of the work areas, banquet rooms, and storage areas.
• Responsible for the proper usage and good working order of all equipment, furniture, and fixtures in the Banquet and Catering Section in the shift assigned.
• Responsible for consistently implementing the service standards and operating procedures in the banquet and Catering service.
• Provide excellent customer service and ensure customer needs are met.
• Provide unique and creative ideas to enhance meetings & group experience.
• Should possess in-depth Knowledge of Food and Beverage preparation and presentation.
• Supervise events and team members throughout service.
• Guide the Banquet servers in the set up of tables and place settings.
• Be familiar with all current and upcoming event details.
• Resolve staff and customer concerns quickly and efficiently.
• Coordinate with the Kitchen and housekeeping department.

• Managing restaurant staff's work schedules.
• Conducting regular inspections of the restaurant kitchen to determine whether proper standards of hygiene and sanitation are maintained.
• Checking in on dining customers to enquire about food quality and service.
• Monitoring inventory and ensuring that all food supplies and other restaurant essentials are adequately stocked.
• Monitoring the restaurant’s cash flow and settling outstanding bills.
• Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
• Improved customer satisfaction by ensuring consistent quality of food and service.
• Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
• Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
• Hired, trained and mentored staff to meet and exceed high quality standards.
• Reviewing customer surveys to develop and implement ways to improve customer service.