Merchant Service and Sales Manager - First National Bank



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Job Description: Responsibilities, Qualifications, and Necessary Skills





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To establish processing operation efficiencies, creating best practices for security and ensuring that the team adheres to the applicable laws, regulations, regulatory requirements and Bank policies and procedures and also support the achievement of organizations financial and business strategies through sales and service excellence including planning, executing, monitoring and measuring the service process

Welcome to First National Bank Ghana, the home of the #Changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our talent team in Commercial and Business Banking, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are You Someone Who Can

  • Identify potential financial risk that the annual business plan might bring about and ensure measures are taken to manage that risk against the financial expenditure budget
  • Create, analyse and interpret budget Variance Reports to ensure financial planning and accruals are adjusted to accommodate changes in business operations


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  • Increase operational efficiency and suggest solutions to enhance cost effectiveness control costs for business area
  • Design and deliver customer service solutions, systems and interactions aligned to Organisational values and service standards
  • Establish, manage and maintain sound relationships with stakeholders based on trust that builds the brand
  • Drive continuous improvement in customer service delivery that prevent problems from arising in the future in a proactive manner
  • Implement service delivery and efficiency models
  • Enhance the service experience by ensuring the alignment of multiple service delivery processes and channels, and putting the customer first
  • Introduce best practice customer service solutions and efficiency models
  • Monitor and evaluate all customer touch points to ensure the effectiveness of customer experience
  • Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
  • Engage in cross-functional relationships to obtain and to provide work support
  • Contribute to sustaining a competitive edge through external networking, benchmarking and representation on related forums
  • Anticipate and meet the needs of customers and commit to continuous development and entrenchment of a customer service culture
  • Develop and implement practices which build service delivery excellence and implements efficiency models
  • Model and coach behaviours that build rewarding relationships, encourage innovations and allow others to provide exceptional customer service
  • Provide input into, and implement, corporate governance, compliance, integrity and ethics policies in are of accountability to identify and manage risk exposure
  • Stays abreast of relevant industry risk management best practices and legislative amendments and suggests ways to leverage these to ensure continuous improvement
  • Creates risk awareness and manages audit findings Participate in Group risk forums where required and cascades relevant information through team
  • Brainstorm, identify, implement and drive innovative best practice ideas within the organisation to ensure increased efficiencies
  • Create and participate in specialist communities of practice and represents the organisation at Group and industry level to share best practice insights and solutions
  • Drive strategic projects, change management and platform integration across operations
  • Leverage Group capability to exploit opportunities
  • Ensure and encourage adherence to an operational framework of policies and procedures
  • Maintain expert knowledge on relevant legislative amendments, industry best practices and provide of advice to relevant stakeholders
  • Maintain up to date knowledge of local and global trends Provide thought leadership and expertise
  • Translate functional sales strategy into integrated tactical product, channel or delivery plans
  • Ensure that sales strategies are aligned across the customer value proposition Implement and manage organisation capabilities that enhance business performance and profitability
  • Achieve net profit growth for the business Track, control and influence sales activities with the specific aim to increase sales efficiencies of the team
  • Monitor cost activities and collection of revenue and measure cost to income against set targets and put measures in place to address any discrepancies
  • Identify development needs and select effective solutions to address personal development gaps to facilitate self-improvement
  • Develop and implement a personal development plan
  • Demonstrate a commitment to continuous personal improvement as a life-long learner and encourage the same in others
  • Share information and empower others to act Acts as a role model for continuous professional development in area of expertise
  • Understand the competency and skills sets to be mastered to ensure personal and employee development and performance
  • Identify development needs and select effective solutions to address own and employee development needs to facilitate improvement of self and team
  • Ensure that each employee prepares a personal development plan that is implemented and reviewed as required
  • Create an environment conducive to cross-functional skills transfer
  • Keep abreast of learning opportunities, changing products and trends
  • Provide guidance, share knowledge and expertise and guide employees to find their own solutions
  • Share constructive feedback that motivates others to grow
  • Establish an enabling climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity
  • Influence the development and enablement of a culture and climate where the organisational values are demonstrated and lived Influence the understanding and adoption of the organisational strategic direction

You Will Be An Ideal Candidate If You

  • Have relevant degree
  • Have at least 5 years relevant experience


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You Will Have Access To

  • Opportunities to network and collaborate
  • A challenging working environment
  • Opportunities to innovate

We Can Be a Match If You Are

  • Adaptable and curious
  • Thrive in a collaborative working environment
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