Job Vacancies at CRDB Bank-PLC

CRDB Bank PLC is looking for suitable people to fill vacant positions of Contact Centre Agent (5 Positions) in the Department of Customer Service at the Head Office, in Dar es Salaam.

Job Purpose:

To attend to customer interactions including inquiries, requests, suggestions, and complaints efficiently and effectively as per Bank’s operating procedures.

Key responsibilities:

Respond to customers via different channels (social media, emails, calls and live chat) and provide a quality response as per Contact Centre guidelines.
Record all customer interactions into the system to allow quality reports and follow up of pending queries.
Seek assistance from supervisors on complex queries so as to maintain good customer service delivery.
Maintain good adherence to timetable scores to facilitate efficient management of customer queries.
Process and follow up on customers’ products/services applications received through the Contact Centre to the relevant units to ensure service delivery is done within the set agreed time.
Represent Bank’s corporate values and excellence while following approved operating procedures in every contact with customers to ensure consistent delivery of service as per the Bank’s standards.
Acquire sufficient Bank’s product/services, outlet locations, and service requirements knowledge to ensure correct information is transmitted to customers as per the Bank’s standards.
Keep records of all call information (conversations) according to standard operating procedures (in a comprehensible way).
Build sustainable relationships and engage customers by taking the extra mile.

People Management Function
Provide high quality of integrity, good teamwork spirit and maintain excellent interpersonal relationships with other peers and management.

Customer Focus Functions
Attend to customers’ contacts, inquiries and complaints regarding Bank’s products and services, delivery of service issues, outlet location issues and other queries to

ensure that customers are responded in a manner reflective of Bank’s standards, operating procedure, corporate culture factors and unit plans.
Provide a high quality of performance in all active Contacts, applying extra efforts to give a solution to customers in the very first contact.
Escalate and follow up to respective business units on customers’ contacts, inquiries and complaints to ensure solutions are availed to customers in a timely manner as per Bank’s standards.

Business Functions

Executes campaigns through outbound calls including welcome cycles, telesales and customer call back.
Experience, Knowledge and Skills Requirements
Bachelor’s degree in Business Studies or any other related field in customer service.
2 years of previous customer service experience is preferred.
Knowledge of banking products and services.
Knowledge of customer service practices and principles.
Competent with Contact Centre systems.
Excellent communication skills.
Willingness to go the extra mile to deliver.
Good data entry and typing skills.
Attentive Listening skills.
Problem analysis and problem-solving.
Ability to deal with/handle challenging customers.
Flexibility on change of duties and time.
Ability to cope with Contact Centre dynamics.

Remuneration:

CRDB BANK PLC offers competitive remuneration and benefits. Successful candidates will receive attractive and competitive package commensurate with demands of the position.

Mode of Application & Closing Date
Interested candidates who meet the above criteria should submit an Application Letter accompanied with copies of academic transcript, certificates and with a detailed up to date CV with two work-related referees addressed to the Director of Human Resources to reach him not later than 19thNovember 2019.

Director of Human Resources
CRDB Bank Limited
P.O. Box 268
DAR ES SALAAM
Tel: 022-2117441/7
Email: [email protected]

CRDB Bank PLC is looking for a suitable person to fill a vacant position of Head of Legal in the Department of Company Secretary at the Head Office, in Dar es Salaam.

Job Purpose:

Responsible for leading and directing the legal portfolio, establishing robust legal governance frameworks across the Bank. To ensure the Banks strategic priorities are achieved and supported by appropriate legal guidance.

Key responsibilities:

Provide legal counsel and lead litigation services through the development and implementation of legal policy and governance frameworks. Recommend the best mix of internal and external legal services to the business that will provide the highest quality of legal advice.
Ensure that both civil and criminal cases are presented and prosecuted in courts by professional external and or in house lawyers.
Review lawsuits, claims, demands and prepare the defense for any legal actions against the Bank, and manage the case proceedings.
Coordinate with management as appropriate to ensure that contractual matters are handled in a timely, efficient and cost-effective manner to ensuring that processes and procedures are developed and applied consistently.
Oversee the alignment of all relevant laws in all activities related to the Bank’s business at all times.
Contribute to strategic planning processes at the Bank to ensure that plans are informed by high-quality legal advice to identify, minimize and manage legal risks.
Ensure that there are appropriate contractual protections.
Anticipate and keep informed of Government directions and the implications of the legislation for Bank’s activities, and respond to legislations as well as generating innovative solutions to legal matters, which lack procedures.
Participate in negotiations, drafting and implementation of contracts and agreements on the Bank’s side to protect its interest.
Act as the Bank’s legal counsel and main representative in all legal matters concerning the Bank.
Coordinate the procurement and management of external legal services and provide guidance on SLA.
Provide advice to the Bank on in all statutory and legal matters relating to the Bank’s business to ensure that the bank’s affairs are in line with the Laws of the Land.
Oversee the daily management of the legal function and provide accurate, timely and pragmatic legal advice
Mastermind the Legal team in the formulation, planning, and implementation of an effective legal strategy for the Bank.
Prepare, monitor and control the budget of the Unit and ensure alignment with the business plan and expenses control within the agreed limits.
Manage Legal team’s performance develop and implement plans to ensure productivity and efficiency.

Attributes:

Excellent research, analytical, conceptual and problem-solving skills.
Ability to analyze the bigger picture and offer practical recommendations for the business for remediation and mitigation of legal risks.
Excellent Cases database skills.
Proficient in Powerpoint preparation and presentation skills.
Excellent verbal and written communication skills with the ability to interact effectively with people at all levels.
Ability to work in dynamic conditions, and transition quickly between collaborative and  individual work.
Ability to work in a team and motivate others to achieve the desired goals.
Experience in leading a team and managing external advocates.
Experience in developing strategies, budgets and leading change.
Experience in Company Secretarial and Board duties.

Qualifications and Experience:

Master’s Degree from reputable University preferably in Law or any other related discipline.
Minimum of 7 years of work experience in Law with intense background in litigation.
Understanding of BOT and CMSA Regulations, DSE Rules, Employment & Labour Relations Act.

Remuneration

CRDB BANK PLC offers competitive remuneration and benefits. The successful candidate will receive attractive and competitive package commensurate with demands of the position.

Mode of Application & Closing Date

Interested candidates who meet the above criteria should submit an Application Letter accompanied with copies of academic transcript, certificates and with a detailed up to date CV with two work-related referees addressed to the Director of Human Resources to reach him not later than 20thNovember 2019.

Director of Human Resources
CRDB Bank Limited
P.O. Box 268
DAR ES SALAAM
Tel: 022-2117441/7
Email: [email protected]

Senior Specialist; Labour & Trade Union Relations.

Job Purpose:

Responsible for handling all disciplinary cases and labour disputes and coordinating all Trade Union activities so as to create a harmonious working environment within the Bank.

Key responsibilities:

Labour Relations

Dealing in the first instance, with all queries relating to ER issues/matters.
Fully provide accurate information on disciplinary cases and labour disputes and managing ER caseload. Ensure the case list is routinely kept up-to-date.
Advising the HR team in dealing with ER issues and maintaining good relations.
Assist the Employee Relations Manager in managing and overseeing the disciplinary policy/processes within the Bank and ensuring the same is implemented in accordance with the Labour Laws.
Fully administer disciplinary and grievance procedures and provide counsel.
Support the Employee Relations Manager to investigate and resolve day- to- day employee’s relations problems/issues, either directly or through advice to Line Managers.
Ensuring timely payment of terminal benefits to terminated staff in accordance with the Bank disciplinary policy.
Fully provide accurate information on Labour disputes.
Fully represent the Bank in Labour Tribunal cases at CMA.
Support communication of any changes in the policies to all staff.

ATE/Trade Union

Represent the Bank in TUICO and ATE meetings to ensure the Bank is well represented and updated on current matters.
Monitor and control ratios of Trade Union members and advise the Bank’s accordingly.
Coordinates all Trade union activities within the Bank at all times.
Issue revocation notice for staff who quit from membership of Trade Union.
Prepare training program for Bank’s Trade union official.
Coordinate and oversee the Annual review of “Collective Bargaining Agreement”.
Monitor and control implementation of the Collective Bargaining Agreement.
Periodically review the Bank’s Personnel Manual.

Attributes:

Knowledge of applicable workplace laws, regulations, and employment trends.
Outstanding interpersonal skills.
Exceptional written and verbal communication.
Excellent organizational skills and attention to details. Good problem solving skills.

Qualifications and Experience

Bachelor’s Degree in Laws, HR, social science or its equivalent. Possession of Postgraduate or Masters Degree will be an added advantage.
Minimum of 4 years experience in HR and 2 within Labour & Trade Union Relations.
Remuneration:

CRDB BANK PLC offers competitive remuneration and benefits. Successful candidates will receive attractive and competitive package commensurate with the demands of the position.

Mode of Application & Closing Date

Interested candidates who meet the above criteria should submit an Application Letter accompanied with copies of academic transcripts, certificates and with a detailed up to date CV with two work related referees addressed to the Director of Human Resources to reach him not later than 21st November 2019.

Director of Human Resources
CRDB Bank Limited
P.O. Box 268
DAR ES SALAAM
Tel: 022-2117441/7
Email: [email protected]

Manager Wellness, Diversity Inclusion & Empowerment

Job Purpose:

Responsible for providing staff with the most conducive and healthy working environment, promoting diversity inclusion and women empowerment programs.

Key responsibilities:

Social & Welfare Services

Develops and provides comprehensive social and welfare services, including counseling and coaching to staff.
Develop new administrative procedures to cater for death cases.
Processes invoices for payment relating to all funeral expenses on behalf of the Bank.
Resolve conflict between staff members and third parties outside the bank. Supervises the management of the Bank’s Fitness Centre ● Coordinate the management of Staff Events within the Bank.
Coordinate management of HR Communication & News Letter issuance

Work – Life Balance

Develop work-life balance guidelines for the Bank.
Oversee and monitor the implementation of the work life balance guidelines.
Develop framework for the implementation of the flexible working hours and remote working.
Acts as an interface between HR, Senior Management and staff, to facilitate the implementation and management of the flexible working hours and remote working framework.
Develop guidelines on sick leave management and health and general staff wellbeing and provide trend analysis on a quarterly basis.
Manages maternity and paternity leaves.
Works in tandem with the Medical Service Providers to recognize and address stress related illness and burnout, prevention campaign seminars.
Coordinate supervision of the wellness programs
Coordination of funeral arrangements for staff and dependants.
Coordinate arrangement for staff on medical referrals locally & outside

Diversity Inclusion & Empowerment

Oversees the management of Gender and Diversity Inclusiveness Programs and provide quarterly reports.
Drive “SHE” initiatives programs.
Oversees the management of Empowerment Programs.

Employee Engagement Initiatives

Builds partnerships with all levels of employees from individuals to teams, from entry level to executive leadership.
Coaches and advises staff on solving problems and implementing resolutions for performance management challenges; provide guidance on corrective actions, corporate policy interpretation, and other workplace human resources challenges.
Presents and trains on HR-related content and curriculum – either through formal corporate instructor-led trainings, small group facilitated dialogues, or through one-on-one mentoring sessions.

Leads or contributes to bank initiatives and projects such as: recognition programs, the employee assistance, corporate donations program, annual employee feedback survey etc.

Attributes:

Demonstrated knowledge of employment law.
Outstanding interpersonal skills.
Exceptional written and verbal communication.
Good problem solving skills.
Change initiator to the team and organization at large.
High degree of honesty and integrity.
Team player with ability to take initiative.

Qualifications and Experience

Bachelor’s Degree in HR, Business Administration, Social Science or equivalent knowledge to the role. Possession of Postgraduate or Masters degree will be an added advantage.
Minimum of 3 years experience in Wellness, Diversity Inclusion & Empowerment.
Remuneration:

CRDB BANK PLC offers competitive remuneration and benefits. Successful candidates will receive attractive and competitive package commensurate with the demands of the position.

Mode of Application & Closing Date

Director of Human Resources
CRDB Bank Limited
P.O. Box 268
DAR ES SALAAM
Tel: 022-2117441/7
Email: [email protected]

Learning & Development Specialist

Job Purpose:

Assist Learning and Development Manager in developing and implementing employee learning and development initiatives and solutions that facilitates and drives business development and individual employee’s development and capacity building in the assigned zone/departments as indicated in the Banks strategy.

Key responsibilities:

Developing and implementing innovative and flexible methods to address the developmental and capacity building needs identified, in line with the 70-20-10 Model of learning.
Tracking L&D related data and generating remedial learning solutions.
Work with subject matter expertise in delivering the statutory, mandatory, developmental and organizational change training requirements for new and existing staff in the respective departments/zones
Assist the Learning and Development Manager in managing activities by internal and external volunteer trainers, coaches, mentors and external trainers.
Conduct coaching and mentoring sessions with employees in the specified zone/department in order to drive major behavioral changes required for long-term success.
Facilitate strategic activities which contributes to a Bank wide cultural transformation as stipulated in the cultural transformation project document.
Maintaining a keen understanding of learning & development trends, developments and best practices.
Support the Learning & Development Manager in the effective delivery of development activities in departments/zones.
Work in close partnership with HRBPs, Zonal Managers and Business heads across the organization to create alignment and understanding of development needs for targeted employees.

Attributes:

Knowledge in various learning models and instructional designing.
Good Facilitation and Presentation skills.
Self-motivated and good team player.
Excellent interpersonal and networking skills, internally and externally.
Commitment and accountability.
High degree of honesty and integrity.
Creative and ability to inspire others.

Qualifications and Experience

Bachelor degree in Education, Human Resources or its equivalent.
Certification in Learning and Development Management, TOT will be an added advantage.
Minimum of 4 years experience, 2 being in L & D.

Remuneration:

CRDB BANK PLC offers competitive remuneration and benefits. Successful candidates will receive attractive and competitive package commensurate with the demands of the position.

Mode of Application & Closing Date

Director of Human Resources
CRDB Bank Limited
P.O. Box 268
DAR ES SALAAM
Tel: 022-2117441/7
Email: [email protected]

Senior Manager – ICT Audits & Data Analytics

Job Summary
To oversee planning, execution, reporting and follow up of ICT audits and any other audit engagements assigned to provide assurance that IT risks relating to confidentiality, integrity and availability of information are mitigated to acceptable levels. The role entails evaluating whether internal controls, risk management and governance processes relating to ICT operations are adequate and effective and CRDB Bank ICT policies & procedures, applicable laws and regulations regarding privacy and security in data processing are adhered to. The role requires participating in developing a Risk Based Annual Audit Plan for approval by the Board Audit Committee.

Key responsibilities:

Audit Delivery & Stakeholders Management

Overseeing planning and scoping of audit assignments relating to ICT operations and any other areas assigned, determining engagement scope & objectives, conducting a risk assessment, including fraud risk assessment, allocating audit resources, defining deadlines and ensuring a comprehensive and appropriate terms of reference is set for each review.
Lead fraud risk assessment based on previous fraud cases or scenario planning ensuring adequacy of controls is assessed in those areas and tests are designed to test the effectiveness of identified key controls in either preventing or detecting ICT related fraud risks.
Ensure audit tools are effectively used to bring efficiency and effectiveness in the audit process.
Developing standard scripts for data analytics for all key systems in the Bank.
Develop and maintain a database of identified risks and tests to be carried in data analytics from the Bank’s systems across the network.
Ensure audits are carried out in line with International Standards for the Professional Practice of Internal Auditing as issued from time to time by the Institute of Internal Auditors as well as those issued by Information Systems Audit and Controls Association (ISACA).
Provide guidance to Audit Managers /auditors during audit assignments with emphasis on process understanding, risk identification and assessment, root cause identification and development of recommendations that address the root causes and issue audit reports that meet the required standard for reporting to Management and make oral or written presentation on the audit issues at the request of management or at his/ her own initiative.
Lead discussions with business leaders regarding audit observations and root causes of issues upon consultation with the Director of Internal Audit where applicable.
Ensure that documentation throughout the audit lifecycle (scoping, understanding processes, identifying risks and controls, assessing controls and identifying issues) is accurate, reflective of work performed and supports the conclusions drawn.
Consulting Management, risk teams, internal auditors or the business to identify high risk areas that should be subjected to assessment and carrying out data analytics on regular basis;
Represent the Internal Audit Department, upon consultation with the Director of Internal Audit, on various projects that aim at improving risk management, governance and controls surrounding ICT systems within CRDB Bank.
Supervise support on automated audit tools used in the department.
Perform follow-up audit reviews to determine the extent to which root causes of issues observed have been closed and supported with sufficient, reliable and relevant evidence.
Participating in preparation of the annual audit plan.

People Management and Leadership

Provide leadership to Audit Managers and Auditors by mentoring and coaching, providing constructive feedback including formal performance management to ensure personal and professional growth of auditors under his/her supervision.
Provide regular training to auditors on ICT risks and controls.
Managing audit teams and ensuring audits progresses as planned as regards scope, budget and timetable.

Knowledge Management

Improving technical knowledge through self-learning or training including fulfilment of mandatory Continuous Professional Development (CPD) requirements.
Sharing knowledge with the audit team and peers in the business through presentations and other forms.
Provide advice to the business at its request or his/her own initiative that will contribute to the improvement of risk management, controls and governance matters in the Bank’s ICT systems.

Education Requirements
Master’s degree in information technology or business related from any accredited University.
Degree in Computer Science from any accredited University.
Certification in Information System Audit (CISA) is a must. Certified Internal Auditor (CIA) or Public Accountant (CPA / ACCA) will be added advantage.

Experience, Knowledge and Skills Requirements

A minimum of 7 years’ practical experience on managing audit of banking operations and has demonstrated a high degree of professional competence, administrative capabilities and initiative in the general organization and management of Department of Internal Audit and shown merit and ability as reflected in work performance and results.
Demonstrated advanced proficiency in applying automated audit tools
Knowledge of the systems supporting operations of the Bank
Sound knowledge of Bank of Tanzania Regulations and best Banking practices.
Strong Communication Skills, Sound Business acumen and Leadership skills

Remuneration

CRDB BANK PLC offers competitive remuneration and benefits. Successful candidate will receive attractive and competitive package commensurate with the demands of the position.

Mode of Application & Closing Date

Director of Human Resources CRDB Bank Limited
P.O.Box 268
DAR ES SALAAM
Tel: 022-2117441/7
Email: [email protected]

Manager, Audit Data Analytics

Job Summary
Audit Manager Data Analytics is responsible for extraction of data and conducting analytics of data from critical bank systems to identify exceptions, insights, trends that helps to identify control weaknesses and or opportunities for corrective action. The role also entails, developing standard scripts for data analytics for all key systems in the Bank. The position also requires provision of support to internal auditors in using computer-assisted audit techniques.

Key responsibilities:

In consultation with Senior Audit Managers and Audit Managers identify areas that should be subjected to data analytics and lead data extraction and analytics of those areas covering all critical systems of the Bank and provide results;
Lead performance of audits of existing security applications, the related network links and the supporting computer data centers;
Based on a review and evaluation of current Information Systems internal controls, assess potential risk, and exposure to the Bank, and prepare detailed audit programs describing tests to be performed;
Provide training and guidance on data analytics within Internal Audit and across the Bank;
Lead fraud risk assessment based on previous fraud cases or scenario planning ensuring adequacy of controls is assessed in those areas and tests are designed to test the effectiveness of identified key controls in either preventing or detecting ICT related fraud risks;
Ensure audit tools are effectively used to bring efficiency and effectiveness in the audit process;
Developing standard scripts for data analytics for all critical systems in the Bank.
Develop and maintain a database of identified risks and tests to be carried in data analytics from the Bank’s systems across the network.
In consultation with Senior Audit Managers provide leadership to auditors by: mentoring and coaching, providing constructive feedback including formal performance management to ensure personal and professional growth of auditors under his/her supervision and mentorship;
Managing audit teams and ensuring audits progresses as planned as regards scope, budget and timetable.
Sharing knowledge with the audit team and peers in the business through presentations.

Education Requirements
Holder of Masters’ degree in information technology or business related field from any accredited University.
Bachelor degree in Computer Science or a related field from any accredited University.
Possession of Certified Information Systems Auditor(CISA) is a must; Certified Internal Auditor (CIA) or Public Accountant (CPA / ACCA) will be added advantage.

Experience, Knowledge and Skills Requirements

Practical experience in conducting coordinating Quality Assurance for at least 5 years preferably in a Bank or Financial Institution setting.
Demonstrated thorough understanding of International Standards for the Professional Practice of Internal Auditing issued by the Institute of Internal Auditors.
Sound knowledge of Bank of Tanzania Regulations and best Banking practices.
Strong Communication Skills, Sound Business acumen and Leadership skills.

Remuneration

CRDB BANK PLC offers competitive remuneration and benefits. Successful candidate will receive attractive and competitive package commensurate with the demands of the position.

Mode of Application & Closing Date

Director of Human Resources CRDB Bank Limited
P.O.Box 268
DAR ES SALAAM
Tel: 022-2117441/7
Email: [email protected]