Tuesday, November 22, 2016


Zambia National Commercial Bank Plc (Zanaco) is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Retail Banking Department at Head Office:-



Responsible for performing intermediate duties and support related to Bank’s high net worth customers proposition. This will encompass financial services; ensuring effective customer account management; customer recruitment and retention, growing transactions; and assisting customers in their selection of various accounts and financial services; cross-selling the Bank’s products and services; promoting business for the Bank by maintaining good customer relations. To be a key contact person for the customers under the portfolio. Ultimately responsible for customer profitability

Under the supervision of the Affluent Banking Senior Specialist, the following are among the job’s key responsibilities:-

Set portfolio performance targets for the year. I.e. growth rates, volume & value, product holding, revenue per client
Achieve the set sales targets in order to maximize the portfolio profitability
To profitably manage customer portfolio and increase revenue earned by the bank per customer
To ensure customer satisfaction, provide after sales service and own the customer life time value chain
To ensure that identified sales leads are properly managed and prioritized for execution
To lead in weekly high net worth customer sales meetings in order to track and monitor sales performance and use this as a platform for sharing best practice
To identify opportunities to cross sell products and services to new and existing customers and ensure these opportunities are executed and utilized by customers

To on board customers from account opening up to a 12 months period in order to maximize cross sells and customer retention.
To provide competitor information to Client Segment Head quarterly in terms of pricing, products, campaigns to help the bank improve its position in its sales approach
Make customer visits and avail call reports to line manager and execute generated leads and actions from call reports
Responsible for Bank’s High Net worth segment at the branch
To ensure customer retention through cross selling, queue walking, sales promotions, out-marketing calls, presentations and in-branch management of the customer service function
To ensure customer requests and instructions, with appropriate documentation, are received and processed in preparation for Back office execution with a view to providing speedy and efficient customer service
To track service performance regularly and rectify any deficiency in order to maintain high service standards
To attend to and resolve customer complaints or feedback timely and ensure the call back system on complaints raised is working
To ensure constant engagement with the central Customer service team for service improvements
To facilitate customer transactions through other departments i.e. processing transactions, credit etc.
To engage the team on issues raised in the ESS with a view to resolve them.

External: Local Regulators on statutory matters
Internal: All Divisions


Minimum 5 Credits Grade 12 Certificate including Mathematics and English
University Degree in relevant subject
Diploma in Banking and Finance will be an added advantage
At least three (3) years banking experience
Understanding of banking retail products and account opening, KYC Cash and Branch process requirements
Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking Code of Conduct
Understanding of people policies and processes
Demonstrated complaint handling and resolution skills

Verbal and written communication
Delighting customers
Persuading and selling
Drive for results
Analytical thinking
Team work
Customer service orientation
Problem solving
Conceptual thinking
Strategic leadership
Presentation and facilitation


All applications must have an application/cover letter and detailed curriculum vitae indicating the position being applied for in the subject line and should be sent by email to no later than Monday, 5th December 2016.

Kindly note that you do not need to send us copies of your qualification certificates at this point.


P.O.BOX 33611


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