JOB OPORTUNITY
CUSTOMER RELATIONSHIP MANAGER
- Purpose of the position
Customer Relationship Manager is responsible for the relationships with Participating Financial Institutions mainly commercial Banks and MFIs, the design and promotion of the BDF Partial Credit Guarantee/Bridge Lending Window products, capacity building and assistance to the Participating Financial Institutions and other activities that lead to improving access to finance for MSMEs and Large businesses. The Customer Relationship Manager reports to the AFIRR Project Coordinator and will closely work with all other technical departments.
- Main responsibilities
The key responsibilities of Customer Relationship Management will be, but not limited to the following.
- Ensure that agreements between BDF and Participating Financial Institutions are signed on time and are in compliance with Partial Credit Guarantee/Bridge Lending Window Policy and Procedures Manuals and other guidelines. Respond to any questions the PFIs may have regarding the changes to the guarantee agreement.
- Review guarantee/Bridge Lending facility applications for completeness and compliance with the existing Policy and Procedures Manual/agreement.
- Communicate to the PFI the Investment Committee decision on guarantee/Bridge Lending Window applications and claims for compensation on defaulted loans received. In case of referral or rejection, provide further information.
- Collate, review and report on customer requests and complaints by escalating to relevant staff, resolving those where possible, and conducting follow ups to ensure customer satisfaction.
- Act as the main contact on all guarantee issues between BDF and Partner Financial Institutions. In line with Partial Credit Guarantee/Bridge Lending Window; plan and implement customer relationship management training/sensitization programs for BDF’s staff in line with customer expectation, the identified training needs and the BDF`s customer service strategy.
- Support BDF management to improve customer experience and evaluation of customer service operations and satisfaction levels.
- Recommend procedural, process, and policy changes required to meet corporate customer expectation/needs and generate periodic status reports.
- Participate in new Partial Credit Guarantee/Bridge Lending Window product development in order to meet the market expectation
- Actively market guarantee/Bridge Lending Window products and effectively generate leads, create, and periodically update customer databases for potential and existing corporate customers and recommend solutions based on customer value.
- Ensure quality assurance and good customer service delivery on all guarantee/Bridge Lending Window operations (application and claims).
- Develop an ongoing outreach mechanism to loan officers and PFI management to discuss various issues related to the guarantee scheme and Bridge Lending facility on a regular (weekly/monthly) basis. An example would be a weekly/monthly email discussing subjects related to the two products. The purpose is to constantly remind lenders that the Partial Credit Guarantee and Bridge Lending Window are available for borrowers.
- Perform other duties as may be assigned by supervisor.
- Contract duration
The contract term is two years renewable upon satisfaction.
- Professional, academic qualifications and experience
At least a bachelor’s degree in business management, Finance, business administration or other related fields. A professional qualification in Customer Care services as well as a Master’s degree would be an added value.
Experience shall include but not be limited to the following:
- At least 5 years’ experience in the banking sector and at least 3 years in working with Customers on Managerial level.
- Ability to work under minimal supervision.
- Excellent oral and written communication and interpersonal skills.
- High level of creativity and innovation.
- Good planning and organization skills.
- Good problem solving and analysis skills.
- Excellent relationship building and networking.
- Ability to motivate the team into attaining goals.
- High customer service orientation.
- Ability to work under time pressure and meet deadlines.
- Results-oriented, self-driven.
- Excellent written and spoken command of English and Kinyarwanda.
- Knowledge of French is an added value.
How to apply
Interested candidate should send their application file to the BDF Chief Executive Officer (including Curriculum Vitae, copies of degree certificates and professional certificates, motivation letter, names of three previous supervisors’ emails and telephone). The application should be submitted at BDF office or through email: info@bdf.rw not later than 17/11/2023 at 17h00.
Done in Kigali, 02nd November 2023
Vincent MUNYESHYAKA
Chief Executive Officer
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