FINCA TANZANIA JOBS , MAY 2014

Account Relationship Officer-Tanzania
Category: Operations
Posted: 16 May 2014
SUMMARY
Focuses on the growth of Savings and credit clients by mobilizing savings accounts, developing, managing and maintaining a high-quality loan portfolio and on reaching the maximum portfolio caseload for his/her credit and savings product. The ARO participates actively in credit committees and has a credit committee voting right. The ARO participates actively on arrears committees.
The ARO provides, according to FINCA’s mission, financial services to lowest-income entrepreneurs, reaches out to potential clients, to mobilize savings in terms of numbers and volume from the field and provides loans to qualifying prospects. The ARO manages the loan accounts by closely monitoring repayment behaviors and client’s socio-economic situation. The ARO maintains a high-quality portfolio and manages its sound growth based on performance targets and detailed working plans. The ARO is responsible for overall management of his/her savings and credit portfolios.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Products/Services: Market all FINCA products and services to potential clients by using promotional tools and mechanisms approved by FINCA’s management. This includes responsibility for generating savings clients for subsidiaries that are regulated.
Savings: Responsible to achieve the personal savings monthly targets both, in numbers and volumes. Follows up and make sure that the accounts activated under own portfolio are actively used by the customers; Responsible for acquiring savings potential customers and guaranties the follow up process for opening accounts. Responsible for planning activities and events to the purpose of maintaining relationship with Top Savers Customers and maintain customer’s relationship at all the time; ARO must have excellent savings product knowledge and other competitors in the market, as well as its his/her responsibility to stay updated with the changes related the products’ features that might occur and provide a transparent information to the potential customer.
Loans operations/portfolio management: Responsible for full lending cycle of loan initiation, processing, monitoring, repayments and recovery. Select clients, provide detailed products and services information, conduct client evaluation, collect all the necessary documents and check their accuracy, present credit proposals at credit committees based on the client risk assessment, and process loans documentation. Explain to clients all the details of the disbursement and repayment process.
Record keeping: Compile credit files and all necessary documents, hand over to back office staff for processing.
Reporting: Prepare and present reports as required by the ARS
Compliance: Ensure that each loan is disbursed in compliance with FINCA lending procedures, policies and methodology at all stages of loan processing.
COMPETENCIES 
Customer Service: Ensure clients receive the best service; maintain good relations with clients, and timely respond to the needs of existing clients.
Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demons Research and develop new business opportunities within assigned geographical zone. Assist the marketing department in market research and impact studies upon request.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyses information skilfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Interpersonal Skills - Focuses on solving conflict, not blaming Maintains confidentiality; Remains open to others' ideas and tries new things. Manages difficult or emotional customer situations; Responds promptly to customer needs as per guidelines in the Customer Service Manual. Meets commitments.
Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.Maintain a good relationship with the staff, and pursue additional training as warranted.
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. Partner with ARS to develop weekly and monthly action plans with regard to savings and credit clients, deposits mobilization and loan disbursements and other individual performance goals.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

EDUCATION AND EXPERIENCE 
2 years of experience working in a client-facing sales role, in educational profession or in agricultural field is highly desired.
Basic mathematics and analytical skills required, writing, reading and comprehension skills, attention to details.
Strong customer orientation.
Diploma or Bachelor Degree preferred.

LANGUAGE SKILLS
Proficiency in both English and Swahili language
KEY PERFORMANCE INDICATORS
Meet a minimum number of  savings clients and portfolio as defined by the Supervisor
Maintain the savings portfolio Average Savings Balance as defined by the Supervisor
Reduce the number of Dormant Accounts to meet minimum standard
Execution of Personal Sales Plan and savings targets
Meet the number of borrowing client,  PAR and  loan portfolio as defined by the supervisor
TRAVEL REQUIREMENTS
Availability to travel 70 % of the available time
PHYSICAL DEMANDS
Ability to travel in economy class when traveling by air or rail
Job Requirements
FINCA International Inc. is an Equal Opportunity Employer.
- Contribute to the development of the FINCA network.

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Delivery Channels Administrator- Tanzania
Posted: 19 May 2014
Category: Operations
Job Description
SUMMARY
The Delivery Channels Administrator will provide technical support for the subsidiary’s delivery channel initiatives and active channels. They will be in charge of day to day support of the BREFT Switch & associated end user channels.  Work with the Business to develop strategies and action plans to align technology to business processes of the Company that are geared to supporting delivery channels. Analyze business requirements and translate into technology solutions. Develop, implement and maintain policies and procedures related to delivery channels based on FINCA’s I.S policies.
Measure, monitor and optimize Delivery channel Services and good performance of the area as a service provider. Develop, implement and maintain Information Security Plan and Business Continuity Plan for all Delivery channel solutions


ESSENTIAL DUTIES include the following. Other duties may be assigned.
Manage the  subsidiary BREFT Switch application and related software  and hardware;
Manage the delivery channel interface to Core Banking Application. Such Interface may include FEPI
Maintain above 98%  system uptime for  BREFT SWITCH  and related delivery channel software and Hardware
Ensure Functional and good health status of related databases supporting Delivery Channel
Maintains, tests and apply  patches related to BREFT Switch/ATM from vendors ;
Provides support to end users on devices and switch related issue;
Work with the Regional Infrastructure Specialist,  Subsidiary Network administrators and network providers to ensure that the connectivity between devices and BREFT functions as expected with minimum downtime ;
Working with reporting Manager to ensure required business reports are developed and available to the business.
Evaluates new technologies and implement them if appropriate for other departments and works with other technical staff to determine hardware and software needs;
Maintains security of hardware and software;
Performs backups of data and operating systems for all critical machines;
Responds to problem reports, machine crashes, hardware failures and power outages;
Take charge and ensure adequate IS Security coverage is maintained at all areas under the delivery channel domain including but not limited to data, infrastructure, networks etc.
Work with the Regional IS Project Manager to ensure all Delivery channel projects are formally managed
Coordinate and support provision of  related IS trainings to system  users;
Provide specifications and standards in procurement  of IS hardware, software, and services;
SUPERVISORY RESPONSIBILITY     
Responsible for supervising Junior Delivery Channel Administrators.

Job Requirements
COMPETENCIES           
To perform the job successfully, an individual should demonstrate the following competencies:
Strong technical orientation related to the job
Ability to work well in a team environment and under pressure
High level of energy, creativity, flexibility, enthusiasm, commitment, self-confidence and initiative
Accuracy, attention to detail and awareness of deadlines
A hard working self-starter with initiative, able to set own priorities
Sharing:  Contributes to a team, and recognizes and promotes the wider corporate picture.
Ability to anticipate problems and proactively takes measures to control or minimize them.
The ability to present information and ideas clearly and concisely
Proven ability to balance, prioritize and organize multiple tasks

QUALIFICATIONS
Over 2 years of technical experience
Over 2 years of experience in implementation and support of Delivery Channels systems;
Knowledge of Core Banking systems
Knowledge of ISO messaging formats.
Experience with Windows family operating systems;
Experience with enterprise databases (at least one of Oracle, DB2, MS SQL, Sybase);
Education & Experience          
A degree in Computer Science
ITSM knowledge
2+ years of experience in  Systems Administration of Delivery channel related applications
2+ years of experience within a technical support environment, including hardware, software and network support.
Language Skills

Fluent English: written and spoken
Reasoning Ability                                                 
Able to clearly link IT solution to operational performance drivers, generate alternatives and drive positive change.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Communication skills across all levels of the business. Ability to translate business requirements into technical solutions

Computer Skills                                                    
To perform this job successfully, an individual should have knowledge of Core banking and Delivery channel Systems

KEY DELIVERABLES
Minimum downtime on Delivery Channel systems.
Users are able to utilize the Delivery Channel systems to optimal levels.
Timely and efficient implementation of Delivery Channel projects.
KEY RELATIONSHIPS
Responsible for quality assurance and obtaining service level agreements on the performance of the system and to ensure the set standards are adhered to.
Relationships with Channels Business Development Manager , Regional IS project manager  and  subsidiaries to support Delivery channel agenda.
Relationship with Regional IS Director to align Delivery channel  projects with local policies and global standards of the company.
Relationship with suppliers for the procurement of IT services and ensure compliance with agreed SLAs
Relationship with members of IS Department to ensure compliance with goals of the Company.
TRAVEL REQUIREMENTS

Availability to travel (40% of the time) to various branches as may be required.


COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.

Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.

Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue ; Conserves organizational resources.

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions ; Uses equipment and materials properly.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

FINCA International Inc. is an Equal Opportunity Employer.
- Contribute to the development of the FINCA network.
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Customer Service Officer- Tanzania
Posted: 18 May 2014
Category: Operations
Job Description
CUSTOMER SERVICE OFFICER FINCA TANZANIA
Immediate Supervison: Back Office Supervisor

Duty Station: FINCA branches
Brief description of the job:

The Customer Service Officer is responsible to resolve disputes for all customers’ complaints, queries and to interact with customers to provide and process information in response to account opening and request about  product and services.

Main job responsibilities:
Deal directly with customers either by telephone, electronically or face to face
Implement customer-service standards; respond promptly to customer inquiries; and resolve problems and complaints; complete audits; identify customer service trends; determine system improvements; implement change within agreed timelines
Keep detailed records of customer interactions and transactions, record details of inquiries, comments, and complaints, record details of actions taken
Process customers’ transfers with proper approval from the supervisor
Perform customer verifications, open new accounts, follow up of pending/missing documents, maintain customer account data/records for both loan and savings by updating client information
Determine customer service requirements by analyzing customer needs; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications
Improve customer service quality results by studying, aid the branch manager in ensuring that all relevant standards within the customer care are met
Prepare daily, weekly, monthly statistical reports as appropriate
Recognize potential customers and other sale opportunities on behalf of the company
Create and maintain a positive, supportive, customer oriented environment for all FINCA and non-FINCA clients
Perform any work allocated by the Branch Manager/Supervisors from time to time
Meet the objectives and performance measures agreed by the Branch Manager
 
Mandatory experience/Technical Skills
Listening Skills
Problem analysis and problem solving
Attention to details and accuracy
Stress tolerance
 An in-depth understanding and experience of the operations of a customer care division.
A minimum of one year relevant work experience in the customer care area.
Excellent communication interpersonal skills both verbal &written which will enable you to deal with external and internal parties in a professional manner, developing solutions and communicating these across the organizations  as efficiently as possible
Possess  well developed analytical skills which enable you to:
Clearly identify and define issues that are being raised by customers
Undertake any required review of complaints to a high professional standard
Make recommendations in relation to resolutions of customer care
Contribute to discussion & development of consumer policy
Can demonstrate sound oral and written communication skills which enable  you to
Deal with complaints in  a professional and timely fashion
Deal with difficult situations in a friendly manner and strive to find a speedy solution.

General Requirements:

Possesses Self Management skills and the motivation to be able to :
Efficiently organize your own time
Assess priorities within your own area of responsibility
Handle routine work with limited supervision
Is a versatile self starter who demonstrates:
Customer service orientation
A positive attitude towards their work
Willingness to work as part of  the team
An ability to build and maintain good networks internally and externally.

PERSONNEL SPECIFICATIONS
Knowledge and Education:
Diploma in Business Studies, or Management Studies from an accredited college or University
Computer literate in Microsoft office package.

Job Requirements
FINCA International Inc. is an Equal Opportunity Employer.
- Contribute to the development of the FINCA network.
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Client Relationship Officer Tanzania
Posted: 14 May 2014
Category: Operations
Job Description
SUMMARY
Focuses on the growth of Savings and credit clients by mobilizing savings accounts, developing, managing and maintaining a high-quality loan portfolio and on reaching the maximum portfolio caseload for his/her credit and savings product. The ARO participates actively in credit committees and has a credit committee voting right. The ARO participates actively on arrears committees.
The ARO provides, according to FINCA’s mission, financial services to lowest-income entrepreneurs, reaches out to potential clients, to mobilize savings in terms of numbers and volume from the field and provides loans to qualifying prospects. The ARO manages the loan accounts by closely monitoring repayment behaviors and client’s socio-economic situation. The ARO maintains a high-quality portfolio and manages its sound growth based on performance targets and detailed working plans. The ARO is responsible for overall management of his/her savings and credit portfolios.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Products/Services: Market all FINCA products and services to potential clients by using promotional tools and mechanisms approved by FINCA’s management. This includes responsibility for generating savings clients for subsidiaries that are regulated.
Savings: Responsible to achieve the personal savings monthly targets both, in numbers and volumes. Follows up and make sure that the accounts activated under own portfolio are actively used by the customers; Responsible for acquiring savings potential customers and guaranties the follow up process for opening accounts. Responsible for planning activities and events to the purpose of maintaining relationship with Top Savers Customers and maintain customer’s relationship at all the time; ARO must have excellent savings product knowledge and other competitors in the market, as well as its his/her responsibility to stay updated with the changes related the products’ features that might occur and provide a transparent information to the potential customer.
Loans operations/portfolio management: Responsible for full lending cycle of loan initiation, processing, monitoring, repayments and recovery. Select clients, provide detailed products and services information, conduct client evaluation, collect all the necessary documents and check their accuracy, present credit proposals at credit committees based on the client risk assessment, and process loans documentation. Explain to clients all the details of the disbursement and repayment process.
Record keeping: Compile credit files and all necessary documents, hand over to back office staff for processing.
Reporting: Prepare and present reports as required by the ARS
Compliance: Ensure that each loan is disbursed in compliance with FINCA lending procedures, policies and methodology at all stages of loan processing.
COMPETENCIES 
Customer Service: Ensure clients receive the best service; maintain good relations with clients, and timely respond to the needs of existing clients.
Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demons Research and develop new business opportunities within assigned geographical zone. Assist the marketing department in market research and impact studies upon request.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyses information skilfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Interpersonal Skills - Focuses on solving conflict, not blaming Maintains confidentiality; Remains open to others' ideas and tries new things. Manages difficult or emotional customer situations; Responds promptly to customer needs as per guidelines in the Customer Service Manual. Meets commitments.
Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.Maintain a good relationship with the staff, and pursue additional training as warranted.
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. Partner with ARS to develop weekly and monthly action plans with regard to savings and credit clients, deposits mobilization and loan disbursements and other individual performance goals.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Job Requirements
EDUCATION AND EXPERIENCE 
2 years of experience working in a client-facing sales role, in educational profession or in agricultural field is highly desired.
Basic mathematics and analytical skills required, writing, reading and comprehension skills, attention to details.
Strong customer orientation.
Diploma or Bachelor Degree preferred.
LANGUAGE SKILLS
Proficiency in both English and Swahili language
KEY PERFORMANCE INDICATORS
Meet a minimum number of  savings clients and portfolio as defined by the Supervisor
Maintain the savings portfolio Average Savings Balance as defined by the Supervisor
Reduce the number of Dormant Accounts to meet minimum standard
Execution of Personal Sales Plan and savings targets
Meet the number of borrowing client,  PAR and  loan portfolio as defined by the supervisor
TRAVEL REQUIREMENTS
Availability to travel 70 % of the available time
PHYSICAL DEMANDS
Ability to travel in economy class when traveling by air or rail


FINCA International Inc. is an Equal Opportunity Employer.
- Contribute to the development of the FINCA network.

 APPLY TO: Head Office
Plot 84, Morogoro Road, Magomeni Mwembe chai
 P.O. Box 78783
Dar es Salaam, Tanzania
Telephone
+255 22 2172452
+255 22 2172453