NCBA Growth Manager, Loop Credit Jobs in Kenya

NCBA Growth Manager, Loop Credit Jobs in Kenya

Job Purpose Statement

Loop is the flagship product that anchors the LOOP DFS strategy. Loop is anchored on platform strategy that could scale throughout Africa and be a mobile-based payment and financial services platform connecting consumers and merchants. The platform offers a variety of services, such as mobile money transfers, bill payments, P2P lending, and digital wallets for merchants to receive payments. The platform leverages the growing use of mobile phones and the increasing demand for financial services in Africa to attract and retain customers.

To further scale the platform, LOOP DFS will collaborate with established financial institutions,
mobile network operators, and other relevant companies to offer a comprehensive suite of
financial services.

The Loop Credit Growth Manager, Credit, lives at the intersection of product monetization, marketing and development. The role holder executes acquisition and growth strategies that achieve consistent revenue growth and customer loyalty.

The role holder is responsible for revenue growth and retention of the Loop credit products. They must implement a framework for prioritizing retention-specific initiatives. They will lead a team of retention officers responsible for executing and scaling customer activation and retention campaigns across the customer journey. The main objective will be to increase monthly recurring revenue, optimise customer lifetime value, reduce net dollar churn, and increase net expansion revenue.

Key Accountabilities (Duties and Responsibilities)

Financial

Build the Loop credit business to generate revenue and positive gross margins as per business plans.

• Develop strategies to increase customer lifetime value through execution of retention strategies through use case adaption, feature adoption and developing strategies to increase customer engagement through frequency and intensity of use case and feature usage.

• Manage the Non-performing loan exposure throughout
the loan lifecycle up to DPD 60 with a threshold of repayment.

• Develop strategies that will enhance the acceptance
rate of Loop customers with loans and overdrafts with a threshold of 40% of the total base qualifying for loans and overdrafts.

• Develop strategies that will enhance the drawdown rate of Loop credit products with a threshold of 80% of customers drawing down.

• Responsible for developing monetisation strategies that will allow the business to optimise its unit economics and drive positive earnings rates for the Loop credit products.

• Responsible for increasing customer lifetime value for Loop credit portfolio.

• Responsible for weekly and monthly customer reporting on the key metrics including but not limited to customer accounting reporting and revenue accounting reporting on the Loop credit product

portfolio.

Customer

• Develop and implement a robust Retention framework that entails cross-selling models, revenue management plans, customer information management tools, loyalty and rewards programs as well as Customer Value
Proposition (CVP) enhancements.

• Develop strategies that will enhance the acceptance
rate of Loop customers with loans and overdrafts with a threshold of 40% of the total base.

• Develop strategies that will enhance the drawdown rate of Loop credit products with a threshold of 80%.

• Analyze and segment target markets to determine the
appropriate enhancements required on the credit products based on customer insights.

• Analyze and segment target markets to determine the appropriate retention initiatives to execute to attain business plans.

Service Level Agreement (SLA) / Turn-Around Time (TAT)

Achieve Customer Satisfaction Index (CSI) benchmarks

Internal business processes

Develop and manage robust competitor tracking
systems to remain abreast of the market and the players.

In line with this, identifying and analysing new offerings from other banks and FinTech’s in the marketplace proactively.

Keep a well-documented processes on customer
management throughout the loan lifecycle.

Be an advocate for a continually improving way of
working within the unit to drive efficient and impactful engagement and accurate delivery of service.

Proactively participate in organisation projects.

Ensure that the Loop credit business meets satisfactory audit, compliance and risk management thresholds.

Implement, review and achieve the customer
satisfaction indexes.

Learning and growth

Maintain a high team performance and engagement
within the Loop credit team.

Nil disruption to business / loss of business due to lack of appropriate numbers of qualified, available staff within the team.

Up-to-date and actioned competency assessments and
development plans for the team

Ideal Job Specifications

Academia and Professional Certifications:

University degree Upper Second or Equivalent

Relevant professional qualification in Marketing would be an advantage.

Experience:

8 years’ work experience in a financial services environment handling Marketing, PR or Business Development responsibilities. Prior experience in the development of Retention programs would be preferred.

How to Apply

For more information and job application details, see; NCBA Growth Manager, Loop Credit Jobs in Kenya

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