I&M Bank

I&M Bank is hiring for a strategic management role responsible for driving efficiency, customer experience, digital adoption, and operational rigor within the Virtual Relationship Management (VRM) team. The role holder will identify and implement initiatives, monitor/measure success, and ensure the realization of benefits arising from operational efficiency, service, and digital uptake.


  • – Diploma/Higher Diploma holder (Undergraduate degree will be an added advantage)
  • – At least 1 year of working experience in a Sales/Retail Banking environment
  • – Strong communication, presentation, and negotiation skills
  • – Thorough understanding of banking systems
  • – Excellent comprehension of I&M Bank’s Policies, Processes, and Procedures
  • – Team player with excellent interpersonal skills
  • – Good analytical skills and ability to think outside the box
  • – Good computer skills

Duties and Responsibilities:

  • – Achieve set accuracy targets for all customer instructions/applications (New to Bank and existing accounts, loans, cards, and mandate changes) at I&M Bank
  • – Undertake effective callbacks for all KYC documentation received from customers as per the current TAT and existing standards
  • – Empower VRM Team and Branch teams through regular training/coaching on customer experience, operational rigor excellence, processes (KYC, Compliance, Product requirements, Service, etc.)
  • – Manage application processing, issuance, and authorization of DLS applications and credit cards
  • – Scan and track processed customer instructions to the processing center to ensure set TAT is met
  • – Partner/collaborate with the Branch Operations Office/Manager to drive sales and revenue growth at I&M Bank
  • – Drive customer win-back initiatives (e.g., reactivation of inactive accounts and account funding) at I&M Bank
  • – Share knowledge, experience, and best practices with all VRM Team members and branch staff at I&M Bank
  • – Ensure staff have the required tools and resources to deliver effective customer experience at I&M Bank
  • – Responsible for E2E VRM and branch customer complaints and queries resolution as per I&M Bank’s procedures
  • – Ensure customer instructions are properly monitored and actioned within the SLAs at I&M Bank
  • – Identify thematic customer issues, root causes, and develop SMART actions to address identified issues at I&M Bank
  • – Support the development and delivery of relevant training programs for VRM and Branch staff at I&M Bank
  • – Support agreed strategies on Digital Loans Adoption across various channels at I&M Bank
  • – Create ownership of VRM/branch performance targets aligned with I&M Bank’s overall strategy
  • – Partner with VRM and branch teams in supporting customer retention objectives at I&M Bank
  • – Support VRM staff through seeking dispensations, Appeals, CRB Reports, and product processing support at I&M Bank
  • – Build and develop a high-performing and motivated staff team through effective leadership, teamwork, and succession opportunities at I&M Bank
  • – Support resource planning and provide regular feedback on performance at I&M Bank
  • – Offer training and guidance on colleagues’ expectations, coaching, and mentoring of Sales and branch staff at I&M Bank
  • – Record Keeping-Filings and archiving of departmental records at I&M Bank
  • – Effectively support in managing, mobilizing, and coordinating VRM Team resources (Equipment, safe environment, etc.) to achieve common goals at I&M Bank
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