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    Manager, Product and Customer Value Management at - Nairobi, Kenya - HF Group

    HF Group
    HF Group Nairobi, Kenya

    3 days ago

    HF Group background
    Full time
    Description

    Housing Finance Company of Kenya was incorporated as the premier mortgage Finance Institution in Kenya licensed under the Banking Act with the CDC and the GoK owning 60% and 40% respectively.

    Principle Accountabilities

    Safeguard product and customer value, ensuring alignment with the overall business strategy. It involves working closely with cross-functional teams to align product and customer value management strategies with overall business goals.

    Analyze product and customer performance metrics and make data-driven decisions to improve the products and services and optimize revenue.


    Customer retention:

    identify opportunities to reduce churn and increase customer lifetime value and opportunities for upselling and cross-selling to existing customers.

    Utilize data and analytics to measure the effectiveness of product and customer value management initiatives.
    Derive insights from data to inform decision-making and strategy adjustments.
    Continuous improvement of products; customer value management strategies: Stay informed about industry trends, customer expectations, and competitive landscape.
    Communicate product, and customer value management strategies and results to internal stakeholders, including senior management.
    Reporting on key performance indicators and the impact of product and customer value management initiatives.
    Assess the impact of product and customer campaigns and make viable recommendations to the business.

    Key Competencies and Skills
    Technical competencies

    Deep knowledge of Banking products
    Microsoft Office Suite - Intermediate Excel skills, MS Assess, Presentation skills
    Strong analytical, modeling and problem-solving skills (MySQL or other languages)
    Solid customer service attitude with excellent negotiation skills
    Astute product and service knowledge: supporting technology, features, benefits and commercialization.
    Familiarity with CRM tools and customer segmentation strategies
    Excellent communication and collaboration abilities.
    Knowledge of KYC/AML compliance requirements
    Knowledge of TCF (Treating Customers Fairly) principles
    Competitor analysis delivery.

    Critical success factors/competencies

    Strategic planning and customer and product management
    Results orientation and operational efficiency: focus on achieving maximum performance and driving continuous improvement. Resilient and consistent follow-up of pertinent matters and items.
    Strength in problem-solving, issue-resolution and ability to work in a deadline-driven work environment.

    Stakeholder management:
    Pro-actively adapts own style and approach to build rapport, and work with others more effectively
    Good communication skills

    Integrity:
    Acts in line with legal, regulatory, professional, and ethical standards.
    Responds flexibly to changing situations.
    Critical thinking, creativity and innovation, finds creative ways to exploit opportunities and solve problems

    Competing to win:
    Brings energy and passion to work and always aims to grow customer and product value.

    Minimum Qualifications, Knowledge and Experience
    Academic & Professional

    Bachelor's Degree in Business, Economics, Statistics, Mathematics, Actuarial Science or related field.

    Experience

    At least 3 years experience in a financial/real estate institution / TELCO
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