Workforce Banking Specialist - 1

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Zambia National Commercial Bank Plc (Zanaco) is inviting applications from suitably qualified members of staff with relevant experience for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Retail Product Sales Department at Head Office:-


Responsible for delivery of our workforce banking proposition and driving product sales through the proposition anchoring on salary domiciliation. This will be largely driven through opportunities in our internal ecosystem but will also extend externally.

Under the supervision of the Workforce Banking Senior Specialist, the following are among the Job Key Responsibilities:-

To implement the marketing strategy which supports Zanaco’s workforce banking proposal.

To own 3rd party partnerships that drive our product dominance.

Drive product utilisation across all client segments through workforce banking.

Actively manage workforce banking partners to ensure optimisation of returns.

Establish staff banking performance standards.

Deliver retail product sales targets through workforce banking.

Accountable for all workforce banking financial KPIs.

Work with stakeholders to ensure workforce banking proposition fulfills customer service expectations.

Ensure adherence to customer complaints resolution and escalation.

Use voice of frontline to address pain points.

To conduct training for customer facing staff e.g. product knowledge, sales, complaints handling, processes, operations, controls etc.

Drive sales boot camps twice a year.

To coach staff as required and maintain coaching registers for tracking.

To share knowledge and experience and best practice with team members in order to ensure that team performance complies with set service standards.

Implement the retail workforce banking proposition.

Establish an operating rhythm with our corporate banking team to drive workforce banking penetration to our corporate clients.


Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.

University Degree in relevant subject.

Diploma in Banking or Finance will be an added advantage.

At least eight (5) years banking experience.

Understanding of all Zanaco Retail products and account opening, KYC Requirements.

Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking code.

Understanding of people policies and processes.

Demonstrated complaint handling and skills certifications.

Interpersonal skills.

Strong communication skills both oral and written.

Drive for results.

Negotiation skills.

Team player.


Building relationships.

Analytical thinking and problem solving skills.

Act with integrity.

Customer service orientation.

Presentation and facilitation

Internal/External Contact


Local Regulators on statutory matters


All Divisions

Application Procedure

All applications MUST have an application/cover letter, copies of qualification certificates including Grade 12 and detailed curriculum vitae indicating the position being applied for in the subject line and should be sent by email to the email below:

Application deadline
27 Dec 22:00
Apply online
Zambia National Commercial Bank (ZANACO) image
Zambia National Commercial Bank (ZANACO)
Personal banking
Agribusines and SME business banking
Corporate finance
Electronic payment systems
Zambia National Commercial Bank, commonly known as ZANACO provides personal and business banking, corporate finance, Visa payment systems, investment and loan facilities. ZANACO is the largest financial services provider in Zambia. ZANACO has partnered with Zampost to allow customers to deposit and withdraw funds from their accounts from anywhere in Zambia. The bank has a special interest in agribusiness and small and medium enterprises, offering SMEs payroll solutions.