Administrative Assistant at NCBA Rwanda

Job Title: Administrative Assistant

Reports to: Executive Assistant

Unit: Executive Office

Department: Executive Office

JOB PURPOSE STATEMENT

The purpose of this role will support NCBAR Executive Team. He/She will manage mostly business-related tasks for the team and in addition will manage NCBAR front office desk.

KEY RESULT AREAS

ADMINISTRATION 10%

• Manage day-to-day administration functions within the Executive Office while maintaining open lines of communication with the managers/staff in the Bank’s business and support functions.

• Managing NCBAR front desk

CUSTOMER 40%

• Providing a professional and welcoming reception service, greeting and signing in and out all visitors to NCBAR

• Answering telephone calls at NCBAR reception in a polite and friendly manner; logging all telephone queries or directing them to the appropriate member of staff efficiently

• Dealing with service users’ information confidentially, sensitively and accurately

• Managing and distributing incoming post efficiently; and processing outgoing post

INTERNAL BUSINESS PROCESSES 30%

• Enhance job satisfaction by resolving issues promptly, applying new perks and benefits and organizing team building activities.

LEARNING & GROWTH 20%

• Maintain own high performance

• Maintain the desired 360-degree feedback score

• Maintains quality service by following organization standards.

• Maintains employee confidence and protects operations by keeping human resource information confidential.

Reporting Relationships: jobs that report to this position directly and indirectly

Functional Reports: Nil

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal

• All organization’s departments and subsidiary organizations.

External

• Customers, Suppliers, Financial Institutions, Industry

Players, National and County Governments, Regulators, Etc.

Ideal Job Specifications

Academic:

• Bachelor’s degree from a recognized and accredited university.

Professional:

• Proficiency in use of MS Office tools at a basic level.

Technical Competencies

Customer Engagement (internal & external)

• Resolves customers’ queries and challenges in an organized way, providing the highest quality service and monitors to confirm that the customers’ needs have been comprehensively addressed.
• Provides prompt and insightful feedback to relevant stakeholders to enable them to address the root cause of the challenges faced by customers.
• Communication
• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.

Behavioral Competencies

• Follow Through
• Consistently follows through on commitments and promises with an appropriate sense of urgency, completing them in a timely and reliable manner.
• Follows up with customers to ensure that they are satisfied.
• Agile
• Able to change plans, methods, opinions or goals in light of new information, with the readiness to act on opportunities.