Relationship Manager
Department: Personal Banking
Provide personalized, prompt and
efficient customer services to Personal banking customers whilst managing and
controlling the operations of their accounts.
Key Responsibilities:
Qualifications:
Key Responsibilities:
Qualifications:
Main Accountabilities &
Approximate Time Splits %
Qualifications:
Department: Personal Banking
Division: Retail Banking
Job Grade: Band 4
Reporting to: Designated Branch Manager
Purpose of the role: To deliver exceptional sales results for personal banking products
within the assigned branch, in line with the sales objectives of the bank.
Key Responsibilities:
Relationship Management
Ensure effective provision of
customer service in line with the Bank’s policies and regulatory requirements
as follows:
·
Providing an interface between the
bank and existing & prospective customers, in order to maintain good customer
relations so as to meet customer needs within the strategic objective of the
bank.
·
Ensuring an effective call program is
maintained on all allocated relationships and prospects. The calls should be
recorded and filed.
·
Make recommendation for existing and
prospective customers under the various loan products and submit to the
appropriate final authority within established turnaround time.
·
Manage customer queries, complaints
and other correspondence in a timely manner and within set standards for customer
satisfaction.
·
Assume direct responsibility for a
Personal Banking process improvement project aimed at improving
the Unit’s ability to deliver efficient and timely service to its customers.
the Unit’s ability to deliver efficient and timely service to its customers.
·
Be conversant with policies and
procedures pertaining to all bank products and services and be able to adapt to
change in these as well as technological changes, and customer sophistication.
Business Development
·
Develop and maintain a customer
prospect pipeline for new business as well as the increase in Share of Wallet
(SOW) for existing customer base
·
Provide leadership and motivation for
direct and indirect reports towards the achievement of cluster new business and
portfolio targets
·
Develop and distribute leads for the
Direct Sales teams assigned to the cluster
·
Ensuring revenue growth through new
need identification, product cross-sell of existing products and services to
existing customers
·
Ensure that the target market
selection criterion is adhered to and that we are in full compliance with Know
Your Customer (KYC) and Anti Money Laundering (AML) requirements.
·
Participate in Corporate Bank and
Institutional Bank customer calls for marketing initiatives.
·
Achievement of set revenue target for
the unit by aggressive customer acquisition & efficient product delivery, by
offering a diverse range of products and excellent customer service.
·
Keep abreast of the rapid pace of
product development to be able to sell new products.
Qualifications:
·
Bachelor’s degree in a business
related field
·
Customer Relationship Management Course
·
4 years’ working experience in
Managing Customer Relations.
Technical skills
·
Knowledge of Banking and Business
Operations: Well round knowledge of ALL the Bank’s operations and processes and
excellent knowledge of Bank policies and procedures
·
Risk Management: Ability to
anticipate and mitigate risk by developing appropriate Risk Management Policies
for the Bank
·
Audit Standards and Legislations:
Excellent knowledge of International Accounting and Audit Standards, and
Legislations
·
Compliance and Regulatory Framework:
Top notch understanding of the regulatory issues, reporting and operational
requirement as provided by CBK, KRA, KIB, etc.
·
Conceptual and Analytical Skills:
Ability to quickly grasp and understand systems and keen to detail
·
Technology Skills: Knowledge of
computerized Internal Audit Techniques, Computerized accounting and financial
systems, banking applications and spreadsheets
Personal attributes
·
Communication and Interpersonal
Skills: Ability to build rapport easily with customers, have well developed
oral and report-writing skills, and have the ability to work with, lead and
build motivated teams
·
Results and Achievement Oriented:
strives to achieve results, enjoys measuring others, being measured, and being
judged on performance standards and those of others he leads
·
Personal Ethics: Must be honest,
fair, just but firm with himself, and of high integrity
·
Negotiation Skills: Must be a good
negotiator, particularly in changing behavior and work practices but always
Win/Win
Note: Asian Candidates are encouraged to apply
Branch Manager
Department: Branch Business
Job Grade: Band 5- Manager
Reporting to: Regional Branch Manager
Purpose of the role: To provide powerful branch leadership, deliver exceptional
branch business growth, customer service and profitability, through identifying
and developing business opportunities for all the Bank products to include;
Personal Banking, SME Banking, Asset Finance, Institutional Banking, Corporate
& Commercial Banking, Bancassurance, Bank Securities and efficiently manage
customer accounts to guarantee a clean book with high retention.
Responsible for the day to day
running of the branch, keeping high level of bank standards and management
controls.
Key Responsibilities:
1. Financial Growth, sales growth,
business development and profitability – 50%
·
Formulate and implement sales
plans/strategy for the branch aimed at increasing new business and share of
wallet from existing clients.
·
Closely monitor branch business
performance and ensure accurate records of the same are maintained and
forwarded to the Head of Branch Business and respective Business Heads.
·
Collaborate and coordinate the
development and implementation of sales initiatives with Service Delivery
Managers, Asset Finance, Institutional Banking, Treasury, Corporate &
Commercial Banking, Direct Sales Team, Bancassurance and Bank Securities to
maximize on cross-selling opportunities.
·
In conjunction with Head of Branch
Business and Manager, Products Development, conduct product review and product
development through constant feedback from the market.
·
Harness existing and create new
competencies in order to achieve competitive advantage.
·
Continuously conduct market
intelligence to identify new markets, customer trends, new government
directives and changes in policy by regulators.
2. Customer Service- 15%
·
Develop a strong customer
relationship management system aimed at customer retention and maximizing on
every relationship.
·
Contribute to the branch business
targets through strict TAT observance and high level service delivery
standards.
·
Co-ordinate branch initiatives aimed
at gathering feedback from customers on service standards and advise business
heads on improvements.
3. Operations Management and
Compliance – 15%
·
Ensure that the Bank’s Policy is
adhered to at all times when handling different products.
·
Ensure branch performance reports are
timely & accurate.
·
Ensure adherence to all KYC & AML
processes with regards to new business and that proper documentation is in
place.
·
Ensure compliance with Operations
Risk requirements to avoid losses arising from operational lapses.
·
Manage check referral process to
ensure timely feedback.
·
Ensure all relevant returns are
submitted on timely basis.
·
Ensure all fees and commissions due
to the bank are collected.
·
Accountable for branch cost
management
·
Ensure credit portfolio of the branch
is in good health.
·
Ensure that the branch achieves a
minimum of ‘Satisfactory’ audit rating through continuous assessment and prompt
closure of all audit exceptions sighted.
4. Leadership 20%
·
Build and develop a high performing
and motivated team committed to achieving success.
·
Set performance objectives and
measures of success for direct reports, providing regular feedback from staff
appraisal processes.
·
Provide leadership to branch staff team
by constantly offering training and guidance on the business expectations.
·
Build, develop and motivate a high
performance team in the branch, the staff morale to be rated good during audit.
·
Help in resource planning, setting
performance objective and providing regular feedback on branch performance.
·
Maintain an effective leave program
and an in-house training schedule for ease of relief due to leave or sickness.
·
Ensure the bank values are upheld all
the time by bank staff
Financial
Budgetary Control: All the branch
Budget – Balance sheet and PBT
Direct Reports
·
Direct Reports: 3-5
·
Indirect Reports:7- 14 Staff
Qualifications:
·
Bachelors degree in a business
related field
·
Masters Degree will be an added
advantage
·
AKIB or CPA (K), CSAPs,
·
Minimum 8 years’ working experience
in a Banking environment, with sound exposure to Branch Operations, Credit
Management and Business development 3 of which should be at a management level.
Skills required:
·
Knowledge of Banking and Business
Operations: Well round knowledge of ALL the Bank’s operations and processes and
excellent knowledge of Bank policies and procedures
·
Risk Management: Ability to
anticipate and mitigate risk by implementing appropriate Risk Management
Policies for the Bank
·
Audit Standards and Legislations: Good
knowledge of International Accounting and Audit Standards, and Legislations
·
Compliance and Regulatory Framework:
Top notch understanding of the regulatory issues, reporting and operational
requirement as provided by CBK, KRA, KIB, etc.
·
Conceptual and Analytical Skills:
Ability to quickly grasp and understand systems and keen to detail
·
Technology Skills: Knowledge of
computerized banking applications and spreadsheets
·
Credit Skills- Good Knowledge of
personal and business credit underwriting and portfolio management
Personal attributes
·
Results and Achievement Oriented:
strives to achieve results, enjoys measuring others, being measured, and being
judged on performance standards and those of others he/she leads
·
Personal Ethics: Must be honest,
fair, just but firm with himself, and of high integrity
·
Negotiation Skills: Must be a good
negotiator, particularly in changing behaviour and work practices but always
Win/Win. Negotiate with customers on our product offering
·
Communication and Interpersonal
Skills: well developed oral and report-writing skills, ability to work with,
lead and build motivated teams
·
Human Resources Management Skills:
Leadership Skills, Team Building and ability to train, develop
and mentor staff
and mentor staff
·
Setting Business Direction
·
Inspiring business performance
·
Thorough understanding of bank
operations
·
Build pride and passion
·
Growing talent and capability
·
Managing & developing yourself
·
Delighting customers
·
Protect and enhance the Bank’s
reputation
Working Relationships: Internal/
External
·
All Departments – for guidance and
solutions to ensure all product and service offering SLAs are in place and are
implemented/met.
·
Clients – for guidance and solutions
to enhance customer service standards and business growth..
·
Central Bank of Kenya – for guidance
and solutions to all issues with regard to reports submitted from the branch
·
Community- The face of the bank in
the operating market
Key success indicators
·
Achievement of Financial Performance
& Growth Targets.
·
Achievement of customer satisfaction
measured through the CSI1.
·
Achieve high business retention and
activity of accounts
·
Product cross selling success.
·
Achieve and grow talent through
succession planning.
·
Achievement of high staff
satisfaction level.
·
Achieve satisfactory audit report
Asian Candidates are encouraged to
apply
Platinum Relationship Manager
Department: Retail Banking
Section: Platinum Banking
Grade: B5
Responsible to: Designated Branch Manager
Purpose of the Position: The Relationship Manager is primarily responsible for
servicing and managing client relationships under Platinum Banking by engaging
them, identifying their needs and providing them with the appropriate products,
services and solutions from the entire range of Banking products.
The Relationship Manager is
responsible in driving profitable revenue and volume growth from their
portfolio with a focus on new acquisition, deepening of existing customer
relationships and cross sell thereby increasing customer share of wallet with
the Bank.
Main Accountabilities &
Approximate Time Splits %
1. Relationship Management &
Customer Service (45%)
·
Provide HNW clients with personalized
service so as to develop close relationships, achieve maximum profitable
contribution for the client and the bank, and build client loyalty.
·
Identify financial and non-financial
requirements of UHNW clients by conducting financial needs analysis
·
Ensure clients are aware of all the
Privileges & Solutions offered under Platinum Banking
·
Ensure clients are aware of all
financial services offered by the bank
·
Use systems effectively for customer
contact management, sales and service activity
·
Ensure delivery of service promise
and practice brand values
·
Minimize client attrition
·
Ensure set Complaint Management
processes are followed and TATs are met
2. Business Development (45%)
·
Source New Business from Platinum
clients through referrals, marketing activities and personal contacts
·
Develop the Platinum banking customer
base and expand the unit’s business growth through marketing of the platinum
banking products and services.
·
Enhance Platinum Banking sales/
revenues and promote cross selling of bank products to all existing clients
·
Achieve Revenue goals , Sales and
Portfolio growth targets across a range of products and services
·
Achieve Product Holding per customer
growth targets
·
Ensuring revenue growth through
customer acquisition, new need identification, product cross-sell and
re-engineering increased product usage for existing clients.
·
Participate in Corporate Bank, SME
and Institutional Bank customer calls for marketing initiatives.
·
Offer guidance to direct
report/reportees through mentorship.
·
Develop training programs for direct
reports and conduct branch product trainings
·
Complete training programs allocated
in line with your Role
3. Controls 10%
·
Ensure that the target market
selection criterion is adhered to and that we are in full compliance with Know
Your Customer (KYC) and Anti Money Laundering (AML) requirements.
·
Strong responsibility for ethical
selling to customers with complete disclosure about products and services
·
Ensure Portfolio allocated is closely
monitored and actions recommended are diligently executed
·
Ensure required approvals are
obtained before authorizing payments
·
Monitor overdrawn accounts/ overdue
loans or card payments and follow up for clients to regularize
·
Ensure accounts are not overdrawn
without authorization
·
Adhere to set processes and
procedures
Qualifications:
·
Bachelor’s degree in a business
related field
·
Master’s Degree will be an added
advantage
·
Customer Relationship Management
Course
·
Communication Skills
·
Customer Focus
·
Negotiation Skills
·
CISI Certified Level 1 will be an
added advantage
Work Experience:
·
Minimum 5 years’ experience in
similar job with a financial services institution.
Skills required
Technical skills
·
Knowledge of Banking and Business
Operations: Well round knowledge of ALL the Bank’s operations and processes and
excellent knowledge of Bank policies and procedures
·
Audit Standards and Legislations:
Good knowledge of International Accounting and Audit Standards, and
Legislations
·
Compliance and Regulatory Framework:
Good understanding of the regulatory issues, reporting and operational
requirement as provided by CBK, KRA, KIB, etc.
·
Conceptual and Analytical Skills:
Ability to quickly grasp and understand systems and keen to detail
·
Intricate understanding of products
pertaining to HNW customers both internal and external (competitors)
·
Basic market knowledge of various
investment vehicles / markets/ economics
·
Strong interpersonal skills and
cultural sensitivity
·
Team player with ability to train,
develop and mentor junior staff
·
Relationship Management skills
·
Networking Skills
Personal attributes
·
Communication and Interpersonal
Skills: Ability to build rapport easily with customers, have well developed
oral and report-writing skills, and have the ability to work with, lead and
build motivated teams
·
Results and Achievement Oriented:
strives to achieve results, enjoys measuring others, being measured, and being
judged on performance standards and those of others he leads
·
Personal Ethics: Must be honest,
fair, just but firm with himself, and of high integrity
·
Negotiation Skills: Must be a good
negotiator, particularly in changing behavior and work practices but always
Win/Win
·
Extrovert/ Amiable personality5
products and services
·
Leverage on synergies with SME,
Corporate & Institutional Banking to grow client base
Working Relationships:
Internal
·
Interact with product managers/ line
managers to constantly provide feedback on competition and client response on
products and services
·
Leverage on synergies with SME,
Corporate & Institutional Banking to grow client base
External
·
Interact with External Investment
Products Service Providers to ensure that clients’ needs and expectations are
constantly met
·
Ensure client service expectations
are constantly met
·
Interact with Alliance Partners to
ensure clients enjoy lifestyle benefits that they are entitled to as well as
attend exclusive events
Asian Candidates are encouraged to
apply
How to Apply
Applicants who meet the requirements
stated above should send their applications and detailed CVs with a day – time
telephone number to the email address: jobs@hcsafrica.com with Relationship Manager-Platinum Banking on the Subject
line.