Job Purpose
The jobholder is responsible
for managing client relationships to achieve the set sales targets and
wallet share and ensure sustained business growth and profitability in the
assigned customer segment. To sell, cross/upsell and deliver excellent sales
and service of the bank’s products and services whilst building long-term
profitable customer relationships.
Key Responsibilities
Branch Strategic input and planning:
Contributes to the completion of the
branch operational plan by preparing and implementing an individual business
plan that encompasses strategies for performance on branch growth objectives.
Formulate and implement personal
initiatives for assigned and new business portfolios aimed at increasing new
business and share of wallet from existing clients.
Prepares a personal action plan that
contributes to the overall branch budget.
Business Growth & Development:
Full responsibility for all product
lines and all sales and business development for new and assigned business
portfolios.
Achieve business growth of the
Business portfolio (Both Assets and Liabilities) ensuring income, quality and
portfolio growth targets are achieved.
Growth in client recruitment,
increased transactional income, cross selling of products ,Customer
relationship management as per set bank targets.
Develop new business opportunities and
monitor business’s activities in line with the Bank’s long-term strategic and
annual business plans and ensure that the Bank remains competitive and promptly
reacts to changing market conditions and customer needs.
Develop a new customer base by
expanding markets and cross selling the bank products.
Develop a focused relationship
management system, which increases the branch ability to increase the flow of
business and generate deposits, lending and revenues from existing and new
customers in line with the enterprise strategy.
Enhance the appropriate controls and
monitoring mechanisms for the development of high-quality lending.
Ensure full compliance with the Bank’s
Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of
the Banking Act with respect to lending.
Enhancing relationship marketing and
management – to establish, maintain, and enhance relationships with customers
and other partners, at a profit, so that both the customer and bank objectives
are met, achieved by a mutual exchange and fulfillment of the brand promise and
updating the call reports.
Ensuring compliance to the
Environmental Social Management (ESM) policy and procedure in day to day branch
business.
Leverage position as a trusted advisor
to the customers to proactively manage PAR.
Utilize the banks MIS system for
continuous tracking of own performance, monitoring of customer satisfaction and
provision of management / statutory reports as applicable.
Marketing & Brand Management
Enhance creation by creating,
communicating, delivering, and offering solutions that have value for
customers, shareholders and partners.
Build the Sidian Bank Brand to ensure
that the bank is top of mind as an enterprise bank.
Understand and provide clear direction
to the branch based on market analysis of local area consumer trends and
competitor offerings.
Establish relationships with key
clients or business influencers in the local area, including client
entertainment within budget limits set by the business.
Support product specialists and the
sales team in marketing of initiatives and other products to local
businesses.
Relationship Management & Customer
Experience
Key driver for not only customer
satisfaction, but building a base of promoters by enhancing positive customer
experience and advocacy to drive competitive advantage, leading to faster
organic growth and lower cost.
Achieve the set customer satisfaction
score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net
Promoter score (NPS).
Co-ordinate branch initiatives aimed
at gathering feedback from customers on service standards and advise Branch
Manager on improvements.
Engagement with customers and
supporting them in times of personal need aimed at developing a strong bond and
loyalty.
Minimize customer attrition by
offering the required solutions to the customer and proactively responding to
queries and complaints.
Achieve the required minimum client
visits and customer engagement forums per year.
Identify financial and non-financial
requirements of HNW clients by conducting financial needs analysis
Branch Operations:
Support branch operations as assigned
by the Branch Manager to manage leave and other emergency situations.
Support the Branch Manager if called
upon to be a Branch custodian and therefore adhere to the Branch opening
procedure, branch cash procedure and other policies and procedures in the
branch.
Personal Leadership & Development:
Set performance objectives and
measures of success in liaison with the Branch Manager and providing regular
feedback from staff appraisal processes.
Responsible for identifying personal
career paths in the bank.
Keeping abreast with staff
communications, attending staff meetings – morning huddles and weekly progress
meetings.
Preparing an annual Personal
Development Plan (PDP) and ensuring its actualization.
Adherence to the banks policies and procedures,
dress code, code of conduct, HR policies and procedures and follows laid down
grievance and disciplinary procedure to ensure a conducive work environment.
Closure of identified deficiencies
from concluded audits, correction within stipulated timelines, and ensure no
repeat findings.
Adhere to the set number of
learning/training hours are achieved for self and direct reports, through
E-learning and Internal training activities.
Risk & Compliance:
Ensure that all customers onboarded to
the bank meet the minimum criteria and are screened adequately considering the
Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
Continuously monitor customer
transactions in the context of the profile of the customer and properly
document the background and purpose of all complex, unusual, large
transactions, and all unusual patterns of transactions, which have no apparent
economic or visible lawful purpose.
Ensure that customer accounts are
suitable for purpose e.g. avoid opening children’s accounts for normal day to
day transactions as opposed to opening a current account.
Prior to Customer on boarding, ensure
that a potential client has been screened, account opening form is duly
completed and all required documentation as per the account opening policy
obtained.
Ensure that verification is done as to
the identity of the customer, documentation used to open an account, and
conducted transactions during the customer journey.
Ensure that all transaction forms are
filled to completion and properly reviewed. Where information provided is not
reasonable, a suspicious transaction report should be raised immediately as per
process indicating the basis of suspicion.
Responsible for immediately alerting
the MLRO on suspicious transactions or activities noted in customers’ accounts.
Any inconsistent activities or transactions, any suspicious accounts, any
attempted accounts or transactions, must be investigated and reported to the
compliance function immediately, placing a clear basis of suspicion.
Identify any high-risk accounts such
as Politically Exposed Persons (PEP) at point of account opening and at
execution of transaction continuously, given the dynamic nature of such
high-risk accounts. Forward the details of such high-risk customer(s) and any
PEP/PEP Related persons noted to senior management for approval.
Ensure that such accounts have all the requisite documents such as updated
annual EDDs, are marked as high risk in the system and the reason for high risk
rating properly indicated.
Identify customers in portfolios that
require an update of profiles in a timely manner and ensure that the changes
are maintained in the system and are up-to-date.
Ensure that UBO information is
obtained and captured in AODs and core banking at point of account onboarding
and throughout the customer journey.
Ensure accurate and complete data has
been captured in the system and that customers are properly risk rated or
categorized as per bank policy on customer categorization as high, medium or
low, and ensure that timely KYC update is done for the various risk categories
of clients as per regulatory requirements
Ensure that the transactions contain
the full details and the relevant supporting documentation and authorizations
are in place where required. Where information provided is not reasonable, a
suspicious transaction report should be raised immediately as per process
indicating the basis of suspicion.
Decision-Making Authority
Customer onboarding as per policy.
Portfolio management as per policy.
Credit appraisal and debt monitoring
for accounts in PAR or NPL as per policy.
KYC compliance as per policy.
Qualifications
Academic Background
University degree or above in a
relevant business discipline e.g. business administration or finance.
Work Experience
At least 7 years’ experience in retail
banking and/or commercial banking including a minimum of 4 years sales
experience.
Skills & Competencies
Sound knowledge of Retail Banking/SME
products, services and processes together with exposure in retail banking
branch operations or customer service delivery.
Profound understanding of the retail
market, key competitors and offerings as well as our competitive edges to win
quality customers.
Thorough understanding of CBK
regulatory framework and pertinent regulations impacting corporate customers.
Strong leadership, marketing, sales
and management skills.
Highly effective communicator with
excellent interpersonal and motivational skills.
Solid performance management and
motivational skills.
Excellent relationship building and
stakeholder management skills.
Strong managerial, planning,
analytical, decision-making, lateral thinking and project management skills.
Professional Certification
Diploma in Banking – AKIB (added
advantage)
How To Apply