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
Business Growth & Development
Marketing & Brand Management
Relationship Management & Customer experience
Branch Operations
Personal Leadership & Development
Risk & Compliance
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