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
Main 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.
- Utilise 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.
Academic Background
- University degree or above in a relevant
business discipline e.g. business administration or finance.
WorkExperience
- At least 5 years’ experience in retail
banking and/or commercial banking including a minimum of 3 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 Certificates
- Diploma in Banking – AKIB (added
advantage)
How To Apply