Job Title: Senior Relationship Officer
Hiring Organization: Sidian
Bank
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Banking
Job Type: Full
Time
Salary: KES
Date Posted: 05/01/2024
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.
- Work
Experience
- 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
Certification
- Diploma
in Banking – AKIB (added advantage)