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Branch Relationship Officer

Job TypeFull Time
QualificationBA/BSc/HND
Experience3 years
Location Nairobi
Job Field Banking Sales / Marketing

DEPARTMENT: PERSONAL BANKING

REPORTS TO: RETAIL MANAGER

JOB PURPOSE STATEMENT

The purpose of this role is to achieve business growth for Personal Banking by providing quality relationship management to existing customers in assigned branch/territory. This will entail sustaining customer satisfaction so as to retain them thereby generating additional business through cross-sell opportunities.

KEY RESPONSIBILITIES

Business generation through organic growth and increase of product uptake per customer in line with organizational goals (40%)
Sustain customer satisfaction and increase retention rates through adhering to set customer service and relationship management standards (30%)
Minimization of exposures to and impact of risks assisted with KYC, AML and portfolio maintenance (10%)
Competency development to effectively perform Branch Sales Officer tasks (10%)
Adherence to and application of established policies, processes, procedures and tools to achieve optimal efficiency, compliance and cost containment (10%)

COMPETENCE REQUIREMENTS

Customer focus to effectively investigate customer complaints and respond appropriately.
Ability to proactively monitor personal banking accounts and take appropriate action as applicable.
Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
Relationship management skills to effectively perform Account Relationship Management activities/tasks in a manner that consistently achieves high quality standards or benchmarks.
Sales and negotiation skills to prospect and close business.
Knowledge of Personal Banking products.
Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
Networking skills to effectively leverage on relationships that will enhance customer acquisition and retention.
Excellent verbal, written and communication skills.
Personal motivation and drive for consistency in delivering results within deadlines.

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

University Degree – Upper Second or GPA 3.0.
At least 3 years successful experience in banking or customer contact.
Proficiency in use of Microsoft Office Packages.

Property Finance Manager

Job TypeFull Time
QualificationBA/BSc/HND
Experience5 years
Location Nairobi
Job Field Finance / Accounting / Audit

DEPARTMENT: PERSONAL BANKING

REPORTS TO: HEAD OF PROPERTY FINANCING AND DIASPORA BANKING

JOB PURPOSE STATEMENT

Reporting to the Head of Property Financing, the Property Finance Manager will support the retention and growth of the Property Financing Portfolio through ensuring that sales, operational and customer service deliverables are met by ensuring implementation of a sales culture within the team; effective risk management framework and inculcating customer service excellence to achieve growth and profitability, through efficient utilization of resources.

The purpose of the role is to grow the mortgage and construction finance book through retail customers and sign ups with Corporate Schemes

KEY RESPONSIBILITIES

Business Growth (45%)

Execute a defined tactical plan to grow the Property Financing customer base, deposit, asset and high value yield per customer to achieve profitability targets through revenue maximization and prudent cost management.

- Maintain and grow the existing Mortgage Business customers through enhanced Relationship Management.
- Achieve the set targets in terms of numbers and values for both Liabilities and Assets
- Establish new Personal banking business relationships within the existing Corporate, SME & Institutional Banking customers base
- Maintain a good loan book, ensure accounts out of order are reduced and downgrading/provisions are reduced.
- Grow Bank revenues while increasing approved facility utilization.
- Monitor and Manage Mortgage customer complaints, constantly review service delivery standards and position staff in a way, which ensures maintenance of the highest service standards.
- Ensure Portfolio At Risk (PAR) of the assigned Mortgage Business facilities is within the set targets in liaison with the Remedial team
- Ensure timely and accurate processing of customer’s loan applications and account opening documents within SLAs
- Overall management of the Mortgage Business products to ensure superior service offering to all customers, reduction of fraud and losses through income leakages and write offs.
- Implementation of first-class corporate governance through adherence to set policies and procedures.
- Ensure 100% participation in product promotional activities, customer events and scheduled product clinics.
Relationship Building (25%)
- Establish and maintain a strong customer focus approach both with internal and external customers.
- To be the principal point of contact for the Bank’s relationship with a designated portfolio of corporate schemes.
- Market for and develop new business for mortgage products
- Facilitate and develop sound relationships with the corporate schemes and developers/realtors through an effective calling program.
- Resolve or facilitate the resolution of customer service issues and deliver excellent service to the customer.
- Facilitate and develop sound relationships with the internal channels such as Branch Network, Sales Units and Product departments.
- Proactively engage customers to establish service levels and initiate constant improvement.
- Provide regular and honest feedback to corporate scheme contacts, developers/realtors and the end user client.
Compliance (15%)
- Ensure preparation and maintenance of appropriate reports
- Plan and execute a micro marketing calendar of monthly, quarterly and half yearly events/ activities that aim at ensuring the property financing business objectives i.e. sales, service, relationship management and operational goals are met
- Minimization of exposures to and impact of risks assisted with KYC, AML and portfolio maintenance.
- Ensure training and development is embedded in the property finance team i.e. Soft skills, product knowledge, selling and operational skills and promote a culture of performance, belonging and ownership amongst the colleagues.
- Adherence to and application of established policies, processes, procedures and tools to achieve optimal efficiency, compliance and cost containment.
Operational Administration (15%)
- Track businesses submitted to ensure accepted turnaround times are met.
- Monitor and review business growth performance reports on sales i.e. customer numbers, deposits, assets and guide the team on achieving the set targets. Drive the center team to deliver growth of property financing portfolio and manage performance tightly through reward and recognition of performers and consequence management for non-performers.
- Review the accounts opened, credit applications, excess limits, PAR migration and manage within approved limits and ensure compliance to Bank Wide Risk Management framework
- Ensure that allocated work is processed within the set turnaround times, therefore meeting monthly TAT targets.
- Work closely with Project Officer-Quantity Surveyor to discuss outstanding conveyances and adherence to SLA’s.
- Provide weekly/ monthly management information to all relevant stakeholders.
- Continuous assessment and review of all Service Level Agreements to improve the overall delivery from the external clients.

COMPETENCE REQUIREMENTS

Motivate, coach and develop a high performing team, a key ingredient of performance management framework
Excellent communication and presentation skills.
Excellent interpersonal, and negotiation skills with the ability to network and generate new business
Excellent sales and client relationship skills.
A thorough knowledge of Mortgage Banking products and services, and extensive Banking Industry knowledge.
Strong leadership skills with demonstrated competences in championing high performance management.
Excellent planning, organization, problem solving and analytical skills
Knowledge of business practices and finance methods, procedures, practices of housing development.
Demonstrates ability to analyze situations accurately and provide effective course of action.
A good understanding of risk and compliance management, credit policies and processes, lending criteria and procedures.
Understanding the code of banking practice and consumer protection act and how it applies to sales and service.
A sound knowledge of insurance/ assurance requirements.
Networking skills to effectively leverage on relationships that will enhance customer acquisition and retention.

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

University Degree – Upper 2nd Class Honors or equivalent
At least 5 years banking experience, 3 of which must be in Sales
Certification in Insurance (COP) will be an added advantage
Proficiency in use of MS Office tools
Knowledge and understanding of the processes and procedures of lending.
Ability and Flexibility to travel widely and be accessible to customers from different global time zones