Job Title: Relationship Manager – Diaspora Banking
Hiring Organization: HF
Group
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Financial
Institution
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 01/22/2024
Financial
Performance (60%)
Output
Achieve
the set monthly and annual sales targets for all the consumer Banking products
for this segment.
Prospect,
anticipate and close all sales leads within the shortest time possible in an
efficient way.
Develop a
clear aggressive sales pipeline for both existing and potential customers.
Prospecting
and recruiting new customers for the various Consumer Banking products,
understanding their needs and requirements.
Customer Experience (20%)
Output
Identifying
customer needs not met by existing products and the implementation of new
products and services.
Utilize
the customer relationship management system aimed at customer acquisition,
retention and maximizing on every relationship.
Perform
customer onboarding activities and touch activities as per CRM workflows.
Manage
all escalations related to diaspora support.
Ensure
customers are well supported on e-channels uptake to promote utilization.
Ensure
first contact resolution for all queries directed to you.
Achieve
departmental NPS score of 60
Operational
Effectiveness (10%)
Output
Attend to
daily refers and excesses requests; Proactive management of NPL for assigned
portfolio.
Ensure
compliance with operations risk requirements e.g. KYC, AML, Health & safety
standards, security of Premises.
Ensure
good health of assigned portfolio by actively managing encroachments,
Accountability reports and write offs.
Close
gaps/lapses identified; take corrective and preventative actions identified by
audit, risk and compliance reviews; investigations or other assessment
mechanisms within the agreed time frame.
Prepare
and submit reports to the relevant stakeholders within agreed format and
timelines (daily, weekly, monthly, quarterly).
Use of
digital workflows and processes to achieve efficient and impactful engagement
and accurate delivery of service.
Achieving
a ‘Good’ audit rating for the Diaspora Banking Proposition ensuring prompt
thorough closure of all audit exceptions sited.
100%
adherence to policies, procedures and statutory guidelines. Minimize exposure
to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML
regulations.
Utilize
the MIS system for continuous tracking of own performance, monitoring of
customer satisfaction and provision of management / statutory reports as
applicable.
Present
reports that facilitate informed and sound decision-making. Trends, insights
and concerns with recommendations clearly elaborated.
Achieve
schedule adherence and availability targets as per Contact Centre productivity
measures.
People,
Learning and Growth (10%)
Output
Proactively
manage own learning and development.
Deliver
performance objectives set. Institute immediate corrective action where
performance is below par.
Championing
team training on matters related to homeward proposition.
Knowledge
of Banking and Business Operations:
Well
round knowledge of ALL the Bank’s operations and processes and excellent
knowledge of Bank policies and procedures.
Certification
in required areas of banking and/or banking support services.
Reference
point and mentor for customers, colleagues, partners, for areas of expertise.
Compliance
and Regulatory Framework:
Good
understanding of the regulatory issues relating to diaspora banking, reporting
and operational requirement as provided by CBK, KRA, KIB, etc.
Conceptual
and Analytical Skills:
Ability
to quickly grasp and understand systems and keen to detail
Product
Knowledge:
Intricate
understanding of products pertaining to Personal Banking customers both
internal and external (competitors).
Broad
based working knowledge of all products offered by the bank (breadth and
depth).
Ability
to combine different product offering to create a value-adding solution for
customers.
Basic
market knowledge of various investment vehicles / markets/ economics.
Business
Acumen:
Displays
a business-oriented mind-set that drives the banks agenda.
Applies
knowledge of industry, market and business trends to identify opportunities,
prioritize activities and deliver business results.
Financial
Acumen:
Able to
analyse and interpret financial data to make appropriate business suggestions
and decisions.
Understands
the connection between operations and financial performance.
Customer
Engagement (internal & external):
Anticipates
the customer’s needs and devises innovative ways to address them.
Makes
informed decisions, solves problems and/or generate new ideas/solutions.
Shares
and inculcates proven solutions and customer engagement strategies within the
organizations.
Digital:
Uses data
to make better and faster decisions. Takes actions based on analytics and
intelligence that provide near-real-time insights into the customer’s needs and
behaviours.
Delivers
content, messaging and experiences that are personalized and relevant to the
customer based on the customer’s preferences.
Personalizes
and optimizes the customer’s journey.
Leadership:
Individual
contributor –exercises self-leadership delivering assigned work in line with
professional and technical standards within given time frames. Is reliable and
works collaboratively.
Has the
cognitive intelligence to draw together contrasting strands of information and
present a compelling position.
Adheres
to the company’s values and policies and delivers to set objectives. Has high
moral intelligence.
Commercial
Banking Industry Knowledge:
Shares
insights on industry trends; identifies opportunities that can be exploited and
highlights concerns to be avoided / mitigated against.
Reference
point and mentor for customers, colleagues, partners, government, etc.
Credit
Analysis:
Working
knowledge of the legal and regulatory framework and policies related to lending
and the types of credit facilities offered.
Proficient
in due diligence and pre-approval & verification procedures.
Behavioural
Competencies.
Communication
and Interpersonal Skills:
Ability
to build rapport easily with customers, have well developed oral and
report-writing skills, and have the ability to work with different teams.
Emotional
Intelligence:
Be
self-aware of one’s personality and emotions, ability to discern other
colleagues, customers and stakeholder’s personalities for self-regulation and
positive social and business interactions.
Results
and Achievement Oriented:
Strives
to achieve results, enjoys being measured, and being judged on performance
standards.
Minimum
Qualifications, Knowledge and Experience
Academic
Bachelor’s
degree from a recognized accredited university.
Certificate
of Proficiency in Insurance (COP) will be an added advantage.
Being a
CISI fellow is an added advantage.
Professional
3-4
years’ working experience in a Customer Management role.
In-depth
knowledge of the local and Diaspora Banking industry, banking products, banking
services and banking regulations. Sound working knowledge and understanding of
general commercial regulations and practices.
Appreciation
of Diaspora Banking as a proposition.
Interaction/Understanding
of CRM tools.
