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Relationship Officer, Public Sector

JOB PURPOSE

The Job holder will be responsible for marketing to new and existing clients in order to grow quality business of both the liability and asset book in line with Public Sector Banking set targets. This role is also responsible for acquisition and retention of existing customers, and growing the wallet share from existing accounts and effective management of the relationship /customer experience. Key focus being on; Ministries, parastatals, semi-autonomous government agencies and, CDF, County governments.

KEY RESPONSIBILITIES

• Sales, Business Development & Relationship Management
• Strategic Marketing
• Strategic customer experience
• Personal Leadership & Development
• Risk Management

Sales, Business Development & Relationship Management: 

• Develop a target market database of clients in the public sector, have well defined call objectives and drive a robust calling program that will generate sales and business for the Bank.
• Making regular customer visits to contacts at Treasury, parastatals, government ministries and donor/developmental agencies with a view to obtaining opto-date information on priority projects and funding sources.
• In liaison with the Head of Public Sector, identify other potential institutions, parastatals, government ministries, donor and developmental agencies with whom we can partner/do business and who can benefit from bank’s mix of products and services.
• Develop 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.
• Act as liaison between clients and internal operations team to timely and effectively understand and provide all types of banking products including but not limited to deposits, loans, trade finances and remittance for the clients.
• Develop a focused relationship management system, which increases the Bank’s 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 relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise. 
• Develop a focused relationship management system, which increases the Bank’s ability to increase the flow of business and generate lending, trade finance, deposit and cash management business from existing and new customers in line with the target market segments for the bank.

Strategic Marketing

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• 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.
• Strategic product development by continuously developing and refining the banks products.
• Gather insights and provide recommendations that position the bank as a leading SME go to bank which focuses on entrepreneur.

Strategic 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.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.

Personal Leadership & Development:

• Manage self by showing drive and motivation, an ability to self-reflect and a commitment to learning.
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect.
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT).
• Work Collaboratively Collaborate with others and value their contribution.
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes.
• Think and solve problems, analyze and consider the broader context to develop practical.
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Responsible for own career within the bank and 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.
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.

Risk Management

• 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.
• Ensure customer value proposition is implemented in compliance with external and internal regulations & policies i.e. operational, credit, reputational and people risk.
• Facilitate and collect all clients’ required documents for application of banking facilities to verify their eligibility.
• Gather valid applicants’ financial records by obtaining and compiling copies of clients’ credit histories, corporate financial statement and other financial information.
• Solicit, build and maintain new and existing clients in accordance with the guidelines stated in the Government & Institutional Banking policies and procedures to ensure sustainable and secure deposit and loan portfolios.
• Present and provide highly professional consultations to target corporate clients to address their demands and match with the Bank’s products and services.
• Discuss credit-related issues and loan packaging to provide sound financial advice and tailored solutions for the clients as well as to take the opportunity to cross-sell other banking products.
• Conduct financial analysis and interpret applicants’ financial status, credit, property evaluations, repayment capacity to determine feasibility of granting loans and other credit facilities.
• Conduct a site visit at clients’ business premise and proffered collateral during loan assessment process to obtain in-depth information concerning to the soundness of their business and purpose of loan application and ensure sufficient and acceptable security for the loan.
• Process and prepare Credit Appraisal Report for commercial applications including detailed loan appraisal write-up and detailed financial analysis of the corporate clients in order to submit for loan approval.
• Prepare and execute loan contracts and arrange loan disbursement timely and accurately to fulfill clients’ needs and satisfactions.
• Make regular site visits to existing clients to determine the actual conditions of the business and loan collateral whether it should remain the same or be downgraded as well as to develop relationship with clients as part of retention strategies.
• Closely monitor on recommended/processed loan for timely repayment and to ensure Portfolio At Risk remains within acceptable level.
• Follow up delinquent clients immediately and refer such case to higher authority to actively handle the loan portfolio.

DECISION MAKING AUTHORITY

• The RO in their course of work, make regular client visits to review business requirements, assessing assets and securities held or offered and obtaining related financial documents to be able to put forward any borrowing requests from clients and making recommendations for consideration by approving authorities; 
• The RO is charged with conducting reviews and renewals of existing portfolio managed relationships for Banking Facilities and any banking service requirements and making recommendations for consideration by approving authorities;
• Processing ad-hoc/additional/new requests/excesses under managed portfolio and making recommendations for consideration by approving authorities.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 4 years’ experience in banking.
• Sound knowledge of Business Banking/SME products, services and processes together with exposure in retail banking branch operations.

SKILLS & COMPETENCIES

• Proven track record of growing a profitable and sustainable portfolio that delivers to the banks bottom-line;
• Profound understanding of SME 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;
• Highly effective communicator with excellent interpersonal and motivational skills;
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills;
• Excellent customer service, client relationship management, communication, negotiation, problem solving and interpersonal skills;
• Credit evaluation and analysis skills with extensive business insights related to commercial loans in Cambodia context;
• Financial literacy and ability to interpret and analyze financial statements (audited and/or management reports) of the business in order to access repayment capacity and financial soundness of the clients;
• Sense of judgement and common sense with both qualitative and quantitative tools to provide sound and comprehensive analysis/evaluation on complex credit applications;
• In-depth knowledge of the bank branch operations, rules and regulations, laws, granting loans, and credit risk management.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)

Relationship Manager

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 RESPONSIBILTIES 

• 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 portfolio 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 portfolio.
• 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 a 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 the 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 for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
• Responsible for identifying personal career path 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.

Personal Leadership & Development:

• Manage self : Show drive and motivation, an ability to self-reflect and a commitment to learning;
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect;
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT);
• Work Collaboratively Collaborate with others and value their contribution;
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes;
• Think and solve problems, analyze and consider the broader context to develop practical;
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings;
• Responsible for own career within the bank and 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;
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.

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 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 portfolio 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.

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 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)

Method of Application

Use the link(s) below to apply on company website.

• Relationship Officer, Public Sector
• Relationship Manager