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Senior Relationship Manager

Roles and Responsibility
Strategy

• Responsible for team targets by driving profitable revenue and volume growth from the portfolio with a focus on deepening of existing customer relationships and cross sell thereby improving market and customer share of wallet with the Bank

Key Responsibilities:

• Portfolio growth
• Revenues growth
• Cost Management
• Service Excellence
• Operational Excellence and Compliance

Business

• Engaging and deepening activities
• In consultation with the BM/STM, draw up monthly plans for achieving new business and customer acquisition goals committed.
• To foster and deepen client relationship by providing regular market information updates and trend analysis on international equities, unit trust, bonds and other investment instruments and follow up calls / visits to assist them in their investment decisions.
• To conduct regular checks on market trends and competitors’ programme offering and activities. This is to assist /initiate efforts to increase product differentiation and enhance attractiveness of programme.
• To plan, target and cross-sell integrated business financial services to Priority clients who are self-employed professionals and businessmen.
• Proactively engaging with the “Hidden Affluent” by having complete knowledge of the clients in terms of the profile & assets to create analytics-backed next best conversation
• Sound knowledge in Needs/Anchor products such as: Wealth & Mortgage, CASA, CC & etc.

To acquire from individual client referrals and actively engaging them during the first 3 months by:

• Meeting the client in person to discuss on advisory needs (once a month/quarter)
• Connect client with specialists
• Set up products holding
• Conduct/connect for periodic CDD
• Conduct fulfilment & activate

Supporting the client on any client-initiated needs by:

• Proactively reaching out to client for advice discussions
• Delivering on transactions, service requests, mobile/online training
• Updating CDD
• Managing Client’s credit situation

Processes

• Refer most servicing activities to Client Servicing Managers (as and when request by clients)
• To recommend improvements in operational processes, procedures and products based on customer feedback to ensure constant enhancement of service levels and efficiency.
• To comply with all applicable money laundering prevention procedures and, in particular report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.

Risk Management

• Ensure meeting clients requirements while ensuring compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff.
• Read, understand and comply with all provisions of the Group Code of Conduct.
• Sound knowledge of all aspects of general banking, retail operations and credit operations
• Deposit and lending products / inspection and audit requirements, as applicable.
• Awareness of all the policies and procedures issued in relation to money laundering prevention.
• Ensure CDD compliance for all new to bank and existing customers.
• Ensure zero operational loss and effective complaint management.
• Report any suspicious transaction immediately to the supervising officer of Fraud Control
• Ensure strict compliance and responsible for achieving and maintaining satisfactory audit rating

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the Kenya Affluent] to achieve the outcomes set out in the Bank’s Conduct Principles.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• Priority Wealth Specialist
• Branch Managers
• Priority Client Service Manager
• CDD

Our Ideal Candidate

• C.I.S.I Training Required.
• Relationship Management Trainings

Role Specific Technical Competencies

• Relationship Management Skills
• Effective understanding of client needs
• Superior knowledge of Investment Solutions
• Effective Communicator with Good interpersonal skills
• Experience in selling and servicing community clients is an added advantage

Unposting Date: 26/Jul/2023, 11:59:00 PM

Collection support officer

JOB SUMMARY

• Drive operational Excellence and Innovation through delivery of expense budget, stakeholder engagements and improved client experience
• Support achievement of loan impairment budget through management insurance claims, forbearance processing, timely client notices and vendor management
• Implement effective Collections Management with a view to optimize both the efficiency and effectiveness of Collections Operations.

RESPONSIBILITIES

• Supports the day -to-day collections of Retail products to ensure losses are minimised and recoveries maximised by the effective implementation of collections strategy.
• Supports the Collections team by provision of Collections MIS to manage portfolio and performance In addition to reviewing and analyzing trends and informing decisions related to the product Development Process
• Performs various Quality Assurance activities supporting collections performance and compliance. 
• Processing Debt Relief Plans and monitoring to prevent early delinquency
• Blocking and manual debits for collections and recoveries accounts
• Reviews processes within collections to identify risk and opportunities to streamline operations, improve service and minimise losses.
• Highlights and analyses credit failures to identify ways of improving the Credit Approval process for Retail Client accounts.
• Reconciliation of various Collections reports for maintenance of accurate data.
• Maintenance and prompt update of various collections trackers. 
• Handling, logging and tracking customer queries, instructions, complaints and CRB related queries.
• Management of insurance claims
• Processing regulatory and other client notices
• Vendor management, Invoice processing
• Legal, regulatory, economic and compliance 

Strategy

• Implement the global collections strategic framework within the country, AOB related to Collections

Business

• Drive opportunities/initiatives to achieve cost savings.

Processes

• Work closely with Country Collections leadership teams to identify and resolve operational issues and need by improving and standardizing processes.

People & Talent

• Completion of e learnings and trainings, coaching through credit mentorship programme, self-learning through discover learning portal. 

Risk Management

• Ensure Operational Risk issues are addressed and action plans on issues are executed within set action plan timelines, Management of all collections trackers, Engagement with stakeholders to ensure completion of assigned tasks and provide feedback. 

Governance

• Adhere to Group policy and Collection Process Standards and collections strategy. 

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Collections & Recoveries 
• Technology & Operations Support 
• CPBB (Consumer, Private and Business Banking) Lending Operations
• Direct Channels-Branches, Call Centre, Credit Resolution Unit
• Credit Initiation Team 
• Policy Team
• Manager, Information Management & Forecasting
• Global Business Services (GBS)
• Bancassurance

External

• Lawyers
• Insurance Service Provider
• Collection system vendors
• Third party – lawyers, auctioneers, valuers

Other Responsibilities

• Adhoc requests from Country/regional head of collections
• Embed Here for good and Group’s brand and values in Collections [Kenya / Retail Credit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

QUALIFICATIONS

• Graduate with minimum 1 year experience in Credit preferably, Credit operations or Debt Collection & Recovery.
• Operations experience 
• Credit skills
• Good negotiation and communication skills.
• Full knowledge of Retail products 
• Good Computer skills with knowledge of Credit MIS
• Basic Project management skills

Role Specific Technical Competencies

• Operations
• Stakeholder management
• Communication and interpersonal skills
• Planning and organisation skills in a highly multitasking
• Debt recovery

Unposting Date: 03/Aug/2023, 11:59:00 PM

Head, Audit, Kenya & East Africa

What will you do?

• Oversee the Kenya & East Africa GIA team in providing independent assurance of the effectiveness of management’s control of business activities (the first line) and of the processes maintained by the Risk Control Functions (the second line). This includes ongoing monitoring and risk assessment of the business and functions across East Africa, then the development and delivery of an Audit Plan of coverage, and meeting the coverage required by regulators.
• Ensure early anticipation, identification and escalation of risks, issues, trends and developments to relevant stakeholders, including deviations from the Group’s Valued Behaviours and Code of Conduct. Be prepared to raise issues/concerns outside the normal audit or credit review processes.
• Ensure the Kenya & East Africa audit team is adequately structured and resourced by an appropriate number of diverse and competent staff, who are sufficiently independent to perform their duties objectively. Support relevant training and learning programmes and individual growth plans, including the GIA methodologies and technology tools and understanding current peer industry practices.
• Meet GIA budget requirements and seek opportunities for GIA process innovations and efficiencies, within the bounds of the GIA methodology, without compromising on the effectiveness of audit processes.
• Provide key insights from a risk, control and strategic perspective into the Kenya & East Africa Management Team, Risk Committees and other forums.     

What do you need to succeed?

• An experienced, self-directing career auditor (internal and external), or a business person who has a breadth of experience in either audit, credit review or governance. A professional audit certification is preferred.
• Demonstrable understanding of the regulatory landscape and current expectations for audit in Kenya and other East Africa markets. 
• Strong leadership qualities, interpersonal and people management skills.
• Strong written and verbal communicator, with personal courage, a change mindset and the ability to influence and to gain the respect of senior management, stakeholders, peers and their teams.
• Live the Valued Behaviours of “Do the right thing”, “Never settle” and “Better Together” on a day-to-day basis whilst seeking opportunities for self-development and growth.
• Be an inspirational people leader who looks for opportunities to grow others, develop talent, give clarity and guidance, drive purpose, and enhance decision quality across the team. 
• Be a leader who helps to grow the Bank, harnessing a strategic mindset and the ability to navigate complex situations and ambiguity.

What’s in it for you?

• There is regular and extensive connection with the Kenya regulators and external auditors, with various annual regulatory examinations and supervisory meetings. The performance of GIA and influence on management are key topics of interest and a major contributor to our regulatory standing.
• The CHOA has extensive opportunity for relationship building with the Kenya & East Africa CEO who also sits on the Africa & Middle East Regional Management Team 
• SCB has built strong connection with the peer bank internal audit community in Nairobi, which enables exposure for the CHOA to the peer group and the exchange of ideas and insight for continuous improvement of GIA. SCB are also notable in the peer audit industry as a prominent foreign bank with the unique network of strong links to Asia, Africa and the Middle East and the diversity of business that brings to the East Africa franchise

RESPONSIBILITIES

Strategy

• Contribute to the GIA risk assessment and design the subsequent risk-based audit plan for the assigned portfolio – an assessment of the appropriateness of the audit plans from a Kenya & East Africa perspective;
• Audits assigned to the individual in the GIA audit plan should address the key risks identified in the detailed risk assessment and in the audit planning process, and meet relevant regulatory requirements and expectations that are required to be covered by GIA;
• Consider whether the assigned audit plan remains relevant throughout the year as the risk profile of the business changes.  Propose changes as appropriate; and
• Ensure that audit team operates in line with the Audit Charter during engagements, remains independent from management and free from interference.

Business

• Effectively manage the cost of assigned audits within the allocated budget for audit engagements; and
• Identify and implement opportunities for cost savings and optimal productivity of assigned audit engagements.

Processes

• To act as Team Manager on assigned audit work on Kenya and East Africa. This will entail managing the Team Leader and junior colleagues working on the audit to deliver the Audit Planning Memo, Process Risks Controls Matrix, agree issues and action plans with management and submission of draft report to the Team Manager for review;
• Provide clear guidance, detailed review and supervision of the audit team’s work so that audit deliverables meet quality standards and timelines in line with the GIA methodology;
• Provide guidance on business/audit technical knowledge and management skills to team leaders and team members to enable them to effectively deliver their assigned contributions for an audit;
• Provide technical input and challenge on audit work being undertaken within the scope of assigned product / country area of responsibility. This will include working with the audit team to produce outputs of high quality which address the areas of greatest risk;
• Support adherence to the GIA methodology in all areas of the audit engagement, as well as raising awareness and understanding of the methodology;
• Demonstrate sound knowledge of both business/technical areas and expert knowledge in the audit process, including the GIA system, so that audit work is carried out to a high standard that meets all methodology and GIA system requirements;
• Take the lead in presenting the draft report in the GIA report review process (to the tollgate or report approver); and
• Monitor the implementation/delivery of the agreed issues/audit plans for the audits assigned, understanding the key risks arising, provide advice on resolution of issues to auditees/action plan owners and escalate audit findings that remain unresolved.

People & Talent

• Demonstrate strong leadership and ability to motivate and guide audit Team Leaders and members;
• Share knowledge to increase specialism within the function;
• Influence change within the department by highlighting potential enhancements; 
• Identify growth areas on an ongoing basis and identify how best to develop them;
• Provide performance feedback, as appropriate, to Team Leaders at the end of an audit.  Review and agree the feedback provided for team members with the Team Leader;
• Identify and successfully complete key internal training for self-development; proactively seek an external lens to support delivery of meaningful audit work.
• Facilitate the development of audit team members by providing on the job training and recommending formal training to support GIA activities;
• Support cost efficiency initiatives including staff location strategy in GIA; and
• Proactively spot talent for GIA.

Risk Management

• Update the assigned Continuous Risk Assessment on a regular basis to identify changes in risk profiles and document these in a timely manner, proposing changes to the assigned audit plan, as appropriate;
• Promote early identification and escalation of risks, issues, trends and developments to relevant stakeholders. Be prepared to raise issues/concerns outside the normal audit process;
• Attend relevant meetings relevant to assigned country / product area (e.g. Management Groups and Committees) provide insights and meaningful challenge, ensuring risks are appropriately identified, discussed and timely remediation plans are put in place;
• Adopt an anticipatory approach to risk assessment through stakeholder engagement and monitoring of the external environment to improve audit planning; and
• Review MI and reports regularly to keep up-to-date with key trends within the business and audit deliverables.

Stakeholder Management

• Establish and maintain effective working relationships with the management of business units which fall under portfolio responsibility, including Kenya, Uganda and Tanzania Management Teams and the East Africa Cluster Management Team.
• Successfully manage external stakeholders such as regulators and other reviewers.

Governance

• Manage the relevant Product/Country stakeholders, and establish good working relationships to help the businesses improve the control environment and keep updated with changes in the business impacting their risk profile;
• Propose changes to audit plans, so the audit plan remains relevant;
• Lead by example on how to communicate audit-related matters and resolve any conflict between auditors and auditees during the course of an audit.  Use networks and relationships to build engagement and achieve results;
• Escalate delays in the execution of audit work, both to auditee management and GIA management; role model this behaviour to Team Leaders;
• Be able to clearly explain issues identified along with the risks

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the Kenya & East Africa GIA team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• All Country Management, Management Forum and Committee Members relevant to Kenya & East Africa.
• Designated business stakeholders, typically related to assigned portfolio; and
• GIA stakeholders – team leaders, team members, team managers, Product, Functional, Country and members of the Audit Executive Team.

Other Responsibilities

• Embed Here for good and Group’s brand and values in Group Internal Audit; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures 

QUALIFICATIONS

• An experienced career auditor (internal and external) or a business person who has a breadth of experience in either audit, governance or both; 
• In-depth understanding of CCIB and CPBB products, services, market developments, regulatory requirements and related risks and typical controls;
• Strong communicator, both written and verbal, with an ability to influence and an ability to gain the respect of senior management, regional stakeholders, peers and their teams;
• Confident and courageous to raise/escalate issues in a pro-active, professional and timely manner;
• Self-directed and able to work with minimum supervision; 
• Demonstrate understanding of and commitment to the Group’s core values;
• Professional audit certification preferred;
• Ability to commit to >5% business travel;
• Ability to perform the role of ‘Change Leader’.
• Undergraduate/Post Graduate Degree in Finance, Accounting, Business, Audit
• Member of Institute of Certified Public Accountants Kenya (ICPAK)
• 10+ years of proven experience in Audit/Accountancy

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