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Relationship Manager, Business Banking (SME) – 2 Posts

JOB SUMMARY:

The overall purpose of this role is to achieve business growth for the Bank by selling products and services to SME’s within assigned market segments and by promoting and selling other products and services of the Bank to enhance value-added relationship with existing customers.

KEY RESPONSIBILITIES:

 Strategy – 20%

• To support the branches in increasing business in the sectors and segments allocated.
• Ensure implementation of the SME Banking strategy in line with the allotted Sector / Segment and aligned to the overall strategy of the Bank. 

Acquisition: Business Development -35%

• To onboard new customers so as to grow the Bank’s liabilities, Assets and NFI
• To service existing customers so as to continuously grow the Bank’s liabilities, Assets and NFI
• To increase product usage amongst existing customers in the portfolio assigned
• To increase account activity and utilization amongst existing customers in the portfolio assigned
• To ensure continuous engagement
• To play a key role in product development relevant to the SME Banking sector.
• To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times.
• To effectively manage and expand the relationships with existing SME banking clients and bringing in new partnerships so as to ensure business growth and continuity.
• To ensure continuous improvement in customer service and implementing effective retention of customers within the corporate banking framework.

Cross-sell, Retention & Servicing of Clients – 25%

• Provide advice on potential financial solutions based on identified need
• Understand and Resolve and where necessary, escalate client queries in a timely and appropriate manner
• Analyze financial requirements of customer and match with the Bank’s product offerings
• To grow the Bank’s wallet share in the SME banking sector within the designated portfolio / segment.
• To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times.
• Develop and maintain strong working relations with all existing clients at key levels to optimize the utilization of approved facilities
• Ensure renewal of facilities such as overdrafts are undertaken in a timely manner and no limits expire / mature
• Ensure proper communication to clientele in respect to any changes in the Banks services or products 
• Manage all facilities in the portfolio to maintain an acceptable PAR
• Ensure that the client has an active account by frequently reviewing the account to ensure that there are regular transactions depending on the nature of the clients business

Compliance – 10%

• To ensure compliance with both internal and external regulatory requirements. 
• To work closely with risk and compliance units to ensure effective controls to mitigate against business risks associated with corporate banking.

Talent Management – 5%

• Ensure personal development
•  Ensure development of the team by also effectively charting their career paths 
• To safeguard and promote the bank’s image with the general public.

Other – 5%

• To safeguard and promote the bank’s image with the general public.

KEY RELATIONSHIPS:

Customers to this Position

• SME Sector Relationship Managers
• Regional Mangers
•  Branch Manager
• Senior Relationship Officers
• Relationship Officers
• Analyst
• Credit Department
•  Products and Verticals department
• Corporate
• Treasury

Knowledge; Skills and Experience required for this Role

• Bachelor’s degree from an accredited University preferably with a Major in Finance, Accounting, Marketing or Economics
• Excellent interpersonal skills
• Excellent communication and presentation skills
• Organizing and planning skills
• Information gathering, monitoring and analytical skills
• Problem analysis and solving skills
• Decision making skills

Competencies required for this Rol

• Emotional Intelligence; Dynamic individual with the ability to work under pressure.
• A passion for performance, building team play, and achievement in a competitive and dynamic environment
• Commercial awareness and customer focus
• Strong networking skills, for both internal and external networks
• Delivering Results and Meeting Customer Expectations
• Achieving Personal Work Goals and Objectives
• Entrepreneurial and Commercial Thinking
• Persuasion and Influencing
• Presenting and Communicating Information eloquently
• Team Player

Problem Solving

• Ability to maintain a quality Asset book
• Ability to handle customer complaints and expectations in a diplomatic way
• Ability to foster team work with colleagues to enhance a good working environment
• Ability to conduct oneself in a professional manner ensuring that the Bank’s image and reputation is protected
• Knowledgeable in analysing of statements of accounts and annual financial reports to ensure that the company’s earnings are correct in terms of industry and period of analysis

Accountability

• Ensuring timely submission of reports
• Ensuring seamless execution of tasks
• Ensuring adherence to the department’s SLA
• Ensuring a customer satisfaction/retention mechanism

Relationship Manager, Elite & Diaspora Banking

JOB SUMMARY:

The job holder is responsible for providing a relationship-based offering to high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals. The job holder shall proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for the customer and providing financial solutions which meet the customer’s expectations in accordance with the segment value proposition. The job holder shall leverage the group’s reach & expertise resource capabilities to add value to both the customer and the bank and maintain a high level of integrity, professionalism and ethical standards whilst building valuable long term relationships with customers.

KEY RESPONSIBILITIES:

• Acquire new customers (high net-worth affluent individuals) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy and sales targets.
• Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
• Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
• Comprehensively explore customers’ short and long term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers. Appreciate the implications of the customers’ lifecycle position and priorities. 
• Conduct a comprehensive calling/contact management programme for all customers within own portfolio supported by call reports that document the salient issues and future opportunities identified.
• Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
• Ensure that the Customer is central to the entire life cycle approach of maximising sustainable value add to both the Customer and the Bank. 
• Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals. 
• Place equal emphasis on investment (non-borrowing) and borrowing customers. 
• Commitment to Service excellence and superior service delivery aligned to SLA’s and turnaround time commitments.Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimise adhoc service requests. Assist with migration, Facilitate the migration of customers to self-service channels where appropriate. 
• Ensure that customers are well informed with regards to lending application processes (e.g. vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g. minimum account balances, provision for debit orders and cheque payments, etc). 
• Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable. Be prepared to articulate the value added if challenged on pricing.
• Ensure that qualifying customers (as defined by the Country segment value proposition) are timeously migrated from the Branch to the Elite Banking.
• Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
• Ascertain when customers require specialist advice and arrange appropriate introductions with specialists. Generate and pass on leads. Follow up to ensure that the customer is satisfied with the service received.
• Determine when new or existing customers require SME or Corporate expertise and arrange introductions accordingly. Interact and build strong working relationships with SME and Corporate colleagues to entrench the holistic customer relationship with the bank.
• Interact frequently and build strong working relationships with enabler and fulfilment functions (including credit specialists, product specialists and wealth specialists) to shorten turnaround times and SLA’s are adhered to. 
• Manage credit and operational risks in accordance with laid down policies and procedures.
• Take accountability for credit management of portfolio, including the completion of referral reports, taking action regarding exception reports to eliminate accounts in excess, ensure that all accounts are limitised and that reviews occur timeously.
• Establish and build knowledge and understanding of product and credit application processes to eliminate reworking and ensure acceptable turnaround times for customers.Maintain proper records (filing, update customer records on bank system, etc). 
• Ensure limits are loaded, market segment codes are correct and all fields are captured accurately on the system. Take responsibility for the integrity of all data pertaining to the portfolio.
• Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, faxes, queries and complaints, etc.
• appropriate Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy. 
• Follow proper procedures when closing accounts, including the recovery of outstanding funds/fees and retention of cheque books/cards.
• Manage subordinate (Relationship Officer/ Transactional Banker / Private Banker’s Assistant) in accordance with HR performance management best practice recruitment/development/retention/reward & recognition. 
• Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care and being considerate of other team members. 
• Actively seek to improve others’ skills and talents by providing constructive feedback, coaching and training opportunities to develop their abilities.

KEY RELATIONSHIPS:

Direct Reports to this Position

• N/A.

Customers of this Position

• High Net worth individuals within the bank.

KEY COMPETENCES AND SKILLS:

Knowledge; Skills and Experience required for this Role Knowledge:

• Understanding of the high net – worth individual and affluent market – typical profile, lifestyle, financial needs, etc.
• Deep knowledge and understanding of segment value proposition.
• Sound knowledge of all products and channels relevant to this market, including qualifying criteria, product/channel features and benefits, pricing, product/channel combination possibilities and efficient product usage through self – service channels. 
• Understanding of the bank’s product in respect of service level arrangements and the bank’s service provision networks.
• Understanding of which products are most required by high net – worth individuals and/or, most beneficial to this market as well as appreciation of which products are most profitable to the bank.
• Knowledge of equivalent competitor products and services.
• Working knowledge of SBM Bank Strategy, country strategy and segment strategy. 
• Knowledge of local market environment and financial issues that may impact portfolio. 
• Working knowledge of bank systems. 
• Thorough understanding of credit principles as well as application and maintenance processes.

Experience:

• Banking experience, preferably dealing with high net – worth individuals in a portfolio context.
• Strong sales background.
• Experience in upholding the highest levels of service. 
• Experience in completing credit applications successfully.

Skills:

• Relevant business/financial qualification. 
• Interpret financial statements, assess sources of income and basic customer affordability calculations (debt to income ratio, loan to value ratio, installment to income ratio, etc.) 
• Sell financial products on unique benefit to customer and not merely price, Use knowledge of product, local competitive differentiators and value proposition to persuade customers to bank with SBM Bank.
• Demonstrate high levels of computer literacy – able to capture/update customer database, successfully complete product/lending applications, ensure credit maintenance, etc.

Competencies required for this Role:

• Mature & professional demeanour.
• An effective networker at all levels, both inside and outside the bank.
• Ability to identify customers’ requirements for specialist financial/product expertise and advice.
• Articulate in the communication/presentation of financial solution and factual information to customers.
• Strong Communication, negotiation and persuasion skills.
• Independent, socially confident, quick to establish rapport and build credibility with customers.
• Fosters confidence among customers.
• Ability to listen and probe customer responses effectively to ensure proper understanding of needs.
• Advanced sales and consulting skills. 
• Achievement orientated, embracing and achieving challenging targets. 
• Self – motivated and energetic.
• Consistent, honest and trustworthy – demonstrating integrity. 
• Ability to remain calm and focused under pressure and during conflict situations.
• Able to have difficult conversations with confidence – declining a pricing/rate concession, effectively communicating a declined loan application to customer without blaming Credit, etc.
• People management skills, including team building, team motivation, goal planning and optimising team skills to deliver results.

Internal Auditor, Information Systems Audit

JOB SUMMARY:

The overall responsibility of this role is to conduct audits of the Bank’s IT infrastructure, application systems and processes to provide assurance to the Board and Management of the integrity, availability and confidentiality of the Bank’s information through evaluation of internal controls within the information systems environment.

KEY RESPONSIBILITIES:

Financial

• Execute a risk-based IT Audit plan in line with the IT Audit Strategy and in accordance with applicable IT Audit and Assurance Standards.
• Carry out value for money reviews by evaluating the business case for the proposed investments in information systems to determine whether they meet business objectives.

Customer & Markets

• Assist in preparation of concise and informative audit reports to effectively communicate the findings and recommendations to management.
• Provide independent assessment of project status and achievement of stated objectives, as well as value addition by evaluating effectiveness of risk management on both IT and organizational aspects.

Operational & Sustainability

• Develop and execute relevant information systems audit programs addressing the key risks in the Bank, proposing practical and value-added recommendations to address control weaknesses and provide evidential support of findings.
• Review and evaluate the effectiveness of corrective action plans that address IT audit report findings and track the status of all action plans to completion.
• Ensure implementation of controls by following-up on agreed actions and recommendations raised by external IT auditors and consultants. 
• Facilitate the identification of current or emerging IT process risks and facilitate improvement efforts by advising on remedial action.

Leadership

• Drive a culture of teamwork within the audit team to ensure effectiveness in conducting audits and conformance to professional standards is always upheld.

KEY RELATIONSHIPS:

Direct Reports to this Position

• N/A.

Customers of this Position

• Internal Audit clients and other staff.

Knowledge; Skills and Experience required for this Role

Job Knowledge and Experience:

• At least 6 years’ working experience in auditing of information systems in a professional services firm or internal audit environment, preferably in a financial institution. 
• Understanding of a banking environment would be an added advantage.
• Knowledge of information systems governance and security principles & practices e.g. ISO27001, COBIT and ITIL frameworks. 
• written and verbal communication skills to deliver actionable feedback to client management.

Education:

•  Bachelor’s degree in computer science, Information Systems Management, Business Information Technology or related fields from a recognized institution.
•  Professional certification in Certified Information Systems Auditor (CISA) or Certified Information Systems Security Professional (CISSP).
•  Knowledge and experience in the use of computer assisted audit tools/techniques (CAATs).
•  Member of ISACA (preferred)
•  Other qualifications such as CIA, CISM, CEH, CCNA or CPA/ACCA would be an added advantage.

Competencies required for this Role

• Analyzing
• Delivering Results and Meeting Customer Expectations
• Writing and Reporting
• Coping with Pressures and Setbacks
• Following Instructions and Procedures
• Applying Expertise and Technology

Officer, Workplace Banking

JOB SUMMARY:

The role will also implement business strategy for the monitoring and growth of the Workplace banking scheme customers by providing pro-active management of all schemes to ensure that the customers utilize the facilities, loan repayments are up to date, liaising with the HR managers for check-off deductions and assisting in cross-selling to ensure that the customers utilize as many SBMK products/channels as appropriate.

KEY RESPONSIBILITIES:

Sales and Business Development – 20%

• Full responsibility for all product lines and all sales and business development for the schemes business.
• Develop business opportunities and monitor Monitoring scheme loans/check off performance for each scheme on monthly basis with a view of increasing the utilization and minimizing default and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs. 
• Ensuring that SBM Bank deductions for global check offs are adopted and following up on any that have not been adopted. 
• Deliver and collect confirmed customer loan applications that require employer sanction/confirmation. 
• Follow up on Scheme loan repayments/Check off/Salaries.
• Gathering market intelligence on Scheme arrangements to maintain a competitive edge for the bank.

Risk Management – 20%

•  Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policy. 
• To ensure Bank policies and procedures are followed – Consistency in adherence to KYC & AML guidelines and application of established policies, processes and tools to achieve optimal efficiency, compliance and cost optimization. 
• Timely preparation and submission of all Performance monitoring reports and any other reports that may be required from time to time.
• Monitoring of the facilities and accounts under the Schemes to ensure PAR is maintained at acceptable standards.

Monitoring & Reporting – 30%

• Daily tracking of performance against commitments per branch and highlighting any variances by engaging the branches /supervisor towards contribution to meeting the Consumer Banking/Check Off Scheme performance targets.
• Preparation & Analysis of daily and weekly data/reports to assist Consumer Banking/Check Off Scheme in meeting the performance targets. 
• Ensuring WPB RMs issues are closed in a timely manner through active follow up within the service level agreement.
• PAR monitoring and engaging branches on action plans on how to regularize accounts in arrears daily.
• Monitoring the Schemes performance on regular and make necessary recommendations/follow ups as may be required.

Administration – 20%

• Periodic review of MOU performance and making necessary recommendations to the Senior Manager – CB products.
• Induction & Training of branches on all the Consumer/Check Off Scheme bank products and services. 
• Monitor Daily Performance reports for branches check off schemes.

Strategic Input & Planning – 10%

• Contributes to the completion of the SBM Bank Branch Banking Operational plan by preparing and implementing a schemes business plan that encompasses strategies for performance.
• Prepares the schemes sector budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.

KEY RELATIONSHIPS:

Customers of this Position

• All staff & External WPB customers.

Knowledge: Skills and Experience required for this Role

Job Knowledge

• Excellent understanding and interpretation of financial information.
• Working knowledge of the Bank’s products, services.
• Good understanding of the banking industry trends, regulation, banks processes & operating procedures.

Job Experience

• 3 to 5 years’ banking experience in the areas of Sales & Marketing & Relationship Management.
• Credit Risk Management & Branch Operations are added advantages. 
• Understanding of the Banking & Financial environment.

Education: 

• A bachelor’s degree in Banking, Finance or a related business, statistics field.

Competencies required for this Role

• Dynamic, analytical and self-driven individual with the ability to work under pressure, always maintaining a professional and helpful attitude. 
• Excellent selling skills – Strong networking skills, for both internal and external networks
• Relationship Management skills with excellent presentation, communication and interpersonal skills
• A passion for performance, team play and achievement in a competitive and dynamic environment. 
• Hardworking, strategically minded individual with excellent leadership, organizational, and planning skills
• Commercial awareness and customer focus
• Decision Making, People Management & Conflict resolution skills
• Computer literacy (standard office computer applications)

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