Role overview
What you'll be stepping into
OBJECTIVE(S)
To deliver exceptional business performance through excellent customer servicing, sales and transactional processing in a branch.
To establish and maintain positive customer relationships, plan and deliver an effective marketing strategy and monitor the progress of new and existing products; as well as provide operational management support on a day-to-day basis
DUTIES AND RESPONSIBILITY
Increase customer retention and growth through an aggressive cross-sell of the bank's relevant financial products and thereby promote an optimum build-up of revenue.
Prepare annual marketing plans and strategies for financial products generation to enable achievement of targeted growth objectives.
Conduct market intelligence and competitor analyses in order to prepare marketing plans and strategies, with an objective of identifying business opportunities and maximizing them.
Effective and timely customer service delivery according to prescribed SLAs.
Responsible for brand and ambiance to ensure a customer-friendly environment.
Establish and maintain effective relationships with new and existing customers, establishing their needs and attending to the suitability of services.
Provide feedback on effectiveness /review of current customer processes.
Ensure that the banks /Regulatory Authorities’ policies and guidelines are complied with.
Evaluate new and renewal lending proposals, negotiate terms with customers and, where appropriate, submit proposals to the credit department for approval;
Recommend development of various products based on customers’ feedback.
Contribute to the effective launching of new products to ensure favorable market response and optimum build-up of revenue –sales campaign management
People management -Build, develop and motivate a high-performance team committed to achieving success through each other by Coaching and mentoring the team.
Cost management – Ensuring optimal utilization of resources (material, human) made available in business operations.
KEY PERFORMANCE INDICATORS
Budget _ Financial KPI (Number and Value)
Profitability.
Number of dormant, inactive, and closed accounts as a percentage of total accounts
Number of accounts with incomplete documentation as a percentage of total accounts
Quality of loan portfolio (Nonperforming loans to total loan portfolio ratio).
Quality and completeness of information on CAM/Credit request.
Number of customer complaints/Compliments – customer service
Cost vs Performance
Core Values
JOB REQUIREMENTS
Education
A University degree holder. A financial qualification or associate such as CIB, IOS, CFA, ACCA, etc and an MBA would be an added advantage
Experience:
3-10 years’ experience in retail/private banking
KEY COMPETENCY REQUIREMENTS
Knowledge
Display a track record for achieving positive results in terms of profit and customer satisfaction
Good Knowledge and understanding of Banking/Financial products, services and policy regulations of these products in the market.
A detailed understanding of the retail business processes and operating procedures, with thorough knowledge of operating instructions and audit requirements.
A good understanding of retail business plans, operating structures and key interfaces.
An in-depth knowledge and understanding of relevant legislation e.g KYC, Money laundering, service standards e.t.c
An excellent understanding of the outlet’s performance objectives: gross sales, cost management, risk, rigour and income contribution.
A good understanding of the bank cash management procedures and technical support system.
Key competitor metrics
Strong ability to “sell” himself/herself to internal peers and employees to get cooperation necessary to achieve goals
Skill/Competencies
Excellent customer service orientation.
Must have a positive ‘can do’ attitude
Good presentation and negotiation skills
High level of integrity
Excellent communication skills
Strong sales/cross-selling skills
Good motivational and training skills
Strong product knowledge
Attention to details
Good Interpersonal Skills
Strong leadership and negotiation skills
Problem-solving abilities
People management skills
Resource management skills
Team working skills
Tough and resilient
Performance development skills
Planning and organization skills
Highly developed coaching & feedback skills
Computer skills
Work Hours: 8
How to apply