The role of the Manager – Mortgage is to develop, manage, and optimize mortgage products to meet customer needs through a compelling customer value proposition, thereby supporting Sidian Bank's strategic goals. The role involves overseeing the entire product lifecycle, from initial market research and design to launch and continuous improvement. The Manager will collaborate closely with cross-functional teams, including Business Development (Head Office and branches), Credit Risk Management, Enterprise Risk Management, and Marketing, to ensure product success and alignment with business objectives.
Key Responsibilities
Mortgage Product Strategy
- Work closely with senior leaders to set an ambitious and clear product vision for growing and scaling the bank's business and product offerings.
- Be data-focused, leveraging data and business insights to evaluate product performance against business objectives, and pivot/adjust strategies as appropriate, balancing risks, costs, and benefits effectively.
- Build a compelling vision and sell the vision to the bank to position the mortgage business and drive portfolio growth.
- Formulate and implement strategies for Affordable mortgages (both on the supply and demand side) for business growth and profitability.
- Implementing the Affordable Housing proposition and initiatives aimed at optimizing both customer experience and profitability for the bank.
Market Research, Product Design, Development & Management
- Lead the development and management of the mortgage product portfolio, ensuring products meet market demand and are competitive.
- Design new mortgage products and services based on customer insights, market research, and competitor analysis.
- Continuously improve and innovate mortgage products to increase customer satisfaction and enhance the bank’s competitive position.
- Conduct thorough market research and competitor analysis to identify trends, gaps, and opportunities in the mortgage market.
- Develop and execute long-term product strategies aligned with the bank’s business goals.
- Oversee the end-to-end product lifecycle, from initial concept and development to launch, monitoring, and iteration.
- Ensure compliance with regulatory requirements and internal policies throughout the product lifecycle.
- Monitor product performance and adjust strategies based on data, feedback, and changing market conditions.
- Collaborate with internal teams, including Sales, Marketing, Risk, Credit, and IT, to ensure seamless product delivery and execution.
- Work with Marketing to create effective product positioning, marketing campaigns, and communication strategies.
- Be responsible for all aspects of technology product development including discovery, requirements gathering, development, and implementation of features.
- Evaluate mortgage product features and recommend continuous improvement enhancements.
- Ensure that the mortgage product meets all regulatory, legal and internal standards to ensure full compliance and governance.
- Develop all bank product guidelines, policies and procedure manuals for effective product management.
- Train all bank staff on mortgage products and customer value proposition to generate curiosity and drive sales behavior.
- Keeps informed of all origination, processing, appraisal, underwriting and closing requirements.
- Track and analyze product performance metrics, including customer adoption, profitability, and market share.
- Provide regular updates and insights to the Head of Business Development on product performance, customer feedback, and market trends.
- Use data and insights to make informed decisions on product enhancements, pricing, and new opportunities.
- Ensure all clients receive professional advice on mortgage financing, including interest rates, repayment schedules, and associated costs.
- Respond promptly to customer inquiries from the business development teams and provide solutions to any issues arising during the mortgage journey.
- Monitor the repayment of the product and project loss ratios, follow up on arrears and NPL management ensuring the bank is well safeguarded in case of default.
Partnerships Onboarding & Management
- Analyse and actualize potential partnerships with real estate industry players and stakeholders.
- Grow and manage top strategic partnerships relationships characterized by complex relationships, value and high returns.
- Manage KMRC relationship and ensure return on investment of Sidian Bank’s investment.
- Identify and onboard other entities that can provide funding as well as de-risking instruments for the mortgage book (e.g., security based lending firms or other form of funding structures).
Sales, Business Development & Relationship Management
- Create a mortgage sales culture in the bank.
- Act as liaison between clients and internal operations team to timely and effectively understand and provide all support for mortgage products.
- Enhance relationship marketing and management to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that both the customer and bank objectives are met.
- 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.
- Minimize customer attrition by offering the required solutions and proactively responding to queries and complaints.
Personal Leadership & Development
- Manage self by showing drive and motivation, an ability to self-reflect and a commitment to learning.
- Communicate effectively, actively listen to others, and respond with understanding and respect.
- Commit to Customer Service: adhere 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 with others and value their contribution.
- Deliver Results through the efficient use of resources and a commitment to quality outcomes.
- Think strategically and solve problems, analyzing and considering the broader context to develop practical solutions.
- Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
- Adherence to the bank's policies and procedures, dress code, code of conduct, and HR policies. Ensure closure of identified deficiencies from concluded audits.
- Live the brand values as a Sidian Bank brand ambassador.
Team Leadership & Management
- Responsible for the Human Resource Management of the team (consulting with the HR Business Partner).
- Set performance objectives and measures of success for direct reports, providing regular feedback, training, and support.
- Assign tasks, schedule and monitor work, and review results for timeliness, accuracy and quality.
- Contribute to staff communications by leading regular staff meetings.
- Encourage staff development opportunities.
- Ensure retail staff maintain professional presentation and service standards.
- Ensure proper succession planning by maintaining an effective leave program and in-house training schedule.
- Ensure the set number of learning/training hours are achieved for self and direct reports.
Qualifications and Experience
- Academic Background: University Degree or Diploma.
- Work Experience: At least 5 years of experience in mortgage product management, ideally within the banking or financial services sector.
- Professional Certification: Professional Banking qualification (AKIB) is an added advantage.
- Skills & Competencies: Deep understanding of loan products and the mortgage market, strong analytical skills, experience in leading cross-functional teams and managing complex projects, proven ability to innovate, excellent communication, collaboration, and presentation skills, and a strategic, customer-focused mindset.
