Officer – Mortgage

Role Overview

The Officer – Mortgage is responsible for supporting the Manager – Mortgage in implementing management, growth, and profitability of the Mortgage Business. This role is crucial for ensuring the implementation of efficient and effective Operational Risk Management, strong Customer Service, and a proactive Sales Culture within the mortgage division.

Key Responsibilities Areas

• Mortgage Product Strategy
• Market Research, Product Design, Development & Management
• Partnerships Onboarding & Management
• Sales, Business Development & Relationship Management
• Personal Leadership & Development
• Team Leadership & Development
• Governance, Risk Management and Compliance

Main Activities

Product Management Support & Development

1. Lead the development and management of the mortgage product portfolio, ensuring products meet market demand and are competitive.
2. Design new mortgage products and services based on customer insights, market research, and competitor analysis.
3. Continuously improve and innovate mortgage products to increase customer satisfaction and enhance the bank’s competitive position.
4. Develop and execute long-term product strategies aligned with the bank’s business goals.
5. Oversee the end-to-end product lifecycle, from initial concept and development to launch, monitoring, and iteration.
6. Ensure compliance with regulatory requirements and internal policies throughout the product lifecycle.
7. Collaborate with internal teams (Sales, Marketing, Risk, Credit, IT) to ensure seamless product delivery and execution.
8. Be responsible for all aspects of technology product development including discovery, requirements gathering, development, and implementation of features.
9. Evaluate mortgage product features and recommend continuous improvement enhancements.
10. Ensure the mortgage product meets all regulatory, legal, and internal standards for full compliance and governance.
11. Develop all bank product guidelines, policies, and procedure manuals for effective product management.
12. Train all bank staff on mortgage products and customer value proposition to generate curiosity and drive sales behavior.
13. Keeps informed of all origination, processing, appraisal, underwriting, and closing requirements.
14. Track and analyze product performance metrics, including customer adoption, profitability, and market share.
15. Provide regular updates and insights to the Head of Business Development on product performance, customer feedback, and market trends.
16. Use data and insights to make informed decisions on product enhancements, pricing, and new opportunities.
17. Ensure all clients receive professional advice on mortgage financing, including interest rates, repayment schedules, and associated costs.
18. Respond promptly to customer inquiries from the business development teams and provide solutions to any issues arising during the mortgage journey.
19. 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.
20. Provide timely, relevant, and accurate reporting and analysis of performance against historical, budgeted, forecasted, and strategic planning results.
21. Extract, generate, and maintain Mortgage related data from various source points (EDWH, T24, Tranzware, Mobireg portal, BPM & Credit Quest (CQ)), ensuring accuracy and completeness.
22. Perform monthly balance sheet income statement and budget variance analysis, and develop annual budgets, quarterly forecasts, and 3-year strategic plans.
23. Review monthly expenses, undertake Cost/income evaluations, and investigate possible cost saving areas.
24. Maintain productivity dashboards for all Mortgage Relationship Managers, DSRS’, and other RMs in the bank and regions.

Maintain Quality Loan Book by Preparing Quality Loan Application

1. Obtain all necessary documents for a thorough analysis of a facility request as per the bank’s Lending manual & credit policy.
2. Apply Bank’s policies on Know Your Customer (KYC) and Anti Money Laundering (AML).
3. In liaison with potential/existing corporate client and RMs, conduct customer visits prior to completing the loan application.
4. Prepare & attach a call report for the client.
5. Engage Product technical teams on specialized credit facility structuring.
6. Adhere strictly to the Bank’s credit policy and ensure credit proposals are well analyzed and presented.
7. Liaise with Credit Risk Department to ensure facilities are well structured.
8. Present the completed loan application to the Credit Committee and obtain approval/decline.
9. Advise the customer on the status of their credit applications via an appropriate letter of offer/letter of reject.
10. Monitor the progress on perfection of securities, ensuring correct charging amounts and proper insurance coverage with the Bank’s interest noted.
11. Focus on portfolio growth in assets and liabilities and cross-selling of other Bank’s products.

Portfolio Monitoring and Control

1. Effectively and efficiently manage the Department Credit Administration (PAR, Excess, and Collateral).
2. Interrogation of the account plans to ensure all leads identified are closed.
3. Monitoring of the Departmental loans PAR to maintain a low PAR of not more than 3% on a weekly trend.
4. Prepare and give response on Corporate PAR for Early Alert Meetings.
5. Ensure clients are advised on renewal of overdraft limit expiry dates to ensure timely review.
6. Ensure all Fees and Commission are recovered and correct interest rates are maintained to avoid income leakage.
7. Ensure there is proper filing and documentation on the credit files and preparation of response to audit reports.
8. Managing the portfolio in compliance to Bank’s policies on KYC, AML and prudential guidelines.

Credit Administration and Audit

1. Follow up on closing of outstanding covenants and advise the credit analysts appropriately.
2. Daily verifying that each client under the portfolio is within the limit/no arrears positions and there are no signs of development of ‘hardcore’ position.
3. Promptly advise the Remedial Credit Unit clients that require their attention.
4. Keep abreast with the developments in the international markets, banking industry, and the sectors in which clients operate.
5. Make regular customer visits, obtain status reports, and analyze annual/management reports.

Customer Support

1. Support in Hit Lists maintenance of potential clients and Wallet Sizing with existing clients to maximize cross-selling opportunities.
2. Ensure that customers enjoy quality service, with non-investigative queries responded to within the same day and investigative queries handled within 48 hours.
3. Make regular customer visits to keep abreast of their activities and ensure professional email communication.

Personal Leadership & Development

1. Manage self by showing drive and motivation, self-reflection, and a commitment to learning.
2. Adhere to the bank customer service charter and ensure personal accountability to meet Service Level Agreements (SLA) and Turn Around Time (TAT).
3. Commit to continuous personal development, preparing an annual Personal Development Plan (PDP).
4. Live the brand values as a Sidian Bank brand ambassador.

Team Leadership & Management

1. Consult with HR on the Human Resource Management of the team.
2. Set performance objectives for direct reports, provide regular feedback, and contribute to staff performance objectives.
3. Responsible for assigning tasks, scheduling, monitoring work, and reviewing results.
4. Ensure adherence to dress code, code of conduct, and HR policies and procedures.
5. Ensure there is proper succession planning and monitor training hours for self and direct reports.

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.

Skills & Competencies

• Deep understanding of loan products and the mortgage market, including regulatory and compliance aspects.
• Strong analytical skills with the ability to use data to drive decision-making and product improvement.
• Experience in leading cross-functional teams and managing complex projects.
• Proven ability to innovate and improve product offerings based on customer needs and market opportunities.
• Excellent communication, collaboration, and presentation skills.
• Strategic thinker with a strong customer-focused mindset.

Professional Certification

• Professional Banking qualification (AKIB) is an added advantage.