Job Purpose
The Senior Relationship Officer is responsible for managing client relationships to achieve set sales targets and wallet share, ensuring sustained business growth and profitability within the assigned customer segment. This role involves selling, cross/upselling, and delivering excellent service of the bank’s products and services while building long-term, profitable customer relationships.
Key Responsibilities
The role encompasses the following major areas:
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Branch Strategic Input and Planning
- Contribute to the completion of the branch operational plan by preparing and implementing an individual business plan encompassing strategies for performance on branch growth objectives.
- Formulate and implement personal initiatives for the assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
- Prepare a personal action plan that contributes to the overall branch budget.
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Business Growth & Development
- Take full responsibility for all product lines and sales/business development for new and assigned business portfolio.
- Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality, and portfolio growth targets are met.
- Drive growth in client recruitment, increased transactional income, cross-selling of products, and Customer relationship management as per set bank targets.
- Develop new business opportunities and monitor business activities in line with the Bank’s long-term strategic and annual business plans to ensure competitiveness and responsiveness to market changes.
- Develop a new customer base by expanding markets and cross-selling bank products.
- Develop a focused relationship management system that increases the branch's ability to generate deposits, lending, and revenues from existing and new customers.
- Enhance appropriate controls and monitoring mechanisms for the development of high-quality lending.
- Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines, and appropriate provisions of the Banking Act regarding lending.
- Enhance relationship marketing and management to establish, maintain, and enhance relationships with customers and partners, ensuring mutual fulfillment of the brand promise and updating call reports.
- Ensure compliance with the Environmental Social Management (ESM) policy and procedure in day-to-day branch business.
- Leverage position as a trusted advisor to proactively manage Portfolio at Risk (PAR).
- Utilize the bank's MIS system for continuous tracking of personal performance, monitoring customer satisfaction, and provision of management/statutory reports.
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Marketing & Brand Management
- Enhance value creation by creating, communicating, delivering, and offering solutions that benefit customers, shareholders, and partners.
- Build the Sidian Bank Brand to ensure the bank is top of mind as an enterprise bank.
- Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
- Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits.
- Support product specialists and the sales team in marketing initiatives and other products to local businesses.
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Relationship Management & Customer Experience
- Be a key driver for customer satisfaction and building a base of promoters by enhancing positive customer experience and advocacy.
- Achieve the set Customer Satisfaction Score (CSAT), Customer Effort Score (CES), Customer Engagement Score, and Net Promoter Score (NPS).
- Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise the Branch Manager on improvements.
- Engage with customers and support them to develop a strong bond and loyalty.
- Minimize customer attrition by offering required solutions and proactively responding to queries and complaints.
- Achieve the required minimum client visits and customer engagement forums per year.
- Identify financial and non-financial requirements of High Net Worth (HNW) clients by conducting financial needs analysis.
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Branch Operations
- Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
- Support the Branch Manager as a Branch custodian if called upon, adhering to Branch opening procedures, branch cash procedures, and other policies.
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Personal Leadership & Development
- Set performance objectives and measures of success in liaison with the Branch Manager and provide regular feedback from staff appraisal processes.
- Responsible for identifying personal career path in the bank.
- Keep abreast with staff communications, attending staff meetings (morning huddles and weekly progress meetings).
- Prepare an annual Personal Development Plan (PDP) and ensure its actualization.
- Adhere to bank policies, procedures, dress code, code of conduct, and HR policies.
- Ensure closure of identified deficiencies from concluded audits, correction within stipulated timelines, and prevent repeat findings.
- Adhere to the set number of learning/training hours for self through E-learning and Internal training activities.
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Risk & Compliance
- Ensure all onboarded customers meet minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines, escalating any suspicious accounts.
- Continuously monitor customer transactions in the context of the customer profile and properly document the background and purpose of complex, unusual, large transactions, and all unusual patterns.
- Ensure customer accounts are suitable for purpose (e.g., avoid opening children’s accounts for normal day-to-day transactions as opposed to opening a current account).
- Prior to customer onboarding, ensure screening, duly completed account opening form, and all required documentation as per policy are obtained.
- Ensure verification of customer identity, documentation, and conducted transactions.
- Ensure transaction forms are filled completely and reviewed. Raise a Suspicious Transaction Report (STR) immediately if information is unreasonable.
- Immediately alert the Money Laundering Reporting Officer (MLRO) on suspicious transactions or activities.
- Identify high-risk accounts such as Politically Exposed Persons (PEP) at account opening and continuously during transaction execution. Forward details of such high-risk customers/PEP/PEP Related persons to senior management for approval. Ensure these accounts are marked high risk and requisite documents (e.g., updated annual EDDs) are in place.
- Identify customers in the portfolio requiring profile updates in a timely manner.
- Ensure Ultimate Beneficial Owner (UBO) information is obtained and captured at onboarding and throughout the customer journey.
- Ensure accurate and complete data capture in the system and that customers are properly risk rated/categorized (high, medium, or low) as per bank policy, ensuring timely KYC update.
- Ensure transactions contain full details, relevant supporting documentation, and authorizations.
