This role involves managing client relationships to achieve set sales targets, increase wallet share, and ensure sustained business growth and profitability within the assigned customer segment. The jobholder is responsible for selling, cross/upselling, and delivering excellent sales and service of the bank’s products and services while building long-term profitable customer relationships.
Key Responsibilities
The role encompasses the following core areas:
- Branch Strategic Input and Planning
- Business Growth & Development
- Marketing & Brand Management
- Relationship Management & Customer Experience
- Branch Operations
- Personal Leadership & Development
- Risk & Compliance
Detailed Duties
Branch Strategic Input and Planning
- Contribute to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
- Formulate and implement personal initiatives for assigned and new business portfolios aimed at increasing new business and share of wallet from existing clients.
- Prepare a personal action plan that contributes to the overall branch budget.
Business Growth & Development
- Hold full responsibility for all product lines and all sales and business development for new and assigned business portfolios.
- 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, ensuring the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
- Develop a new customer base by expanding markets and cross-selling the bank's products.
- Develop a focused relationship management system to increase the branch ability to generate deposits, lending, and revenues from existing and new customers in line with the enterprise strategy.
- 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 with respect to lending.
- Enhance relationship marketing and management to establish, maintain, and enhance relationships with customers and other partners, ensuring mutual exchange and 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).
- Utilise the bank's MIS system for continuous tracking of own performance, monitoring of customer satisfaction, and provision of management/statutory reports as applicable.
Marketing & Brand Management
- Enhance creation by creating, communicating, delivering, and offering solutions that have value for 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.
Relationship Management & Customer Experience
- Be a key driver for not only customer satisfaction but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage.
- 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 in times of personal need aimed at developing a strong bond and loyalty.
- Minimize customer attrition by offering the 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.
Branch Operations
- Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
- Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure, and other policies and procedures.
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 ensuring its actualization.
- Adhere to the bank's policies and procedures, dress code, code of conduct, HR policies, and follow laid down grievance and disciplinary procedures to ensure a conducive work environment.
- Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensuring no repeat findings.
- Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.
Risk & Compliance
- Ensure that all customers onboarded meet the minimum criteria and are screened adequately considering the Bank's AML/CFT/CPF guidelines and escalate any suspicious accounts.
- Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions.
- Ensure that customer accounts are suitable for purpose.
- Prior to customer onboarding, ensure that a potential client has been screened, the account opening form is duly completed, and all required documentation as per the account opening policy is obtained.
- Ensure verification of the customer's identity, documentation used to open the account, and conducted transactions during the customer journey.
- Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately.
- Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts.
- Identify any high-risk accounts such as Politically Exposed Persons (PEP) at the point of account opening and continuously. Forward details of such high-risk customers and any PEP/PEP Related persons to senior management for approval. Ensure such accounts have all requisite documents (e.g., updated annual EDDs), are marked as high risk in the system, and the reason for high-risk rating is properly indicated.
- Identify customers in the portfolio that require an update of profiles in a timely manner and ensure that changes are maintained in the system and are up-to-date.
- Ensure that UBO (Ultimate Beneficial Owner) information is obtained and captured in AODs and core banking.
- Ensure accurate and complete data has been captured in the system and that customers are properly risk-rated or categorized as per bank policy (high, medium, or low), and ensure that timely KYC updates are done.
- Ensure that transactions contain full details and the relevant supporting documentation and authorizations are in place where required.
Decision Making Authority
- Customer onboarding as per policy.
- Portfolio management as per policy.
- Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy.
Qualifications
Academic Background
- University degree or above in a relevant business discipline (e.g., business administration or finance).
Work Experience
- At least 5 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.
Professional Certification
- Diploma in Banking – AKIB (added advantage).
