Job Purpose Statement

To achieve business growth for personal Banking by providing quality relationship management to existing customers in assigned branch/territory. This will entail sustaining customer satisfaction so as to retain them thereby generating additional business through cross-sell opportunities.

Key Accountabilities (Duties and Responsibilities)

• Responsible for the growth of the Personal banking business portfolio to ensure set targets for portfolio growth, income and quality are achieved.
• Prospect and recruit new Personal Banking business customers for the various products in the assigned branch, understanding their needs and requirements and recommending appropriate measures.
• Achieve the set monthly and annual Personal Banking sales targets for all the products within the specified branch
• Develop more Personal banking business from the existing branch clientele, i.e. increase share of wallet by cross selling all banking products to all the existing and potential branch customers.
• Review branch business portfolio to optimize performance to re-activate the dormant ones for growth of the liabilities and assets for increased revenue
• Keep in line with changing market trends and devise better ways of selling bank products and services.
• Cross-sell all NC products i.e. bancassurance, asset finance, corporate banking, digital channels, institutional banking etc.
• Make RM calls to clients on a daily basis and update them on any new products or any changes.
• Comply with set TAT for account opening and loan processing as per customer service charter
• Ensure that all documentation and transactions are in line with local and regulatory anti-money laundering and KYC requirements, in order to comply with KYC
• Risk Management of existing and new portfolio/ customers to ensure a non-impaired asset and KYC compliant liability book.
• Ensure all aspects of branch security as laid down in the bank procedure manual and other policies and circulars are strictly adhered to by all staff in the branch.
• Customer account maintenance including management of inactive and overdrawn accounts.
• Achieve a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
• Ensure timely monitoring and closure of annual reviews 2 months before expiry and recommend necessary action to management.
• Manage customer queries, complaints and other correspondence in a timely manner and within set standards.
• Timely and effective use of CRM and Credit Quest system to ensure TAT standards for customer account and loan processes are achieved.
• Work closely with the appraisal team to structure customer deals and offer the best solutions to the clients.
• Management of the customer relationship management system
• Make RM calls to clients on a daily basis and update them on any new products or any changes.
• Comply with set TAT for account opening and loan processing as per customer service charter
• Conduct periodic trainings to the branch staff on all banking products & Services.
• Proactively manage own learning and development by attaining required learning hours
• Build and maintain team work within the branch resources.
• Help in resource planning, setting performance objectives and providing regular feedback.
• Monitor market conditions and trends and constantly give feedback to management for decision making.
• Assist in identifying persona banking customer needs not met by existing products and the implementation of new products and services.
• Grow existing Personal banking customer relationships and establish new ones for the branch
• Establish good rapport with Personal customers through regular relationship visits to monitor business progress.
• Manage NPLs to guarantee a clean book.
• Work with the Branch Manager to plan and coordinate the Personal banking and other sales activities scheduled for the period.
• Adhere to annual leave plan as agreed with line manager.
• Any other duties as assigned by the Branch Manager

Job Specifications

Academic:

• Bachelor’s Degree in business related field.
• Professional Qualification CPA, ACCA, Credit Management will be an added advantage

Professional:

• Credit skills and Knowledge of banking products and policies is an added advantage

Desired work experience:

• 3-4 years banking experience in a sales, customer service and relationship management.

• Responsible for the growth of the Personal banking business portfolio to ensure set targets for portfolio growth, income and quality are achieved.
• Prospect and recruit new Personal Banking business customers for the various products in the assigned branch, understanding their needs and requirements and recommending appropriate measures.
• Achieve the set monthly and annual Personal Banking sales targets for all the products within the specified branch
• Develop more Personal banking business from the existing branch clientele, i.e. increase share of wallet by cross selling all banking products to all the existing and potential branch customers.
• Review branch business portfolio to optimize performance to re-activate the dormant ones for growth of the liabilities and assets for increased revenue
• Keep in line with changing market trends and devise better ways of selling bank products and services.
• Cross-sell all NC products i.e. bancassurance, asset finance, corporate banking, digital channels, institutional banking etc.
• Make RM calls to clients on a daily basis and update them on any new products or any changes.
• Comply with set TAT for account opening and loan processing as per customer service charter
• Ensure that all documentation and transactions are in line with local and regulatory anti-money laundering and KYC requirements, in order to comply with KYC
• Risk Management of existing and new portfolio/ customers to ensure a non-impaired asset and KYC compliant liability book.
• Ensure all aspects of branch security as laid down in the bank procedure manual and other policies and circulars are strictly adhered to by all staff in the branch.
• Customer account maintenance including management of inactive and overdrawn accounts.
• Achieve a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
• Ensure timely monitoring and closure of annual reviews 2 months before expiry and recommend necessary action to management.
• Manage customer queries, complaints and other correspondence in a timely manner and within set standards.
• Timely and effective use of CRM and Credit Quest system to ensure TAT standards for customer account and loan processes are achieved.
• Work closely with the appraisal team to structure customer deals and offer the best solutions to the clients.
• Management of the customer relationship management system
• Make RM calls to clients on a daily basis and update them on any new products or any changes.
• Comply with set TAT for account opening and loan processing as per customer service charter
• Conduct periodic trainings to the branch staff on all banking products & Services.
• Proactively manage own learning and development by attaining required learning hours
• Build and maintain team work within the branch resources.
• Help in resource planning, setting performance objectives and providing regular feedback.
• Monitor market conditions and trends and constantly give feedback to management for decision making.
• Assist in identifying persona banking customer needs not met by existing products and the implementation of new products and services.
• Grow existing Personal banking customer relationships and establish new ones for the branch
• Establish good rapport with Personal customers through regular relationship visits to monitor business progress.
• Manage NPLs to guarantee a clean book.
• Work with the Branch Manager to plan and coordinate the Personal banking and other sales activities scheduled for the period.
• Adhere to annual leave plan as agreed with line manager.
• Any other duties as assigned by the Branch Manager

• Credit skills
• Knowledge of banking products and policies
• Sales
• Customer service
• Relationship management
• CRM and Credit Quest system usage
• Market trend analysis
• Communication
• Teamwork
• Problem-solving

• Bachelor’s Degree in business related field.
• Professional Qualification CPA, ACCA, Credit Management will be an added advantage