Executive Banker – Nairobi & Up-Country Branches
- Job ID: 23522
- Job Sector: Banking
- Closing Date: May 17 2017
- Country: Kenya
- Region/State/Province/District: Nairobi Province
- Location: Nairobi
Retail & Business Banking
Responsible for the effective management of the Executive Banking Customer segment, i.e.. – sales and service activities with the view to achieve portfolio growth, profitability and customer numbers.
Accountable for the attainment of the overall business objectives of the segment in my branch Ensure that all customers in my portfolio receive a consistently high quality service by maintaining and driving a customer focused service culture. Ensure that the customers’ banking needs are identified and fulfilled efficiently and cost-effectively, while managing the risks associated with new accounts, mandates and specimen signatures.
Ensure that cross-selling opportunities are actioned and customers are on-boarded and informed of all the benefits of Executive Banking. Maintain a high level of integrity and ethical standards. Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimise adhoc service requests. Assist with migration facilitation the migration of customers to self-service channels where appropriate.
Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable. Be prepared to articulate the value added if challenged on pricing.
Take accountability for credit management of portfolio, including the completion of referral reports, taking action regarding exception reports to eliminate accounts in excess, ensure that all accounts are regularized and that reviews occur timeously.
Leverage on existing Corporate & Investment Banking, Business Banking and Personal Banking relationships to grow transactional customer base while also providing leads to the said Business Units mainly schemes Proactively monitor and manage dormancy and arrears and ensure that the accepted thresholds are not exceeded Consciously manage operating costs within my control e.g. taxi, stationery etc. Consistently monitor the quality of business i.e. customers and loans on-boarded into my portfolio via other sales channels.
Customer Service Management
Ensure that the Customer Service principles set for Executive Banking are maintained in my branch. Ensure effective portfolio management, handling and resolution of queries / complaints and maintaining a high standard of service delivery for effective customer retention & portfolio profitability.
Ensure that customer complaints are monitored and resolved within the defined TAT Ensure that customer needs are anticipated and met through provision of appropriate products and services through the Executive Banking team. Ensure that opportunities to migrate customers to more appropriate, cost-effective channels are identified and actioned. Ensure efficient, customer- focused Telephone etiquette & behaviour.
Ensure that the Executive Banking value proposition is clearly communicated to all staff in my branch, and that through effective implementation; clients receive an efficient and holistically superior service offering. Continuously add value to existing clients and increase revenue through cross sales and increased share of wallet. Network / teamwork with all PBB/CIB segments, product, distribution channels and departmental structures to leverage and identify business opportunities. Continuous opportunity sizing of my locality Keep up to date with changes and developments in the local market/area Plan, initiate and drive sales tactics and activities in the Branch. Coach the Direct Sales team on product knowledge and on how to make the most of cross-selling opportunities.
Credit and Risk Management
Ensure that overdrawn, dormant accounts or loans in arrears are managed daily through constant engagement with the affected customers in my portfolio. Identify and minimise operational risks. Understanding and control of lending processes. Gather complete and accurate data for the opening of loan accounts and granting of facilities.
Ensure effective compliance with agreed limits of authority and levels of access to systems and information Manage credit and operational risks in accordance with laid down policies and procedures. Maintain proper records (filing, update customer records on bank system, etc). Responsible for the implementation and adoption (within Branch, Department or Section) of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes the consideration and approval of PEP on-boarding and continued business engagement in instances where no adverse information is available.
Regularly conduct refresher trainings on the EB CVP during the Branch sales meetings Be a team player by ensuring participation in Branch activities. Mentor and coach the Customer Consultants and Personal Sales Consultant in the Branch.
Preferred Qualification and Experience
Relevant Degree from recognised University.
3 – 4 years relevant sales and portfolio management experience.
Basic understanding of banking financials
A credit diploma from the Institute of Bankers would be an advantage.
Sales and marketing experience is an added advantage
Understanding the Executive Banking value proposition
Understanding and aligning the segment objectives to the overall strategic objectives of the bank.
Thorough knowledge and understanding of local target market profiles.
Thorough knowledge of the products and services applicable to the targeted Customers.
Knowledge of risk management and credit principles, including an understanding of the terms and conditions of sanction.
Comprehensive knowledge of bank’s laid-down policies and procedures relating to all areas under control.
General knowledge and understanding of financial statements, including application of policies and principles for evaluation and management of the risk associated with lending.