Principle Accountabilities

Drive Regional set targets through customer growth and retention across all lines; deposits, lending, Cards, Agent banking and NFI
Deposit mobilization
Plan, drive and monitor the Regional Branch sales strategies through segment focus, customer focus needs-based selling
Develop and refine Regional sales toolkits, client materials and training to reflect the various... target proposition
Performance Management- Run daily, weekly and monthly reviews with the sales staff to ensure the Teams are constantly engaged and ahead of targets
Cost management and Revenue Generation
Drive cheap deposits to reduce on the cost of funds.
People management
Implement effective HR standards and strategies, manage succession plan, and retain key talent, constant discipline in performance management
Manage the sales staff by providing ongoing individual coaching and training to assure ensure achievement of sales goals, member retention and deepening member relationships.
Continuous review & appraisal of sales staff performance and immediate corrective action.
Ensure sales staff are motivated for maximum productivity
Cultivate a team culture that enhances support for each other to ensure overall productivity.
Arrange, conduct or recommend appropriate training for branch staff to enable them carry out their duties effectively & efficiently.
Ensure discipline and adherence to staff code of ethics by sales staff.
Ensure planned leave schedule & execution for branch sales staff.
Implement processes to prevent mis-selling, misrepresentation, fraud and adherence to customer data confidentiality principles
Ensure the Team adhere to all KYC guidelines and procedures, comply with local regulatory requirements, reflect best practices
Ensure the team comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer

Key Competencies and Skills
General Competencies

Excellent written and oral communication skills.
Excellent interpersonal skills with the ability to effectively work with individuals and groups at all organization levels; ability to work independently and as part of a team.
Excellent customer service skills with the ability to respond to inquiries or complaints effectively and timely.
Ability to take initiative and prioritize tasks; good time-management, organization, problem-prevention and problem-solving skills.
Basic analytical ability with active listening skills.
Ability to work accurately with close attention to detail; must have eye for details, strong ability to scrutinize and examine.
Ability to maintain confidentiality of sensitive information.
Willingness to adapt to changing business needs and deadlines.

Technical Competencies

Computer/IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
General knowledge in banking processes.

Minimum Qualifications, Knowledge and Experience
Academic Qualifications

A Degree in a business-related field from a recognized institution.

Experience

Minimum of 3 years’ experience in sales management within the Banking Industry
Demonstrate knowledge of banking operations
Problem solving and analytical skills
Demonstrate integrity and ethical standards
Attentive to details more

Principle Accountabilities
Client Fulfilment
Drive Experience at the stakeholder touch points and standardize Customer experience at frontline (Service Centre and digital platforms) touch points

Develop and maintain strong relationships with key clients, acting as the main point of contact for strategic discussions and escalations.
Lead the development and implementation of client service... strategies, ensuring exceptional service delivery and client satisfaction.
Collaborate with client-facing teams to understand client needs, resolve issues, and identify opportunities for upselling or cross-selling.
Implement client service metrics and feedback mechanisms to measure and improve client satisfaction levels.
Stay updated on industry best practices in client service management and incorporate them into our processes.
Provide strategic advice, counsel and recommendations on customer engagement and experience matters to influence organizational strategy, decisions and initiatives
Positive growth on NPS (Net Promoter Scores) CSAT (Customer Satisfaction), focused on improving the client service scores quarterly.
Oversee the end-to-end service recovery process for all dissatisfied clients and its management. Plan and provide leadership to the implementation of integrated client engagement and communication initiatives to improve and enhance the perceptions.
Set the Contact Centre engagements and Scope design and management from a performance and operational point.
Champion the Voice of the Client (VOCV) Initiative- Project manage proactive initiatives aimed at sharing client feedback with a result into addressing client pain points.
Set up the client journey maps and focus on improvement of current client handling processes to drive CSAT.
Establish effective networks to enable performance benchmarking, monitor industry trends, and collaborate on common responses to emerging and future issues
Ensure regulatory compliance with all activities within the service center.
Cross-Department Collaboration: Work closely with other departments (e.g., sales, marketing, project management & development) to ensure a cohesive approach to client engagement.

Issue Resolution

Proactive Problem Solving: Identify potential issues before they escalate, implementing proactive measures to mitigate risks.
Effective Resolution: Address and resolve client issues and complaints promptly, ensuring client satisfaction and retention.
Escalation Management: Handle complex or critical issues, escalating to senior management when necessary to ensure swift resolution.

Reporting and Documentation

Comprehensive Reporting: Prepare detailed reports on client service performance, highlighting key metrics, trends, and areas for improvement.
Documentation Standards: Maintain accurate and up-to-date documentation of all client interactions, service activities, and resolutions.
Stakeholder Communication: Present findings and recommendations to senior management and other stakeholders in a clear and concise manner.

People management and Development

Build and lead a high-performing team, fostering a culture of collaboration, accountability, and continuous learning.
Provide guidance, mentorship, and professional development opportunities to team members.
Set clear performance expectations and provide regular feedback and performance evaluations.
Promote a positive and inclusive work environment that encourages teamwork and innovation.
Provide support in developing a training approach to support desired skills acquisition, demonstration of required competencies and provision of excellent client service through achievement of positive client and employee satisfaction ratings.
Supports the execution of change management efforts as they apply to Experience and client processes, tools, and workflows.
Lead, Guide and Support. Set performance expectations and manage performance and development

Key Competencies and Skills
Technical Competencies

Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
Client-centric mindset with a deep understanding of client service principles and best practices.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Process Improvement: Ability to identify and implement process improvements to enhance service delivery and operational efficiency.

Leadership Competencies

Result orientation.
Strategic orientation.
Business acumen.
Solution oriented.
Process discipline and orientation.
Change leadership.
Strong communication and team management skills.
Strong inter-personal skills and self-drive.
Strategic Agility.

Minimum Qualifications, Knowledge and Experience
Academic and Professional Qualifications.

Bachelor’s Degree in Business Administration, Management, Finance or any other related field.
Post-Graduate Degree preferably MBA is an added advantage

Experience

Proven experience in a strategic leadership role, ideally as a Senior Manager of Strategy, Operations, or Client Service.
10+ years of experience in strategy, operations or and client service management in a commercial bank, Consultancy or private equity firm.
Demonstrated track record of developing and executing successful business strategies and driving operational improvements.
Leadership experience of not less than 5 years. more

Principle Accountabilities

Business planning and growth within government and quasi government institutions.
Undertake market situation analysis to identify new business opportunities.
Understand customers' businesses and anticipate their requirements.
Match customers' needs with HFC product capabilities through presentations and proposals.
Negotiate terms and conditions with customers to... maximize revenue and profitability.
Offer need-based solutions to meet the specific investment needs of our customers and prospects.
Conduct joint calls with schemes and IB RMs to ensure proper management of the value chain.
Ensure smooth deal implementation and while maintaining high levels of service quality.
Identify opportunities for cross selling and referrals to other HFC business lines through developing a good understanding of client needs.
Ensure the best in class in terms of quality of customer experience, sales, turnaround time and productivity standards.
Continuously provide feedback on the acceptance of the products in the market and suggest changes that could improve uptake.

Key Competencies and Skills
Technical Competencies:

Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
General knowledge in banking processes.

General Competencies:

Excellent written and oral communication skills.
Excellent interpersonal skills with the ability to effectively work with individuals and groups at all organization levels; ability to work independently and as part of a team.
Excellent customer service skills with the ability to respond to inquiries or complaints effectively and timely.
Ability to take initiative and prioritize tasks; good time-management, organization, problem-prevention and problem-solving skills.
Basic analytical ability with active listening skills.
Ability to work accurately with close attention to detail; must have eye for details, strong ability to scrutinize and examine.
Ability to maintain confidentiality of sensitive information.
Willingness to adapt to changing business needs and deadlines. 

Minimum Qualifications, Knowledge and Experience
Education:

 Bachelor’s degree

Experience: 

Minimum of 3 years’ experience in sales preferable within the Banking Industry.
Demonstrate knowledge of banking operations
Problem solving and analytical skills
Demonstrate integrity and ethical standards
Attentive to details more

Principle Accountabilities
RELATIONSHIP MANAGEMENT (20%)

Provide the interface between business and credit.
Give quality feedback to the business teams on the quality of applications and the areas of improvement.
Support the business teams in serving their customers in a timely manner customer by giving prompt feedback.
Give business reports on loans processed and declined to help in... decision-making.
Supporting branches and business team in packaging credit proposals to ensure clarity for faster approval and adoption.

CREDIT APPRAISALS (50%)
To ensure appraisal of quality profitable loans and identified risks properly mitigated by recommending for further review to Credit Risk Proposals through:

Confirming borrower’s credit worthiness as presented by Relationship managers and Business Bankers.
Conduct thorough analysis of financial statements and assessment of credit requests, through preparing spreadsheets and models
Confirming suitability of collateral offered.
Ensuring credit risks and breaches are identified & mitigation measures proposed.
Reviewing if proposed facility pricing in credit is in line with the set pricing policies.
Recommending the credit proposals for further review or returning to relationship manager highlighting critical missing information and documents.
Review prevailing economic trends, and risk ratings, and applying the same in the appraisal process.
Bring out policy exceptions and breaches, recommend adequate Mitigants, and seek necessary approvals

To ensure approved loans are progressed whilst the risks are still well mitigated for approved loans requiring minor amendments to underwriting standards by recommending for further review, through:

Ensuring all documents & information required to justify the variations are availed.
Ensuring the request is justified and does not alter materially the proposal as was approved
Recommending for further review or returning to relationship manager highlighting critical missing information and documents.

To organize Credit Approval Committee meetings for decision making on credit proposals presented by coordinating the meetings through:

Communicating an invite to all stakeholders involved.
Presenting previous minutes for review
Following up on various action points as per credit committee meeting deliberations.
Taking minutes.
Presenting summaries of Credit Analysis unit decisions for further deliberations.

To create synergy for the mutual benefit of the borrower and the Bank through supporting branches and other business units to ensure timely delivery of service by:

Guiding Relationship Managers  and Business Bankers on techniques to mitigate risks for credits that are considered bankable.
Sharing insights on prospective credit proposals at the request of relationship teams.
Conducting periodic follow up on credit files pending approval at Head Office.
Monitoring Credit Analysis turnaround time and number of files returned to relationship managers for rework/ review

To ensure parity in skills possessed by all stakeholders in the credit process though identification of credit skills gap among credit analysts and branches and recommending appropriate training by:

Periodic reviews credit skill gaps of stakeholders in the credit process.
Organizing and training various stakeholders to sharpen their credit skills.
Recommending appropriate external trainings where necessary.

To ensure compliance with regulations and loan approval covenants by conducting customer call visit in the company of Business Team as approved by the department through:

Reviewing status of borrower’s compliance with matters that may lead to Environment & Social Risks.
Reviewing independently progress of borrower’s project financed by the Bank.
To ensure approval covenants are documented and met by performing other reviews and engaging the business heads for full compliance

OPERATIONS & AUDITS   (10%)

Ensure compliance with all credit policy guidelines
Follow through with transactions to the end
Training teams one on one to reduce on back and forth
Develop various templates to guide the credit process
Handle audit queries emanating from the credit process
Monitor turnaround time on requests

INCOME GENERATION & COST CONTAINMENT (20%)

Supporting the RMs and Business Bankers to achieve set income targets (Interest income and Non-interest income)
Ensure the correct charges are applied
Ensure all excesses are fully provided
Manage office costs within reasonable levels
Cross sell bank products
Push on products that deliver quick income

Key Competencies and Skills
Technical skills

Corporate Competence: Working knowledge of the Bank’s products, the Bank’s Credit policy and CBK Prudential Guidelines.
Financial analysis Skills: Ability to analyze and/or interpret financial statements, and advice accordingly.
Analytical business and investment appraisal Skills: Keen to detail and able to conceptualize financial investment proposals and provide viable solutions.
Technology Skills: Computer literate with proficiency in computerized financial analysis applications.
Industry knowledge: Candid knowledge of the various sectors of the economy and the investment opportunities.

Minimum Qualifications, Knowledge and Experience
EDUCATION AND COMPETENCIES

University Degree preferably in Business related field such as Economics, Finance & Accounting from recognized institution by Commission for University Education. Masters’ degree will be an added advantage.
Credit Management, Accounting or Banking Qualification (AKIB).
CPA / ACCA qualification.
Certification in financial modelling.
Certified Credit Executive (CCE) or equivalent.

EXPERIENCE

Minimum of 7 years’ experience in banking and financial analysis 2 of which must be credit department or credit related area.
Good track record of credit analysis and understanding of financial policies, procedures, and external regulations. Has demonstrated over the span of the career credit and financial analysis skills required to effectively perform credit analysis and portfolio maintenance activities/tasks in a manner that consistently achieves high quality standards or benchmarks.
Demonstrated expertise and in-depth knowledge of the local banking industry, banking services, credit process and banking products.
Evidenced knowledge and understanding of the current banking and financial services operating environment, trends, and practice, related regulatory and governance guidelines and requirement, and applicable laws
Sound working knowledge and understanding of general commercial regulations and practices. more

Principle Accountabilities

Reviewing and identifying accounts in early arrears and recommending the best plan of action for resolution.
Implementing approved action plans and monitoring performance of accounts to ensure that objectives are met.
Keeping requisite data on assigned portfolio that is to be used in production of reports.
Use analytics dashboards to flag and highlight incidences... that reflect heightened risk profiles and non-adherence to loans covenants.
Conducting customer call visits to access business performance for SMEs and Corporate clients.
Ensure accurate Collections Progress Reports (CPR) that is detailed on assigned portfolio are generated and reviewed.
Reduction of monthly provisioning from current average and accounts migration.
Coordinating with external service providers e.g. brokers and insurance companies on the recovery process for assigned accounts where necessary (asset finance & IPF)

Key Competencies and Skills

Knowledge of CRM software and Microsoft Office Suite - Intermediate excel skills.
Solid customer service attitude with excellent negotiation skills.
Knowledge of KYC/AML compliance requirements.
Astute product knowledge.
Knowledge of portfolio management.
Commercial acumen.
Analytical skills.
Knowledge of relevant laws and regulations governing debt collection practices.
Proficiency in evaluating credit risk and making informed decisions on debt repayment plans based on risk assessment.
Familiarity with credit scoring systems and models to evaluate credit risk accurately. 

Minimum Qualifications, Knowledge and Experience
Academic Qualification

 Bachelor's degree in Finance, Business, or a related field preferred.

Experience

3 years’ experience, two of which should be in credit / lending in a debt management / collection functions or credit analysis. more

Principle Accountabilities

Develop and implement of a proactive Fraud Risk Management Program using data extraction, data analytics and management reporting.
 Leading a team in reviewing various customer transactions and activities to flag or identify suspicious activity.
 Actions all card fraud alerts in the power card card management system.
 Caution cards on power card stop list
 Update... travel advisory for customers when informed
 Undertake investigations of debit and credit card disputes
 Review current card fraud rules to ensure are working effectively in line with the risk management framework.
 Handle chargeback fraud.
 Create card fraud rules as per transaction monitoring standards
 Contributing to the development and implementation of Fraud Risk processes, tools, policies, standards, and procedures.
 Lead, mentor, and manage a team of fraud analysts
 Complete daily review of exception reports with a view to identify suspect activity/transactions and submission of summary finding reports as well as promptly institute control measures.
 Oversees and performs investigations regarding actual and suspected fraud activities, providing oversight and appropriate resolution to the operational and business units.
 Risk assesses the effectiveness of antifraud programs and controls in place.
 Analyze internal and external fraud loss data reporting to monitor risk management activities associated with significant losses.
 Maintains awareness of key process changes, system changes, organization or governance structure, and key outsourcing arrangements/vendor exposure and how they impact fraud risk management.
 Undertake research on fraud patterns by tracking confirmed fraudulent transactions to develop rules to prevent and detect fraud
 Assists management in the development and implementation of the Antifraud control activities both preventive and detective controls.
 Track unresolved items to provide a record of activities and support identification of fraud trends or persistent issues
 Service Level Agreements (SLA) adherence on issues resolution with minimal customer complaints
 Prepares monthly/quarterly management reports of all activities, including averted and sustained losses, and recovered monies.
 Attend and actively participate to scheduled engagement meetings on fraud related matters.
 Attend Kenya Bankers Association Forums and build with law enforcement, Telecoms and other banks.

Key Competencies and Skills

Technical Competencies

 Knowledge of Criminal Justice System in Kenya
 Ability to understand and document workflows and business processes
 Strong analytical and monitoring skills
 Strong technical knowledge in debit/credit card systems and processes
 Expertise in identifying and evaluating potential risks in real estate investments and operations
 Skills in developing and implementing crisis management plans and business continuity strategies.
 Good report writing and presentation skills.

General Competencies

 Process orientation
 Strong business acumen
 Solution orientation
 Strategic orientation
 Strong ethical standards and integrity
 Ability to handle sensitive information with confidentiality

Minimum Qualifications, Knowledge and Experience

Academic Qualifications

Bachelor Degree in Finance/Accounting, Economics, Actuarial Science, Criminology, Computer science or relevant degree.
Professional qualifications in the fields of Risk Management, and Compliance.

Experience

Minimum 6 years Banking work experience with at least 2 in fraud risk management related role.
Proven experience in managing and leading a team.
Hands-on experience conducting complex investigations into fraud, including forensic accounting, interviewing suspects and witnesses, and collecting evidence
Experience in handling card fraud monitoring
Experience in Visa risk manager fraud system
Deep knowledge in credit card fraud rules and charge more

Principle Accountabilities

Maintain and grow the existing mortgage business customers through enhanced relationship management.
Work closely with the HFDI (Development and Investment subsidiary) team to leverage its distribution and deliver solutions across the country
Constantly engaging signed-up partners to ensure maximum uptake of solutions
Ensure 100% participation in product... promotional activities, customer events and scheduled product clinics.
Increase product uptake in the existing Retail, Commercial, Business Banking & Institutional Banking customers' base.
Planning and preparing client presentations: A large part of the role will be to communicate clearly to prospective clients the solutions that the bank offers. The target group would be large corporates, SMEs, and individuals, and the presentations should be suited to the right target group.
Achieve the set asset targets in terms of volume and value.
Identify and manage strategic partnerships that are value adding to the customers and the company.
Ensure product knowledge is embedded in the Relationship team i.e. Soft skills, product knowledge, selling, and operational skills, and promote a culture of performance, belonging, and ownership amongst the colleagues.
Manage and coordinate Property Solution Centre customer support from customers sign ups to completion of sales transaction.
Work closely with branch and mortgage teams to ensure referrals are generated and customers are offered appropriate solutions.
Generate market intelligence reports with a view to improve the company’s offering.
Continuously seek opportunities for process improvement and optimization in business development strategies and practices.
Assessing and mitigating risks associated with mortgage lending and business development activities to protect the interests of the bank and its clients.

Key Competencies and Skills
General Competencies

Selling and Negotiation skills, demonstrated experience in policy development and implementation.
Awareness of latest developments within the real estate field.
Excellent interpersonal skills, presentation and communication skills, both written and verbal.
Exceptional planning and organizing skills prioritizing, and multi-tasking skills.
Planning & organization skills.
Strategic Orientation and leadership skills.
The flexibility to work outside normal office hours as may be required from time to time.

Technical Competencies

Experience in development of market intelligence reports.
Commercial Acumen.
Relationship Management and Financial Acumen.
Ability to effectively present information and respond to questions from managers, clients, and customers.
Ability to leverage data and analytics for establishing the appropriate business development target list to build, manage, and influence successful relationships and partnerships.

Minimum Qualifications, Knowledge and Experience
Education Level.

A Bachelor’s degree in a business -related discipline or equivalent from a recognized University.
An advanced degree will be an added advantage.

Relevant professional qualifications.
Experience.

At least 5 years banking experience, 3 of which must be in Sales.
Knowledge and understanding of the processes and procedures of lending.
Ability and Flexibility to travel widely and be accessible to Property Finance partners.
At least 3 years’ experience in Mortgage business. more

Principle Accountabilities

Oversee resolution of systems related problems specific to Digital Channels. This will involve handling queries from users and resolve or advise them accordingly as well as attending to systems failures to resolve or coordinate the resolution of the problem, liaising with software vendors to resolve systems issues or escalating where necessary.
Support Host to Host... (H2H), 3rd Party systems/channels and Core Banking Integrations using different consumer protocols through Enterprise Service Bus (ESB).
Provide management oversight for the Banks Digital Channels to ensure projects, incidents, problems, service requests and escalations be dealt with according to defined set of policies, processes, procedures and SLA's.
Perform review of all Channel releases regularly to ensure optimal efficiency, reliability and stability as per agreed levels of service delivery.
Ensuring optimal performance and uptime of Digital Channels integration points in order to meet industry standards of acceptable TPS (Transactions Per Second) through the implementation of load testing procedures for API’s using relevant tools like soapUI, POSTMAN, JMETER among others and cascading the same to support and development teams. 
Participate in implementation/upgrade (projects) of Digital Channels by ensuring that requisite resources are provided to the assigned Project Manager in collaboration with internal/external teams.
Ensure real-time monitoring of Digital Channels performance by monitoring their KPI’s through an automated monitoring and event notification system. 
Provide Digital Channels test systems for User Acceptance Testing (UAT), UAT systems uptime and ensuring that functions/features are tested before being put on the live system.
Implement automated testing and deployment tools for realization of full DevSecOps environment.
Maintain Channels documentation on system configuration or setup, details available and well understood, and provide resources/assist in user training.
Evaluate and ensure effectiveness of the Digital Channels (systems, people, policy, controls and procedures) with regard to user profile administration, protection against exposure to and impact of risks associated with unauthorized access.
Perform Application tuning and performance monitoring, identifying performance degradation trends, problem areas and actively participate in resolution.
Ensure speedy closure of the issues and problems assigned to the team with pro-active prioritization and feedback.
Plan and put into action long-range solutions for resolving recurring difficulties with minimum user disruption - educate users to resolve simple recurring problems themselves.
Avail all scheduled reports and generate ad-hoc reports as requested by the Business Users.
Ensure BCP for all Digital Channels under custody by running periodic tests for compliance.
Ensure periodic review of staff performance to encourage them meet the expectations stipulated and push them to perform even higher.
Participate in the implementation of IT related policies and undertake other tasks as may be assigned from time to time by the seniors in the bank’s IT function.
Participate in Digital back-office processes automation, integration, and systems uptime, leveraging on open-source tools and Improvements among other tasks.

Key Competencies and Skills

Hands on experience in Core Banking Applications and Channels integrations.
In-depth technical knowledge on Information Technology and current trends.
Excellent communication skills.
Strong analytical and problem-solving skills, with the ability to interpret data and make strategic decisions.
Project management skills.
Problem-solving skills.
Results oriented, excellent interpersonal skills, analytical thinker, problem solving skills, good communicator, self-driven and a team player.
Should have good knowledge of the bank’s products in order to be able to interpret user needs, possesses general awareness of the bank’s operating procedure with detailed knowledge of the Bank’s Information Security Policy.
Ability to evaluate situations, provide proper guidance and make proper decisions, able to forecast, plan, and organize work for effective achievement of job tasks.
General awareness of the Bank operating procedures as well as detailed knowledge of the Bank’s Information Security Policy.

Minimum Qualifications, Knowledge and Experience

Bachelor's Degree in Computer Science, Information Technology, or related field.
Knowledge of UNIX and LINUX is required. 
Governance certifications like ITIL or COBIT would be an added advantage. 
IT certifications such as MCSE and Oracle will be an added advantage.
A minimum of 5 years working experience in a busy IT environment as a digital channel support with hands on role in Channels administration.
At least 3 years banking experience in Digital Channels Support and Projects. more

Principle Accountabilities

Cross selling of HFC Banks products by establishing new relationships in order to grow both assets and liabilities book.
Maintaining customer relation by regular contact to ensure customer satisfaction business continuity 
To review account opening forms and loan applications by scrutinizing the documents to ensure they are KYC Compliant.
To check data entry by... verifying the data captured against source documents to ensure accuracy in data capture.
To analyze mortgage loan applications by interviewing the customers.
To identify customers borrowing needs by interviewing so as to ensure selling of the right mortgage product.
To safeguard bank assets by being a dual custodian to minimize frauds and losses

Minimum Qualifications, Knowledge and Experience

A Business-related degree
3 years in Banking Industry

Key Competencies and Skills

Selling skills
Analytical skills
Negotiation skills 
Supervisory skills
IT skills
Report writing
Communication skills
Product knowledge  
Teamwork
Listening skills more

Principle Accountabilities
Relationship Management &  Customer Service    

Provide clients with personalized service so as to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.
Identify financial and non-financial requirements clients by conducting financial needs analysis.
Ensure clients are aware of all financial... services offered by the bank- drive full service bank agenda.
Use systems effectively for customer contact management, sales and service activity.
Ensure delivery of service promise for improved customer satisfaction levels.
Minimize client attrition.
Ensure set Complaint Management processes are followed and TATs are met. 

Business Development

Source New Business from clients through referrals, marketing activities and personal contacts.
Develop the customer base and expand the unit’s business growth through marketing of the banking products and services.
Enhance HFC personal Banking sales/ revenues and promote cross selling of bank products to all existing clients.
Achieve Revenue goals, Sales and Portfolio growth targets across a range of products and services.
Achieve Product Holding per customer growth targets
Ensuring revenue growth through customer acquisition, new need identification, product cross-sell and re-engineering increased product usage for existing clients.
Participate in cross departmental customer calls for marketing initiatives.
Drive segment based focus products agenda and conduct branch product trainings.
Complete training programs allocated in line with your Role.

Controls 

Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
Strong responsibility for ethical selling to customers with complete disclosure about products and services.
Ensure the Portfolio allocated is closely monitored and actions recommended are diligently executed.
Ensure the required approvals are obtained before authorizing payments.
Monitor overdrawn accounts and overdue loans and follow up with clients to regularize.
Ensure accounts are not overdrawn without authorization.
 Adhere to set processes and procedures.

Key Competencies and Skills

Knowledge of Banking and Business Operations: Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures
Audit Standards and Legislations: Good knowledge of International Accounting and Audit Standards, and Legislations.
Compliance and Regulatory Framework: Good understanding of the regulatory issues, reporting and operational requirements as provided by CBK, KRA, KIB, etc.
Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail.
Intricate understanding of products pertaining to customers both internal and external (competitors).
Basic market knowledge of various investment vehicles/markets/ economics.
Strong interpersonal skills and appreciation for diversity.
Team player with ability to train, develop and mentor junior staff.
Relationship Management skills.
Networking Skills.

Minimum Qualifications, Knowledge and Experience
Academic Qualifications:

Bachelor’s degree in a business related field
Master’s Degree will be an added advantage

Professional Qualifications:

Retail Banking Associate (RBA UK)
CISI Certified Level 1 will be an added advantage

Work Experience:

Minimum 3 years’ experience in similar job with a financial services institution. more