The Relationship Manager is primarily responsible for servicing and managing client relationships under Platinum Banking by engaging them, identifying their needs and providing them with the appropriate products, services and solutions from the entire range of Banking products.
The Relationship Manager is responsible in driving profitable revenue and volume growth from their portfolio with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby increasing customer share of wallet with the Bank.
Main Accountabilities & Approximate Time Splits %
1. Relationship Management & Customer Service (45%)
Provide HNW 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 of UHNW clients by conducting financial needs analysis
Ensure clients are aware of all the Privileges & Solutions offered under Platinum Banking
Ensure clients are aware of all financial services offered by the bank
Use systems effectively for customer contact management, sales and service activity
Ensure delivery of service promise and practice brand values
Minimize client attrition
Ensure set Complaint Management processes are followed and TATs are met
2. Business Development (45%)
Source New Business from Platinum clients through referrals, marketing activities and personal contacts
Develop the Platinum banking customer base and expand the unit’s business growth through marketing of the platinum banking products and services.
Enhance Platinum 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 Corporate Bank, SME and Institutional Bank customer calls for marketing initiatives.
Offer guidance to direct report/reportees through mentorship.
Develop training programs for direct reports and conduct branch product trainings
Complete training programs allocated in line with your Role
3. Controls 10%
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 Portfolio allocated is closely monitored and actions recommended are diligently executed
Ensure required approvals are obtained before authorizing payments
Monitor overdrawn accounts/ overdue loans or card payments and follow up for clients to regularize
Ensure accounts are not overdrawn without authorization
Adhere to set processes and procedures
Qualifications:
Bachelor’s degree in a business related field
Master’s Degree will be an added advantage
Customer Relationship Management Course
Communication Skills
Customer Focus
Negotiation Skills
CISI Certified Level 1 will be an added advantage
Work Experience:
Minimum 5 years’ experience in similar job with a financial services institution.
Skills required
Technical 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 requirement 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 HNW customers both internal and external (competitors)
Basic market knowledge of various investment vehicles / markets/ economics
Strong interpersonal skills and cultural sensitivity
Team player with ability to train, develop and mentor junior staff
Relationship Management skills
Networking Skills
Personal attributes
Communication and Interpersonal Skills: Ability to build rapport easily with customers, have well developed oral and report-writing skills, and have the ability to work with, lead and build motivated teams
Results and Achievement Oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others he leads
Personal Ethics: Must be honest, fair, just but firm with himself, and of high integrity
Negotiation Skills: Must be a good negotiator, particularly in changing behavior and work practices but always Win/Win
Extrovert/ Amiable personality5 products and services
Leverage on synergies with SME, Corporate & Institutional Banking to grow client base
Working Relationships:
Internal
Interact with product managers/ line managers to constantly provide feedback on competition and client response on products and services
Leverage on synergies with SME, Corporate & Institutional Banking to grow client base
External
Interact with External Investment Products Service Providers to ensure that clients’ needs and expectations are constantly met
Ensure client service expectations are constantly met
Interact with Alliance Partners to ensure clients enjoy lifestyle benefits that they are entitled to as well as attend exclusive events
Asian Candidates are encouraged to apply
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