Department: Retail Banking
Locations: Upperhill – Kma Centre, Lavington, Narok
Job Grade: Band 5
Reporting to: Designated Regional Manager
Closing Date: 3/08/2018
Purpose of the role:
To provide powerful leadership, deliver exceptional branch business growth, customer service and profitability, through identifying and developing business opportunities for all NIC products to include; Personal Banking, Business Banking, Asset finance, IB, Corporate, Bank Assurance ,NIC securities and efficiently manage customer accounts to guarantee a clean book with high retention.
Key Responsibilities:
Financial Growth, sales growth, business development and profitability
Formulate and implement sales plans/strategy for the branch aimed at increasing new business and share of wallet from existing clients.
Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
Collaborate and coordinate the development and implementation of sales initiatives with Service Delivery Managers, Asset Finance, IB, Treasury, Corporate, Direct Sales Team, Bank assurance and NIC Securities to maximize on cross-selling opportunities.
In conjunction with Head of Branch Business and Manager, Products Development, conduct product review and product development through constant feedback from the market.
Harness existing and create new competencies in order to achieve competitive advantage.
Continuously conduct market intelligence to identify new markets, customer trends, new government directives and changes in policy by regulators.
Customer Service
Develop a strong customer relationship management system aimed at customer retention and maximizing on every relationship.
Contribute to the branch business targets through strict TAT observance and high level service delivery standards.
Coordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
Operations Management and Compliance
Ensure that the Bank’s Policy is adhered to at all times when handling different products
Ensure branch performance reports are timely & accurate
Ensure adherence all KYC & AML processes with regards to new business and proper documentation is in place
ensure compliance with operations risk requirements to avoid losses arising from operational lapses
Manage check referral process to ensure timely feedback
Ensure all relevant returns are submitted on timely basis
Ensure all fees and commissions due to the bank are collected.
Ensure that the branch Achieves a minimum ‘Good’ audit rating through prompt closure of all audit exceptions sighted
Leadership
Build and develop a high performing and motivated team committed to achieving success.
Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
Provide leadership to assigned team by constantly offer training and guidance on the business expectations.
Requirements:
Academic Qualifications:
A degree in social sciences or a business related field.
Professional Qualifications:
A risk related professional qualification is an added advantage.
Work Experience:
6 years’ working experience in a Banking environment, with sound exposure to Business development and Bank operations.
Technical Skills and Personal Attributes:
Pragmatic Problem Solving Skills: Ability to handle and resolve intricate problems, adapt to new environments and provide effective solutions.
Personal and Professional Ethics: Must operate and practice within the professional code of conduct, be honest, with self and colleagues
Compliance and Regulatory Framework: In-depth knowledge of Card Business products, services and delivery channels including relevant compliance and regulatory requirements.
Strong Customer Service focus: ability to effectively follow through with customer enquiry.
Leadership and People management skills: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards.
Risk Assessment and Analytical Skills: Ability to quickly grasp operational risks, interpret financial statements and advise accordingly. Attention to detail is a must have.
Planning and organizing: Ability to establish priorities, manage conflicting priorities and deadlines.
Communication and Interpersonal Skills: well developed oral and report-writing skills, ability to work in team set-up.
Decisive and Independent: Ability to work independently, consult where necessary and make informed and firm decisions.
Working Relationships
Internal
Credit Risk – for approval of customer applications
Credit Operations – for approved customer facilities
Business Remedial Support – for follow-up of past due repayments
Audit and Compliance – for guidance in meeting Operational Standards and best practice
Alternate Channels & Contact Centre- for customer service follow-up and assistance
Bank reconciliation & ICT- for follow-up on posting and correct data capture
Retail Banking, Service Delivery, Corporate, IB, Asset Finance, NIC Securities and other banks subsidiaries staff – for lead generation, prospecting and conversion.
Finance – adherence of the Banks financial reporting requirements
External
Bank Customers
Competitors
CBK , BFIU, KBA , External Auditors
