Job Purpose:
Reporting to the Relationship Manager for Business, the Relationship Officer – Bashar Banking is tasked with overseeing and coordinating all microbusinesses under their purview to ensure alignment with the bank’s strategic goals and objectives.
Oversee a diverse array of critical responsibilities, including leading strategic initiatives, managing cross-functional teams, and ensuring adherence to organizational goals while fostering innovation and operational excellence. Develop and implement policies, procedures, and performance metrics to drive efficiency, mitigate risks, and support sustainable growth. Collaborate with senior leadership to align departmental objectives with broader business strategies, delivering measurable results through data-driven decision-making and continuous process improvements. Oversee budget planning, resource allocation, and financial forecasting to optimize expenditures while maintaining fiscal responsibility. Additionally, act as a key liaison between stakeholders, clients, and internal teams to facilitate seamless communication, resolve conflicts, and enhance collaboration across the organization.
Orchestrating the seamless integration of new clients into our ecosystem, along with overseeing their ongoing satisfaction and success, constitutes a primary responsibility. This role entails establishing robust onboarding procedures to ensure clients are effectively acquainted with our offerings, while simultaneously cultivating enduring relationships through attentive customer management strategies.
Responsibilities include integrating retailers and customers into diverse ecosystem value chains and digital platforms, such as WE and the JAZZY APP.
Prospect and attract potential leads to expand the customer base.
Develop and execute outreach initiatives while fostering strong, long-term relationships to enhance customer retention and satisfaction.
Leverage current alliances to grow the customer base.
Loan Administration and Regulatory Compliance encompasses overseeing the accurate and timely processing of loan applications while ensuring strict adherence to internal policies and external regulatory standards. This role involves meticulous verification of borrower documentation, assessment of creditworthiness, and maintenance of comprehensive records in accordance with legal and organizational requirements. Additionally, the position demands a thorough understanding of applicable lending laws, thorough risk evaluation, and proactive measures to mitigate compliance risks throughout the loan lifecycle.
Assist clients throughout the loan application process, conducting both business and residential visits to validate financial details and collateral.
Facilitate prompt loan approval and expedited disbursement in accordance with established service level agreements.
Present client requests for approval, overseeing security enhancement and fund disbursement processes to ensure alignment with established protocols.
Promptly address and implement recovery procedures for accounts that have exceeded their payment deadlines.
Directly responsible for implementing strategic marketing initiatives and driving sales performance, the Marketing and Sales department develops and executes comprehensive campaigns to enhance brand visibility, engage target audiences, and generate revenue. This role requires a deep understanding of market trends, consumer behavior, and competitive landscapes, along with proficiency in digital marketing tools, data analytics, and customer relationship management. Key responsibilities include designing promotional strategies, managing multichannel campaigns, analyzing performance metrics, and cultivating long-term client relationships to ensure sustainable business growth.
Execute marketing initiatives to acquire and onboard new customers.
Identify opportunities to promote additional banking products and services to existing customers, aiming to increase their engagement and value, while meeting sales targets and enhancing customer satisfaction.
Develop and nurture partnerships within existing networks to cultivate a robust ecosystem.
Ensuring adherence to established policies and fostering a culture of continuous learning through structured training programs are essential responsibilities of this role.
Conduct training sessions for branch staff to ensure thorough understanding of Bashar Banking lending policies, procedures, and newly launched products.
Ensure strict adherence to established credit policies and serve as the primary steward of bank policy within the branch.
Provide exceptional customer service and support by addressing inquiries, resolving issues, and ensuring client satisfaction through timely, professional, and empathetic communication across multiple channels.
Deliver exceptional customer service, expedite loan processing procedures, and provide timely responses regarding loan applications to ensure efficient resolution.
Facilitate effective communication and collaboration between internal teams and external partners within the branch setting.
Engage clients in financial literacy programs and provide guidance on maintaining accurate and organized financial records.
Portfolio and Relationship Management involves overseeing client portfolios and cultivating strong, long-term relationships to ensure client satisfaction and retention. This role requires meticulous attention to detail in managing investment portfolios, analyzing performance metrics, and providing strategic recommendations to optimize returns. Key responsibilities include conducting regular reviews of client accounts, addressing inquiries promptly, and aligning portfolio strategies with clients’ financial objectives. Additionally, the position demands the ability to communicate complex financial information clearly and effectively to clients, fostering trust and transparency throughout the engagement.
Maintain and regularly update a portfolio management toolkit to ensure efficient and effective follow-up with customers.
Perform post-disbursement assessments and establish baseline data for all clients.
Responsible for the collection and processing of deposits, ensuring all documentation is accurately completed and maintained in accordance with established policies and procedures to support financial operations and regulatory compliance.
Mobilize deposits by implementing strategic initiatives to attract and retain customer funds, thereby enhancing the bank’s liquidity position. Develop and execute targeted marketing campaigns to promote various deposit products, ensuring they align with customer needs and market trends. Collaborate closely with branch teams and digital channels to optimize deposit growth while maintaining compliance with regulatory standards and internal policies. Analyze performance metrics regularly to identify opportunities for improvement and adjust strategies accordingly to drive sustainable deposit growth.
Bachelor’s degree in Computer Science, Information Technology, or a related field is required, along with 5+ years of experience in software development, preferably in a leadership or senior role. Proficiency in programming languages such as Java, Python, or C++ is essential, along with experience with databases like SQL or NoSQL. Strong problem-solving abilities, excellent communication skills, and the capacity to work collaboratively in a team environment are also necessary. Familiarity with agile methodologies and cloud platforms such as AWS or Azure is a plus.
A bachelor’s degree in Education, Social Sciences, or a Business-related discipline is preferred.
Overall, successful candidates must have attained a minimum mean grade of C+ in the Kenya Certificate of Secondary Education (GCSE).
With a minimum of three to four years of hands-on experience in sales within the financial services industry, candidates should demonstrate a proven track record of success in driving revenue and building client relationships.
Proficiency in the microfinance sector would be beneficial.
A strong background in project management is required, with a preference for candidates who possess monitoring and evaluation expertise.
Demonstrates a remarkable level of originality, innovation, and problem-solving ability.
Accomplished in cultivating and maintaining strong business relationships, with a proven aptitude for negotiating and finalizing agreements effectively.
Proven capability to devise, strategize, and execute initiatives in alignment with established business objectives and plans.
Demonstrates exceptional ability to foster positive interpersonal relationships and effectively resolve conflicts with professionalism and diplomacy.
Adept at delivering training sessions and providing coaching, with a focus on enhancing skills and performance through structured guidance and support.
Exceptional verbal and written communication abilities, along with polished presentation and negotiation expertise.
Exceptional aptitude for analysis and effective problem resolution is required.
Qualifications
BA/BSc/HND , KCSE
Experience Required
3 - 4 years
