Job Purpose:
Reporting to the Relationship Manager for Business Banking, the Relationship Officer specializing in Bashar Banking is tasked with overseeing and coordinating all microbusinesses within their portfolio to ensure the attainment of the bank’s strategic goals and objectives.
Oversee a comprehensive array of critical duties encompassing strategic planning, operational execution, and performance optimization to ensure organizational objectives are met with precision and efficiency. Lead cross-functional teams through collaborative initiatives, fostering innovation and accountability at every level. Develop and implement policies, procedures, and best practices that enhance productivity, mitigate risks, and drive sustainable growth. Monitor key performance indicators, analyze trends, and present actionable insights to senior leadership to inform data-driven decision-making. Serve as a liaison between departments, stakeholders, and external partners to align efforts and resolve complex challenges. Ensure adherence to regulatory compliance, industry standards, and ethical guidelines while maintaining a culture of continuous improvement.
Onboarding and Customer Management: Responsible for guiding new clients through the integration process and ensuring their seamless transition into our platform. This role involves maintaining ongoing communication to address inquiries, resolve issues, and enhance customer satisfaction. Requires proficiency in customer relationship management tools and a strong commitment to delivering exceptional service. Duties include coordinating training sessions, monitoring progress, and gathering feedback to improve the onboarding experience.
Responsibilities include facilitating the integration of retailers and customers into diverse Ecosystem value chains and digital platforms such as WE and the JAZZY APP.
Prospect and secure new customer leads to expand the client base effectively.
Develop and execute strategic outreach initiatives to cultivate and sustain customer relationships, ensuring high retention rates.
Leverage established collaborations to grow the client portfolio.
Loan Processing and Compliance: Ensure the accurate and timely completion of loan applications while adhering to all regulatory guidelines. Review documentation for completeness, verify borrower eligibility, and maintain meticulous records to support audit trails. Identify and resolve discrepancies, ensuring full compliance with federal, state, and internal policies. Collaborate with underwriting and closing teams to facilitate smooth transaction processing and mitigate risk exposure.
Assist clients throughout every stage of the loan application process, conducting on-site visits—both at their place of business and residence—to validate financial data and collateral details.
Facilitate prompt loan approval and funds disbursement in alignment with established service level agreements.
Prepare and submit client requests for approval while ensuring the flawless execution of security protocols and the accurate distribution of funds.
Promptly address and implement recovery protocols for accounts exceeding their payment due dates.
Marketing and Sales roles encompass a wide array of responsibilities and requirements to drive business growth and optimize revenue streams. Professionals in these functions are tasked with crafting and executing strategic marketing initiatives—such as digital campaigns, brand positioning, and market research—to attract and retain customers while enhancing brand awareness. Sales responsibilities typically include identifying and pursuing new business opportunities, managing client relationships, and achieving or exceeding quarterly targets. Requirements often entail a proven track record in sales or marketing, proficiency in CRM tools, strong analytical abilities to interpret data, and exceptional communication skills to negotiate deals and articulate value propositions. Additionally, familiarity with emerging trends—like social media marketing or data-driven decision-making—can significantly enhance performance in these dynamic fields.
Utilize strategic marketing initiatives to attract and onboard new clients effectively.
Leverage opportunities to promote additional banking products to existing customers, enhancing their engagement with the institution by offering upgraded or complementary services.
Build and maintain a robust network of partners and collaborators by utilizing existing connections strategically.
Ensuring strict adherence to policies and compliance with training standards is paramount, as this role demands consistent implementation of established protocols and regulatory requirements to maintain operational integrity and mitigate risk.
Provide comprehensive training to branch staff regarding Bashar Banking lending policies, procedures, and newly introduced products.
Oversee adherence to credit policies and serve as the primary authority on bank policies within the branch.
Providing exceptional customer service and support involves addressing inquiries, resolving issues, and ensuring a positive experience for clients. This includes handling requests via phone, email, or chat, troubleshooting problems efficiently, and maintaining a high level of professionalism and patience. Strong communication skills, a customer-focused mindset, and the ability to multitask under pressure are essential for success in this role. Additionally, documenting interactions and tracking customer feedback to identify trends and opportunities for improvement may be required.
Provide high-standard customer service, fast-track loan processes, and give prompt feedback on loan requests.
Collaborate effectively with both internal and external stakeholders within the branch setting.
Engage clients in financial literacy training initiatives and provide guidance on maintaining accurate financial records.
Portfolio and Relationship Management involves overseeing and optimizing client portfolios while nurturing long-term professional relationships. This role requires meticulous attention to detail in monitoring investment performance, conducting regular reviews, and ensuring alignment with client objectives. Responsibilities include analyzing market trends, providing strategic recommendations, and maintaining transparent communication with stakeholders. Additionally, the position demands proficiency in financial tools, strong interpersonal skills, and a commitment to delivering exceptional service.
Maintain a current portfolio management toolkit to facilitate streamlined customer follow-ups.
Perform post-disbursement visits to assess and establish baseline data for all customers.
Deposit Mobilization and Documentation:
Mobilize deposits to enhance liquidity and support the organization’s financial objectives. Require proficiency in banking operations, client relationship management, and strategic deposit acquisition techniques. Responsibilities include identifying and engaging potential depositors, developing tailored deposit products, and executing targeted marketing campaigns. Collaborate with branch teams, financial advisors, and digital channels to maximize deposit growth. Monitor market trends and competitive offerings to refine strategies and ensure alignment with organizational goals. Strong analytical skills, sales acumen, and a results-driven mindset are essential for success in this role.
Bachelor’s degree in Computer Science, Engineering, or a related field is required. Two years of professional software development experience, including proficiency in programming languages such as Java, Python, or C++, is necessary. Familiarity with web frameworks like React or Angular and database systems such as SQL or NoSQL is expected. Strong problem-solving skills and the ability to work collaboratively in a team environment are essential. Experience with cloud platforms such as AWS or Azure is a plus. Excellent communication skills and a commitment to writing clean, maintainable code are also required.
A bachelor’s degree is required, preferably in Education, Social Sciences, or a field related to Business.
Achieved an overall average grade of C+ in the Kenya Certificate of Secondary Education (GCSE) examination.
With a minimum of three to four years of hands-on experience in the financial services industry—preferably in a sales-focused capacity—you are prepared to contribute immediately to our team.
Proficiency in the microfinance sector would be beneficial.
With a strong background in project management, familiarity with monitoring and evaluation processes is considered beneficial.
Demonstrates a remarkable capacity for innovation, originality, and problem-solving, leveraging ingenuity to overcome challenges with efficiency and adaptability.
Strong proficiency in fostering and maintaining business relationships alongside expertise in negotiating and finalizing agreements.
Capable of formulating, strategizing, and executing initiatives in alignment with established business objectives while ensuring effective implementation.
Demonstrated proficiency in resolving conflicts effectively and maintaining strong interpersonal relationships.
Proven ability to deliver effective training and coaching programs.
Effective articulation, compelling presentation abilities, and adept negotiation prowess are essential for this role.
Exceptional proficiency in analytical reasoning and problem resolution is required.
Qualifications
BA/BSc/HND , KCSE
Experience Required
3 - 4 years
