The objective of this position is to fulfill a critical role within the organization by driving strategic initiatives, ensuring operational excellence, and contributing to the overall success of the team. Key responsibilities include analyzing performance metrics, identifying areas for improvement, and implementing solutions to enhance productivity and efficiency. The ideal candidate will possess strong leadership skills, a proven track record in project management, and the ability to collaborate effectively across departments. Requirements include a minimum of five years of relevant experience, exceptional problem-solving abilities, and proficiency in industry-specific tools and software. Additionally, the role demands excellent communication skills, adaptability to evolving business needs, and a commitment to fostering a positive and inclusive work environment.
Reporting to the Relationship Manager, Business, the Relationship Officer – Bashar Banking is tasked with overseeing and coordinating Micro business clients to ensure the bank’s strategic goals and objectives are fully realized.
Key duties include developing and implementing strategic plans to enhance operational efficiency, overseeing cross-functional teams to ensure alignment with organizational objectives, and monitoring performance metrics to identify areas for improvement. Additionally, the role involves managing stakeholder relationships, fostering collaboration across departments, and driving initiatives that support long-term growth. The position requires a proactive approach to problem-solving, strong analytical skills to interpret data, and the ability to lead projects from inception to completion while maintaining clear communication with senior leadership.
Responsible for overseeing the onboarding process and managing customer relationships to ensure a seamless transition and sustained satisfaction. Implements structured onboarding procedures to facilitate efficient integration of new clients while maintaining clear communication channels to address their needs. Monitors customer engagement and satisfaction metrics to identify opportunities for improvement and proactively resolves any concerns. Acts as a liaison between customers and internal teams to streamline issue resolution and enhance overall service delivery.
Responsibilities include integrating retailers and consumers into diverse Ecosystem value chains and digital platforms, such as WE and the JAZZY APP.
Prospect and secure new clientele through strategic outreach and engagement initiatives.
Develop and execute outreach initiatives while cultivating strong client relationships to enhance customer retention efforts.
Leverage current alliances to grow the client base.
Loan Processing and Compliance involves ensuring all loan applications are handled accurately and in accordance with regulatory standards, verifying documentation, assessing borrower eligibility, and coordinating with underwriting teams to finalize approvals while mitigating risk exposure. This role demands meticulous attention to detail, adherence to compliance policies, and proficiency in loan origination systems to maintain operational efficiency and regulatory adherence.
Facilitate customers throughout the loan application process by conducting business and residential visits to validate financial details and collateral.
Facilitate prompt loan approval and disbursement in adherence to established service level agreements (SLAs).
Present client requests for approval, oversee the implementation of security enhancements, and ensure accurate disbursement of funds.
Promptly address and initiate recovery procedures for accounts that have exceeded their payment deadlines.
Duties encompass strategic marketing initiatives and revenue-generating sales activities to drive business growth and enhance brand visibility. Responsibilities include developing and executing comprehensive marketing campaigns, conducting market research to identify consumer trends and competitive landscapes, and managing customer relationships to foster loyalty and retention. Additionally, the role requires analyzing sales performance data to optimize strategies, collaborating with cross-functional teams to align messaging and promotions, and leveraging digital platforms to maximize reach and engagement. Proficiency in CRM systems, data analytics tools, and marketing automation software is essential, along with a proven track record in achieving sales targets and executing effective marketing strategies.
Engage in strategic marketing initiatives aimed at attracting and enrolling new customers to expand the client base.
Demonstrate expertise in promoting additional banking solutions to enhance customer value by identifying opportunities to introduce relevant products and services, thereby maximizing revenue potential through strategic sales techniques.
Build and expand ecosystems by utilizing strong, existing partnerships to drive growth and collaboration.
Ensuring strict compliance with established training protocols and organizational policies is a critical responsibility. This role demands meticulous attention to detail to guarantee adherence to all prescribed guidelines and procedures.
Conduct training sessions for branch staff focusing on Bashar Banking lending policies, procedures, and newly introduced products.
Oversee adherence to established credit policies while serving as the designated guardian of bank policy within the branch.
Providing customer service and support involves addressing inquiries, resolving issues, and ensuring customer satisfaction through effective communication and problem-solving. Professionals in this role must possess strong interpersonal skills, patience, and a customer-centric approach to handle inquiries via phone, email, or live chat. They are responsible for maintaining accurate records of interactions, identifying trends in customer feedback, and collaborating with other departments to improve service quality. Additionally, they may be required to process orders, handle returns or refunds, and provide product or service information to enhance the customer experience.
Deliver exceptional customer service, expedite loan processing, and provide timely feedback on loan applications to ensure a seamless experience for all clients.
Collaborate with internal and external stakeholders within the branch setting to ensure effective communication and alignment of objectives.
Engage clients in financial literacy programs and support them in establishing and managing accurate financial records.
Portfolio and relationship management responsibilities include overseeing client portfolios, ensuring alignment with strategic objectives, and fostering long-term partnerships to maximize value delivery. This involves analyzing performance metrics, identifying growth opportunities, and implementing tailored solutions to enhance client satisfaction and retention. Additionally, the role requires maintaining strong communication channels, addressing client inquiries promptly, and collaborating with cross-functional teams to achieve mutual goals.
Maintain an updated portfolio management toolkit to facilitate efficient follow-up with customers.
Perform post-disbursement evaluations and establish baseline metrics for all customers.
Deposit mobilization involves securing and managing customer deposits through strategic planning and client engagement. The role requires thorough documentation of financial transactions, adherence to regulatory compliance, and maintaining accurate records. Responsibilities include developing deposit acquisition strategies, monitoring deposit growth, and ensuring customer satisfaction through efficient service delivery. Strong attention to detail, analytical skills, and a customer-focused approach are essential for success in this position.
Mobilize deposits to drive organizational growth and enhance financial stability by actively engaging with existing and prospective customers, identifying their financial needs, and presenting tailored deposit solutions. Collaborate with branch teams, digital platforms, and cross-functional departments to streamline processes, optimize customer experiences, and ensure seamless transaction facilitation. Develop and execute strategic initiatives to attract high-value deposits, meet revenue targets, and strengthen customer relationships through consultative and relationship-based approaches. Monitor market trends, competitive landscapes, and customer behaviors to refine strategies, enhance product offerings, and capitalize on emerging opportunities in the deposit market.
A bachelor’s degree in computer science, engineering, or a related field is required, with a minimum of three years of professional experience in software development or a comparable role. Proficiency in programming languages such as Python, Java, or C++ is essential, along with experience working with databases like SQL or NoSQL. Familiarity with cloud platforms, DevOps practices, and agile methodologies is highly desirable. Strong problem-solving abilities, attention to detail, and the capacity to collaborate effectively in a team environment are necessary. Exceptional communication skills, both written and verbal, are also a must.
A university degree is required, with a preference for candidates holding qualifications in Education, Social Sciences, or Business-related disciplines.
Achieved an overall mean grade of C+ in the Kenya Certificate of Secondary Education (GCSE) examination.
Experienced financial services professional with 3 to 4 years of proven track record in sales within the financial services industry.
Proficiency in the microfinance sector would be highly beneficial.
Proven expertise in project management is required, with a preference for candidates who possess additional experience in monitoring and evaluation.
Demonstrates a remarkable level of innovation, originality, and adaptability to overcome challenges.
Proven expertise in cultivating and sustaining strong business relationships, coupled with demonstrated proficiency in negotiation and deal finalization strategies.
Proven capability to formulate, strategize, oversee, and execute initiatives in strict alignment with established business objectives.
Proven ability to foster strong interpersonal relationships and skillfully mediate and resolve conflicts effectively.
Exceptional ability to train and coach individuals and teams effectively.
Exceptional proficiency in communication, presentation, and negotiation is required, along with the ability to articulate ideas clearly and persuasively in both written and verbal formats. Candidates must demonstrate confidence and adaptability when engaging with stakeholders at all levels, ensuring alignment and mutual agreement through structured dialogue and strategic persuasion.
Demonstrates exceptional aptitude for analyzing complex information and developing effective solutions.
Qualifications
BA/BSc/HND , KCSE
Experience Required
3 - 4 years
