Principle Accountabilities
Relationship Management and Customer Service
Provide 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 for clients by conducting a financial needs analysis.
Ensure clients are aware of all financial services offered by the bank; drive a full-service bank agenda.
Use systems effectively for customer contact management, sales, and service activities.
Ensure delivery of service promises for improved customer satisfaction levels.
Minimize client attrition.
Ensure that set Complaint Management processes are followed and TATs are met.
Business Development
Source New Business from clients through referrals, marketing activities, and personal contacts.
Develop the customer base and expand the unit’s business growth through marketing of the banking products and services.
Enhance HFC personal Banking sales and 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 holdings 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 cross-departmental customer calls for marketing initiatives.
Drive segment-based focus on products and conduct branch product trainings.
Complete the training programs allocated in line with your Role.
Controls
Ensure that the target market selection criteria are 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 the portfolio allocated is closely monitored and the actions recommended are diligently executed.
Ensure the required approvals are obtained before authorizing payments.
Monitor overdrawn accounts and overdue loans and follow up with clients to regularize.
Ensure that accounts are not overdrawn without authorization.
Adhere to set processes and procedures.
Key Competencies and Skills
Technical skills
Knowledge of Banking and Business Operations: well-rounded 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 requirements as provided by CBK, KRA, KIB, etc.
Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen attention to detail
Personal attributes
Communication and Interpersonal Skills: the ability to build rapport easily with customers, have well-developed oral and report-writing skills, and have the ability to work individually and as part of a team.
Results and Achievement-Oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards.
Personal Ethics: Must be honest, fair, just, but firm with oneself, and of high integrity.
Negotiation Skills: You must be a good negotiator, particularly in changing behavior and work practices, but always seek a win-win outcome.
Excellent interpersonal skills
Minimum Qualifications, Knowledge and Experience
Academic Qualifications:
Bachelor’s degree in a business-related field
Professional Qualifications:
CISI Certified Level 1 will be an added advantage
Work Experience:
Minimum 5 years experience in a similar job with a financial services institution.
Apply via :
www.hfgroup.co.ke