Relationship Manager - Diaspora Banking

ABOUT THE COMPANY

We will be the leading integrated solutions enabler for the property industry. We will offer innovative products and services, delivered under one roof by exceptionally committed people to enhance shareholder value. We will operate across the property value-chain as suppliers and financiers that offer unique solutions to all while being environmentally responsible.

JOB SUMMARY

Key Competencies and SkillsTechnical CompetenciesWell round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures.Certification in required areas of banking and/or banking support services.Reference point and mentor for customers, colleagues, partners, for areas of expertise.Good understanding of the regulatory issues relating to diaspora banking, reporting and operational requirement as provided by CBK, KRA, KIB, etc. Ability to quickly grasp and understand systems and keen to detailBehavioral CompetenciesAbility to build rapport easily with customers, have well developed oral and report-writing skills, and have the ability to work with different teams.Be self-aware of one’s personality and emotions, ability to discern other colleagues, customers and stakeholder’s personalities for self-regulation and positive social and business interactions.Strives to achieve results, enjoys being measured, and being judged on performance standards.Minimum Qualifications, Knowledge and ExperienceAcademic:Bachelor’s degree from a recognized accredited university.Certificate of Proficiency in Insurance (COP) will be an added advantage.Being a CISI fellow is an added advantage.Professional:3-4 years’ working experience in a Customer Management role.In-depth knowledge of the local and Diaspora Banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general commercial regulations and practices. 

RESPONSIBILITIES

Financial Performance Achieve the set monthly and annual sales targets for all the consumer Banking products for this segment.Prospect, anticipate and close all sales leads within the shortest time possible in an efficient way.Develop a clear aggressive sales pipeline for both existing and potential customers. Prospecting and recruiting new customers for the various Consumer Banking products, understanding their needs and requirements. Customer Experience Identifying customer needs not met by existing products and the implementation of new products and services.Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship. Perform customer onboarding activities and touch activities as per CRM workflows.Manage all escalations related to diaspora support.Ensure customers are well supported on e-channels uptake to promote utilization.Ensure first contact resolution for all queries directed to you.Achieve departmental NPS score of 60Operational Effectiveness  Attend to daily refers and excesses requests; Proactive management of NPL for assigned portfolio.Ensure compliance with operations risk requirements e.g.KYC, AML, Health & safety standards, security of Premises.Ensure good health of assigned portfolio by actively managing encroachments, Accountability reports and write offs. Close gaps/lapses identified; take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame.Prepare and submit reports to the relevant stakeholders within agreed format and timelines (daily, weekly, monthly, quarterly) Use of digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service.Achieving a ‘Good’ audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited.100% adherence to policies, procedures and statutory guidelines. Minimize exposure to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML regulations.Utilize the MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable. Present reports that facilitate informed and sound decision-making. Trends, insights and concerns with recommendations clearly elaborated.Achieve schedule adherence and availability targets as per Contact Centre productivity measures. People, Learning and Growth Proactively manage own learning and development.Deliver performance objectives set. Institute immediate corrective action where performance is below par. Championing team training on matters related to the homeward proposition. 

REQUIRED SKILLS

Reporting, Audit (internal), Risk analysis, Fraud risk assessment and management, Auditing of accounts, Account management

REQUIRED EDUCATION

Bachelor's degree