Relationship Manager – Diaspora Banking at Premier Bank

Key responsibilities:

Financial Performance

• Achieve the set monthly and annual sales targets for all the 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 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.

Internal business processes

• Attend daily refers and excesses requests.
• 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, 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.
• Use data, information, insights to drive decision- making.
• Proactive management of NPL for assigned portfolio.
• 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.
• Adhere to annual leave plan agreed with line manager.
• Adhere to HR policies.
• Championing team training on matters related to homeward proposition.

Requirements:

Qualifications:

• 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.
• 5-6 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.
• Appreciation of Diaspora banking as a proposition.
• Interaction/ Understanding of CRM tools.

Competencies & Attributes:

• Knowledge of Banking and Business Operations: Well-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.
• Compliance and Regulatory Framework: Good understanding of the regulatory issues relating to diaspora banking, reporting and operational requirements as provided by CBK, KRA, KIB, etc.
• Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail.
• Commercial Banking Industry Knowledge: Shares insights on industry trends; identifies opportunities that can be exploited, and highlights concerns to be avoided / mitigated against. Reference point and mentor for customers, colleagues, partners, government, etc.

Remuneration

A package commensurate to the posts shall be discussed and agreed with the successful candidates.