Career Opportunities at HFC Limited

Reporting To: Branch Business Manager

Overall Job Purpose

The Client Service Manager will be responsible for ensuring excellent service standards and maintain high customer satisfaction in the Ultimate Banking lounges through quick resolution/escalation of customer queries in order to ensure customer retention and loyalty.

Principle Accountabilities

• To manage the day to day operations of the Ultimate Banking Lounges.
• To offer excellent customer service through quick resolution/escalation of customers queries in order to ensure customer retention
• To collate customer feedback through interviews and customer feedback forms to ensure that we meet customer expectations.
• To Issue account fulfilment tools and maintain records to ensure safe custody and timely delivery to customers
• To support the Ultimate Banking Relationship Managers with account opening, loan processing and handling customer queries
• Educate clients on the features and benefits of all products
• Cross sell products to clients based on the needs
• Assist clients to complete paperwork and requirements to take up new products
• Notify client about deposit renewals
• Invite clients for Exclusive events
• Inform clients about new products/ services / lifestyle offers
• Make courtesy calls to clients

Minimum Qualifications, Knowledge and Experience

• Bachelors Degree
• 5 year’s banking experience
• Key Competencies and Skills

Communication Skills

• IT Skills
• Product knowledge
• Interpersonal skills
• Team Player
• Listening skills
• Empathetic
• Professional

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Reporting To: Head of Sales

Overall Job Purpose

The Head of Schemes will be responsible for 

• Providing leadership in the execution of the Schemes Sales Strategy, and steer growth in profitability, customer excellence and market share.
• Leading the Schemes Business to provide Retail Schemes Solutions to grow quality asset & liability portfolios, attracting and retaining customers from specified schemes companies to maximize of profit through a motivated sales team.
• Retaining the existing scheme customer base and enhance the value chain through cross-selling of other bank products and services

Principle Accountabilities

• Coordinate and Lead the Schemes Relationship Managers to deliver Schemes Sales KPIs including penetration and profitability.
• Identify potential schemes companies and develop methods/approaches of driving the sales efforts within the scheme to attain the sales budget.
• Manage the sales activities in scheme companies as per sales strategy by planning, directing and monitoring to efficiently and economically attain the sales budget.
• Manage and coordinate schemes customer support from loan approvals leading to disbursement to ensure regular customer information update and agreed TAT is adhered to for customer satisfaction.
• Make schemes proposals for further recommendation to approval by the Head of Sales.
• Product and Policy development recommendations, review and implementation through dissemination of market intelligence, proposals, reports emanating from the sales team in order to enhance niche market competitiveness.
• Source potential organizations and recommend their inclusion in HF approved schemes list. Maintenance of relationship with existing schemes including carrying out sales presentations and scheme sales activations.
• Support Retail, Branch, Direct Sales & other sales channels to achieve sales objectives in Kenya and follow-up and resolution of customer service issues that arise from schemes.
• Work with Marketing & Product Development teams in the development and execution of marketing initiatives for acquisition, retention and growth of customer base.
• Support launch of products, sales strategy and campaigns to key segments for profitable and quality business.
• Facilitate effective management and service delivery to all HF check-off schemes.
• Key link person for maintenance and growth of HF approved check-off schemes.
• Involvement with Business units & credit teams and employers to reduce Portfolio at Risk for scheme loans, both existing and new.
• Involvement in design of processes for check-off loans administration to reduce wastage and reworks
• Proactive involvement in aligning Bank’s service delivery and internal processes with emerging County business and devolved functions of Government.
• Generate referrals and use market intelligence to achieve deeper relationships with customers.
• Advise the Business on companies and individuals which exhibit high risk policies and practices hence control and manage risk
• Drive cross selling and migration by tailoring solutions to deepen client relationships
• Maintain a strong performance culture through an inspiring the Relationship Managers and other sales teams

Minimum Qualifications, Knowledge and Experience

• A business-related degree
• Minimum 5 years’ experience in banking with at least 3 years in Scheme Relationship Management including leading teams in a highly competitive environment

Key Competencies and Skills

• Presentation skills
• IT Skills
• Schemes management
• Financial Analysis
• Analytical Skills
• Leadership Skills
• Communication Skills
• Negotiation skills
• Selling skills
• Presentation skills
• Time Management

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Reporting To: Head of Treasury

Overall Job Purpose

The Relationship Manager – Financial Institutional Banking will be responsible for generating and mobilizing deposits from Financial Institutions.

Principle Accountabilities

• Generate new and grow deposits from Financial Institutions
• Business planning and growth within Financial Institutions.
• Undertake market situation analysis to identify new business opportunities.
• Understand customers' businesses and anticipate their requirements.
• Match customers' needs with HFC product capabilities through presentations and proposals.
• Negotiate terms and conditions with customers to maximize revenue and profitability.
• Offer need-based solutions to meet the specific investment needs of our customers and prospects.
• Conduct joint calls with other RMs to ensure proper management of the value chain.
• Ensure smooth deal implementation and while maintaining high levels of service quality.
• Identify opportunities for cross selling and referrals to other HFC business lines through developing a good understanding of client needs.
• Ensure the best in class in terms of quality of customer experience, sales, turnaround time and productivity standards.
• Continuously provide feedback on the acceptance of the products in the market and suggest changes that could improve uptake
• Adhere to set guideline and processes to avoid mis-selling, misrepresentation, fraud and ensure adherence to customer data confidentiality principles
• Adhere to all KYC guidelines and procedures, comply with local regulatory requirements, reflect best practices
• Comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer
• Tracking and monitoring of TAT and errors to ensure the minimum threshold is met

Minimum Qualifications, Knowledge and Experience

• Bachelor’s degree
• Minimum of 3 years’ experience in sales preferable within the Banking Industry.

Key Competencies and Skills

• Demonstrate knowledge of banking operations
• Problem solving and analytical skills
• Demonstrate integrity and ethical standards
• Attentive to details