Relationship Manager - Platinum Banking at HCS Africa

The Relationship Manager is primarily responsible for servicing and managing client relationships under Platinum Banking by engaging them, identifying their needs and providing them with the appropriate products, services and solutions from the entire range of Banking products.

The Relationship Manager is responsible in driving profitable revenue and volume growth from their portfolio with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby increasing customer share of wallet with the Bank.

Main Accountabilities & Approximate Time Splits %

1. Relationship Management & Customer Service (45%)

• Provide HNW 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 of UHNW clients by conducting financial needs analysis
• Ensure clients are aware of all the Privileges & Solutions offered under Platinum Banking
• Ensure clients are aware of all financial services offered by the bank
• Use systems effectively for customer contact management, sales and service activity
• Ensure delivery of service promise and practice brand values
• Minimize client attrition
• Ensure set Complaint Management processes are followed and TATs are met

2. Business Development (45%)

• Source New Business from Platinum clients through referrals, marketing activities and personal contacts
• Develop the Platinum banking customer base and expand the unit’s business growth through marketing of the platinum banking products and services.
• Enhance Platinum Banking sales/ 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 Holding 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 Corporate Bank, SME and Institutional Bank customer calls for marketing initiatives.
• Offer guidance to direct report/reportees through mentorship.
• Develop training programs for direct reports and conduct branch product trainings
• Complete training programs allocated in line with your Role

3. Controls 10%

• Ensure that the target market selection criterion is 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 Portfolio allocated is closely monitored and actions recommended are diligently executed
• Ensure required approvals are obtained before authorizing payments
• Monitor overdrawn accounts/ overdue loans or card payments and follow up for clients to regularize
• Ensure accounts are not overdrawn without authorization
• Adhere to set processes and procedures

Qualifications:

• Bachelor’s degree in a business related field
• Master’s Degree will be an added advantage
• Customer Relationship Management Course
• Communication Skills
• Customer Focus
• Negotiation Skills
• CISI Certified Level 1 will be an added advantage

Work Experience:

• Minimum 5 years’ experience in similar job with a financial services institution.

Skills required

Technical skills

• 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
• 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 requirement as provided by CBK, KRA, KIB, etc.
• Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail
• Intricate understanding of products pertaining to HNW customers both internal and external (competitors)
• Basic market knowledge of various investment vehicles / markets/ economics
• Strong interpersonal skills and cultural sensitivity
• Team player with ability to train, develop and mentor junior staff
• Relationship Management skills
• Networking Skills

Personal attributes

• Communication and Interpersonal Skills: Ability to build rapport easily with customers, have well developed oral and report-writing skills, and have the ability to work with, lead and build motivated teams
• Results and Achievement Oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others he leads
• Personal Ethics: Must be honest, fair, just but firm with himself, and of high integrity
• Negotiation Skills: Must be a good negotiator, particularly in changing behavior and work practices but always Win/Win
• Extrovert/ Amiable personality5 products and services
• Leverage on synergies with SME, Corporate & Institutional Banking to grow client base

Working Relationships:

Internal

• Interact with product managers/ line managers to constantly provide feedback on competition and client response on products and services
• Leverage on synergies with SME, Corporate & Institutional Banking to grow client base

External

• Interact with External Investment Products Service Providers to ensure that clients’ needs and expectations are constantly met
• Ensure client service expectations are constantly met
• Interact with Alliance Partners to ensure clients enjoy lifestyle benefits that they are entitled to as well as attend exclusive events

Asian Candidates are encouraged to apply