Business Development Manager – Diaspora Banking and Remittances at Co-operative Bank of Kenya

BDMD/RBBD/2022

Reporting to the Head – Diaspora Banking, the role holder will be responsible for the growth of the Diaspora Banking and Remittances portfolio (Assets and Liabilities) while maintaining distinctive customers by meeting the customers’ needs in a timely manner.

The Role: 

Specifically, the successful jobholder will be required to:

• Aggressively grow Diaspora client’s customer base.
• Ensure retention of existing customers and growing product holding per client.
• Increase all bank products penetration and products utilization.
• Continuously innovate and review appropriate/relevant Diaspora clients’ products per region.
• Recommending and cross-selling suitable products to target customer segments based on locations and needs.
• Be familiar with all the Diaspora client’s regulatory requirements for each continent or country.
• Drive customer-led propositions for the Diaspora Banking Segment by developing a pipeline of value-adding customer solutions including customer experience, products and service offers.
• Come up with key partnerships for growth locally and internationally.
• Support formation of groups and saccos for Diaspora clients.
• Come up with effective touchpoints for Diaspora clients either remotely or on the ground.
• Ability to build high-quality advisory relationships with Diaspora clients.
• Effectively manage and expand the relationships with existing remittance partners and onboard new partnerships to ensure business growth and continuity.
• Expand the Bank’s presence by recruiting new and active sub-agents according to the laid down rules and regulations.
• Own and drive the Diaspora Banking proposition through exceptional sales and service performance to the Diaspora customers.
• Develop, generate and follow up on new client leads through existing clients, agents and referrals from other departments and ensure the existing customer relations are well maintained to achieve high customer retention as well as build effective relationships with branches and key support functions.
• Analyze market intelligence across the global markets to facilitate the development/enhancement of innovative products and services offered to the Diaspora customers. Champion Diaspora Banking service enhancements through continuous improvement of products and services offerings.
• Champion agent recruitment in the various Diaspora markets and co-ordinate the training of the Bank appointed agents and ensure awareness of Diaspora Banking products, processes and policies as well as monitor the agents’ performance.
• Manage Diaspora customer requests/transactions in compliance with the bank policies, procedures and guidelines with zero tolerance for operational risk & frauds. In addition, ensure that all risk management requirements within the given remit are addressed and where necessary escalated through the available defined channels. 

Skills, Competencies and Experience

• A Bachelor’s degree with a minimum of 3 years of sales experience.
• Experience in relationship management and customer service, credit analysis and administration and experience in Retail, Corporate, Treasury and Mortgage products as well as experience in digital marketing and money transfer services.
• Professional qualifications (KIB/ACIB/CPA/ACCA) are an added advantage.
• MBA is an added advantage.
• Excellent relationship management skills, interpersonal skills with the ability to build long-term, high quality and trusted relationships.
• Excellent communication, planning and organization skills with the ability to set and meet stretching targets and strict deadlines.
• High-level collaboration skills and ability to work in a team environment with a focus on winning as a team.
• Result-driven, demonstratable sales track record, networking, selling, influencing skills, and ability to identify new opportunities.
• Demonstrate a solid awareness of operational risk and quality in driving service excellence.