Head, MSME at National Bank of Kenya

Job Ref No. HR/02/2023

Key Responsibilities:

• Develop and lead the implementation of the SME & Micro Segment strategy in line with the overall Bank and Retail Banking Strategy.
• Provide leadership in the overall growth and profitability of SME & Micro Segment
• Drive profitable revenue and volume growth with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby improving market and customer share
  of wallet with the Bank.
• Review and closely monitor sales pipelines for direct reports to ensure achievement of overall targets.
• Responsible for market leading value proposition, branding and communication
• Initiate and collaborate with channels product and functional teams to identify and develop product solutions and bundles to meet the needs of SME and Micro
• Ensure strong cross- selling of existing and new products to existing and new clients; and in this process, maintain effective liaison with all relevant business units in the Bank.
• Ensure effective department structures and systems (policies, processes, procedures, and tools) for optimal efficiency, resource utilization and cost containment
• Lead in the implementation of a systematic relationship management approach to enhance capability and consistency in the sales management disciple
• Liaison with credit to ensure that credit criteria is robust and balanced for Business growth.
• Maximize customer value through segmentation insights and disciplined portfolio management
• Collaborate with product value streams to develop product bundles, pricing and promotions to improve cross product holding ratio and portfolio growth
• Define and manage customer retention strategies including reactive retention and proactive retention programs.
• Leverage on customer research and competitor benchmarking on customer service and customer loyalty/advocacy metrics including NPS scores and drive initiatives to improve them
• Collaborate with various product, credit, operations, and functional teams to improve customer service delivery through turnaround times, service level agreements and process improvements.
• Drive the implementation of segment service initiatives and standards for the segment.
• Ensure customer value proposition is implemented in compliance with external and internal regulations & policies i.e. operational, credit, reputational and people risk.
• Drive and embed a strong performance culture through an inspiring and rigorous performance management discipline
• Develop and build talents within department through optimal resourcing, capacity planning, succession planning and engagements.
• Facilitate training programs to enhance product knowledge to the Retail Banking teams, branch staff and sales teams on SME and Micro Banking Products.
• Maintains a detailed and current understanding of the industry; (at SME & Micro Banking, current market structures; regulatory requirements and issues) to ensure that that opportunities are realized, and the risks mitigated.
• Ensure timely submission of quality credit proposals in conformity with the Credit Policy guidelines and requirements whilst maintaining the quality of the SME portfolio within the stipulated Non-
• Performing Loans (NPL) and Portfolio at Risk (PAR) parameters.
• Ensure compliance to the Bank’s policies, procedures, and regulatory requirements.

Qualifications, Experience, Skills & Personal Attributes:

• Bachelor’s degree in business related field.
• Master’s degree in business related field will be an added advantage.
• SME or Micro Certifications/ Professional qualification in Banking will be added advantage.
• Minimum of ten (10) years general banking experience with at least five (5) years’ experience in leading and managing SME and Micro Sector at either Head or Senior Management level in a Financial Institution.
• Must have hands on experience in Credit Analysis and Administration, Sales, Relationship
  Management, Customer Service, commercial and product development functions of a commercial bank at managerial level.
• Demonstrated consistent high performance in role(s) held in the last three years.
• A thorough knowledge of Small Medium Enterprise (SME) Products, Retail Banking products and services, and extensive Banking Industry knowledge.
• Excellent interpersonal, and negotiation skills with the ability to network, generate new business and develop strong business relations.
• Strong leadership skills with demonstrated competences in championing high performance.
  management.
• A good understanding of risk, credit policies and procedures.
• Excellent planning, Organization, problem solving and analytical skills.
• Entrepreneurial mind-set.