Head of Elite and Diaspora Banking at SBM Bank

JOB SUMMARY:

To provide leadership in developing new markets, strategies & growing the Assets, Liabilities, & Customer base for the entire bank’s Elite and Diaspora banking segment through Central Office and Branches to enable the bank to be a Top Leader in this market niche.

KEY RESPONSIBILITIES:

Acquisition: Business Development -60%

• Define and manage the bank’s strategy to tap into new business and grow revenues in HNWI segment.
• Develop the unit structure and resources to drive the business and meet the set targets.
• Develop and manage the implementation of the Elite, Diaspora, and Wealth Management Business Plan to make an impact in the banking sector.
• Grow the Consumer Banking balance sheet with growth in Liabilities, Assets and NFI for the HNWI and Diaspora customers.
• Manage brand equity to grow SBM Kenya Limited market share for the global deposits from the diaspora remittance inflows.
• Manage product design & development targeted to the segment market to ensure they are competitive internationally.
• Prepare and execute sales campaigns in the international diaspora markets.
• Focus on increasing the client wallet share by developing and maintaining growing relationships with all existing and potential clients.
• Monitor the growth of the business as well as profitability per customer for the High-Net-worth Individuals (HNWI) segment as a whole and individual team contribution.
• Leverage stakeholder relations with Embassies, Government agencies, Ministry of foreign affairs, international Agents to drive customer recruitment and build strategic partnerships.
• Carry out global market intelligence and champion SBM - K competitive positioning for products and services.
• Design channels of customer communication specific to diaspora including but not limited to websites/ social networks etc.
• Manage Unit Portfolio at Risk (PAR) at the determined levels in alignment to migration and provisions to ensure they are reduced within Banks acceptable parameters.
• Review and alignment operational processes to offer a differentiated customer service for customers for all requests.
• Manage and build the banks Elite banking brand equity in the market.
• Develop Policy standards for customer profiling within the High-Net-Worth Individual segment to guide branches on customer target.
• Manage own unit Customer Effort to Serve and Net Promoter Score within acceptable Bank standards.

People Management - 25%

• Providing coaching, training needs and mentorship aimed at building the team’s knowledge and expertise as well as ability to manage customer expectations within own portfolio.
• Recruitment and Retention of Talent within the team.
• Manage the succession planning and capacity building within own team.
• Manage the unit leave liability within acceptable standards.

Compliance - 15%

• Ensure compliance with both internal and external regulatory requirements.
• Working closely with risk and compliance units to ensure effective controls to mitigate against business emerging risks.
• Developing and continuously reviewing business operational policies and procedures ensuring their compliance.
• Develop & review operations and risk policies to guide the bank in management of the diaspora customers.

KEY RELATIONSHIPS:

Direct Reports to this Position

• Senior Relationship Managers
• Relationship Managers
• Assistant Relationship Managers
• Relationship Officers

Customers of this Position

• All Executive Management
• All Directors and Heads
• All Bank Customers 

KEY QUALIFICATIONS & COMPETENCIES:

Knowledge: Skills and Experience required for this Role

Job Knowledge

• 10 years in Business Development and relationship management.
• Knowledge of the Kenyan Market and the Financial Industry.
• Excellent selling skills and market knowledge with an in-depth understanding of the HNWI and Diaspora segment.
• Good Credit knowledge.

Job Experience:

• Proven experience of at least 10 years in a similar position
• Understanding of the various International Communities and markets.
• Excellent knowledge of Information gathering and analytical skills.
• Problem solving and excellent customer complaint resolution skills.

Education:

• Business graduate from an accredited University preferably with a major in Finance, Marketing or Economics or equivalent.

Competencies Required for this Role

• Emotional Intelligence: Dynamic, individual with the ability to work under pressure.
• Excellent communication and interpersonal skills.
• Strong networking skills, for both internal and external networks.
• Excellent Relationship Management skills.
• Strategic minded individual with excellent leadership, organizational, and planning skills.
• Commercial awareness and customer focus.
• Excellent knowledge on customer profiling and ability to handle sensitive clients from the Niche Market