Head of MSME at Family Bank Ltd

Are you a go getter, positive minded individual who fits the role profile captured below? There is an opportunity for ambitious, self-driven individuals to fill the above position.

Reporting to: Chief Retail Banking Officer.

Job Purpose:

The successful candidate will be responsible for setting the strategic agenda for MSME Banking through balance sheet growth, Customer Acquisition, Customer retention, profit & loss targets in order to support achievement of overall business strategy; in a cost effective and high return manner. The job holder will be involved in product development oversight aimed at sustaining the Bank’s competitive position within SME and Micro Baking Segments.

Key Responsibilities:

• Develop and lead the implementation of the SME Segment strategy in line with the overall Retail Banking Strategy; to ensure achievement of profitability targets through revenue maximization and prudent cost management.
• Drive sustainable growth and acquisition of new customers for the SME & Micro Banking through the creation, development and maintenance of high quality advisory relationships.
• To build and maintain productive and strategic relations with customers / suppliers / line managers / stakeholders to drive the development and delivery of business solutions and revenue growth for the SME Segment.
• To drive customer-led propositions for the SME & Micro Banking Segment by developing a pipeline of value adding customer solutions to include customer experience, products, and service offers.
• Manage an effective SME customer’s loyalty program for networking and deepening of SME market penetration through the Mobile lending strategy.
• 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.
• Champion the delivery of consistent, seamless and trusted customer service to ensure customer retention and loyalty.
• 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.
• Lead, motivate, and continuously develop a credible high performing SME team.
• Review reports to ensure no loss arises from operational lapses and ensure compliance with operations risk requirements.
• Submit Excess Applications where applicable and ensue NFI is collected as required.
• Manage check referral process to ensure timely feedback.
• Ensure house-keeping activities are undertaken without failure to guarantee a clean book
• Support business operations to ensure audit operations return a minimum of “satisfactory” rating.
• Manage customer queries, complaints and other correspondence in a timely manner and within set standards for customer satisfaction.
• Assume direct responsibility for a SME Banking process improvement aimed at improving the function’s ability to deliver efficient and timely service to its customers.
• Be conversant with policies and procedures pertaining to all bank products and services and be able to adapt to change in these as well as technological changes, and customer sophistication.
• Acquisition and managing of SME customer relationships through pro-active and consultative approach and detailed understanding of existing customers’ businesses to enhance liabilities and revenues
• Achieve budgeted growth in SME Banking within agreed and approved business risk parameters.
• Deepen and secure existing and new business relationships through the analysis of needs and provision of products and services.
• Conduct customer meetings that have defined call objectives, desired outcomes and a well-constructed plan.
• Monitor existing portfolio performance to ensure PAR is within the acceptable bank’s standards.
• Ensures that all new businesses are in line with AML/KYC and CTF laws and regulations and customer information is regularly updated.
• Ensure adherence of all bank’s prescribed processes, standard operating procedures and central bank requirements.
• Role Models the Brand and Corporate Values of the Bank in the internal and external market environment
• Creating meaningful partnerships and knowledge/resource sharing, creating a supportive team environment to deliver results and bring out the best in team members
• Any other official duty that may be allocated by the line manager from time to time.

Key Competencies and Attributes

• Proven experience in team management, supervision or leadership within a customer facing environment, including performance management & people development.
• Goal focused and able to spot business opportunities.
• Builds networks and maintains strong relationships.
• Has passion and drive to achieve results under difficult circumstances
• Pleasant and able to relate well in diverse social set ups and teams
• Upholds high standard of Professionalism, integrity and respect for others
• Drives high performance in teams.
• Ability to develop productive working relationships and achieve results with deadlines.

Qualifications:

• Bachelor’s degree in Commerce/Business related field.
• Master’s Degree or Professional qualification in Banking or related field is a plus.
• Comprehensive understanding of the MSME market, external environment, and sector.
• Strong presentation skill set
• Good analytical skills
• Highly effective communication and collaboration skills
• High level of cooperation with others and is responsive to the bank’s and team’s needs.
• Have a minimum of 7 years working in the Banking Industry; 2 of which must be in a senior management position.