Manager, Retail Recoveries at SBM Bank

ROLE SUMMARY

• The position will be responsible for managing the SBM Bank’s Retail nonperforming portfolio with the objective of putting in place and adopting appropriate strategies within policy guidelines and regulation to minimize credit losses and ensure the portfolio remains profitable in line with SBM Bank business objectives.

KEY RESPONSIBILITIES

Operations

• Manage and guide the retail recoveries team in customer debt collection including the initiation of recovery processes in line with commercial practices and Bank policy.
• Daily monitoring and manage the assigned Retail debt portfolio with a view of maximizing profitability for the Bank.
• Review the retail non performing files to identify and select non-performing accounts for recoveries in order to maintain a low percentage of Portfolio at Risk.
• Maintain and prepare bad debt recovery records and/or reports as and when required and submit them to the Supervisor.
• Recommend restructures and/or write-offs on Non-Performing Retail Accounts to the Manager Retail Recoveries for further review by the Special assets team and the Credit Committees as per Central Bank of Kenya Regulations.
• Undertake timely recovery actions through Effective communication and negotiate with Retail customers on their past due facilities while ensuring that subsequent actions on the facilities, if required, are not unduly delayed.
• Ensure compliance to the Bank’s Credit Policy and Procedures with regard to management of debt recovery process.

People Management

• Respond to customer complaints and queries and escalate unresolved cases for recovery management review and advice.
• Application of world class customer service standards at all times while handling customers issues, walk in customers and customer correspondences assigned on recovery related matters.
• Undertake periodic performance reviews (Balance score card) for the direct reportees in the retail recoveries team.
• Undertake periodic performance reviews (Balance score card) for review with the Head of Collections and Recoveries team.
• Undertake tasks promptly as delegated by the Head of Collections and Recoveries team.

Compliance

• Compliance with the SBM Bank Loss Recognition and forbearance policies.
• Compliance with the SBM Bank Credit Policy and Procedures.
• Compliance with Central Bank’s Prudential Guidelines and Risk Management guidelines.
• Compliance with Consumer Protection Act.
• Compliance with SBM Bank’s customer service standards, values and habits

KNOWLEDGE,SKILLS & EXPERIENCE

• 5 years’ experience in a debt recovery function.
• University degree in a Business related field from a recognized institution.
• Excellent Communication and Negotiation skills.

COMPETENCIES REQUIRED

• Analytical and numerical skills.
• Communication skills ( written and verbal).
• Inter-personal skills.
• Negotiation and Influencing skills.
• Spreadsheets/Database Skills.
• Planning and personal organization.
• Problem solving skills.
• Service excellence.
• Operational excellence.
• Customer handing techniques