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SBM Bank Kenya is a leading and trusted financial institution with an international footprint, headquartered in Mauritius and positioned to offer an unprecedented banking experience in Kenya to niche Retail, SME and corporate clients. Following approval by the Central Bank of Kenya, the bank started its operations in Kenya in May 2017 and currently h...
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JOB SUMMARY:
The overall purpose of this role is to provide support to the regional branch networks in handling customer’s digital banking complaints, conduct training to the branch front line staff, and accompany the RMs to visit & train the customer. Digital banking portfolio monitoring for the individual branches by sharing reports on uptake, usage of Mfukoni mobile, online banking and mobile2bank digital services.
KEY RESPONSIBILITIES:
Acquisition: Business Development - 50%
- Periodically visit and camp at the branch to provide support, guidance and influence the branch to proactively activate all customers onto our digital banking solutions
- Oversee growth of overall SME business portfolio through the on boarding of customers on digital products – Online Banking & M2B to grow overall Bank PPC
- Oversee growth of overall Retail business portfolio through the on boarding of customers on digital products – Digitization initiatives in Branches & Mfukoni
- Oversee growth of overall Corporate business portfolio through the on boarding of customers onto online banking ensuring uptake of the bulk salary payment solution
- Ensure 95% of all transactions are done via Digital Channels
- Accompany RMs to visit customers to train and provide support on matters digital banking
- Work with internal marketing staff to determine the most effective digital banking campaigns.
- Identify opportunities and encourage staff to upsell products and services.
People: Front Line Staff Support - 20%
- Train and retrain all bank staff and create awareness on digital products and support for uptake.
- Empower all front line staff with capabilities to provide level 1 support and troubleshooting on customer digital banking complaints.
- Continuous support to branch staff for any sales and BD needs
Strategy: Product Improvements and Innovations. Management Reporting -20%
- Assist in developing products in line with the ever changing customer preferences including upgrading of existing platforms
- Alignment of all teams with the digital strategy
- Product roadmap development and tracking – Bridging business and operations support to ensure excellence in user experience
- Positively influence stakeholders (Customer Service, Contact Center, Marketing, Information Technology, Digital Support, branches, Relationship Managers, Centers of Excellence) to get them to fully buy-in support during projects and initiatives
- Management reports and analytics. Update on a weekly, monthly, quarterly basis.
Compliance - 10%
- Ensure compliance with both internal and external regulatory requirements.
- Continuously follow business operational and credit policies ensuring their compliance.
KEY RELATIONSHIPS:
Direct Reports to this Position
None
Indirect Reports to this Position
- Branch support Staff
- Portfolio Managers
Customers of this Position
- All bank clients’
- Central office
- Branches
- Portfolio Managers
- BSO’sRetail Banking
- Contact Center
Education, knowledge, skills and experience required for this Role
- Bachelor’s degree in any field
- 3 years’ experience in banking
- Exposure to Digital channels processes and procedures is a MUST
- Proven ability to drive the sales from plan to close through cross- functional teams.
- Excellent interpersonal skills
- Excellent communication and presentation skills
- Knowledge in data analysis and performance tracking
Competencies required for this Role
- Customer centricity and empathy
- Persuading and Influencing
- Planning and Organising
- Presenting and Communicating Information, trainings
- Relating and Networking
- Working with People
- Entrepreneurial and Innovative Thinking
- Delivering Results and Meeting Customer Expectations
- Self-driven and high achiever
- Good negotiation skills
- Upholds high standard of professionalism, integrity and respect for others.
Key Performance Indicators
- Financial KPIs
- High digital banking knowledge by front line staff resulting from the trainings
- High number of Customers and transactions on digital Channels.
- Revenue generated
- Customer Satisfaction & Retention
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