Officer – Mortgage at Sidian Bank

JOB PURPOSE

The Officer – Mortgage is responsible for supporting the Manager – Mortgage, in implementing management, growth and profitability of the Mortgage Business, and implementation of efficient and effective Operational Risk Management, Customer Service and Sales Culture. 

KEY RESPONSIBILTIES 

• Product Management Support
• Portfolio Management & Reporting
• Customer Experience & Support
• Personal Leadership & Development
• Governance, Risk Management and Compliance (appendix)

MAIN ACTIVITIES:

Product Management Support

• Support the development and management of the mortgage product portfolio, ensuring products meet market demand and are competitive;
• Design new mortgage products and services based on customer insights, market research, and competitor analysis;
• Continuously improve and innovate mortgage products to increase customer satisfaction and enhance the bank’s competitive position.
• Conduct thorough market research and competitor analysis to identify trends, gaps, and opportunities in the mortgage market;
• Develop and execute long-term product strategies aligned with the bank’s business goals;
• Oversee the end-to-end product lifecycle, from initial concept and development to launch, monitoring, and iteration;
• Ensure compliance with regulatory requirements and internal policies throughout the product lifecycle; 
• Monitor product performance and adjust strategies based on data, feedback, and changing market conditions;
• Collaborate with internal teams, including Sales, Marketing, Risk, Credit, and IT, to ensure seamless product delivery and execution;
• Work with Marketing to create effective product positioning, marketing campaigns, and communication strategies;
• Be responsible for all aspects of technology product development including discovery, requirements gathering, development, and implementation of features;
• Evaluate mortgage product features and recommend continuous improvement enhancements;
• Ensure that the mortgage product meets all regulatory, legal and internal standards to ensure full compliance and governance;
• Develop all bank product guidelines, policies and procedure manuals for effective product management;
• Train all bank staff on mortgage products and customer value proposition to generate curiosity and drive sales behavior;
• Keeps informed of all origination, processing, appraisal, underwriting and closing requirements 
• Track and analyze product performance metrics, including customer adoption, profitability, and market share;
• Provide regular updates and insights to the Head of Business Development on product performance, customer feedback, and market trends;
• Use data and insights to make informed decisions on product enhancements, pricing, and new opportunities;
• Ensure all clients receive professional advice on mortgage financing, including interest rates, repayment schedules, and associated costs;
• Respond promptly to customer inquiries from the business development teams and provide solutions to any issues arising during the mortgage journey;
• Monitor the repayment of the product and project loss ratios, follow up on arrears and NPL management ensuring the bank is well safeguarded in case of default. 

Portfolio Management & Reporting

• Provide timely, relevant and accurate reporting and analysis of the results of the product performance against historical, budgeted, forecasted and strategic planning results to facilitate decision-making toward the achievement of the budget and strategic plan;
• Extract, generate and maintain Mortgage related data from various source points including T24 & Credit Quest (CQ) ensuring accuracy and completeness with key focus on transforming monitoring reports;
• Work with the respective Managers to ensure timely submission of quarterly reports to KMRC and all the other Scheme Administrators;
• Maintain productivity dashboards for all business development staff in the bank;
• Carry out daily, weekly, monthly, quarterly and on ad hoc basis in-depth performance analysis to cover trend and growth comparisons by sector, individual productivity, customer services and controls while translating complex data into understandable insights for non-technical stakeholder’s vis a vis results achieved and advising the Manager – Mortgage appropriately for decision making;
• Obtain all the necessary documents for a thorough analysis of a facility request as per the bank’s Lending manual & credit policy;
• Apply Bank’s policies on Know Your Customer (KYC) and Anti Money Laundering (AML);
• Make a follow up of the issues raised/captured under the call report with the customer/person/relevant department;
• Liaise with Credit Risk Department to ensure facilities are well structured;
• Ensure that the perfection of securities has been done correctly; the correct amounts have been charged, where necessary, the property has been insured against all perils for the full amount and the Bank’s interest in noted in the insurance documents;
• Effectively and efficiently manage the Department Credit Administration (PAR, Excess, and Collateral);
• Follow up and coordinate with analysts on all facility requests and all other department request presented to them for approval;
• Follow through of the credit application from the proposal stage to disbursement;
• Strict adherence to all regulations, statutes, standards, practices and all internal processes and procedures as per the relevant manuals and comply with all relevant external legislation and regulations with regard to Compliance requirements;
• Follow up on closing of outstanding covenants and advise the credit analysts appropriately;
• Ensuring the portfolio under management remains of good quality and as per the bank`s credit policy.
• Daily verifying that each client under the portfolio is within the limit/no arrears positions and there are no signs of development of ‘hardcore’ position in case of overdrafts. Ensure pre-approval of excesses is obtained.

Customer Experience & Support                                                                                            

• Support in Hit Lists maintenance of potential clients in the relevant sector as well as sanitization of the hit lists in liaison with the relevant stakeholders;
• Wallet Sizing – review positions with existing clients/institutions with an aim of cross selling and mining all potential available business;
• Ensure that customers enjoy quality service;
• Ensure non-investigative queries are responded within the same day;
• Investigative client queries should be handled within 48 hours with a final or holding response;
• Ensure a focused efficient and effective customer service framework which will increase the flow of business from existing customers and generate business from new customers.

Personal Leadership & Development

• Manage self by showing drive and motivation, an ability to self-reflect and a commitment to learning;
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect;
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT);
• Work Collaboratively Collaborate with others and value their contribution;
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes;
• Think and solve problems, analyze and consider the broader context to develop practical;
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings;
• Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization;
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customer.

ACADEMIC BACKGROUND

• University Degree.

WORK EXPERIENCE

• At least 2 years of experience in product management support in banking or financial services.

SKILLS & COMPETENCIES

• Understanding of loan products and the mortgage market, including regulatory and compliance aspects.
• Strong analytical skills with the ability to use data to drive decision-making and product improvement.
• Excellent communication, collaboration, and presentation skills.
• Strategic thinker with a strong customer-focused mindset.

PROFESSIONAL CERTIFICATION

• Professional Banking qualification (AKIB) is an added advantage.