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 

• Mortgage Product Strategy
• Market Research, Product Design, Development & Management
• Partnerships Onboarding & Management
• Sales, Business Development & Relationship Management
• Personal Leadership & Development
• Team Leadership & Development
• Governance, Risk Management and Compliance (appendix)

MAIN ACTIVITIES:

Product Management Support

• Lead 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. 
• Provide timely, relevant and accurate reporting and analysis of the results of the division’s 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 Data warehouse (EDWH), T24, Tranzware, Mobireg portal, BPM & Credit Quest (CQ) ensuring accuracy and completeness with key focus on transforming monitoring reports from data warehouse tables (using SQL Oracle scripts) and CQ into consumable formats.
• Demonstrate insightful use of financial analysis techniques, tools and concepts, to provide practical counsel to business area partners/heads and management in order to drive business results.
• Perform monthly balance sheet income statement and changes in financial position/budget variance analysis and develop annual budgets, quarterly forecasts and 3-year strategic plans in conjunction with the Director’s line managers.
• Review monthly expenses to ensure that expenses are booked correctly and work with Finance team to make necessary adjustments and undertake Cost/income evaluations and follow-up on revenue and cost reduction techniques. Investigate possible cost saving areas
• Working with the respective Relationship Manager ensure timely submission of quartely reports to KMRC and all the other Scheme Administrators.
• Maintain productivity dashboards for all the Mortgage Relationship managers, Mortgage DSRS’ and other RM’s in the bank and the regions.
• Research, market and competitor analysis to ensure proper bench marking of the mortgage product.
• 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 stakeholders vis a vis results achieved and advising the Mortgage Director appropriately for decision making.
• Holding custody of the Division’s business targets for the year in focus and updating or revising as advised by the Director Mortgage and championing the Division’s business initiatives such as product development, sales improvement, and product penetration review.
• Validate data accuracy and integrity by conducting quality checks on data outputs for quality assurance. Responsible for providing quality and timely administrative services and liaison.
• Maintaining a database of training needs for the various staff cadres in the Division and assisting in scheduling for training in conjunction with HR and other Head Office functions.
• Development and implementation of a mortgage academy in conjunction with the various relevant units
• Advising the Mortgage Director on the daily performance of the Divisions key business deliverables per segment including update on wave on progress of key mortgage initiatives.
• Maintaining and circulating business information received from the Division and other Head Office functions to the bank’s branch network securely with due regard for confidentiality and following up on pending issues from Branch Managers, Corporate Division and other Head office functions for closure.

Market Research, Product Design, Development & Management

• Lead 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. 

Maintain Quality Loan Book by Preparing quality Loan application:

• 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).
• Comprehensively analyse the account statistics for the last one year.
• In liaison with the potential/existing corporate client and RMs, do customer visitis prior to completing the Loan application.
• Visit and assess possible needs for the client or cross selling opportunities and provision of financial solutions and ensure value chain maximization.
• Prepare & attach a call report for the client .i.e. post visit analysis of the client
• Respond as appropriate to the actionable points based on the analysis of the account plans.
• Make a follow up of the issues raised/captured under the call report with the customer/person/relevant department.
• Engage Product technical teams on specialized credit facility structuring.
• Adhere to Bank’s credit policy.
• Ensure the credit proposals have been well analyzed and presented.
• Liaise with Credit Risk Department to ensure facilities are well structured.
• Present the completed loan application to the Credit Committee and obtain its’ approval/decline.
• Advise the customer on the status of their credit applications via an appropriate letter of offer/letter of reject.
• Monitor the progress on perfection of securities
• 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.
• Confirm that all the conditions have been met by the client and complete the compliance certificate.
• Focus on portfolio growth in assets and liabilities and cross selling of other Bank’s products 

Portfolio Monitoring and Control 

• Effectively and efficiently manage the Department Credit Administration (PAR, Excess, and Collateral).
• Interrogation of the account plans to ensure all leads identified are closed.
• Attend and participate in the daily morning huddle for the team to drive business and focus on opportunity
• 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.
• Monitoring of the Departmental loans PAR to maintain a low PAR of not more than 3% on a weekly trend 
• Prepare and give response on Corporate PAR on behalf of the Department for Early Alert Meetings.
• Ensure clients are advised on renewal of overdraft limit expiry dates to ensure timely review of overdraft limits at least 3 months prior to expiry. 
• Ensure all Fees and Commission are recovered and correct interest rates are maintained to avoid income leakage
• Ensure offer letters and all security documents are obtained and correct.
• Ensure there is proper filing and documentation on the credit files.
• Preparation of response to audit report, in charge of department audit review and implementation to ensure the department maintains a rate not lower than satisfactory.
• Managing the portfolio in compliance to Bank’s policies on KYC, AML and prudential guidelines.
• Ensure the covenants highlighted in approval conditions are adhered to consistently.
• 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.
• Ensure that as a staff you actively contribute to the department/division attaining a “Satisfactory” rating in both internal and external audit by performing your role to the required standards and adhering to all internal processes and procedures as per relevant manuals, policies and regulations of the Bank.
• Ensure that all risk management requirements within your remit are addressed and where necessary escalated through the available.

Credit Administration and Audit

• 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.
• Promptly advice the Remedial Credit Unit clients that require their attention before the position gets from bad to worse.
• Monitor to ensure correct interest rates are marked to avoid income leakage.
• Keep abreast with the developments in the international markets, banking industry in general and particularly the industry/sector in which each of the clients operates and relate it to the client’s business.
• Obtain status reports on the client, directors, guarantors if any, suppliers etc.
• Make regular customer visits and ascertain the level of activities, stocks, etc.
• Obtain and analyse annual/management reports on annual/quarterly basis
• 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.

Customer 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 frameworks which will increase the flow of business from existing customers and generate business from new customers.
• Make regular customer visits, to keep abreast of their activities
• Ensure email communication is professional. 

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 customers.

Team Leadership & Management

• With the support of the HR Business Partner, the Line Manager has the ultimate responsibility for the Human Resource Management of the team and consults with HR on clarity and interpretation of the HR policy;
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes and contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures;
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality;
• Contributes to the flow of staff communications, by leading regular staff meetings – morning huddles and weekly progress meetings;
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans;
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients;
• Ensures adherence to dress code, code of conduct and 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;
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness;
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

ACADEMIC BACKGROUND

• University Degree or Diploma.

WORK EXPERIENCE

• At least 5 years of experience in mortgage product management, ideally within the banking or financial services sector.

SKILLS & COMPETENCIES

• Deep 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.
• Experience in leading cross-functional teams and managing complex projects.
• Proven ability to innovate and improve product offerings based on customer needs and market opportunities.
• Excellent communication, collaboration, and presentation skills.
• Strategic thinker with a strong customer-focused mindset.

PROFESSIONAL CERTIFICATION

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