Relationship Manager – Mortgages at Sidian Bank

JOB PURPOSE

The Relationship Manager Mortgage will lead the daily operations of the mortgage department, ensuring efficient loan origination, processing, underwriting, and closing. This pivotal role requires a dynamic leader with extensive knowledge of mortgage lending, regulatory compliance, and a commitment to delivering exceptional customer service. The role holder will cultivate a culture of accountability, mentor team supervisors, and drive continuous improvement through innovative strategies and process enhancements, ultimately contributing to the organization’s success and customer satisfaction.

KEY RESPONSIBILITIES

• Leadership & Management:
• Compliance
• Performance Management
• Customer Support
• Personal Leadership & Development

leadership & Management:

• Oversee and mentor the mortgage team, including processors, closers, and Loan Origination Assistants.
• Conduct regular performance evaluations, deliver training, and ensure staff effectively utilize programs and processes to meet performance goals.
• Manage all operations following the loan application, ensuring seamless processing, underwriting, closing, and post-closing activities to enhance operational efficiency.

Compliance:

• Ensure operations comply with CBK regulations and all applicable laws, as well as internal policies.
• Maintain comprehensive knowledge of compliance and internal control requirements to ensure uniform understanding and adherence.
• Conduct second-level reviews and manage escalations to ensure quality control and mitigate risks.
• Conduct regular audits and assessments to mitigate operational risks and ensure compliance with industry standards.

Performance management

• Prepare and present detailed reports on mortgage performance, including loan volume, turnaround times, and compliance metrics.
• Train branch staff on mortgage products, processes, and customer engagement techniques.
• Provide technical support to internal teams to enhance service delivery and sales effectiveness.
• Define, monitor, and drive productivity standards and performance goals to ensure consistent achievement.
• Collaborate closely with the Credit Department and other stakeholders to restructure loans as necessary, ensuring alignment with client needs and smooth processing.
• Actively engage in resolving challenging files, providing direct support to expedite processing and ensure timely loan closings.
• Foster strong relationships with external partners, including title companies and appraisers, to facilitate smooth transactions.

Customer Support

• Actively market and promote the bank’s mortgage products to prospective and existing clients.
• Identify and onboard new mortgage customers, ensuring a growing and sustainable portfolio.
• Guide clients through the mortgage application process, from pre-qualification to disbursement.
• Ensure all clients receive professional advice on mortgage financing, including interest rates, repayment schedules, and associated costs.
• Respond promptly to customer inquiries and provide solutions to any issues arising during the mortgage journey.
• Uphold high service standards by addressing issues promptly and professionally, enhancing client satisfaction and loyalty.

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.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master’s degree in Strategic Management or similar field will be an added advantage.

WORK EXPERIENCE

• Minimum of five (8) years of experience in banking, with at least three (4) years in mortgage Operations or relationship management.
• Proven track record in developing and managing mortgage products and portfolios.
• Strong experience working with real estate developers and property professionals.

SKILLS & COMPETENCIES

• In-depth knowledge of mortgage financing, property markets, and valuation processes.
• Excellent communication and interpersonal skills;
• Excellent Business Presentation skills;
• Good financial analysis and credit assessment skills;
• Excellent problem solving and decision-making skills;
• Knowledgeable in credit, legal (conveyancing) and lending knowledge;
• Knowledge of banking processes and Banking Law;
• Demonstrate an understanding of the Banking Act, CBK prudential guidelines and credit policies;
• Strong negotiation and networking skills;
• Good performance track record in business development;
• Strong innovative and creative thinking skills.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)
• Professional certifications in Risk Management, Credit Analysis, or AML Compliance are a plus.
• Real Estate Financing (added advantage).