Relationship Manager at NCBA Group

JOB PURPOSE STATEMENT

• The role holder will manage a portfolio of large corporate customers; serve as their primary point of contact and financial advisor and prospect for and acquire new corporate customers to grow the Bank’s revenue and share of wallet for the assigned sector in line with the Bank’s strategy.
• Customer acquisition, satisfaction, growth, retention, cross selling and prevention of business loss are critical to succeed in this role. This role will be responsible for preparation of credit applications, annual reviews and all customer related credit requests for approval.
• Apply experience in corporate relationship management to develop, implement and update account plans for the existing portfolio within the assigned industry target market. Recommend, structure and sell solutions that address the customers’ needs, with the support from the solution/product teams in order to meet assigned goals and targets. Customer engagements and activities to be documented through call reports.
• Proactively engage with internal support teams to ensure customer fulfilment while ensuring strict adherence with all policy requirements including proper documentation, routine portfolio monitoring, controls and exemptions management (compliance with credit, AML/KYC requirements).
• Actively coach Assistant Relationship Managers in aid of their achievement of performance targets.
• Relevant experience in the specific sector will be an added advantage.

KEY ACCOUNTABILITIES (DUTIES AND RESPONSIBILITIES)

Financial (40%)

This position is responsible for achievement of the portfolio’s annual financial targets both P&L and balance sheet.

• Balance Sheet Growth
• Profitability: Profit Before Tax (PBT)
• Clear and effective portfolio growth strategy that is tran slated into performance scorecards that deliver revenue, profitability and share of market objectives.
• PAR contained within the limits set.
• NPL < 5%.
• PAR aggressively managed within the first 30 days to minimize conversion to NPL status.

Internal business processes (20%)

Responsible for adhering to approved policies and procedures and providing feedback on the same so as to keep them competitive.

• Audit issues closed within the quarter of identification, or within the agreed time frames, whichever is shorter.
• Nil repeat findings
• 100% SLA Adherence
• 100% adherence to agreed turnaround times
• Internal Customer Satisfaction
• Interdepartmental CSI/CES scores

Customer (20%)

• Driving customer satisfaction, developing and growing relationships with existing and potential customers, identifying opportunities for business development and guiding product development.
• Accurate real-time CRM data
  • Customer satisfaction:
• Net Promoter Score
• CSI/RSI

Learning and growth (20%)

Delivering the performance objectives set and managing his/her own learning and development to build capacity and avail him/herself for coaching and training opportunities.

• Level of own development plan maintenance.
• Own competency score.

When assigned, this position is responsible leading the delegated team, manage performance through motivation, coaching and training:

• Maintain a high performance at an average performance rating of 90% for the team, reviewed monthly.
• Up-to-date competency assessments and development plans for the team.
• Product knowledge for the team – average rating of 98%.
• Nil disruption to business / loss of business due to lack of appropriate numbers of qualified, available staff.
• Employee Engagement score.
• Leadership - 360-degree feedback score.

JOB SPECIFICATIONS ACADEMIC

Academic qualifications:

• Bachelor’s degree from a recognized accredited university.
• Master’s degree in strategic management or business administration, or other similar relevant qualification.

Professional Experience:

• At least 8 years’ experience in Corporate Banking, 3 of which should have been in management capacity in a similar sized organization.

Desired work experience:

• Proven track record of consistently achieving a corporate department’s financial growth, with a market reputation of being a trusted advisor on matters pertaining to banking.
• Significant experience in Corporate Banking. Experience in products, bank operations and customer experience is highly desirable.
• In-depth knowledge of the local banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general Corporate Banking regulations and practices.

Budget/ accountability:

• Revenue budget of Kes 300Mn p.a
• Net balance sheet growth of 15% p.a
• 5 new customers p.a. in line with the Corporate Customer Value Proposition): Minimum Assets Kes 1Bn and Liabilities of Kes 500Mn)
• Industry strategy formulation and implementation

TECHNICAL COMPETENCIES

Banking         

• Broad based working / operational knowledge of banking (breadth and depth).
• Certification in multiple areas of banking and/or banking support services.
• Reference point and mentor for customers, colleagues, partners, for areas of expertise.

Leadership     

• Is a change catalyst, can initiate and implement change to enhance teams and organizations delivery.
• Creates an environment that benefits everyone in it and lifts the entire organization.
• Has the political intelligence to navigate a way through diverse stakeholders’ agendas and the resilience to sustain high performance under continued pressure and adversity.
• Exercises self-leadership delivering assigned work in line with professional and technical standards within given time frames. Is reliable and works collaboratively.
• Has the cognitive intelligence to draw together contrasting strands of information and present a compelling position.
• Adheres to the company’s values and policies and delivers to set objectives. Has high moral intelligence.

Customer Management       

• Creates value adding solutions drawn from different product offerings to address client needs. Socializes and sell the solution to the different stakeholders as appropriate.
• Closes the sale and monitors realization of value for both the client and the bank.

BEHAVIOURAL COMPETENCIES

• Emotional Intelligence - Knows own strengths and limits; aware of own emotions and the effect they have on others and has the self-control to keep disruptive emotions and impulses in check.
• Social and Cross- cultural Awareness - Interacts with people (colleagues, customers, stakeholders and the public at large) in different social and cultural environments, showing respect and positive regard for them in an ethical and appropriate that are consistently with the values of the organization.
• Agile - Able to change plans, methods, opinions or goals in light of new information, with the readiness to act on opportunities.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.