Relationship Manager, Platinum Banking at NCBA Group

JOB PURPOSE STATEMENT

To market and sell platinum banking products to existing and potential customers. Provide personalized, prompt and efficient customer services to Personal banking customers whilst managing and controlling the operations of their accounts.

Customer acquisition, satisfaction, growth and retention are critical to succeed in this role.

KEY ACCOUNTABILITIES (DUTIES AND RESPONSIBILITIES)

Perspective % Weighting (to add up to 100%) Output

Financial (70%) 

• Achieve the set monthly and annual sales targets for all the
• Personal Banking products.Prospect, anticipate and close all sales leads within the
• shortest time possible in an efficient way.Develop a clear aggressive sales pipeline for both existing
• and potential customers ensuring to file all Call Memo’s with the Segment head and the Branch Manager.
• Prospecting and recruiting new customers for the various Personal Banking products, understanding their needs and requirements and recommending appropriate measures.
• Execute focused relationship management and sales strategies that result in increased revenue, profit, share of wallet and contain PAR within bank guidelines.
• Derive revenue across all products and services offered by the bank.
• Attend relevant industry forums firmly positioning the bank in its target markets and optimizing opportunities for customer acquisition.
• Implementing strategies and programs that achieve set sales and other performance targets as prescribed.

Internal business processes (10%)       

• Attend to daily refers and excesses requestsEnsure compliance with operations risk requirements e.g. KYC,
• AML, Health & safety standards, security of Premises.Ensure good health of assigned portfolio by actively
• managing encroachments, Accountability reports and write off.
• Close gaps/lapses identified, take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame.
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines (daily, weekly, monthly, quarterly)
• Use of digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service.
• Use data, information and insights to drive decision-makingProactive management of NPL for assigned portfolio.Achieving a ‘Good’ audit rating for the Platinum Banking
• ensuring prompt thorough closure of all audit exceptions sited.
• Develop growth plans for assigned clients/portfolio.Confirm the growth plans are aligned with the other funds
• before presenting for consolidation into the segment plan.Execute growth plan and monitor realization of the anticipated results.100% adherence to policies, procedures and statutory
• guidelines. Minimize exposure to bank wide risks, enforce zero tolerance to non-compliance with KYC and AML regulations.
• Close gaps/lapses identified, take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame.
• Utilize the MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable.
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines (daily, weekly, monthly, and quarterly).
• Present reports that facilitate informed and sound decision-making. Trends, insights and concerns with recommendations clearly elaborated.

Customer (10%)

• Execute a focused relationship management and sales strategies that will result in increased revenue, profit, share of wallet and contained PAR within Bank guidelines.
• Identifying customer needs not met by existing products and the implementation of new products   and services
•  Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship.
•  Develop and continuously review the account plans and customer growth plans.

Outcomes

•  Improved customer Relationship Index Improved Experiential Net Promoter score Improved Customer effort score

Learning and growth (10%)                

• Conduct periodic trainings to the branch staff on all personal banking products & Services.
• Proactively manage own learning and development.
• Deliver performance objectives set. Institute immediate corrective action where performance is below par.
• Adhere to annual leave plan agreed with line manager.
• Adhere to HR policies.

JOB SPECIFICATIONS

Academic:

•  Bachelor’s degree from a recognized and accredited university.
•  Master’s Degree will be an added advantage

Professional:

• Customer relationship Management Course
• Certificate of Proficiency in Insurance (COP).

Desired work experience:

•  4-5 years’ working experience in business development roles
•  In-depth knowledge of the local banking industry, banking products, banking services
• and banking regulations.  Sound working knowledge and understanding of general commercial regulations and practices.