Relationship Manager - Special Assets at HF Group

Principle Accountabilities

Financial

• Responsible for the achievement of set targets for all names under their Individual assigned portfolio including collections, recoveries, case life and impairment management as per performance development plan.
• Lead detailed negotiations with customers, sometimes in conjunction with other internal & external stakeholders, regarding the agreement to, and implementation of, strategy, e.g. Settlement proposals, etc.
• Responsibility of negotiating and recommending settlement proposals of all NPL loans, including recommending write offs to the appropriate authorityLead proactive formulation and implementation of strategies on recoveries/ managed exits.
• Manage relationships with customers in a manner which, through professional communication of often uncomfortable messages manages customer satisfaction and enhances the HFC Brand.
• Manage politically sensitive customers and recover debts from them in a professional manner which leaves a good impression of them about the bank
• Act as a reference point for Special Asset and credit teams for discussions on specific cases
• Ensure appropriate turnaround or recovery is achieved and generally provide pragmatic and effective legal support to general management and business functions on impaired debts of the bank
• Manage the achievement of service levels and quality including setting up Service Level agreements with internal providers and monitoring performance against them on a regular.

Internal business processes

• Ensure that the necessary credit and other sanctions/approvals are obtained at the right levels for strategies, expenditure and impairments whenever necessary.
• Analyzing loan proposals effectively to ensure that they meet banks Risk acceptance criteria as per the credit policy and ensure all documents are collated and validated before processing of loans. Ensure that all covenants and conditions are adhered to as indicated in the letters of offer to the clients
• Strictly adhere to banks operating procedures & policies to ensure all controls are observed. Strict compliance with AML/KYC guidelines in customer recruitments.
• Prepare and submit relevant reports for accurate decision making by various stakeholders.
• Manage the provisioning process in line with Bank and Regulatory policy for the Recoveries portfolio.
• Monitor the relationships with the bank’s service providers, especially with regards to service level agreements with them.
• Ensure that all NPL files are properly maintained and have up to date file notes.
• Ensure data integrity is maintained.
• Manage relationships with external service providers such as liquidators, Auctioneers Lawyers, messengers of court, accountants, receivers, judicial managers, valuators etc. who provide services to matters in Recoveries.
• Progress the recovery of debts on NPL classified Recoveries accounts and ensure their compliance with local regulatory requirements and the bank’s internal procedures.
• Actively manage portfolio, to ensure business and banking risk issues are addressed in a timely manner. Continuous review the credit portfolio to ensure early warnings of default are addressed in a timely manner to proactively forestall accounts with challenges hence avoid deterioration to bad debts.
• Develop network of contacts internally and also with local external professionals in order to maximize effectiveness in assisting customers
• Ensure satisfactory internal and external audits.
• Transfer account responsibility out of team when appropriate.

Customer

• Work closely with clients and RM's with a focus on the recovery of each vulnerable account or exposure in the NPL portfolio.
• Make customer visits and attend meetings held at/off Bank premises where appropriate.
• Attending to customer enquiries and offer swift action at the same time managing their expectations.
• Participate in strategy setting with internal and external Stakeholders to ensure that the appropriate Recoveries plan is adopted.
• Understands measurement metrics, appreciates being measured and applying objective criteria to assess customers to mitigate risks and enhance recoveries.
• Maintain relationships and manage expectations to ensure Customer Satisfaction and loyalty aimed at improving the NPS score.

Learning and growth

• Set Personal Development plans
• Use MI to monitor and provide feedback.

Key Competencies and Skills

Technical competencies

• Excellent knowledge of data analysis and forecasting models,
• Solid analytical and decision-making skills, Leadership abilities
• Advanced computer software skills, including Excel and financial reporting software
• Knowledge of MS Office and core banking system
• Strong performance in recoveries especially of Special Asset portfolio
• Good negotiating and influencing skills
• Good credit risk and analytical skills
• Good relationship management skills
• Strong communication skills with emphasis on good listening skills.
• Strong planning, coordination and time management skills
• Strong commercial skills.
• Proven capabilities in problem-solving, situational analysis, creativity, negotiation and decision-making.
• Strong knowledge of banking laws and regulations, Central Bank prudential and risk management guidelines.
• Strong financial analysis and loan underwriting and project management skills.
• Maintain a thorough knowledge of credit services and a complete understanding of Credit Policy and Procedures.

General competencies

• Performance Oriented
• Goal-driven and results-oriented
• Personal Ethics: Must be honest, fair and just with self and others, and demonstrate integrity in work and business contacts.
• Excellent written and verbal communication skills,
• Report/proposal writing skills and presentation skills.
• Great interpersonal skills with ability to interact with key stakeholders.
• Must be a self-starter with ability to see, grasp and advice on opportunities, recommending areas of improvement.

Minimum Qualifications, Knowledge and Experience

Academic

• Bachelor degree in a Business-related field from a recognized institution
• Master’s Degree in a relevant field will be an added advantage.

Experience

• 5 years’ experience in financial environment with three in relationship management and recoveries of distressed asset portfolios.
• Comprehensive banking background and extensive experience in credit appraisal and loan portfolio management.
• Sales experience in the real estate industry preferably in a banking institution will be an added advantage.
• Experience in engaging C-level management and senior executives in facilitating decision-making and reporting.