Sales and Governance Manager - Personal Banking at I&M Bank

Job Summary:

The Ideal candidate will play a crucial role in overseeing and enhancing the sales governance framework within the Retail banking segment. The main responsibilities will include designing and implementing sales policies, procedures, ensuring compliance with all relevant laws, regulatory requirements, and driving initiatives to optimize sales processes.

Key responsibilities:

The Incumbent will report to the Deputy General Manager-Personal Banking and will be responsible for:

• Developing, implementing, reviewing and updating sales policies and procedures to ensure compliance with all relevant laws, regulations, and industry standards.
• Collaborating with cross-functional teams to ensure policies are practical and support business objectives.
• Monitoring and ensuring adherence to policies, procedures and regulatory requirements related to retail banking sales activities.
• Overseeing internal audits, reviews, and investigations to identify and address compliance issues. This includes incidents related to exceptions being managed. Defining root cause quality issues and guiding remediation by implementing process improvements to improve efficiency and effectiveness.
• Collaborating with operations teams to streamline workflows and reduce friction in the sales cycle.
• Implementing training programs for sales staff to ensure a deep understanding of sales policies and compliance requirements.
• Monitoring, identifying and assessing the department’s risk exposure and working with risk management teams to develop strategies for mitigating potential risks.
• Developing and maintaining reporting mechanisms to track key performance indicators related to sales governance.
• Providing regular reports to senior management on the status of sales compliance and governance initiatives.
• Ensuring that the department operates in an ethical and socially responsible manner while being fully aligned to the operational standards.
• Communicating compliance requirements and best practices to all stakeholders, including employees, and customers, including, Business Continuity Planning.
• Resolving or raising issues that impact the Sales Governance team efficiency or ability to execute.
• Provide day-to-day user support to resolve stakeholder issues by working with sales and support teams directly and indirectly.
• Management of the departmental meetings, including arrangements, meeting agendas and taking minutes and follow through to closure of actions points arising from the meeting.
• Fostering a spirit of teamwork and unity among team members that creates a workplace culture consistent with I &M Banks values.
• Working closely with HR and Personal banking leadership team to manage attendance, recruitment, headcount, disciplinary and other related responsibilities in support of people management activities for example Contracts, notices, Performance, Grievance/Disciplinary, Exits and leave.
• Creating training materials and delivery of training, Induction & Orientation, mandatory, refreshers, compliance training, product knowledge-product including developing and managing training budgets and conducting training needs analysis.
• Ensuring seamless onboarding of new staff within the personal banking unit.
• Acting as a lead resource on matters related to internal governance processes
• Ensuring that all policies, processes, and procedures are documented, properly signed off and are applied alongside awareness and training. Documentation in the department -handling, storage, tracking.
• Ensuring that the department is data driven - dashboards and frequency as well as alignment to all decision making, rewards, consequence management etc. Complaint handling and customer communications, call back and confirmation of selling process aligned to after sales service/awareness.
• Carrying out data quality audits to ensure consistency in data values across systems.
• Developing and maintaining strong relationships with key stakeholders

PERSON SPECIFICATIONS

Academic Qualifications

• Graduate with understanding of Sales Governance function and banking regulations.

Professional Qualifications

• Diploma in Marketing or its equivalent; and
• Member of Chartered Institute of Marketing (CIM) or equivalent professional body.

Experience

At least 5 years of experience in a relevant Sales Governance function within the banking sector is required.

Skills and Attributes

• Excellent communication and interpersonal skills.
• Strong people management skills.
• Strong strategic and analytical thinking skills.
• Take ownership of responsibilities and possess a high level of positive energy and drive.
• Strong analytical skills to analyze industry trends and to adapt to changing needs.
• Problem-solving skills to find creative solutions in developing, prioritizing, and implementing strategic solutions.
• A highly motivated self-starter with a hands-on, delivery focused approach.
• Ability to multitask and review data as well as perform deep dive analysis where required.
• Strong accountability for deliverables.
• Self-motivation skills driving you to take initiative in identifying, prioritizing and implementing tasks with a personal commitment to succeed.
• Organization skills that include superb attention to detail
• Understanding of the bank operations, products, policies, regulations, compliance, and risk management is require.
• Good knowledge of the Policy, Procedures, Standards, local and international regulations.
• A deep understanding of sales and governance practices.