Senior Relationship Officer – Digital Sales at Bank of Africa Kenya Limited

Responsibilities and Accountabilities

Financial

• Initiate and manage relationships of digital channels business partners/agents, and actively support relationships with third parties to drive market foot-print, customer accessibility and wide availability of the Bank’s digital channels and products. Implement various sales, usage and retention initiatives to drive digital channels business and product penetration in line with business goals.
• Track and analyze the performance of digital channels in line with the business objectives and implement any corrective actions. Champion the execution of digital channels business plans relating to the allocated product portfolio to support the Bank’s growth strategies and exceed defined e-channels business goals.

Customer

• Customer retention through offering solutions that create customer stickiness with the Bank.
• Support the branch teams to achieve digital product targets, formulate plans to engage and acquire new consumers of digital channels / products. Develop a culture of responsibility and ownership of objectives/problems until completely resolved to the customers satisfaction
• Continuous product training for various teams in the Bank and clients.

Operational Efficiency

• Contribute to the establishment of new business practices, procedures and guidelines for assigned digital products
• Ensure adherence to TAT as set out in various SLA documents. Track resolution of customer issues
• Represent BOAK in forums and discussions with external bodies e.g., Visa, Cellulant & Master Card
• Compliance with internal and external regulatory policies and practices maintaining an appropriate level of risk management within the business area.
• Participate in Product documentation and specifications, Product release notes and internal Product communications.

Competencies and Attributes

• High marketing and selling proficiency- Is able to sell bank services and meet sales targets
• Results driven – able to efficiently manage time, meet deadlines and communicate risks, resource needs, and priorities and deliver results.
• Proactiveness- High sense of urgency and attention to detail. Ability to work without supervision and meet strict deadlines.
• Good analytical skills- Ability to collect and analyze information, problem-solve, and make sound judgements and decisions
• Competent in financial management-Ability to interpret and make decisions based on financial documents.
• Strong interpersonal skills-Ability to interact with both internal and external customers effectively.
• Good communication and presentation skills- Ability to convey information with clarity both spoken and written.
• High integrity- Ability to exhibit honesty and ethical behavior in one’s conduct.

Minimum Requirements; Work Experience, Academic and Professional Qualifications.

• 2-3 years of relevant experience in banking sales, preferably in digital banking or relationship management.
• Bachelor’s degree in business related course.
• Master’s Degree in Business Administration is desirable.
• In-depth knowledge and understanding of the entire customer value proposition with a strong appreciation of banking/Telco operations, transaction banking and retail.
• Highly computer literate with intermediate level proficiency in MS Office applications – Excel, Power Point and Word.