Team Manager, Relationship Mgt, Business Banking at Standard Chartered Bank Kenya

Job Summary

• Provide leadership and coordination of the SME Relationship team, work closely with Relationship team to Acquire and onboard new clients referred from Existing to Bank (ETB) clients directly to Business Clients RM/Team, deepen and grow client wallet share by proactively reaching out to & engaging with high value SME Clients & “Hidden larger Businesses” as per the mandated protocols by ensuring exceptional service delivery to customers that matches the Bank’s brand promise of being ‘The Right Partner’. Provide leadership around risk management, both reputational and operational and ensure adherence to the Risk Management Framework, Group Code of Conduct and various Policies, Procedures and Guidelines of the Bank by the SME, Relationship team.

Key Responsibilities
Strategy

• Drive Balance Sheet Growth.
• Drive Wealth Business, Acquire, Retain and Grow revenue.
• Drive Acquisition of High-Net-Worth SME clients.
• Drive and Grow number of wealth clients.
• Drive digital utilization within the portfolio.
• Drive team productivity and ensure coaching and performance review sessions are in place.
• Driver a culture of exceptional client experience.
• Manage Risk tightly.

Business

• Provide leadership and coordination of the SME Relationship team.
• Market, sell and acquire SME products through pro-active and consultative approach and detailed understanding of Customers’ business(es) and internal offerings to deliver Segment Growth objective- deliver revenue, Balance sheet, Operating Profit and ROTE at portfolio level.
• Grow share of Clients portfolio size by deepening existing Clients’ relationships.
• May be requested to co-ordinate Country or Regional initiatives within SME team.
• Provide feedback to Senior Management, Marketing and Product management on customers’ needs and the efficiency of marketing strategies and tactics.

​​​​​​​Processes

• Work closely with Relationship team to deepen and grow client wallet share by proactively reaching out to & engaging with high value SME Clients & “Hidden larger Businesses” as per the mandated protocols.
• Acquiring from ETB client referrals (Member Get Member) and Partnerships.
• Onboarding clients on Business working capital (BWC) proposition.
• Supporting the client on any client-initiated needs
• Delivering on transactions, service requests, Mobile/Web training
• Updating CDD/ AML
• Managing Client’s credit situation

​​​​​​​People & Talent

• Provide leadership and coordination of the SME Relationship Team.
• Lead by example and build a culture of adhering to the bank’s values and code of conduct.
• Ensure relationship Managers have the right skill set through continuous training and coaching.

​​​​​​​Risk Management

• Provide leadership around risk management, both reputational and operational.
• Ensure you remain alert to the risk of money laundering and assist in the bank’s efforts in combating it by adhering to the key principles in relation to: -
• Identifying your customer, knowing your customer, reporting suspicions, safeguarding records, and not disclosing suspicions to customers

​​​​​​​Governance

• Ensure adherence to the Risk Management Framework, Group Code of Conduct and various Policies, Procedures and Guidelines of the Bank by the SME, Relationship team.

​​​​​​​Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the Kenya Wealth and Retail Banking (WRB) SME Business to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters.

​​​​​​​Key stakeholders

• Head, Small Medium Enterprises.
• Head, Client Relationships.
• Trade Product / Sales Manager.
• Head, Credit Analysis.
• Credit & Risk team.
• Client Deepening and Portfolio Strategy Manager
• Portfolio Monitoring & Controls Manager
• Branch Managers.
• Client Experience team.
• CFCC
• Legal

​​​​​​​External

• Clients of SME Segment.

Other Responsibilities

• Embed Here for good and Group’s brand and values in Kenya, Wealth and Retail Banking, SME Segment Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats).

Skills And Experience

• Knowledge of Product Line
• Business Performance Management
• Business Case Justification
• Problem Solving
• Customer Behaviour and Preferences
• Collaboration

​​​​​​​Qualifications

Training and Certifications:

• Leadership and Management Trainings and Certifications.
• Banking and Financials Trainings.
• Risk Management and Compliance.
• Sales and Customer Relationship.
• Digital and Technological Proficiency.

Product Broadening

• Understanding of businesses and financials.
• Enhanced multi-product SME knowledge.
• Market and competition knowledge.
• Strong analytical ability
• Understanding of Business Clients (BC) KYC/CDD principles

Client engagement

• Presentation and soft skills tailored to engaging business owners.
• Internal stakeholder engagement skills.
• Closing deals
• Ability to drive and manage client interaction.
• Communication and presentation skills.
• Negotiation and objection handling.
• Client training on digital solutions.

Journey completion

• Discipline and time management to handle client portfolio through the team/ Team Management.
• Ability to solve problems and close issues without handing over.
• Strong analytical ability
• Understanding of BC KYC/CDD principles

Competencies

• Action Oriented
• Collaborates
• Customer Focus
• Gives Clarity & Guidance
• Manages Ambiguity
• Develops Talent
• Drives Vision & Purpose
• Nimble Learning
• Decision Quality
• Courage
• Instills Trust
• Strategic Mindset
• Technical Competencies: This is a generic competency to evaluate candidate on role-specific technical skills and requirements