Careers at SBM Bank

Job Purpose

The position will be responsible for managing the Bank’s Retail non-performing portfolio under supervision of the Retail Recoveries Manager with the objective of putting in place and adopting appropriate strategies within policy guidelines and regulations to minimize credit losses and ensure the portfolio remains profitable in line with SBM Bank business objectives.

Key Responsibilities

Strategy - 25%

• Ensure continuous new learning debt recovery techniques through trainings.
• Ensure implementation of debt recovery strategies within the unit.
• Ensure constant follow-up and monitoring of all accounts classified as Non-Performing Loans/Accounts.
• Ensure compliance with all controls, rules, policies, procedures, and regulations

Operations - 20% 

• Manage Retail debt collection including the initiation of recovery processes in line with commercial practices and Bank policy.
• Manage the assigned Outsourced debt portfolio with a view of maximizing profitability for the Bank through constant engagement with EDMs.
• Regular review of the EDMs performance and recommend consequent action to maintain a low percentage of Portfolio at Risk.
• Maintain and prepare EDMs recovery records and/or reports as and when required and submit them to the Supervisor.
• Recommend restructures, settlements and write-offs on Non-Performing Outsourced Accounts to Management for review and approval by the Management Credit Committee as per Central Bank of Kenya Regulations.
• Ensure compliance to the Bank’s Credit Policy and Procedures with regard to management of debt recovery process.

People Management - 30% 

• Maintain good coordination between the Collections and Recoveries Team, Credit Team and the Business Development Teams.
• Undertake any delegated activities as assigned by the Manager, Retail Recoveries or by the Director, Debt Recovery and Special Assets.
• Ensure to undertake Best Practice, Skills and Knowledge and shared across the team and wider Credit Department, where appropriate working with other areas of the Bank.

Compliance - 20% 

• Ensure compliance with both internal and external regulatory requirements.
• Working closely with risk and compliance units to ensure effective compliance standards are consistently met within the unit.
• Continuously reviewing Credit policies and procedures ensuring their compliance.

Other - 5% 

• Safeguard and promote the bank’s image with the general public.

Key Relationships

Direct Reports to this Position - N/A

Customers of this Position - All Departments in the Bank

Knowledge, Skills and Experience required for this Role:

• 3 years’ experience in a Debt Recovery function with at least 1 year in managing EDMS and Retail accounts
• University degree in a Business-related field from a recognized institution.
• CPA/ACCA or relevant professional qualification.
• Excellent Communication and Negotiation skills.

Competencies Required for this Role 

• Experience or sound understanding of credit life-cycle and debt recovery process/techniques.
• Strong credit analytical, communication and negotiation skills and assertive.
• Passion for performance and ability to work under pressure.
• Key understanding of regulatory and legal environment
• Experience working with External Debt Managers

Skills:

• Problem Solving Skills
• Analytical Skills
• Assertive
• Decision making
• Communication

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Job Purpose

The job holder is responsible for providing a relationship-based offering to high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals. The job holder shall proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for the customer and providing financial solutions which meet the customer’s expectations in accordance with the segment value proposition. The job holder shall leverage the group’s reach & expertise resource capabilities to add value to both the customer and the bank and maintain a high level of integrity, professionalism and ethical standards whilst building valuable long-term relationships with customers. 

Key Responsibilities 

• Acquire new customers (high net-worth affluent individuals) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy and sales targets.
• Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
• Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
• Comprehensively explore customers’ short- and long-term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers. Appreciate the implications of the customers’ lifecycle position and priorities. 
• Conduct a comprehensive calling/contact management programme for all customers within own portfolio supported by call reports that document the salient issues and future opportunities identified.
• Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
• Ensure that the Customer is central to the entire life cycle approach of maximising sustainable value add to both the Customer and the Bank.
• Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals.
• Place equal emphasis on investment (non-borrowing) and borrowing customers.
• Commitment to Service excellence and superior service delivery aligned to SLA’s and turnaround time commitments.
• Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimise adhoc service requests. Assist with migration, Facilitate the migration of customers to self-service channels where appropriate.
• Ensure that customers are well informed with regards to lending application processes (e.g. vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g. minimum account balances, provision for debit orders and cheque payments, etc).
• Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable. Be prepared to articulate the value added if challenged on pricing.
• Ensure that qualifying customers (as defined by the Country segment value proposition) are timeously migrated from the Branch to the Elite Banking.
• Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
• Ascertain when customers require specialist advice and arrange appropriate introductions with specialists. Generate and pass on leads. Follow up to ensure that the customer is satisfied with the service received.
• Determine when new or existing customers require SME or Corporate expertise and arrange introductions accordingly. Interact and build strong working relationships with SME and Corporate colleagues to entrench the holistic customer relationship with the bank.
• Interact frequently and build strong working relationships with enabler and fulfilment functions (including credit specialists, product specialists and wealth specialists) to shorten turnaround times and SLA’s are adhered to.
• Manage credit and operational risks in accordance with laid down policies and procedures.
• Take accountability for credit management of portfolio, including the completion of referral reports, taking action regarding exception reports to eliminate accounts in excess, ensure that all accounts are limitised and that reviews occur timeously.
• Establish and build knowledge and understanding of product and credit application processes to eliminate reworking and ensure acceptable turnaround times for customers.
• Maintain proper records (filing, update customer records on bank system, etc).
• Ensure limits are loaded, market segment codes are correct and all fields are captured accurately on the system. Take responsibility for the integrity of all data pertaining to the portfolio.
• Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, faxes, queries and complaints, etc.
• appropriate Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy.
• Follow proper procedures when closing accounts, including the recovery of outstanding funds/fees and retention of cheque books/cards.
• Manage subordinate (Relationship Officer/ Transactional Banker / Private Banker’s Assistant) in accordance with HR performance management best practice recruitment/development/retention/reward & recognition.
• Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care and being considerate of other team members.
• Actively seek to improve others’ skills and talents by providing constructive feedback, coaching and training opportunities to develop their abilities.

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JOB SUMMARY:

The job holder is responsible for providing a relationship-based offering to high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals. The job holder shall proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for the customer and providing financial solutions which meet the customer’s expectations in accordance with the segment value proposition. The job holder shall leverage the group’s reach & expertise resource capabilities to add value to both the customer and the bank and maintain a high level of integrity, professionalism and ethical standards whilst building valuable long term relationships with customers. 

KEY RESPONSIBILITIES:

• Acquire new customers (high net-worth affluent individuals) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy and sales targets.
• Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
• Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
• Comprehensively explore customers’ short and long term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers. Appreciate the implications of the customers’ lifecycle position and priorities. 
• Conduct a comprehensive calling/contact management programme for all customers within own portfolio supported by call reports that document the salient issues and future opportunities identified.
• Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
• Ensure that the Customer is central to the entire life cycle approach of maximising sustainable value add to both the Customer and the Bank.
• Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals.
• Place equal emphasis on investment (non-borrowing) and borrowing customers.
• Commitment to Service excellence and superior service delivery aligned to SLA’s and turnaround time commitments.
• Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimise adhoc service requests. Assist with migration, Facilitate the migration of customers to self-service channels where appropriate.

• Ensure that customers are well informed with regards to lending application processes (e.g. vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g. minimum account balances, provision for debit orders and cheque payments, etc).
• Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable. Be prepared to articulate the value added if challenged on pricing.
• Ensure that qualifying customers (as defined by the Country segment value proposition) are timeously migrated from the Branch to the Elite Banking.
• Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
• Ascertain when customers require specialist advice and arrange appropriate introductions with specialists. Generate and pass on leads. Follow up to ensure that the customer is satisfied with the service received.
• Determine when new or existing customers require SME or Corporate expertise and arrange introductions accordingly. Interact and build strong working relationships with SME and Corporate colleagues to entrench the holistic customer relationship with the bank.
• Interact frequently and build strong working relationships with enabler and fulfilment functions (including credit specialists, product specialists and wealth specialists) to shorten turnaround times and SLA’s are adhered to.
• Manage credit and operational risks in accordance with laid down policies and procedures.
• Take accountability for credit management of portfolio, including the completion of referral reports, taking action regarding exception reports to eliminate accounts in excess, ensure that all accounts are limitised and that reviews occur timeously.
• Establish and build knowledge and understanding of product and credit application processes to eliminate reworking and ensure acceptable turnaround times for customers.
• Maintain proper records (filing, update customer records on bank system, etc).
• Ensure limits are loaded, market segment codes are correct and all fields are captured accurately on the system. Take responsibility for the integrity of all data pertaining to the portfolio.
• Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, faxes, queries and complaints, etc.
• appropriate Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy.
• Follow proper procedures when closing accounts, including the recovery of outstanding funds/fees and retention of cheque books/cards.
• Manage subordinate (Relationship Officer/ Transactional Banker / Private Banker’s Assistant) in accordance with HR performance management best practice recruitment/development/retention/reward & recognition.
• Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care and being considerate of other team members.
• Actively seek to improve others’ skills and talents by providing constructive feedback, coaching and training opportunities to develop their abilities.

KEY RELATIONSHIPS:

Reports to

• Head, Elite & Diaspora Banking

Customers of this Position

• High Net worth individuals within the bank.

KEY QUALIFICATIONS AND COMPETENCIES: 

Knowledge; Skills and Experience required for this Role

Knowledge:

• Understanding of the high net – worth individual and affluent market – typical profile, lifestyle, financial needs, etc.
• Deep knowledge and understanding of segment value proposition.
• Sound knowledge of all products and channels relevant to this market, including qualifying criteria, product/channel features and benefits, pricing, product/channel combination possibilities and efficient product usage through self – service channels.
• Understanding of the bank’s product in respect of service level arrangements and the bank’s service provision networks.
• Understanding of which products are most required by high net – worth individuals and/or, most beneficial to this market as well as appreciation of which products are most profitable to the bank.
• Knowledge of equivalent competitor products and services.
• Working knowledge of SBM Bank Strategy, country strategy and segment strategy.
• Knowledge of local market environment and financial issues that may impact portfolio.
• Working knowledge of bank systems.
• Thorough understanding of credit principles as well as application and maintenance processes.

Experience:

• Banking experience, preferably dealing with high net – worth individuals in a portfolio context.
• Strong sales background.
• Experience in upholding the highest levels of service.
• Experience in completing credit applications successfully.

Skills:

• Relevant business/financial qualification.
• Interpret financial statements, assess sources of income and basic customer affordability calculations (debt to income ratio, loan to value ratio, installment to income ratio, etc.)
• Sell financial products on unique benefit to customer and not merely price, Use knowledge of product, local competitive differentiators and value proposition to persuade customers to bank with SBM Bank.
• Demonstrate high levels of computer literacy – able to capture/update customer database, successfully complete product/lending applications, ensure credit maintenance, etc.

Competencies required for this Role

• Mature & professional demeanour.
• An effective networker at all levels, both inside and outside the bank.
• Ability to identify customers’ requirements for specialist financial/product expertise and advice.
• Articulate in the communication/presentation of financial solution and factual information to customers.
• Strong Communication, negotiation and persuasion skills.
• Independent, socially confident, quick to establish rapport and build credibility with customers.
• Fosters confidence among customers.
• Ability to listen and probe customer responses effectively to ensure proper understanding of needs.
• Advanced sales and consulting skills.
• Achievement orientated, embracing and achieving challenging targets.
• Self – motivated and energetic.
• Consistent, honest and trustworthy – demonstrating integrity.
• Ability to remain calm and focused under pressure and during conflict situations.
• Able to have difficult conversations with confidence – declining a pricing/rate concession, effectively communicating a declined loan application to customer without blaming Credit, etc.
• People management skills, including team building, team motivation, goal planning and optimising team skills to deliver results.

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JOB PURPOSE

Reporting to the Head of Institutional Banking; the role involves the management of business development activities from prospecting, acquisition, and retention of the corporate banking customers along various business lines both in volumes and incomes.

KEY RESPONSIBILITIES

Strategy & BD - 55%

• To implement the Institutional Banking Unit strategy in line with the overall Bank’s Strategy; to ensure achievement of profitability targets through growth of assets, deposits, revenue maximization and prudent cost management for the assigned Sector.
• Drive sustainable growth through the delivery of innovative and customized financial solutions to meet identified customer needs.
• To Build and maintain productive and strategic relations with customers/ suppliers/ line manager/ stakeholders to drive the development and delivery of business solutions and revenue growth for the specific sectors or portfolio. 
• Ensure strong cross-selling of existing and new products to existing and new clients; and in this process, maintain effective liaison with all relevant business units in the bank. 
• Champion the delivery of consistent, seamless, and trusted customer service to ensure customer retention and loyalty.
• Maintain a detailed and current understanding of the industry (s); (at a macro, sector specific, current market structures; regulatory requirements and issues) to ensure that opportunities are realized and the risks mitigated.
•  Ensure timely submission of quality credit proposals in conformity with the Credit Policy guidelines and requirements.
• Maintain a strong pipeline for business development and prepare account plans for all customers under the portfolio.
• Maintain a good quality of assigned portfolio within stipulated Non-Performing Loans (NPL) and Portfolio at Risk (PAR) parameters. 
• Ensure timely preparation of relevant reports and daily monitoring of accounts to ensure facilities have accurate interest rates and are within the approved limits. To ensure that all the covenants set in the facility documents are met and to take remedial actions in line with policy where there is any breach.

Compliance - 20%

• Ensure compliance with both internal and external regulatory requirements,
• Compliance with the Bank’s policies, procedures, and regulatory requirements,
• Working closely with risk and compliance units to ensure effective controls to mitigate business risks associated with institutional banking,
• Developing and continuously reviewing business operational policies and procedures ensuring their compliance,
• To ensure strict compliance with the various local laws, jurisdictions, bank risk standards and custodial services policy guide as regulated by RBA & CMA.

Human Resource - 20%

• Oversee management of assigned team,
• Develop career growth and personal development plan for team members,
• Assess the training needs analysis for team members to be incorporated into the overall departmental training plan
• Lead, motivate, and continuously develop a credible high performing team.

Other - 5%

• Safeguard and promote the bank’s image with the public.

KEY RELATIONSHIPS

Direct Reports to this Position

• Relationship Manger
•  Assistant Relationship Manager

Customers of this Position

• Branch Managers
• Business Development Team
• Credit Risk and Monitoring

KEY EXPERIENCE AND COMPETENCIES

Knowledge: Skills and Experience required for this Role

• Business graduate from an accredited University
• At least 5years’ experience in Corporate Banking is required.
• Professional Qualifications CPA, ACCA, CFA, AKIB Added Advantage
• Master’s Degree Finance or a Business-Related Field Added Advantage

Competencies Required for this Role

• Dynamic, analytical, and self-driven individual with the ability to work under pressure.
• A passion for performance, team player and achievement in a competitive and dynamic environment
• Excellent selling, presentation, and negotiation skills
• Strong networking skills
• Commercial awareness and customer focus
• Ability to close deals and pitch customers on offerings in the Bank and Group