Fresh Jobs at SBM Bank

Job Purpose:

The overall purpose of this role is to grow Consumer Banking business, to optimize acquisition of new customers; to sell bank products; relationship and portfolio management of existing customers.

Key Responsibilities:

Strategy

• Develop and manage pipelines from new and existing customers, referrals, cold calls and capitalize on this database to grow the book
• Prepare a sales plan in relation to the branch and department strategy and manage implementation of the same
• Increase wallet size for existing portfolio through cross-sell, up-sell and retention.

Acquisition: Business Development 

• Required to open target accounts and ensure these accounts are active and of value balances
• Meet individual loan targets for the retail book through workplace banking and other retail loan products
• Underwrite personal and retail loans through Credit Quest
• Ensure that individual portfolio asset quality is within the set branch target
• Sell the full array of products, channels and services relevant to the retail clients and in line with key focus for the branch.
• Respond to customer enquiries, concerns and create positive solutions [consistency on impressive customer experience]
• Recognize, refer and cross-sell opportunities to the relevant business units
• Prepare and submit on time the daily/weekly sales reports
• Consistently meet and exceed sales targets for loans, deposits, CASA, Channels and income
• Actively participate in business activations & sales campaigns that support the growth of retail business at the branch
• Keep abreast with the bank’s products’ features, benefits and all regulatory requirements
• Initiate, record and update all customer interactions through a variety of methods, including call reports and customer relationship management system (CRM)
• Attend approved seminars and community events
• Maintain the sales environment, actively participate in regular sales and office staff meetings.
• Provide a customer experience that is consistent across all customer touch points.
• Maintain a professional appearance that is supportive of business
• Forward feedback from customers to the Branch Manager and recommend changes based on the feedback

Compliance:

• Ensure 100% compliance with KYC, AML policies and account opening procedures in line with the bank’s policies and procedures and the Prudential Guidelines
• Keep up to date customer records as provided by the Prudential Guidelines
• Adhere to set bank TAT/ SLA on all processes including but not limited to Account opening, Loan processing, customer complaints handling.
• Keep up to date on the controls in place to protect the bank against criminal, fraudulent activities and unnecessary risk and exposure.

Human Resource:

• Work efficiently as a team in the branch and offer good customer service to internal customers [staff in support units]
• Sign off BSC and individual performance targets for the year. Timely self-appraisal in line with the banks appraisal cycle
• Attend set trainings, sharing and application of knowledge learnt
• Adhere to leave schedules to achieve Work life balance  

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Job Purpose:

The overall purpose of this role is to grow Consumer Banking business, to optimize acquisition of new customers; to sell bank products; relationship and portfolio management of existing customers.

Key Responsibilities

Strategy

• Develop and manage pipelines from new and existing customers, referrals, cold calls and capitalize on this database to grow the book
• Prepare a sales plan in relation to the branch and department strategy and manage implementation of the same
• Increase wallet size for existing portfolio through cross-sell, up-sell and retention.

Acquisition: Business Development 

• Required to open target accounts and ensure these accounts are active and of value balances
• Meet individual loan targets for the retail book through workplace banking and other retail loan products
• Underwrite personal and retail loans through Credit Quest
• Ensure that individual portfolio asset quality is within the set branch target
• Sell the full array of products, channels and services relevant to the retail clients and in line with key focus for the branch.
• Respond to customer enquiries, concerns and create positive solutions [consistency on impressive customer experience]
• Recognize, refer and cross-sell opportunities to the relevant business units
• Prepare and submit on time the daily/weekly sales reports
• Consistently meet and exceed sales targets for loans, deposits, CASA, Channels and income
• Actively participate in business activations & sales campaigns that support the growth of retail business at the branch
• Keep abreast with the bank’s products’ features, benefits and all regulatory requirements
• Initiate, record and update all customer interactions through a variety of methods, including call reports and customer relationship management system (CRM)
• Attend approved seminars and community events
• Maintain the sales environment, actively participate in regular sales and office staff meetings.
• Provide a customer experience that is consistent across all customer touch points.
• Maintain a professional appearance that is supportive of business
• Forward feedback from customers to the Branch Manager and recommend changes based on the feedback

Compliance:

• Ensure 100% compliance with KYC, AML policies and account opening procedures in line with the bank’s policies and procedures and the Prudential Guidelines
• Keep up to date customer records as provided by the Prudential Guidelines
• Adhere to set bank TAT/ SLA on all processes including but not limited to Account opening, Loan processing, customer complaints handling.
• Keep up to date on the controls in place to protect the bank against criminal, fraudulent activities and unnecessary risk and exposure

Human Resource:

• Work efficiently as a team in the branch and offer good customer service to internal customers [staff in support units]
• Sign off BSC and individual performance targets for the year. Timely self-appraisal in line with the banks appraisal cycle
• Attend set trainings, sharing and application of knowledge learnt
• Adhere to leave schedules to achieve Work life balance  

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Job Purpose:   

The job holder will be responsible for ensuring that the Bank’s interests are safeguarded and secured from legal and contractual liability. They are responsible for the effective and efficient management of potential and ongoing Debt Collection litigations filed by and against the Bank, provision of sound legal advisory and the management of related legal risks. Also assist in conducting legal research and reviewing of existing and new statutes as well as advising on the new legal issues arising to ensure statutory and contractual compliance by the Bank.

Key Responsibilities:

Dispute Resolution and Litigation Management:

• Defending and managing cases filed by and against defaulting debtors, pursuing alternative dispute resolution mechanisms and coordinating with external counsel on resolution of cases and recovery of claims.
• Managing potential litigations and overseeing cases filed by and against the Bank and coordinating with external counsel and cross functional departments on the resolution of the claims.
• Pursuing arbitration or alternative dispute resolution (ADR) mechanisms like mediation or negotiation to resolve legal disputes.
• Preparing legal documents, conducting legal research, collating evidence and facilitating preparation of in-house witnesses for pre-trial and hearing, prepare legal briefs and opinions in liaison with the external counsel.
• Maintaining accurate records of all legal matters and disputes and updating the litigation tracker on ongoing litigations being handled by external counsel on behalf of the Bank and providing reports as may be required.
• Update database of all non-debt recovery litigation to ensure the same is consistently updated and provide reports as may be required.
• Ensuring proper filing of and custody of legal documents, agreements and correspondence.
• Scrutinize fee notes raised by external counsel to ensure they are raised in accordance with our Service Level Agreement (SLA).

 Administrative Responsibilities                                                      

• Handling & exchanging daily correspondence with Branches & other Departments of the Bank
• Maintaining & constantly updating a record of the Bank’s Litigations and status thereof                                        
• Issuance of demand letter and Statutory notices to customers.
• Training staff on Debt Collection, Securities and other matters of a legal nature in liaison or collaboration with external counsel.
• Represent the department in certain meetings when called upon and as delegated from time to time.
• Any other duties as assigned from time to time.
• Conducting workshops for specific needs of business units
• Representing the DRU & Special Assets Department in Company projects that require legal input.
• Responsible for providing legal counsel to the DRU &Special Assets team, participating in strategic initiatives, providing subject matter expertise (in particular, on credit, insolvency and bankruptcy issues) and interpretations of relevant laws, rules, regulations, and industry practices, and advising business management on legal matters impacting the business 
• Provides legal support to DRU & Special Assets in its evaluation of distressed situations, including assisting in overall strategy and review of credit/collateral documentation 
• Working with the DRU & Special Assets Team for the recovery and collection of a portfolio of Non-Performing Loans and ensure the bank gets back monies owed
• In liaison with Head of legal, instructing external lawyers to sue for recovery of outstanding debts if unsecured or when appropriate
• Developing and implementing effective defense strategies, arguments and testimony in preparation for legal proceedings of cases in liaison with external lawyers and assist in the preparation of the required pleadings and regularly update the litigation report. Constant evaluation and monitoring of the Litigation turnaround time (TAT) and liaising with the Company’s external Lawyers in this regard. Attend the Court hearings of critical cases filed by and against the Bank
• Assist in drafting and reviewing bank-wide legal related documentation for use by the Company including loan securities, leases and contracts, and constant evaluation & monitoring of the agreements that the Bank is party to mitigate legal risk of non-compliance with continuing obligations 
• Providing legal advisory services to the DRU & Special Assets  and guiding the team in ensuring implementation of the legal requirements. 
• Liaising with investigators, valuers, debt collectors & external lawyers on debt collection, and instructing external lawyers to sue for recovery of outstanding debts if unsecured or when appropriate, and when required, representing the Bank in courts, tribunals arbitrations & other legal fora
• Monitoring and following up on emerging legislation as well as advising the Bank on the impact of existing and newly enacted legislation on the Bank’s overall activities, and providing guidance to management and the Bank on the law, legal matters, rules and regulations affecting the Bank, its projects and its operations and ensuring legal compliance thereof
• Periodically assess the advocate’s performance against the SLA signed between the Bank and the Advocates.
• Training and capacity building fora for SBM Bank staff members, and managing legal opinions and FAQs to staff

General Legal Advisory and Legal Risk Management

• Providing strategic legal advice on a range of legal issues impacting the Bank including analyzing, identifying and advising on legal risks
• Ensuring that customer KYC processes and account transactional legal issues (searches on institutions, advisory on account opening KYC processes and documents, etc) have been well undertaken.
• Ensuring compliance with applicable laws, regulations and internal policies and staying updated on legal and regulatory changes
• Render legal guidance to Corporate and Retail units on matters relating to bank policies, processes and procedures on all queries received with a view to mitigating legal and reputational risks.
• Create legal awareness to the various business units of the Bank on major legal reforms and emerging legal areas affecting the usual banking business.

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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.