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SBM Bank Kenya is a leading and trusted financial institution with an international footprint, headquartered in Mauritius and positioned to offer an unprecedented banking experience in Kenya to niche Retail, SME and corporate clients. Following approval by the Central Bank of Kenya, the bank started its operations in Kenya in May 2017 and currently h...
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Job Purpose
The overall purpose of this role is to achieve business growth for the Bank by recruiting new clients, selling bank’s products within personal banking and cross-sell other products, channels and services of the Bank. To enhance relationships with existing customers with an aim to deepen and increase share of wallet.
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 set 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 to 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.
Customers of this Position
- Elite Clientele
- Personal/Workplace Banking Clientele
- Walk ins
Knowledge; Skills and Experience required for this Role
Job Knowledge
- Basic banking processes
- Business process
- Analyze credit and financial information.
Experience
- 1 year banking experience in related field
Education
- Graduate from an accredited University preferably in Business related course.
Competencies required for this Role
- Delivering Results and Meeting Customer Expectations
- Entrepreneurial and Commercial Thinking
- Working with People
- Relating and Networking
- Persuading and Influencing
- Achieving Personal Work Goals and Objectives
- Deciding and Initiating Action
- Planning and Organizing
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Job Purpose
The role holder will be responsible for delivering seamless world class customer experience across all customer touch points with utmost level of consistency & professionalism.
Key Responsibilities
Customer Experience
- Available and able to respond in a prompt, timely, friendly, supportive and helpful manner to all customers who walk into the branch and project a professional, warm and friendly image.
- Use sound judgment and take decisions that will meet customer expectations while striving to achieve a win/win outcome for the Customer and the Bank
- Ensure customers receive excellent and consistent service by providing fast, accurate, relevant and useful information, regarding all aspects of SBM Bank Products and Services in line with the customer’s feedback and needs to achieve a world-class customer experience at all times
- Ensure that all customer queries, problems and complaints related to the bank are completely and effectively resolved as a ‘One Stop Shop’ service
- Take responsibility for acting on, following up customer instructions proactively and keeping customers frequently updated on the status
- Avail customer instruments such as cheque books, prepaid, debit cards, mobile access and online access within agreed timelines
- To ensure that issues escalated arising from customer queries are resolved within 24 hours to maintain customer satisfaction & loyalty
- Eliminate recurring customer issues through Root Cause Analysis and maintain Service Improvement Action Plans which should be implemented in the “Kill the stupid rule habit”
- Uphold and maintain the SBM Bank Values.
Business Growth
- Drive revenue growth through revenue assurance and non-funded income
- Required to open, reactivate and retain set number of target accounts and cross sell full array of retail products while ensuring optimal channel utilization as per set targets.
- Deepen existing relationships and grow share of wallet/potential value within the Bank by recognizing and referring cross-sell opportunities through channel migration, cross sell and up sell of products and services that add value to the customer on the use of digital alternative channels.
Compliance and Audit
- Ensure that the branch look and feel is within set Customer Experience Standards including implementation of adherence to SBM Habits, Name tags (First Name Only), dress code – Clean Desk Policy and Floor Management of the banking hall
- Authenticate Customers identity and when positive, capture and update customer interactions accurately on CRM; when unable to validate, escalate interaction via CRM
- To ensure strict compliance with Branch Operations, Customer Experience Policy, Customer Service Standards and all other Bank Processes and Procedures so as to get It Right the First Time, every time for all branch staff
- Comply with respective Know Your Customer (KYC), KYP, KYT, Anti Money Laundering (AML) procedures and be alert at all times to unusual or possibly suspicious activity, and make an incident report to the Branch Manager, Customer Experience and Risk
Learning and Development
- Take responsibility to continually develop and learn, so as to improve personal performance in order to achieve individual, team and departmental SLA’s and KPI’s
Key Relationships
Customers of this Position
- External Customers
- Branch Colleagues
- Colleagues within Branch network and Central Office
Knowledge Requirements
Skills and Experience required for this Role
- Bachelor’s degree in any discipline with a minimum of second class honors
- Good Communication Skills (written and verbal)
- Customer service management processes and procedures MS proficiency – Excel, PowerPoint, word etc
Competencies required for this Role
- Working with people
- Adhering to principles and values
- Relating and networking
- Persuading and influencing
- Presenting and communicating information
- Writing and reporting
- Learning and researching
- Creating and innovating
- Delivering results and meeting customer expectations
- Following instructions and procedures
- Adapting and responding to change
- Coping with pressure and setbacks
- Achieving personal work goals and objectives
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JOB SUMMARY:
To constantly and consistently deliver exceptional sales results for the Retail Banking Division. This will be achieved by planning, developing, implementing and analysing sales plans to meet Bank sales objectives.
KEY RESPONSIBILITIES:
- Identify retail opportunity and prospects through systematic Prospecting, visiting and onboarding of new potential retail customers.
- Obtain all customer information, documents required to open an account and ensure KYC/AML compliance as per the Bank policy.
- Maintaining relationship with clients by providing support, information and guidance pertaining to the Bank product and services.
- Achieving sales targets within the set period. (Daily, Weekly and Monthly).
- Handling customer issues and complaints pertaining to allocated products and maintain professionalism as guided by the Bank policy.
- Obtaining timely, relevant market intelligence feedback useful for product development.
- Preparing regular sales activity and performance reports as required.
- Holding and participating on open days and product sales campaigns in line with the sales strategy.
- Recommending to the Business Development Team any business development opportunity for follow up.
- Be conversant with policies pertaining to all bank procedures.
Academic Qualifications
- Diploma/Degree preferably in business related field, working experience is an added advantage.
Personal attributes /Technical skills
- Communication and Interpersonal Skills: Ability to build rapport easily with customers, have well developed oral and report-writing skills, and have the ability to work with teams.
- Personal Ethics: Must be honest, fair, just but firm with self, and of high integrity
- Self-Driven & Motivated: Must be able to work without close supervision.
- Negotiation Skills: Must be a good negotiator, particularly in changing behavior and work practices but always Win/Win
- Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail
- Technology Skills: Computer Literacy
Employment Terms
- One year contract with a retainer and a variable performance based pay.
go to method of application »
JOB SUMMARY:
The overall purpose of this role is to achieve business growth for the Bank by selling products and services to SME’s within assigned market segments and by promoting and selling other products and services of the Bank to enhance value-added relationship with existing customers.
KEY RESPONSIBILITIES:
Strategy - 20%
- To support the branches in increasing business in the sectors and segments allocated.
- Ensure implementation of the SME Banking strategy in line with the allotted Sector / Segment and aligned to the overall strategy of the Bank.
Acquisition: Business Development -35%
- To onboard new customers so as to grow the Bank's liabilities, Assets and NFI
- To service existing customers so as to continuously grow the Bank's liabilities, Assets and NFI
- To increase product usage amongst existing customers in the portfolio assigned
- To increase account activity and utilization amongst existing customers in the portfolio assigned
- To ensure continuous engagement
- To play a key role in product development relevant to the SME Banking sector.
- To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times.
- To effectively manage and expand the relationships with existing SME banking clients and bringing in new partnerships so as to ensure business growth and continuity.
- To ensure continuous improvement in customer service and implementing effective retention of customers within the corporate banking framework.
Cross-sell, Retention & Servicing of Clients - 25%
- Provide advice on potential financial solutions based on identified need
- Understand and Resolve and where necessary, escalate client queries in a timely and appropriate manner
- Analyze financial requirements of customer and match with the Bank’s product offerings
- To grow the Bank's wallet share in the SME banking sector within the designated portfolio / segment.
- To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times.
- Develop and maintain strong working relations with all existing clients at key levels to optimize the utilization of approved facilities
- Ensure renewal of facilities such as overdrafts are undertaken in a timely manner and no limits expire / mature
- Ensure proper communication to clientele in respect to any changes in the Banks services or products
- Manage all facilities in the portfolio to maintain an acceptable PAR
- Ensure that the client has an active account by frequently reviewing the account to ensure that there are regular transactions depending on the nature of the clients business
Compliance - 10%
- To ensure compliance with both internal and external regulatory requirements.
- To work closely with risk and compliance units to ensure effective controls to mitigate against business risks associated with corporate banking.
Talent Management - 5%
- Ensure personal development
- Ensure development of the team by also effectively charting their career paths
- To safeguard and promote the bank’s image with the general public.
Other - 5%
- To safeguard and promote the bank’s image with the general public.
KEY RELATIONSHIPS:
Customers to this Position
- SME Sector Relationship Managers
- Regional Mangers
- Branch Manager
- Senior Relationship Officers
- Relationship Officers
- Analyst
- Credit Department
- Products and Verticals department
- Corporate
- Treasury
Knowledge; Skills and Experience required for this Role
- Bachelor’s degree from an accredited University preferably with a Major in Finance, Accounting, Marketing or Economics
- Excellent interpersonal skills
- Excellent communication and presentation skills
- Organizing and planning skills
- Information gathering, monitoring and analytical skills
- Problem analysis and solving skills
- Decision making skills
Competencies required for this Rol
- Emotional Intelligence; Dynamic individual with the ability to work under pressure.
- A passion for performance, building team play, and achievement in a competitive and dynamic environment
- Commercial awareness and customer focus
- Strong networking skills, for both internal and external networks
- Delivering Results and Meeting Customer Expectations
- Achieving Personal Work Goals and Objectives
- Entrepreneurial and Commercial Thinking
- Persuasion and Influencing
- Presenting and Communicating Information eloquently
- Team Player
Problem Solving
- Ability to maintain a quality Asset book
- Ability to handle customer complaints and expectations in a diplomatic way
- Ability to foster team work with colleagues to enhance a good working environment
- Ability to conduct oneself in a professional manner ensuring that the Bank’s image and reputation is protected
- Knowledgeable in analysing of statements of accounts and annual financial reports to ensure that the company’s earnings are correct in terms of industry and period of analysis
Accountability
- Ensuring timely submission of reports
- Ensuring seamless execution of tasks
- Ensuring adherence to the department’s SLA
- Ensuring a customer satisfaction/retention mechanism
go to method of application »
JOB SUMMARY:
The overall purpose of this role is to achieve business growth for the Bank by selling products and services to SME’s within assigned market segments and by promoting and selling other products and services of the Bank to enhance value-added relationship with existing customers.
KEY RESPONSIBILITIES:
Strategy - 20%
- To support the branches in increasing business in the sectors and segments allocated.
- Ensure implementation of the SME Banking strategy in line with the allotted Sector / Segment and aligned to the overall strategy of the Bank.
Acquisition: Business Development -35%
- To onboard new customers so as to grow the Bank's liabilities, Assets and NFI
- To service existing customers so as to continuously grow the Bank's liabilities, Assets and NFI
- To increase product usage amongst existing customers in the portfolio assigned
- To increase account activity and utilization amongst existing customers in the portfolio assigned
- To ensure continuous engagement
- To play a key role in product development relevant to the SME Banking sector.
- To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times.
- To effectively manage and expand the relationships with existing SME banking clients and bringing in new partnerships so as to ensure business growth and continuity.
- To ensure continuous improvement in customer service and implementing effective retention of customers within the corporate banking framework.
Cross-sell, Retention & Servicing of Clients - 25%
- Provide advice on potential financial solutions based on identified need
- Understand and Resolve and where necessary, escalate client queries in a timely and appropriate manner
- Analyze financial requirements of customer and match with the Bank’s product offerings
- To grow the Bank's wallet share in the SME banking sector within the designated portfolio / segment.
- To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times.
- Develop and maintain strong working relations with all existing clients at key levels to optimize the utilization of approved facilities
- Ensure renewal of facilities such as overdrafts are undertaken in a timely manner and no limits expire / mature
- Ensure proper communication to clientele in respect to any changes in the Banks services or products
- Manage all facilities in the portfolio to maintain an acceptable PAR
- Ensure that the client has an active account by frequently reviewing the account to ensure that there are regular transactions depending on the nature of the clients business
Compliance - 10%
- To ensure compliance with both internal and external regulatory requirements.
- To work closely with risk and compliance units to ensure effective controls to mitigate against business risks associated with corporate banking.
Talent Management - 5%
- Ensure personal development
- Ensure development of the team by also effectively charting their career paths
- To safeguard and promote the bank’s image with the general public.
Other - 5%
- To safeguard and promote the bank’s image with the general public.
KEY RELATIONSHIPS:
Customers to this Position
- SME Sector Relationship Managers
- Regional Mangers
- Branch Manager
- Senior Relationship Officers
- Relationship Officers
- Analyst
- Credit Department
- Products and Verticals department
- Corporate
- Treasury
Knowledge; Skills and Experience required for this Role
- Bachelor’s degree from an accredited University preferably with a Major in Finance, Accounting, Marketing or Economics
- Excellent interpersonal skills
- Excellent communication and presentation skills
- Organizing and planning skills
- Information gathering, monitoring and analytical skills
- Problem analysis and solving skills
- Decision making skills
Competencies required for this Rol
- Emotional Intelligence; Dynamic individual with the ability to work under pressure.
- A passion for performance, building team play, and achievement in a competitive and dynamic environment
- Commercial awareness and customer focus
- Strong networking skills, for both internal and external networks
- Delivering Results and Meeting Customer Expectations
- Achieving Personal Work Goals and Objectives
- Entrepreneurial and Commercial Thinking
- Persuasion and Influencing
- Presenting and Communicating Information eloquently
- Team Player
Problem Solving
- Ability to maintain a quality Asset book
- Ability to handle customer complaints and expectations in a diplomatic way
- Ability to foster team work with colleagues to enhance a good working environment
- Ability to conduct oneself in a professional manner ensuring that the Bank’s image and reputation is protected
- Knowledgeable in analysing of statements of accounts and annual financial reports to ensure that the company’s earnings are correct in terms of industry and period of analysis
Accountability
- Ensuring timely submission of reports
- Ensuring seamless execution of tasks
- Ensuring adherence to the department’s SLA
- Ensuring a customer satisfaction/retention mechanism
go to method of application »
JOB SUMMARY:
The overall purpose of this role is to achieve business growth for the Bank by selling products and services to SME’s within assigned market segments and by promoting and selling other products and services of the Bank to enhance value-added relationship with existing customers.
KEY RESPONSIBILITIES:
Strategy - 20%
- To support the branches in increasing business in the sectors and segments allocated.
- Ensure implementation of the SME Banking strategy in line with the allotted Sector / Segment and aligned to the overall strategy of the Bank.
Acquisition: Business Development -35%
- To onboard new customers so as to grow the Bank's liabilities, Assets and NFI
- To service existing customers so as to continuously grow the Bank's liabilities, Assets and NFI
- To increase product usage amongst existing customers in the portfolio assigned
- To increase account activity and utilization amongst existing customers in the portfolio assigned
- To ensure continuous engagement
- To play a key role in product development relevant to the SME Banking sector.
- To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times.
- To effectively manage and expand the relationships with existing SME banking clients and bringing in new partnerships so as to ensure business growth and continuity.
- To ensure continuous improvement in customer service and implementing effective retention of customers within the corporate banking framework.
Cross-sell, Retention & Servicing of Clients - 25%
- Provide advice on potential financial solutions based on identified need
- Understand and Resolve and where necessary, escalate client queries in a timely and appropriate manner
- Analyze financial requirements of customer and match with the Bank’s product offerings
- To grow the Bank's wallet share in the SME banking sector within the designated portfolio / segment.
- To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times.
- Develop and maintain strong working relations with all existing clients at key levels to optimize the utilization of approved facilities
- Ensure renewal of facilities such as overdrafts are undertaken in a timely manner and no limits expire / mature
- Ensure proper communication to clientele in respect to any changes in the Banks services or products
- Manage all facilities in the portfolio to maintain an acceptable PAR
- Ensure that the client has an active account by frequently reviewing the account to ensure that there are regular transactions depending on the nature of the clients business
Compliance - 10%
- To ensure compliance with both internal and external regulatory requirements.
- To work closely with risk and compliance units to ensure effective controls to mitigate against business risks associated with corporate banking.
Talent Management - 5%
- Ensure personal development
- Ensure development of the team by also effectively charting their career paths
- To safeguard and promote the bank’s image with the general public.
Other - 5%
- To safeguard and promote the bank’s image with the general public.
KEY RELATIONSHIPS:
Customers to this Position
- SME Sector Relationship Managers
- Regional Mangers
- Branch Manager
- Senior Relationship Officers
- Relationship Officers
- Analyst
- Credit Department
- Products and Verticals department
- Corporate
- Treasury
Knowledge; Skills and Experience required for this Role
- Bachelor’s degree from an accredited University preferably with a Major in Finance, Accounting, Marketing or Economics
- Excellent interpersonal skills
- Excellent communication and presentation skills
- Organizing and planning skills
- Information gathering, monitoring and analytical skills
- Problem analysis and solving skills
- Decision making skills
Competencies required for this Rol
- Emotional Intelligence; Dynamic individual with the ability to work under pressure.
- A passion for performance, building team play, and achievement in a competitive and dynamic environment
- Commercial awareness and customer focus
- Strong networking skills, for both internal and external networks
- Delivering Results and Meeting Customer Expectations
- Achieving Personal Work Goals and Objectives
- Entrepreneurial and Commercial Thinking
- Persuasion and Influencing
- Presenting and Communicating Information eloquently
- Team Player
Problem Solving
- Ability to maintain a quality Asset book
- Ability to handle customer complaints and expectations in a diplomatic way
- Ability to foster team work with colleagues to enhance a good working environment
- Ability to conduct oneself in a professional manner ensuring that the Bank’s image and reputation is protected
- Knowledgeable in analysing of statements of accounts and annual financial reports to ensure that the company’s earnings are correct in terms of industry and period of analysis
Accountability
- Ensuring timely submission of reports
- Ensuring seamless execution of tasks
- Ensuring adherence to the department’s SLA
- Ensuring a customer satisfaction/retention mechanism
Method of Application
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