Latest Recruitment at SBM Bank

Job Purpose

To drive growth in deposit, lending and transactional business by providing comprehensive financial solutions to both SME and Retail customers. The role integrates relationship management, sales, and service excellence to deliver a seamless customer experience, deepen wallet share and achieve profitability targets.

Key Responsibilities

Sales & Business Development 40%

• Proactively sell and cross-sell the Bank full range of products (accounts, loans, cards insurance, digital solutions etc.) to both SME and Retail
• Develop and manage a robust pipeline of prospects through active fieldwork, networking, referrals and digital channels.
• Achieve set sales and revenue targets for deposits, loans and non-funded income.
• Conduct needs analysis to match customer financial goals with suitable Bank solutions.
• To monitor performance reports for the branch sales performance and bank products.
• To grow the bank's market share and Non-Funded Income for the specific retail & business segment(s).
• To initiate, sponsor and champion new branch activations, product launches, internal and external campaigns and CASA related events

Relationship Management 30%

• Maintain regular contact with existing customers to ensure satisfaction, resolve complaints promptly, and identify opportunities for up-selling and cross-selling.
• Serve as the primary relationship contact for the assigned SME and Retail clients, providing tailored financial advice and solutions.
• Deepen relationship by promoting digital adoption and increasing product penetration per customer.

Customer experience 10%

• Deliver consistent, high quality service experience across all customer touchpoints.
• Ensure all customer requests, enquiries and issues are resolved within the set SLA.
• Promote self-service and digital banking usage among customers.

Risk & Compliance:

• To maintain operational risk management guidelines to ensure compliance standards are consistently met.
• Strictly adhere to the prudential guidelines - KYC, AML and compliance requirements in all customer interactions.
• To continuously review business operational policies and procedures to ensure adherence.
• Monitoring the branch portfolio at risk (PAR) to be within the accepted bank standards. Ensure accuracy and completeness during credit assessment.

Market Intelligence:

• Monitor competitor activity, customer trends and emerging opportunities in the SME and salaried segments.
• Provide timely reports on sales performance, market insights and customer feedback to management.
• Safeguard and promote the bank’s image with the public.

Key Relationships

Customers of this Position

Consumer & Business Banking Clientele

Knowledge; Skills and Experience required for this Role

• University Degree preferably in a business-related field.
• 2 – 5 years banking experience with proven track record in establishment and management of relationships.

Competencies required for this Role

• Strong sales and negotiation skills
• Delivering results and meeting customer expectations
• Entrepreneurial and commercial thinking
• Deciding and initiating action
• Relating and networking
• Persuading and influencing
• Presenting and communicating information
• Leading and supervising
• Planning and organizing

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JOB SUMMARY: 

The overall responsibility for the Branch Manager is to oversee business development and operations of the Branch while ensuring staff engagement, customer satisfaction, profitability and growth in line with the Bank's strategy.

KEY RESPONSIBILITIES:

Business Acquisition - 60%

• To implement the Bank's business development strategy at branch level including growth in customer base with concurrent growth in branch liabilities, assets, products per customer.
• To formulate and implement branch business plans, forecasts, pipelines and budgets and ensure their control and periodic reviews.
• To support marketing initiatives, monitor and provide regular feedback on products performance and ensure branch staff are well versed with all the banks products.
• To maintain and submit the Branch Manager - Sales Activity Report on a regular basis as per the agreed SLAs.

Service Delivery - 10%

• To oversee customer service delivery, maintenance and improvement of service standards in order to ensure customer satisfaction and retention through effective use of tools provided such as the Customer Relationship Management platform.
• To implement and monitor the operational and business risks management guidelines for the branch to maximize profitability.
• To maintain the look, feel and physical security of the branch premises for the  benefit of staff and customers.
• To adopt and take responsibility for the daily operational routines as stipulated by the Branch Manager Daily Routine Guidelines (BM-DRG) without fail.

People Management - 20%

• To provide leadership, direction to the branch team.
• To build, develop and motivate a high performing team through performance coaching and use of the available performance management and talent management tools provided by T & OD.
• To identify training gaps and recommend on required training interventions.
• To propagate and uphold the SBM Culture and cascade the SBM Vision, Mission, Strategy, Values, 9 Habits and Core competencies to the branch team.

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 operational and business risks.
• To ensure implementation and compliance with operational policies and procedures.

KEY RELATIONSHIPS:
Direct Reports to this Position:

• Service Delivery Manager
• Relationship Managers and Officers

Customers of this Position:

• All Branch clientele

Knowledge; Skills and Experience required for this Role:

• Be a holder of Bachelors degree in Business related field.
• Professional banking qualifications such as AKIB will be added advantage.
• Knowledge of operational policies, procedures and legalities relevant to branch operations.
• At least 5 years' managerial experience in the banking industry.

Competencies required for this Role:

• Entrepreneurial and Commercial Thinking
• Leading and Supervising
• Relating and Networking
• Persuading and Influencing
• Presenting and Communicating Information
• Delivering Results and Meeting Customer Expectations
• Deciding and Initiating Action
• Planning and Organizing

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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 ad hoc 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 SLAs 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.

Customers of this Position

• High Net worth individuals within the bank

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.