Vacancies at SBM Bank

JOB SUMMARY:

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 RELATIONSHIPS:

Strategy - 35%

• 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 - 45%

• 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: - 10%

• 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: 10%

• 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.

KEY RELATIONSHIPS:

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 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

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JOB SUMMARY:

Efficient system uptime and fraud real time monitoring on all alternate channels customer self-service platforms, review & timely intervention of any failing customer transactions and fast track escalation to relevant department of any customer complains on suspicious transaction activity using set fraud detection tools. Timely escalation of the suspicious activities and downtime on alternate channels to the relevant stakeholders for resolution. Consistent excellent & proactive service to our customers on our channel applications to maintain excellent user experience.

KEY RESPONSIBILITIES:

Transaction Monitoring (Alternate channels Fraud monitoring) - 100%

• Pick out prepaid cards receiving many small value of equal amounts which are normally associated with online scams
• Efficient system uptime monitoring of alternate channels application as per set parameters
• Timely and efficient first level resolution and escalation of all customer complains on suspicious transactions to all relevant stakeholders and follow up for resolution.
• Flag customers transacting/performing international money transfer transactions which are cumulatively high value.
• Flag initially blocked cards performing transactions.
• Flag transaction from different locations (towns or cross border) for the same card as well multiple withdrawals by customer on different locations
• Accurate & timely Preparation of daily reports on Mfukoni transactions, suspicious transactions and resolution offered.
• Proactive first level root cause analysis on any system downtimes, transaction failures and tracking for stakeholder engagement on long-term solutions.
• Detects suspicious activities when an account is receiving funds and after few days, sent the money outside the bank with one or several payments  Report Login to way4 out of business hours and before cut off times.
• Flag all transactions exceeding the various limits set for the various card products. The alerts applies for instances where the established limits in the system fails to work.
• Detect one account being debited to credit so many accounts over a short period of time as well as one account credited by so many accounts within short period of time.
• Flag all transactions exceeding the various limits set for the various card products. The alerts applies for instances where the established limits in the system fails to work.
• Flag all debits on M-pesa float with no corresponding entry on customer account.
• Detect any heightened activity on digital channels such as an account with up to 5 subsequent transaction done with 5 minutes.
• Flag Inactive account recently linked to Mfukoni activated to perform surge in transactions across all available alternative channels.
• Detect Suspicious Phone numbers on transacting on Mfukoni severally within as short period of time.
• Detect any customer transaction out of norm based on past historical transactions.
• Checking and comparing Transacting phone number on Mfukoni not matching Flex cube phone.
• Ensure that all failed card loads are escalated to card ops and loaded by close of business.

KEY RELATIONSHIPS:

Direct Reports to this Position

• None

Customers of this Position

• IT, Customer Experience, Card & Central Operations, Remittances, Digital banking Business, & Branches.

Knowledge; Skills and Experience required for this Role

Job Knowledge

• Knowledge of digital channels within the banking industry.
• Demonstrated ability to engage people effectively.
• Effective written and verbal communication.
• Ability to work in a team.
• Strong analytical skills with competence in excel required to analyze and organize multiple complex data sets.
• Computer literacy essential.
• Customer service experience essential.

Job Experience

• 1-year experience in banking.

Education

• Bachelor’s Degree
• Computer literacy (Microsoft excel Competency compulsory)

Competencies required for this Role

• Adhering to principles and values
• Applying expertise and technology
• Analyzing
• Writing and reporting
• Planning and organizing
• Presenting and communicating information
• Achieving personal work goals and objectives

Budgetary Responsibilities

• None.