Vacancies at SBM Bank

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 SUMMARY:

To constantly and consistently deliver exceptional sales results for the Retail Banking Division. This will be achieved by planning, developing, implementing and analyzing 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

• 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.

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JOB SUMMARY:

To work closely with frontline relationship managers and SME portfolio managers playing a key role in marketing treasury products to clients and to deliver the FX SME & Retail set budgets as well as Synergize with Branch network.

KEY RESPONSIBILITIES:

• Working closely with SME portfolio managers, RMs and BMs to push for FX business.
• Ensure the branches meet the set targets by developing a clear concise and focused sales plan based on existing treasury sales strategy highlighting the activities to be carried out.
• Strategic Planning for Marketing FX Treasury Products with Branches. 
• Execution of retail/SME sales FX strategy to aim at growing market share and revenue targets.
• Co-ordination of FX training and support on forex to all Branches.
• Handle day –to- day treasury related queries from branches/clients.
• Manage, coach and develop a high-performance sales team to meet set deliverables.
• Engagement with Branches and customers on a daily basis on current market trends.
• Increase number of clients.
• Reactivation of client accounts.

KEY RELATIONSHIPS:

Direct Reports to this Position:

• Retail & SME manager

Customers of this Position:

• All Departments in the Bank
• All the Branch Heads, FX Champions at the branches

Knowledge; Skills and Experience required for this Role

• Bachelor’s degree.
• Minimum of (1) year experience for degree holders and minimum (2) years experience for diploma holders.
• Proficiency in Microsoft Office Suite.

Competencies required for this Role

• Dynamic, analytical and self-driven individual with the ability to work under pressure.
• A passion for performance, team play and achievement in a competitive and dynamic environment.
• Hardworking, strategically minded individual with excellent communication, analytical and interpersonal skills.
• Ability to interact well with all levels of management and staff.
• Must have excellent leadership, organizational, and planning skills.

Problem Solving 

• The person should have the ability to identify a customer need or problem and offering suggestions that will effectively solve the problem within the shortest time possible.
• Aids in the arbitration of branch-forex related issues with the respective Branch Managers/ABMs.

Accountability

• Delegated Authority.

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JOB SUMMARY:

To ensure that the Bank adheres to and is compliant with all the relevant laws and regulations e.g. Banking Act, Prudential Guidelines, Employment Act, etc. that govern the Bank's business and other related activities.

KEY RESPONSIBILITIES:

Oversight Compliance - 70%

• To research and keep abreast of any changes to laws and regulations and ensure the management and the Board are updated; 
• To actively participate in industry forums and workshops so as to keep abreast with new developments, best practices and/or changes in the laws and regulations;
• To advice and ensure that any changes to the regulatory reporting requirements are noted and tracked for compliance.
• To maintain a register of all regulatory and statutory requirements that the Bank is obligated to adhere to and the respective internal owners;
• To prepare and implement a detailed work plan to regularly review and assess the status of compliance with all the relevant laws and regulations through on-site and off-site reviews of business units and departments.
• To regularly assess the status of compliance with all the relevant laws, regulations and policies identified in the Regulatory and Statutory Compliance register;
• To ensure the Bank’s policy and procedures in place are in tandem with the regulatory requirements.
• To participate in the review and or development of new or existing policies and procedures of the Bank as may be required.
• To liaise and collaborate with the Risk and Internal Audit departments to identify areas of non-compliance and ensure adequate follow up to have the issues closed.

Reporting - 15%

• To review all regulatory returns submitted to the Regulator & other statutory bodies to confirm that the Bank is compliant.
• To prepare regular reports providing updates on matters related to compliance with statutory and regulatory requirements;
• To assist in the preparation of papers for the Management and Board giving updates on the status of compliance with the relevant laws, regulations;
• To cooperate and facilitate the provision of ad-hoc reports and or information to the regulators as and when required.

Leadership & Stakeholder Management - 15%

• To review all regulatory returns submitted to the Regulator & other statutory bodies to confirm that the Bank is compliant.
• To prepare regular reports providing updates on matters related to compliance with statutory and regulatory requirements; 
• To assist in the preparation of papers for the Management and Board giving updates on the status of compliance with the relevant laws, regulations; 
• To cooperate and facilitate the provision of ad-hoc reports and or information to the regulators as and when required.

KEY RELATIONSHIPS:

Direct Reports to this Position

No direct reports to this role at the moment. However, there is an expectation that the holder should be a subject matter expert and be able to demonstrate confidence to lead teams of peers, communicate and engage with senior members of staff e.g. Managers in all departments/units when undertaking compliance reviews or when called upon to do so.

Customers of this Position

• Board Risk Committee (BARC)
• Executive Management Committee (EXCO)
• Operational Risk Committee (ORCO)
• All Branches and Departments

Knowledge; Skills and Experience required for this Role

• At least 5+ years’ experience in a banking environment working in a similar role and with sound exposure to the various statutory and regulatory requirements.
• Bachelors’ degree.

Competencies required for this Role

• Leading teams
• Working with people
• Creating and Innovating
• Delivering results and exceeding customer expectations
• Planning and Organizing
• Learning and Researching
• Writing and Reporting

Accountability

• Delegated Authority

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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.