Job Vacancies at HCS Africa - 2 Positions

The Relationship Manager is primarily responsible for servicing and managing client relationships under Platinum Banking by engaging them, identifying their needs and providing them with the appropriate products, services and solutions from the entire range of Banking products.

The Relationship Manager is responsible in driving profitable revenue and volume growth from their portfolio with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby increasing customer share of wallet with the Bank.

Main Accountabilities & Approximate Time Splits %

1. Relationship Management & Customer Service (45%)

• Provide HNW clients with personalized service so as to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.
• Identify financial and non-financial requirements of UHNW clients by conducting financial needs analysis
• Ensure clients are aware of all the Privileges & Solutions offered under Platinum Banking
• Ensure clients are aware of all financial services offered by the bank
• Use systems effectively for customer contact management, sales and service activity
• Ensure delivery of service promise and practice brand values
• Minimize client attrition
• Ensure set Complaint Management processes are followed and TATs are met

2. Business Development (45%)

• Source New Business from Platinum clients through referrals, marketing activities and personal contacts
• Develop the Platinum banking customer base and expand the unit’s business growth through marketing of the platinum banking products and services.
• Enhance Platinum Banking sales/ revenues and promote cross selling of bank products to all existing clients
• Achieve Revenue goals , Sales and Portfolio growth targets across a range of products and services
• Achieve Product Holding per customer growth targets
• Ensuring revenue growth through customer acquisition, new need identification, product cross-sell and re-engineering increased product usage for existing clients.
• Participate in Corporate Bank, SME and Institutional Bank customer calls for marketing initiatives.
• Offer guidance to direct report/reportees through mentorship.
• Develop training programs for direct reports and conduct branch product trainings
• Complete training programs allocated in line with your Role

3. Controls 10%

• Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
• Strong responsibility for ethical selling to customers with complete disclosure about products and services
• Ensure Portfolio allocated is closely monitored and actions recommended are diligently executed
• Ensure required approvals are obtained before authorizing payments
• Monitor overdrawn accounts/ overdue loans or card payments and follow up for clients to regularize
• Ensure accounts are not overdrawn without authorization
• Adhere to set processes and procedures

Qualifications:

• Bachelor’s degree in a business related field
• Master’s Degree will be an added advantage
• Customer Relationship Management Course
• Communication Skills
• Customer Focus
• Negotiation Skills
• CISI Certified Level 1 will be an added advantage

Work Experience:

• Minimum 5 years’ experience in similar job with a financial services institution.

Skills required

Technical skills

• Knowledge of Banking and Business Operations: Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures
• Audit Standards and Legislations: Good knowledge of International Accounting and Audit Standards, and Legislations
• Compliance and Regulatory Framework: Good understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KRA, KIB, etc.
• Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail
• Intricate understanding of products pertaining to HNW customers both internal and external (competitors)
• Basic market knowledge of various investment vehicles / markets/ economics
• Strong interpersonal skills and cultural sensitivity
• Team player with ability to train, develop and mentor junior staff
• Relationship Management skills
• Networking Skills

Personal attributes

• 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, lead and build motivated teams
• Results and Achievement Oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others he leads
• Personal Ethics: Must be honest, fair, just but firm with himself, and of high integrity
• Negotiation Skills: Must be a good negotiator, particularly in changing behavior and work practices but always Win/Win
• Extrovert/ Amiable personality5 products and services
• Leverage on synergies with SME, Corporate & Institutional Banking to grow client base

Working Relationships:

Internal

• Interact with product managers/ line managers to constantly provide feedback on competition and client response on products and services
• Leverage on synergies with SME, Corporate & Institutional Banking to grow client base

External

• Interact with External Investment Products Service Providers to ensure that clients’ needs and expectations are constantly met
• Ensure client service expectations are constantly met
• Interact with Alliance Partners to ensure clients enjoy lifestyle benefits that they are entitled to as well as attend exclusive events

Asian Candidates are encouraged to apply

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To provide powerful branch leadership, deliver exceptional branch business growth, customer service and profitability, through identifying and developing business opportunities for all the Bank products to include; Personal Banking, SME Banking, Asset Finance, Institutional Banking, Corporate & Commercial Banking, Bancassurance, Bank Securities and efficiently manage customer accounts to guarantee a clean book with high retention.

Responsible for the day to day running of the branch, keeping high level of bank standards and management controls.

Key Responsibilities:

1. Financial Growth, sales growth, business development and profitability – 50%

• Formulate and implement sales plans/strategy for the branch aimed at increasing new business and share of wallet from existing clients.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Collaborate and coordinate the development and implementation of sales initiatives with Service Delivery Managers, Asset Finance, Institutional Banking, Treasury, Corporate & Commercial Banking, Direct Sales Team, Bancassurance and Bank Securities to maximize on cross-selling opportunities.
• In conjunction with Head of Branch Business and Manager, Products Development, conduct product review and product development through constant feedback from the market.
• Harness existing and create new competencies in order to achieve competitive advantage.
• Continuously conduct market intelligence to identify new markets, customer trends, new government directives and changes in policy by regulators.

2. Customer Service- 15%

• Develop a strong customer relationship management system aimed at customer retention and maximizing on every relationship.
• Contribute to the branch business targets through strict TAT observance and high level service delivery standards.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.

3. Operations Management and Compliance – 15%

• Ensure that the Bank’s Policy is adhered to at all times when handling different products.
• Ensure branch performance reports are timely & accurate.
• Ensure adherence to all KYC & AML processes with regards to new business and that proper documentation is in place.
• Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
• Manage check referral process to ensure timely feedback.
• Ensure all relevant returns are submitted on timely basis.
• Ensure all fees and commissions due to the bank are collected.
• Accountable for branch cost management
• Ensure credit portfolio of the branch is in good health.
• Ensure that the branch achieves a minimum of ‘Satisfactory’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted.

4. Leadership 20%

• Build and develop a high performing and motivated team committed to achieving success.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Provide leadership to branch staff team by constantly offering training and guidance on the business expectations.
• Build, develop and motivate a high performance team in the branch, the staff morale to be rated good during audit.
• Help in resource planning, setting performance objective and providing regular feedback on branch performance.
• Maintain an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the bank values are upheld all the time by bank staff

Financial

Budgetary Control: All the branch Budget – Balance sheet and PBT

Direct Reports

• Direct Reports: 3-5
• Indirect Reports:7- 14 Staff

Qualifications:

• Bachelors degree in a business related field
• Masters Degree will be an added advantage
• AKIB or CPA (K), CSAPs,
• Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development 3 of which should be at a management level.

Skills required:

• Knowledge of Banking and Business Operations: Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures
• Risk Management: Ability to anticipate and mitigate risk by implementing appropriate Risk Management Policies for the Bank
• Audit Standards and Legislations: Good knowledge of International Accounting and Audit Standards, and Legislations
• Compliance and Regulatory Framework: Top notch understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KRA, KIB, etc.
• Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail
• Technology Skills: Knowledge of computerized banking applications and spreadsheets
• Credit Skills- Good Knowledge of personal and business credit underwriting and portfolio management

Personal attributes

• Results and Achievement Oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others he/she leads
• Personal Ethics: Must be honest, fair, just but firm with himself, and of high integrity
• Negotiation Skills: Must be a good negotiator, particularly in changing behaviour and work practices but always Win/Win. Negotiate with customers on our product offering
• Communication and Interpersonal Skills: well developed oral and report-writing skills, ability to work with, lead and build motivated teams
• Human Resources Management Skills: Leadership Skills, Team Building and ability to train, develop
  and mentor staff
• Setting Business Direction
• Inspiring business performance
• Thorough understanding of bank operations
• Build pride and passion
• Growing talent and capability
• Managing & developing yourself
• Delighting customers
• Protect and enhance the Bank’s reputation

Working Relationships: Internal/ External

• All Departments – for guidance and solutions to ensure all product and service offering SLAs are in place and are implemented/met.
• Clients – for guidance and solutions to enhance customer service standards and business growth..
• Central Bank of Kenya – for guidance and solutions to all issues with regard to reports submitted from the branch
• Community- The face of the bank in the operating market

Key success indicators

• Achievement of Financial Performance & Growth Targets.
• Achievement of customer satisfaction measured through the CSI1.
• Achieve high business retention and activity of accounts
• Product cross selling success.
• Achieve and grow talent through succession planning.
• Achievement of high staff satisfaction level.
• Achieve satisfactory audit report

Asian Candidates are encouraged to apply