Job Vacancy at Standard Bank Group

Job Details

Retail & Business Banking

Job Purpose

• Provide Strategic leadership in establishing and implementing the agency banking model in line with the Bank’s overall objectives of providing customers with alternate channels of service while achieving cost efficiency.
• Overseeing processes in recruitment, training and supervision of all agents attached to the branch network.
• Grow and manage the agent recruitment and distribution network across Kenya within the stipulated regulatory framework as provided for by the Central Bank of Kenya prudential guidelines.
• Assume ownership of Agency Banking strategic initiatives that will be aligned to PBB strategy on multi-channel architecture.
• Ensure commercial and operational readiness of Agency Banking by facilitating strategy formulation and execution.
• Research new business initiatives for Agency Banking.
• Be responsible for the channel’s profitability.
• Effective leadership and people management to support daily operational activities.
• Ensure that all people management, operational risk management, and customer service management processes are adhered to.
• Serve as subject matter expert for channel optimization by coordinating inter-channel dependencies.
• Development of relevant SLA to ensure high standards of service and world class customer experience.
• Represent the Bank in industry forums relevant to Agency Banking.

Key Responsibilities/Accountabilities

• Sales and Service: 55%
• Recruitment of agents.
• Managing stakeholder relationships.
• Revenue growth through driving transaction volumes.
• Build and manage relationships with key corporates/Agents.
• Monitoring of agency activities /transactions and ensure that complaints / queries are resolved within SLA.
• Lead channel migration to drive agent transactions by developing value add services to be conducted on POS, mobile phone/tablet.
• Develop tailor made cash management solutions on the agency platforms to meet individual corporate entity needs.
• Analyze market dynamics and intelligence, changes and competition to make the agent business ahead of the competition with relevant solutions.
• Monitor availability and reliability of the systems for seamless agent transactions and escalate down time issues to support teams for prompt resolution.
• Supervise the sales and support teams and ensures SLAs are met.
• Promote brand visibility through marketing and communication.
• Manage agent compensation structure while making sure that the same is optimal for the bank.
• Ensure continuous improvement in overall agency banking for improved customer experience.
• Identify priority entities for potential new business/partnerships.
• Research; identify needs for new products for customers.
• Compliance, Governance and Controls 20%
• Update risk assessment reports on agency operations.
• Ensure adherence to policies and procedures on provision of services through agents.
• Appraisal of agents to establish their potential based on KYC procedures, financial ability, business prospects, personality, social standing in the community and other criteria as shall be established from time to time.
• Training of agents and bank staff
• Ensuring that the agents comply with CBK prudential guidelines as well as contractual obligations with the bank.
• Development of standard operating procedures for Agency Banking and ensuring adherence/compliance.
• Ensure that the bank complies with all the requirements of Agency Banking in line with CBK requirements.
• Business Management, People and self-development 25%
• Day-to-day coaching and co-ordination of staff to ensure delivery of objectives
• Build strong relationships with the Branch network to ensure team work and extraction of value from the agents linked or near their branches.
• Share knowledge and experiences with network staff of all functions
• Provide Cover For Other Team Members When Required To.
• Agree annual performance objectives with the team leader and other team members.
• Pursue continued improvement in personal development by participating in development programs and training.

Preferred Qualification And Experience

• University degree in a relevant field.
• 3 year commercial qualification or a technical qualification; and Accreditations.

Experience

• At least 10 years banking experience.
• 5 of which in retail banking in managing PORs spread across the country.
• 5 of which must have been in a senior management role.

Knowledge/Technical Skills/Expertise

• Knowledge of the bank’s products, services and policies required to undertake the role:
• The jobholder will be required to have a detailed knowledge of the core set of Retail Products and Services.
• For products, a good knowledge will be required sufficient to:-
• Recognize the changing needs of the customer.
• Identify products/service that best satisfies customer need.
• Introduce the products/services in the agency network.
• Co-ordinate the introduction of the relevant products.
• Deal with any issues arising as required.
• A good knowledge of the products & services available in bank functions is also required to satisfy the individual financial needs of business owners/key individuals.
• The jobholder will require a broad understanding of policies and strategies across the Group as they relate to the demands of the customer base.
• Training likely to assist effectiveness in the role, and which may have been completed prior to undertaking this role:
• Relationship Management
• Presentation, influencing and negotiating
• Communication & Marketing
• Business Management

Additional details of exceptional aspects of the demands of the role:

• Required to form relationships with customers, therefore minimum tenure will be 2 years.
• The jobholder will need to be able to communicate in such a way as to ensure their ongoing credibility when dealing with business owners or directors of entities.
• The jobholder’s portfolio will consist of a full range of Companies , including the more challenging customers, who will often be subject to competitive approaches from other banks and service providers.
• The Business development activity will be similarly demanding.
• Business/ Technical Knowledge
• Financial Management
• People Management
• Personal Banking knowledge
• Technical acumen
• Intellect
• Analytical skills
• Strategic thinking
• Qualitative abilities