Job Description
JOB PURPOSE
The Relationship Officer, reports to the Senior Relationship Manager and is responsible for developing and maintaining pro-actively a healthy portfolio by supporting the group-related businesses as well as developing new business opportunities for the bank.
KEY RESPONSIBILITIES
• Strategic input and planning
• Sales, Business Development and Relationship Management
• Marketing support
• Delivering exceptional customer experience
• Compliance
MAIN ACTIVITIES
Strategic input and planning:
• Contributes to the completion of the Trade Finance & Corporate Banking departmental operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on growth objectives;
• Prepares a personal action plan that contributes to the overall departmental budget.
Sales, Business Development & Relationship Management:
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the department remains competitive and promptly reacts to changing market conditions and customer needs;
• Develop a focused relationship management approach, which increases the ability to increase the flow of business and generate deposits, lending, and revenues from existing and new customers in line with the enterprise strategy;
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines, and appropriate provisions of the Banking Act with respect to lending;
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise;
• Actively market and develop the banking products to existing and prospective clients to grow the wallet share;
• Manage relationships of key accounts while tapping on their share wallet through cross-selling and upselling;
• Business development through recruiting new key accounts while harnessing their value chains;
• Migration of customers to digital channels to ensure ease of service
Marketing support:
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners;
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank;
• Understand and provide clear direction to the department based on market analysis of local area consumer trends and competitor offerings;
• Support product specialists and the sales teams in marketing of initiatives and other products to local businesses.
Delivering exceptional customer experience:
• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost’;
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet;
• 360 degree understanding of clients financial needs and all bank products and services;
• Regular client visits/presentations and meetings with visit reports;
• High-level negotiation to get new and additional business;
• Reparation of various reports including customized client proposals according to client needs;
• Coordination with various departments like credit, treasury etc. for delivery of seamless service to client;
• Ensuring uptake and utilization of digital channels;
• Follow up to ensure that customer tools are processed and delivered on time
Compliance:
• Contributes to the flow of staff communications, by attending regular staff meetings – morning huddles and weekly progress meetings;
• Adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Monitor and ensure compliance of facility covenants to ensure performance and profitability;
• Provide regular call reports for all facilities to enhance our Monitoring & Evaluation;
• Monitor service delivery to bank customers to ensure high levels of efficiency and effectiveness;
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks;
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies;
• Compliance to the Environmental Social Management (ESM) policy and procedure in day to day business.
DECISION-MAKING AUTHORITY
• The role is highly guided by Standard Operating procedures.
• Appropriateness of products.
• Management of risk as per AML/CFT guideline.
ACADEMIC BACKGROUND
• University degree or above in a relevant business discipline e.g. business administration or finance;
• Master’s degree will be an added advantage;
WORK EXPERIENCE
• At least 2 years’ experience in the banking industry;
• Strong selling, communication and presentation skills with sales experience
• Excellent Communication and interpersonal skills
• Proven planning, co-ordination and time management skills
• Analytical and problem-solving skill
• Computer skills in word-processing, presentations and statistical analysis
SKILLS AND COMPETENCIES
• Strong selling, communication and presentation skills with sales experience;
• Excellent Communication and interpersonal skills;
• Proven planning, co-ordination and time management skills;
• Analytical and problem-solving skills;
• Computer skills in word-processing, presentations and statistical analysis
PROFESSIONAL CERTIFICATION
• Any Professional qualifications in ACCA, CPA(K);
• Diploma in Banking – AKIB (added advantage)