Relationship Manager, Elite & Diaspora Banking - Nanyuki

Job Purpose

The job holder is responsible for providing a relationship-based offering to high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals. The job holder shall proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for the customer and providing financial solutions which meet the customer’s expectations in accordance with the segment value proposition. The job holder shall leverage the group’s reach & expertise resource capabilities to add value to both the customer and the bank and maintain a high level of integrity, professionalism and ethical standards whilst building valuable long-term relationships with customers.

Key Responsibilities

• Acquire new customers (high net-worth affluent individuals) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy and sales targets.
• Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
• Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
• Comprehensively explore customers’ short- and long-term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers. Appreciate the implications of the customers’ lifecycle position and priorities.
• Conduct a comprehensive calling/contact management programme for all customers within own portfolio supported by call reports that document the salient issues and future opportunities identified.
• Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
• Ensure that the Customer is central to the entire life cycle approach of maximising sustainable value add to both the Customer and the Bank.
• Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals.
• Place equal emphasis on investment (non-borrowing) and borrowing customers.
• Commitment to Service excellence and superior service delivery aligned to SLA’s and turnaround time commitments.
• Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimise ad hoc service requests. Assist with migration, Facilitate the migration of customers to self-service channels where appropriate.
• Ensure that customers are well informed with regards to lending application processes (e.g. vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g. minimum account balances, provision for debit orders and cheque payments, etc).
• Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable. Be prepared to articulate the value added if challenged on pricing.
• Ensure that qualifying customers (as defined by the Country segment value proposition) are timeously migrated from the Branch to the Elite Banking.
• Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
• Ascertain when customers require specialist advice and arrange appropriate introductions with specialists. Generate and pass on leads. Follow up to ensure that the customer is satisfied with the service received.
• Determine when new or existing customers require SME or Corporate expertise and arrange introductions accordingly. Interact and build strong working relationships with SME and Corporate colleagues to entrench the holistic customer relationship with the bank.
• Interact frequently and build strong working relationships with enabler and fulfilment functions (including credit specialists, product specialists and wealth specialists) to shorten turnaround times and SLAs are adhered to.
• Manage credit and operational risks in accordance with laid down policies and procedures.
• Take accountability for credit management of portfolio, including the completion of referral reports, taking action regarding exception reports to eliminate accounts in excess, ensure that all accounts are limitised and that reviews occur timeously.
• Establish and build knowledge and understanding of product and credit application processes to eliminate reworking and ensure acceptable turnaround times for customers.
• Maintain proper records (filing, update customer records on bank system, etc).
• Ensure limits are loaded, market segment codes are correct, and all fields are captured accurately on the system. Take responsibility for the integrity of all data pertaining to the portfolio.
• Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, faxes, queries and complaints, etc.
• appropriate Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy.
• Follow proper procedures when closing accounts, including the recovery of outstanding funds/fees and retention of cheque books/cards.
• Manage subordinate (Relationship Officer/ Transactional Banker / Private Banker’s Assistant) in accordance with HR performance management best practice recruitment/development/retention/reward & recognition.
• Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care and being considerate of other team members.
• Actively seek to improve others’ skills and talents by providing constructive feedback, coaching and training opportunities to develop their abilities.

Customers of this Position

• High Net worth individuals within the bank

Knowledge: Skills and Experience required for this Role Knowledge:

• Understanding of the high net – worth individual and affluent market – typical profile, lifestyle, financial needs, etc.
• Deep knowledge and understanding of segment value proposition.
• Sound knowledge of all products and channels relevant to this market, including qualifying criteria, product/channel features and benefits, pricing, product/channel combination possibilities and efficient product usage through self – service channels.
• Understanding of the bank’s product in respect of service level arrangements and the bank’s service provision networks.
• Understanding of which products are most required by high net – worth individuals and/or, most beneficial to this market as well as appreciation of which products are most profitable to the bank.
• Knowledge of equivalent competitor products and services.
• Working knowledge of SBM Bank Strategy, country strategy and segment strategy.
• Knowledge of local market environment and financial issues that may impact portfolio.
• Working knowledge of bank systems.
• Thorough understanding of credit principles as well as application and maintenance processes.

Experience:

• Banking experience, preferably dealing with high net – worth individuals in a portfolio context.
• Strong sales background.
• Experience in upholding the highest levels of service.
• Experience in completing credit applications successfully.

Skills:

• Relevant business/financial qualification.
• Interpret financial statements, assess sources of income and basic customer affordability calculations (debt to income ratio, loan to value ratio, installment to income ratio, etc.)
• Sell financial products on unique benefit to customer and not merely price, Use knowledge of product, local competitive differentiators and value proposition to persuade customers to bank with SBM Bank.
• Demonstrate high levels of computer literacy – able to capture/update customer database, successfully complete product/lending applications, ensure credit maintenance, etc

Competencies required for this Role

• Mature & professional demeanour.
• An effective networker at all levels, both inside and outside the bank.
• Ability to identify customers’ requirements for specialist financial/product expertise and advice.
• Articulate in the communication/presentation of financial solution and factual information to customers.
• Strong Communication, negotiation and persuasion skills.
• Independent, socially confident, quick to establish rapport and build credibility with customers.
• Fosters confidence among customers.
• Ability to listen and probe customer responses effectively to ensure proper understanding of needs.
• Advanced sales and consulting skills.
• Achievement orientated, embracing and achieving challenging targets.
• Self – motivated and energetic.
• Consistent, honest and trustworthy – demonstrating integrity.
• Ability to remain calm and focused under pressure and during conflict situations.
• Able to have difficult conversations with confidence – declining a pricing/rate concession, effectively communicating a declined loan application to customer without blaming Credit, etc.
• People management skills, including team building, team motivation, goal planning and optimising team skills to deliver results.