Universal Banker

Job Purpose

To drive growth in deposit, lending and transactional business by providing comprehensive financial solutions to both SME and Retail customers. The role integrates relationship management, sales, and service excellence to deliver a seamless customer experience, deepen wallet share and achieve profitability targets.

Key Responsibilities

Sales & Business Development 40%

• Proactively sell and cross-sell the Bank full range of products (accounts, loans, cards insurance, digital solutions etc.) to both SME and Retail
• Develop and manage a robust pipeline of prospects through active fieldwork, networking, referrals and digital channels.
• Achieve set sales and revenue targets for deposits, loans and non-funded income.
• Conduct needs analysis to match customer financial goals with suitable Bank solutions.
• To monitor performance reports for the branch sales performance and bank products.
• To grow the bank's market share and Non-Funded Income for the specific retail & business segment(s).
• To initiate, sponsor and champion new branch activations, product launches, internal and external campaigns and CASA related events

Relationship Management 30%

• Maintain regular contact with existing customers to ensure satisfaction, resolve complaints promptly, and identify opportunities for up-selling and cross-selling.
• Serve as the primary relationship contact for the assigned SME and Retail clients, providing tailored financial advice and solutions.
• Deepen relationship by promoting digital adoption and increasing product penetration per customer.

Customer experience 10%

• Deliver consistent, high quality service experience across all customer touchpoints.
• Ensure all customer requests, enquiries and issues are resolved within the set SLA.
• Promote self-service and digital banking usage among customers.

Risk & Compliance:

• To maintain operational risk management guidelines to ensure compliance standards are consistently met.
• Strictly adhere to the prudential guidelines - KYC, AML and compliance requirements in all customer interactions.
• To continuously review business operational policies and procedures to ensure adherence.
• Monitoring the branch portfolio at risk (PAR) to be within the accepted bank standards. Ensure accuracy and completeness during credit assessment.

Market Intelligence:

• Monitor competitor activity, customer trends and emerging opportunities in the SME and salaried segments.
• Provide timely reports on sales performance, market insights and customer feedback to management.
• Safeguard and promote the bank’s image with the public.

Key Relationships

Customers of this Position

Consumer & Business Banking Clientele

Knowledge; Skills and Experience required for this Role

• University Degree preferably in a business-related field.
• 2 – 5 years banking experience with proven track record in establishment and management of relationships.

Competencies required for this Role

• Strong sales and negotiation skills
• Delivering results and meeting customer expectations
• Entrepreneurial and commercial thinking
• Deciding and initiating action
• Relating and networking
• Persuading and influencing
• Presenting and communicating information
• Leading and supervising
• Planning and organizing