Job Description

• Develop, expand and manage portfolio of SMEs clients to achieve set budgets within overall bank objectives
• Apply experience in SME Relationship Management to
• Improve and updates customer & prospect database,
• 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 SMEs customers’ short- and long-term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers.
• Pro-actively manage the portfolio to maximize revenue for the Bank (referring to fees, margins and sales), minimize costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately
• Ensure that SMEs customers are well informed with regards to lending application processes, credit maintenance processes and account conduct expectations
• Collaborate with all key stakeholders within the bank to ensure fulfilment of all deliverables.
• Actively engage Client Service Managers/and other support functions towards seeking customer excellence

Key Accountabilities (Duties and Responsibilities)

Financial

This position is responsible for achievement of the portfolio’s annual financial targets both Balance Sheet and Profitability.

Balance Sheet Growth

• Growth of deposits, both CASA and Fixed Deposits
• Growth of SMEs loans
• Growth of funded New to Bank accounts

Profitability: PBT

• Develop, maintain and expand relationship with SMEs clients with the aim of attaining quality asset book
• Ensure compliance with credit and regulatory guidelines
• Maintain SMEs clients NPL below regulatory percentage
• Contain PAR within bank set limit
• Sell and cross selling of bank digital, bancassurance, IPF, Forex and all Trade Finance products

Internal Business Processes

• Responsible for adhering to approved policies and procedures and providing feedback on the same so as to keep them competitive.
• Audit issues closed within the quarter of identification, or within the agreed time frames, whichever is shorter.
• Nil repeat findings
• 100% SLA Adherence
• 100% adherence to agreed turnaround times

Customer Management

• Driving customer satisfaction, developing and growing relationships with existing and potential customers, identifying opportunities for business development and guiding product development.
• Accurate real-time CRM data
• Customer satisfaction:
• Net Promoter Score
• CSI/RSI

Leadership and People Development

• Delivering the performance objectives set and managing his/her own learning and development to build capacity and avail him/herself for coaching and training opportunities.
• Level of own development plan maintenance.
• Own competency score.

Job Specifications

Academic:

Bachelor’s degree from a recognized accredited university.

Professional:

At least 5 years’ experience in Retail & SME Banking and Relationship Management experience in a Banking or Financial institution environment

Desired work experience:

• Proven track record of consistently achieving a portfolio’s financial growth.
• Experience in products, bank operations and customer experience is highly desirable.
• Knowledge of the local banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general Commercial Banking regulations and practices.

• Develop, expand and manage portfolio of SMEs clients to achieve set budgets within overall bank objectives
• Improve and updates customer & prospect database
• 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 SMEs customers’ short- and long-term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers
• Pro-actively manage the portfolio to maximize revenue for the Bank (referring to fees, margins and sales), minimize costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately
• Ensure that SMEs customers are well informed with regards to lending application processes, credit maintenance processes and account conduct expectations
• Collaborate with all key stakeholders within the bank to ensure fulfilment of all deliverables
• Actively engage Client Service Managers/and other support functions towards seeking customer excellence
• Responsible for achievement of the portfolio’s annual financial targets both Balance Sheet and Profitability
• Growth of deposits, both CASA and Fixed Deposits
• Growth of SMEs loans
• Growth of funded New to Bank accounts
• Develop, maintain and expand relationship with SMEs clients with the aim of attaining quality asset book
• Ensure compliance with credit and regulatory guidelines
• Maintain SMEs clients NPL below regulatory percentage
• Contain PAR within bank set limit
• Sell and cross selling of bank digital, bancassurance, IPF, Forex and all Trade Finance products
• Responsible for adhering to approved policies and procedures and providing feedback on the same so as to keep them competitive
• Audit issues closed within the quarter of identification, or within the agreed time frames, whichever is shorter
• Nil repeat findings
• 100% SLA Adherence
• 100% adherence to agreed turnaround times
• Driving customer satisfaction, developing and growing relationships with existing and potential customers, identifying opportunities for business development and guiding product development
• Accurate real-time CRM data
• Customer satisfaction: Net Promoter Score, CSI/RSI
• Delivering the performance objectives set and managing his/her own learning and development to build capacity and avail him/herself for coaching and training opportunities
• Level of own development plan maintenance
• Own competency score

• SME Relationship Management
• Customer Database Management
• Needs Analysis
• Financial Goal Exploration
• Portfolio Management
• Revenue Maximization
• Risk Minimization
• Customer Relationship Management
• Lending Application Processes
• Credit Maintenance Processes
• Account Conduct Expectations
• Stakeholder Collaboration
• Customer Excellence
• Balance Sheet Growth
• Deposit Growth
• Loan Growth
• Profitability Management
• Asset Book Quality
• Credit Compliance
• Regulatory Compliance
• NPL Management
• PAR Containment
• Cross-selling
• Digital Banking Products
• Bancassurance
• IPF
• Forex
• Trade Finance Products
• Policy Adherence
• Procedure Adherence
• Audit Issue Resolution
• SLA Adherence
• Turnaround Time Adherence
• Customer Satisfaction Measurement
• Business Development
• Product Development Guidance
• Performance Objective Delivery
• Learning and Development
• Coaching and Training
• Development Plan Maintenance
• Competency Development

• Bachelor’s degree from a recognized accredited university
• At least 5 years’ experience in Retail & SME Banking and Relationship Management experience in a Banking or Financial institution environment
• Proven track record of consistently achieving a portfolio’s financial growth
• Experience in products, bank operations and customer experience is highly desirable
• Knowledge of the local banking industry, banking products, banking services and banking regulations
• Sound working knowledge and understanding of general Commercial Banking regulations and practices