Principle Accountabilities

Relationship Management &  Customer Service    

• Provide High Net Worth (HNW) clients with personalized service so as to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis.
• Ensure clients are aware of all the Privileges & Solutions offered under Ultimate Banking (for UB Clients)
• Ensure clients are aware of all financial services the bank offers- drive full service bank agenda.
• Use systems effectively for customer contact management, sales and service activity.
• Ensure delivery of service promise for improved customer satisfaction levels.
• Minimize client attrition.
• Ensure set Complaint Management processes are followed and TATs are met.

Business Development

• Source New Business from Personal Banking & Ultimate Banking clients through referrals, marketing activities and personal contacts.
• Develop the Ultimate Banking customer base and expand the unit’s business growth by marketing the Ultimate Banking products and services.
• Enhance HF Ultimate Banking & Personal Banking sales/ revenues and promote cross-selling of bank products to all existing clients.
• Achieve Revenue goals, Sales and Portfolio growth targets across a range of products and services.
• Achieve Product Holding per customer growth targets
• Ensuring revenue growth through customer acquisition, new need identification, product cross-sell and re-engineering increased product usage for existing clients.
• Participate in SME and Institutional Bank customer calls for marketing initiatives.
• Drive segment-based focus products agenda and conduct branch product trainings.
• Complete training programs allocated in line with your Role.

Key Competencies and Skills

Technical skills

• Knowledge of Banking and Business Operations: Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures
• Audit Standards and Legislations: Good knowledge of International Accounting and Audit Standards, and Legislations.
• Compliance and Regulatory Framework: Good understanding of the regulatory issues, reporting, and operational requirements provided by CBK, KRA, KIB, etc.
• Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail.
• Intricate understanding of products pertaining to HNW customers both internal and external (competitors).
• Basic market knowledge of various investment vehicles/markets/ economics.
• Strong interpersonal skills and appreciation for diversity.
• Team player with the ability to train, develop, and mentor junior staff.
• Relationship Management skills.
• Networking Skills.

Personal attributes

• Communication and Interpersonal Skills: Ability to build rapport easily with customers, have well-developed oral and report-writing skills, and have the ability to work individually and as part of a team.
• Results and Achievement Oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards.
• Personal Ethics: Must be honest, fair, just but firm with himself, and of high integrity.
• Negotiation Skills: Must be a good negotiator, particularly in changing behavior and work practices but always seek a Win/Win outcome.
• Extrovert/ Amiable personality. 

Minimum Qualifications, Knowledge and Experience

Academic Qualifications:

• Bachelor’s degree in a business-related field
• Master’s Degree will be an added advantage

Professional Qualifications:

• Retail Banking Associate (RBA UK)
• Customer Relationship Management Course
• CISI Certified Level 1 will be an added advantage

Work Experience:

• Minimum 3 years’ experience in similar job with a financial services institution.