Principle Accountabilities
Relationship Management and Customer Service      

• Provide 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 for clients by conducting a financial needs analysis.
• Ensure clients are aware of all financial services offered by the bank; drive a full-service bank agenda.
• Use systems effectively for customer contact management, sales, and service activities.
• Ensure delivery of service promises for improved customer satisfaction levels.
• Minimize client attrition.
• Ensure that set Complaint Management processes are followed and TATs are met.

Business Development

• Source New Business from clients through referrals, marketing activities, and personal contacts.
• Develop the customer base and expand the unit’s business growth through marketing of the banking products and services.
• Enhance HFC personal Banking sales and 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 holdings 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 cross-departmental customer calls for marketing initiatives.
• Drive segment-based focus on products and conduct branch product trainings.
• Complete the training programs allocated in line with your Role.

Controls

• Ensure that the target market selection criteria are adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements.
• Strong responsibility for ethical selling to customers with complete disclosure about products and services.
• Ensure the portfolio allocated is closely monitored and the actions recommended are diligently executed.
• Ensure the required approvals are obtained before authorizing payments.
• Monitor overdrawn accounts and overdue loans and follow up with clients to regularize.
• Ensure that accounts are not overdrawn without authorization.
• Adhere to set processes and procedures.

Key Competencies and Skills
Technical skills

• Knowledge of Banking and Business Operations: well-rounded 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 as provided by CBK, KRA, KIB, etc.
• Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen attention to detail

Personal attributes

• Communication and Interpersonal Skills: the 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 oneself, and of high integrity.
• Negotiation Skills: You must be a good negotiator, particularly in changing behavior and work practices, but always seek a win-win outcome.
• Excellent interpersonal skills  

Minimum Qualifications, Knowledge and Experience
Academic Qualifications:

• Bachelor’s degree in a business-related field

Professional Qualifications:

• CISI Certified Level 1 will be an added advantage

Work Experience:

• Minimum 5 years experience in a similar job with a financial services institution