SME / Universal Banker

Job Summary

To provide an excellent customer experience while delivering exceptional branch business growth and profitability. You will uphold compliance and control requirements, maintaining high standards for the bank.

Key Responsibilities

Business Growth (60% of time)

• Understand and implement strategic initiatives to increase new business and wallet share from existing customers.
• Maintain a clear understanding of all Retail and Business Banking products to satisfy customer needs.
• Manage portfolio risks in line with the bank’s portfolio appetite.
• Collaborate with other business functions (Direct Sales, Asset Finance, CIB, Bancassurance) to maximize cross-selling and customer profiling.
• Conduct product reviews and development with the Branch Manager, Industry Heads, and Products, using market feedback.
• Continuously gather market intelligence to identify new markets, customer trends, and regulatory changes.
• Contribute to the branch sales strategy and plan marketing approaches for new business.
• Actively grow your own portfolio and cross-sell to meet set targets.
• Address customer issues and complaints promptly, escalating as needed for timely resolution.
• Ensure quality sales and new-to-bank accounts are funded at onboarding.
• Monitor performance against targets daily and initiate action plans for shortfalls.
• Operationalize campaigns with the Branch Manager and business teams.
• Always ensure excellent customer experience through strict turnaround times (TAT) and high service standards.
• Do not advise existing customers to open similar accounts in other branches to move funds, or close accounts in other branches to re‑open similar ones.
• Perform account re‑streaming in line with bank policy.
• Together with the Branch Manager, create ownership of branch performance targets and align execution plans to the bank’s strategy (Growth, Transformation, Returns).

Internal Controls & Risk Management (10% of time)

• Adhere to all bank policies and procedures when handling products.
• Follow KYC and AML processes for new and existing business, ensuring proper documentation.
• Comply with Operations Risk requirements to avoid losses from operational lapses.
• Manage costs within your area of operation.
• Effectively carry out branch snap checks as assigned by the Assistant Branch Manager.
• Ensure new business is correctly booked and all income (charges, commissions, fees) is collected per the current tariff.
• Capture accurate customer information in the core banking system.

Customer Experience (20% of time)

• Maintain excellent customer experience at all times.
• Achieve set turnaround times for account onboarding and loan processing.
• Promptly assess and act on customer issues and complaints, escalating when necessary.
• Strictly adhere to set turnaround times for responding to customer queries by phone, email, or letter.
• Keep customer data up to date.
• Maintain branch Net Promoter Scores (NPS) per set standards.
• Coordinate with the Branch Manager on initiatives to gather customer feedback and advise leadership on improvements.
• Monitor service to ensure customers are served within acceptable waiting times, with work plans for peak and off‑peak periods.

Capacity Building & People Management (10% of time)

• With the Branch Manager, Assistant Branch Manager, and colleagues, create a conducive work environment, teamwork, and succession opportunities to maximize productivity.
• Ensure e‑learning and internal training activities for yourself and direct reports are completed within set timelines.
• Determine and manage training needs analysis and your own succession planning.
• Manage your own leave in close coordination with your Line Manager.

Qualifications

A business‑related degree.

Preferred Experience

• Familiarity with various banking products and services, including checking accounts, savings accounts, loans, and credit cards.
• A solid track record of achieving sales targets and the ability to drive sales to deliver excellent results set by the bank.

Knowledge and Skills

• High attention to detail and a strong sense of urgency.
• Flexibility and adaptability to meet the challenging demands of the role.
• Ability to work under pressure and to tight timescales while producing high‑quality output.
• Ability to deal with and relate well with staff at all levels.
• Strong focus on internal customer service excellence.