Overall Job Purpose

The Relationship Manager - Personal Banking will be primarily responsible for servicing and managing client relationships in Personal Banking by engaging them, identifying their needs and providing them with the appropriate solutions from the entire range of HF Banking products. Driving profitable revenue and volume growth from their portfolio with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby increasing customer share of wallet with the Bank.

Principle Accountabilities

• 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 Personal Banking.
• Ensure clients are aware of all financial services offered by the bank- 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.
• Source New Business from Personal Banking clients through referrals, marketing activities and personal contacts.
• Develop the Personal Banking customer base and expand the unit’s business growth through marketing of the Personal Banking products and services.
• Enhance HF 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.
• Ensure that the target market selection criterion is 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 Portfolio allocated is closely monitored and actions recommended are diligently executed.
• Ensure required approvals are obtained before authorizing payments.
• Monitor overdrawn accounts/ overdue loans and follow up for clients to regularize.
• Ensure accounts are not overdrawn without authorization.
• Adhere to set processes and procedures.

Minimum Qualifications, Knowledge and Experience

• Bachelor’s degree in a business related field
• Master’s Degree will be an added advantage
• Retail Banking Associate (RBA UK)
• Customer Relationship Management Course
• Minimum 3 years’ experience in similar job with a financial services institution
• CISI Certified Level 1 will be an added advantage

Key Competencies and Skills

• Knowledge of Banking and Business Operations
• Audit Standards and Legislations
• Compliance and Regulatory Framework
• Conceptual and Analytical Skills
• 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 ability to train, develop and mentor junior staff.
• Relationship Management skills.
• Networking Skills.
• Communication and Interpersonal Skills
• Personal Ethics
• Negotiation Skills
• Extrovert/ Amiable personality.

Overall Job Purpose

The Relationship Manager - SME Banking to achieve business growth in the SME & Commercial banking segment. The role holder will have a holistic view of all accounts within his/her portfolio, using lead generation and account prioritization to cross sell Bank products and extract value from said portfolio whilst maintaining/ building customer relationship and account information.

Principle Accountabilities

Acquisition: Business Development

• To ensure growth of Branch SME portfolio (NFI, deposits and assets) through the acquisition of new to Bank customers through the Business sales officers and lead generation
• Actively generates referrals to all business partners in the bank to help meet the comprehensive financial needs of entrepreneurs or borrowing entity.
• To ensure acquisition of customers to digital channels i.e. Internet Banking, WHIZZ and other platforms.
• To effectively manage and expand the relationships with existing SME banking clients and bringing in new partnerships from existing portfolio so as to ensure business growth and continuity.

Portfolio profitability (Cross-sell & Retention)

• Grow SME customer portfolio size (Product per customer, Non-funded income, deposits and assets) by deepening existing customer relationships
• Ensure a clear retention plan for overall portfolio deposits and loans for the segment, to execute this plan in conjunction with the Branch Managers.
• Monitor account planning for all clients that will assist in advising on potential financial solutions based on identified needs
• Assist in Resolving client queries in a timely and appropriate manner
• Assist in collaborating with product specialists, to deliver effective customer solutions.
• Ensure Fulfillment of minimum customer relationship touch points – e.g., 1 visit every quarter and 1 call and email a month depending on customer segment
• Prepares and submits all reports may prepare management reports summarizing individual and team loan activity
• Ensure all customers are on-boarded on a digital platform i.e. WHIZZ, Internet banking
• Ensure Product Per Customer of 5 across the portfolio
• To understand nature of businesses, their life-cycles and the various product offerings that can be given to the customer.
• To evaluate credit proposals and ensure the credit applications process on a timely basis within the Bank’s set turnaround times.

Customer and Market:

• Maintaining/ Updating customer data on parameters such as Business turnover/ directors details etc.
• Ensure all customer engagements are recorded accordingly

Compliance:

• To ensure compliance with both internal and external regulatory requirements.
• To continuously follow business operational and credit policies ensuring their compliance.

Minimum Qualifications, Knowledge and Experience

• A Bachelor’s degree in any business related field from a reputable institution.
• 4-year experience in client relationship management in the banking industry.

Key Competencies and Skills

• Ability to work independently under strict deadlines.
• Good interpersonal and communication skills.
• Analytical and basic accounting skills
• Demonstrated good planning and organisation skills.
• Strong client relationship management skills.
• Selling, persuasion and negotiation skills
• Report writing and presentation skills.
• Team player and must have integrity.

Overall Job Purpose

The Branch Business Consultant - Personal Banking will be responsible for selling Liabilities and Assets in order to grow the Branch Business.

Principle Accountabilities

• Actively seek to grow the portfolio allocated and cross sell to ensure delivery of set targets.
• Have an understanding of all retail and Business banking products that could satisfy customer requirements.
• Ensure customers receive exceptional service by identifying and meeting their needs through provision of a range of products and services.
• Based on leads referred from within the branch and other sources such as listings, contact potential new customers and offer them packaged financial solutions based on assessment of their needs.
• Action any complaint received in accordance with procedures and SLA’s.
• Ensure accuracy of each new account application, loan document, mandate changes etc. Branch Business consultants will be held personally accountable for accuracy and quality of applications they submit.
• Follow end to end on account opening and loan processing. Escalate any items that exceed the agreed service level time lines or where there are unsolved KYC requirements to the Branch Business Manager.
• Achieve individual sales and service targets and support the achievement of team targets.

Minimum Qualifications, Knowledge and Experience

• A Business related degree from a reputable institution
• Atleast 3 years in the Banking Industry

Key Competencies and Skills

• Excellent selling skills and negotiation skills
• Good analytical skills
• Good communication skills and Product knowledge 
• Must have integrity