Relationship Manager / Officer, Personal and Business Banking

RESPONSIBILITIES

Strategic/Financial

• Understanding and implementing the Personal and Business Banking (PBB) Group’s strategy.

• Achieve PBT, Balance Sheet and other performance target for the portfolio.

• Preparation of weekly call plans, call report and proper documentation of the calls.

• Conduct competitor analysis, market analysis and research, customer needs analysis on an ongoing basis to ensure continued competitiveness, relevance and profitability of Business Banking offerings.

• Contribute to the effective launching of new products to ensure favorable market response and optimum build-up of revenue.

• Ensure proper documentation for international transfers and credit facilities.

Keep mirror copies of customer files and requests.

• Responsible for Risk and Arrears Management of the portfolio.

• Ensure growth of FX revenue.

Customer

• Maintain and acquire customer relationships to improve deposit liability growth and mix.

• Relationship Management of all key Customers of the Branch.

• Network with all potential clients in all relevant categories of own locality.

• Ensure satisfactory rating in all customer surveys via Mystery Shopping, etc.

• Ensure that Customer complaints are logged within 24 hours and resolved per Complaint Management Service Level Agreement (SLA).

Operations

• Work in collaboration with the Head, Branch Operations to define and improve Branch service delivery standards.

• Prepare weekly and monthly reports for Branch Manager.

• Ensure satisfactory Audit ratings for Branch with no repeat findings.

• Ensure all KYC requirements are met.

• Report all Suspicious transactions on Accounts to the Head, Compliance Department.

• Perform all other duties as may be assigned by the Branch Manager.

Reports

• Call Plans

• Call Reports

• Monthly Performance Report

KEY PERFORMANCE INDICATORS

• Size of deposit and asset portfolio.

• Level of Product Promotion and awareness.

• Account Opening.

• Customer delivery Service index.

• Uptake of e-products.

• Number of training attended.

• Effective Leave Management.

COMPETENCIES REQUIRED

Organisational Competencies

• Professional Attributes.

• Business Knowledge.

• Personal Attributes.

• Leadership Skills.

Functional Competencies

• Relationship Management.

• Sales & Customer Planning.

• Customer Account Management.

• Sales Evaluation & Execution.

• Market Strategy Formulation.

• Product Development.

Knowledge of the Economic Environment

• FABL Product/Market Knowledge.

• Transactional Processing.

JOB SPECIFICATIONS

Qualifications & Certifications

• Minimum of Bachelor’s degree in Accounting, Business Administration or relevant discipline.

Working Experience

• Minimum of 2–5 years’ work experience in a Bank.

• Professional membership will be an added advantage.