Relationship Manager-Diaspora Banking Job HF Group

Banking Jobs, HF Group Jobs.

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Principle Accountabilities

Financial Performance

• Achieve the set monthly and annual sales targets for all the consumer Banking products for this segment. 
• Prospect, anticipate and close all sales leads within the shortest time possible in an efficient way. 
• Develop a clear aggressive sales pipeline for both existing and potential customers.  
• Prospecting and recruiting new customers for the various Consumer Banking products, understanding their needs and requirements. 

Customer Experience

• Identifying customer needs not met by existing products and the implementation of new products  and services. 
• Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship.  
• Perform customer onboarding activities and touch activities as per CRM workflows. 
• Manage all escalations related to diaspora support. 
• Ensure customers are well supported on e-channels uptake to promote utilization. 
• Ensure first contact resolution for all queries directed to you.
• Achieve departmental NPS score of 60

Operational Effectiveness

• Attend to daily refers and excesses requests; Proactive management of NPL for assigned portfolio. 
• Ensure compliance with operations risk requirements e.g. 
• KYC, AML, Health & safety standards, security of Premises. 
• Ensure good health of assigned portfolio by actively managing encroachments, Accountability reports and write offs. 
• Close gaps/lapses identified; take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame. 
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines (daily, weekly, monthly, quarterly) 
• Use of digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service. 
• Achieving a ‘Good’ audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited. 
• 100% adherence to policies, procedures and statutory guidelines. Minimize exposure to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML regulations. 
• Utilize the MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable.  
• Present reports that facilitate informed and sound decision-making. Trends, insights and concerns with recommendations clearly elaborated. 
• Achieve schedule adherence and availability targets as per Contact Centre productivity measures. 

People, Learning and Growth

• Proactively manage own learning and development. 
• Deliver performance objectives set. Institute immediate corrective action where performance is below par.  
• Championing team training on matters related to homeward proposition. 

Key Competencies and Skills

• Knowledge of Banking and Business Operations
• Compliance and  Regulatory Framework
• Conceptual and Analytical Skills:  
• Product Knowledge 
• Business Acumen 
• Financial Acumen 
• Customer Engagement (internal & external) 
• Digital 
• Leadership 
• Commercial Banking 
• Industry Knowledge 
• Credit Analysis 
• Communication and Interpersonal Skills: 
• Emotional Intelligence 
• Results and Achievement Oriented: 
• Personal Ethics
• Negotiation Skills
• Networking Skills 
• Sales Capability 

Minimum Qualifications, Knowledge and Experience

• Interaction/Understanding of CRM tools.
• Bachelor’s degree from a recognized accredited university. 
• Certificate of Proficiency in Insurance (COP) will be an added advantage. 
• Being a CISI fellow is an added advantage. 
• 3-4 years’ working experience in a Customer Management role. 
• In-depth knowledge of the local and Diaspora Banking industry, banking products, banking services and banking regulations. 
• Sound working knowledge and understanding of general commercial regulations and practices.  
• Appreciation of Diaspora Banking as a proposition. 

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How to Apply

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