Department: SME Banking
Reports to: Branch Manager
Location: Nairobi & Nakuru
Job Purpose:
To achieve business growth in the SME 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.
Key Responsibilities:
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
- 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
- Ensure customers are notified of maturing fixed deposits for appropriate action and encourage retention
- 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
- Assist in growth of given portfolio through the use of desired channels such as the SME Business Hubs/ digital platforms i.e. B2 B
- 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. Gab Pesa, Internet banking
- Ensure Product Per Customer of 5 across the portfolio
- Understand nature of businesses, their life-cycles and the various product offerings that can be given to the customer.
- Evaluate credit proposals and ensure the credit applications process on a timely basis within the Bank’s set turnaround times.
Customer Service and customer information
- Obtaining account opening documentation from new customers
- Opening of accounts for customers in the system and ensuring minimum required information is captured and customer given a CIF number.
- Following up with customers in the portfolio for missing information
- Maintaining/ Updating customer data on parameters such as Business turnover/ directors details etc.
- Ensure all customer engagements are recorded accordingly
Compliance
- Ensure compliance with both internal and external regulatory requirements (KYC, AML and other bank processes.
- Continuously follow business operational and credit policies ensuring their compliance.
Qualifications and Experience:
- Bachelor’s degree in any field
- At lease 2-3 years experience in managing clients
- Excellent interpersonal skill
- Excellent communication and presentation skills
Job specific competencies:
- Deciding and Initiating Action
- Delivering Results and Meeting Customer Expectations
- Entrepreneurial and Commercial Thinking
- Persuading and Influencing
- Planning and Organizing
- Presenting and Communicating Information
- Relating and networking
- Working with people
Key Relationships:
Internal
- Central office – Centers of excellence
- Branches
- Business Banking Sales Officers (BSOs)
- Digital team
External
- SME Clientele – All clients
