Location: Coast & Nairobi
Department: SME Banking
Reports to: Branch Manager

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