Principle Accountabilities

Financial Performance (60%)

Output

•   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 (20%)

Output

•   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 (10%)

Output

•   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 (10%)

Output

•  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

Technical Competencies

Knowledge of Banking and Business Operations:

• Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures.
• Certification in required areas of banking and/or banking support services.
• Reference point and mentor for customers, colleagues, partners, for areas of expertise.

Compliance and Regulatory Framework:

• Good understanding of the regulatory issues relating to diaspora banking, reporting and operational requirement as provided by CBK, KRA, KIB, etc.

Conceptual and Analytical Skills: 

• Ability to quickly grasp and understand systems and keen to detail

Product Knowledge:

• Intricate understanding of products pertaining to Personal Banking customers both internal and external (competitors).
• Broad based working knowledge of all products offered by the bank (breadth and depth).
• Ability to combine different product offering to create a value-adding solution for customers.
• Basic market knowledge of various investment vehicles / markets/ economics.

Business Acumen:

• Displays a business-oriented mind-set that drives the banks agenda.
• Applies knowledge of industry, market and business trends to identify opportunities, prioritize activities and deliver business results.

Financial Acumen:

• Able to analyse and interpret financial data to make appropriate business suggestions and decisions.
• Understands the connection between operations and financial performance.

Customer Engagement (internal & external):

• Anticipates the customer’s needs and devises innovative ways to address them.
• Makes informed decisions, solves problems and/or generate new ideas/solutions.
• Shares and inculcates proven solutions and customer engagement strategies within the organizations.

Digital:

• Uses data to make better and faster decisions. Takes actions based on analytics and intelligence that provide near-real-time insights into the customer’s needs and behaviours.
• Delivers content, messaging and experiences that are personalized and relevant to the customer based on the customer’s preferences.
• Personalizes and optimizes the customer’s journey.

Leadership:

• Individual contributor –exercises self-leadership delivering assigned work in line with professional and technical standards within given time frames. Is reliable and works collaboratively.
• Has the cognitive intelligence to draw together contrasting strands of information and present a compelling position.
• Adheres to the company’s values and policies and delivers to set objectives. Has high moral intelligence.

Commercial Banking Industry Knowledge:

• Shares insights on industry trends; identifies opportunities that can be exploited and highlights concerns to be avoided / mitigated against.
• Reference point and mentor for customers, colleagues, partners, government, etc.

Credit Analysis:

• Working knowledge of the legal and regulatory framework and policies related to lending and the types of credit facilities offered.
• Proficient in due diligence and pre-approval & verification procedures.

Behavioural Competencies.

Communication and Interpersonal Skills:

• Ability to build rapport easily with customers, have well developed oral and report-writing skills, and have the ability to work with different teams.

Emotional Intelligence:

• Be self-aware of one’s personality and emotions, ability to discern other colleagues, customers and stakeholder’s personalities for self-regulation and positive social and business interactions.

Results and Achievement Oriented:

• Strives to achieve results, enjoys being measured, and being judged on performance standards.

Personal Ethics:

• Must be honest and of high integrity.

Negotiation Skills:

• Must be a good negotiator.

Networking Skills:

• Continuously builds and strengthens relationships with colleagues within the organization; with existing and potential customers and business partners.
• Creates value adding solutions drawn from different product offerings to address client needs

Sales Capability:.  

• Socializes and sell the solution to the different stakeholders within the client, the bank and regulator as appropriate.
• Closes the sale and monitors realization of value for both the client and the Bank.

Minimum Qualifications, Knowledge and Experience

Academic

•  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.

Professional

• 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.
• Interaction/Understanding of CRM tools.