JOB SUMMARY:

The position will be responsible for managing the Bank’s Retail non-performing portfolio under supervision of the Manager Retail Recoveries with the objective of putting in place and adopting appropriate strategies within policy guidelines and regulation to minimize credit losses and ensure the portfolio remains profitable in line with SBM Bank business objectives. This is a fixed-term contract.

KEY RESPONSIBILITIES:

Strategy – 25%

• Ensure continuous new learning debt recovery techniques through trainings.
• Ensure implementation of debt recovery strategies within the unit.
• Ensure constant follow-up and monitoring of all accounts classified as Non-Performing Loans/Accounts.
• Ensure compliance with all controls, rules, policies, procedures, and regulations.

Operations – 20%

• Manage Retail debt collection including the initiation of recovery processes in line with commercial practices and Bank policy.
• Manage the assigned Retail debt portfolio with a view of maximizing profitability for the Bank.
• Review retail files assigned to identify and select delinquent accounts for collection in order to maintain a low percentage of Portfolio at Risk.
• Maintain and prepare bad debt recovery records and/or reports as and when required and submit them to the Supervisor.
• Recommend restructures, settlements and write-offs on Non-Performing Retail Accounts to the Manager Retail Recoveries for review and approval by the Management Credit Committee as per Central Bank of Kenya Regulations.
• Ensure compliance to the Bank’s Credit Policy and Procedures with regard to management of debt recovery process.

People Management – 20%

•  Maintain good coordination between the Collections and Recoveries Team, Credit Team and the Business Development Teams.
• Undertake any delegated activities as assigned by the Manager Retail Recoveries or by the Head, Collections and Recoveries.
• Ensure to undertake Best Practice, Skills and Knowledge and shared across the team and wider Credit Department, where appropriate working with other areas of the Bank.

Compliance – 25%

• Ensure compliance with both internal and external regulatory requirements.
• Working closely with risk and compliance units to ensure effective compliance standards are consistently met within the unit.
• Developing and continuously reviewing Credit policies and procedures ensuring their compliance.

Other – 5%

• Safeguard and promote the bank’s image with the general public.

KEY RELATIONSHIPS:

Direct Reports to this Position

• N/A.

Knowledge; Skills and Experience required for this Role

• 3 years’ experience in a Debt Recovery function with at least 1 year in managing Retail accounts.
• University degree in a Business-related field from a recognized institution.
• CPA/ACCA or relevant professional qualification.
• Excellent Communication and Negotiation skills.

Competencies Required for this Role 

• Experience or sound understanding of credit life cycle and debt recovery process/techniques.
• Strong credit analytical, communication and negotiation skills and assertive.
• A passion for performance and ability to work under pressure.
• Key understanding of regulatory and legal environment.

Problem Solving

• Analytical
• Assertive
• Decision making
• Communication

JOB PURPOSE

The Sales Representative will be responsible for introducing & selling the consumer banking products to potential customers. The main responsibilities include business growth & development, identifying opportunities to increase sales, and assisting in the development and execution of sales and marketing plans through offering exemplary customer excellence to build long-term profitable customer relationships.

KEY RESPONSIBILITIES

Business Growth & Development – 60%

• Identify retail opportunities and prospects through systematic prospecting, visiting and onboarding of new potential retail customers in the signed-up scheme companies.
• Deliver exceptional sales performance by identifying and meeting customer needs through selling & cross selling of assigned Consumer Banking products and services.
• Provide direct sales support (quality lead generation and effective follow-up) to generate and convert quality leads into sales.
• Participate in specific consumer banking product campaigns to generate awareness to the customers.
• Meet and exceed targets for specific consumer banking sales campaigns on a weekly, monthly and quarterly basis.
• Ensure governance and compliance in processing of customer documentation aligned to account opening process for customers and submit to the line manager for review before submitting to Account Management Unit for processing.
• Follow up with customers to ensure seamless account opening process and 100% efficiency in delivery of newly opened account information.

Relationship management – 30%

• Maintain a stable relationship with the companies’ key contacts by providing excellent quality service and maintaining high visibility through regular courtesy calls and visits.
• Maintain an updated record on the scheme portfolio at all times to mitigate losses.
• Liaise with business development teams to identify opportunities within their portfolios and to deepen relationships with the existing bank customers.
• Plan for and attend service open days & activations within selected scheme companies to handle queries.

Customer Service – 10%

• Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
• Achieve the required minimum client visits and customer engagement forums per year.
• Customer complaints and resolutions to be handled within the expected TAT. In case of escalations, follow through the approved bank escalation matrix.

KEY QUALIFICATIONS AND COMPETENCES

Knowledge, Skills and Experience required for this Role:

• Excellent understanding and interpretation of financial information.
• Working knowledge of the Bank’s products & services.
• Good understanding of the banking industry trends, regulation, banks processes & standard operating procedures.
• Sales experience, preferably in the banking or financial industry.

Education:

• Minimum of a Diploma in a business-related field.

Competencies required for this Role:

• Relationship Management & Interpersonal skills.
• Entrepreneurial and business acumen.
• Strong networking skills.
• Self-motivated and result oriented.
• Planning and organizing skills.

Job Purpose

To ensure that the Bank adheres to and is compliant with the laws, regulations and best practices pertaining to the conduct of Customer Due Diligence, Anti-Money Laundering e.g. the Proceeds of Crime and Anti-Money Laundering Act 2009 (and and subsequent amendments), CBK Prudential guideline /PG/08 Proceeds of Crime and Money Laundering (Prevention) and Combating the Financing of Terrorism etc.

Key Roles & Responsibilities

To undertake Customer Due Diligence (CDD) as per the Law, Prudential Guidelines and the Bank’s KYC/AML Policy-35%

• To review customer KYC/AML documentation and ensure that all the requisite documentation as per the KYC/AML standards/checklist has been provided and that the information contained therein is comprehensive and consistent.
• To ensure that adequate customer KYC/AML records are maintained for all the Bank’s customers as required by law.
• To prepare and maintain case management reports for all customers whose KYC/AML files they have reviewed.
• To screen all clients at the point of on-boarding against known sanction lists, Internal blacklists and PEP database.
• To undertake customer risk profiling as per the Bank’s KYC/AML policy.
• To undertake regular money laundering/terrorism financing risk assessments.
• To assist in updating and maintaining internal blacklists against which customers are screened.
• To conduct Enhanced Due Diligence (EDD) on customers classified as High Risk as per the Bank’s risk calculator.
• To perform other duties as may be assigned by the Senior Manager and/or Chief Compliance Officers (CCO) from time to time.

Transaction monitoring and reporting of large cash transactions (CTRs) and suspicious transactions (STRs) to the Financial Reporting Center (FRC)-30%

• To review and analyse customer transaction reports on a regular basis with a view to identifying split cash transactions, large cash transactions and or any suspicious transactions for purposes of reporting to the Financial Reporting Centre (FRC).
• To follow up on alerts flagged by the AML monitoring tool and to document action taken to close the matters arising.
• To prepare and maintain reports (register) on all split transactions, large cash transactions and suspicious transactions identified.
• To request for additional supporting documentation or obtain explanations for transactions that are identified or flagged as suspicious by the automated transaction monitoring system.

Development, Implementation and Enforcement of the Bank’s KYC/AML Programme-7.5%

• To participate in the development, implementation and enforcement of the Bank’s Know Your Customer (KYC)/Anti-Money Laundering (AML) compliance programme.
• To participate and contribute to the development and enhancement of the Bank’s KYC/AML Risk Calculator.
• To track and ensure that the agreed Turnaround Times (TATs) and Service Level Agreements (SLAs) agreed with other departments in the Bank are monitored and adhered to.

Leadership & Stakeholder Engagement-7.5%

• To participate and assist management in promoting a culture of compliance with KYC/AML laws, regulations and policies in the bank through induction and conducting of regular training and sensitization sessions.
• To develop, implement and maintain a framework for the conduct of Know Your Customer (KYC)/Due Diligence and enforcement of the Bank’s Anti-Money Laundering (AML) compliance programme.
• To actively participate in industry forums and workshops so to keep abreast with new developments, best practices and/or changes in the laws and regulations related to KYC and AML.
• To coordinate and respond to inquiries or requests for information on the Bank’s KYC/AML programmes from the Regulator, Correspondent Banks and other interested parties.

Reporting-20%

• To prepare and submit weekly activity reports.
• To prepare and maintain an up-to-date customer risk profiles register.
• To update and maintain a register of all client’s classified as Politically Exposed Persons (PEPs).
• To prepare and submit all statutory/ regulatory reports as required by the regulator with regards to KYC/AML.
• To prepare and maintain up to date KYC/AML compliance risk assessment reports as directed by the Chief Compliance Officer.
• To assist in the preparation of papers for the Management and Board giving updates on the status of compliance with the laws, regulations and policies related to KYC/AML.

Key Relationships

Direct Reports to this Position- N/A

Customers of this Position – Operational Risk Committee (ORCO) & All Branches and Departments

Knowledge; Skills and Experience required for this Role

• At least 3+years’ experience in a banking environment, working in a similar role and/or with experience in branch operations.
• Familiarity with AML software systems, database tools and Excel.
• Bachelors’ Degree.
• Professional certification in ACAMS or ICA (Added advantage).
• Good communication, Writing and Reporting.

Competencies required for this Role

• Analytical skills
• Team player
• Creating and Innovating
• Delivering results and exceeding customer expectations
• Planning and Organizing
• Learning and Researching
• Attention to detail

Job Purpose

The overall purpose of this role is the management of card business activities ranging from prospecting, acquisition, utilization, retention and introduction of new card solutions. The role involves card business growth through acquisition of new cardholders by liaising with all bank stakeholders including but not limited to Consumer, SME / Commercial and Corporate banking teams. Support the card business team to grow the Card business activities ranging from implementing campaigns designed to enhance activation, revenues and card utilization. The role also involves relationship management with internal stakeholders, card vendors, processors, schemes and local industry associations to ensure the bank remains competitive in the industry while aligning with the overall bank strategy.

Key Responsibilities

Strategy -20%

• Drive card business development for all card products (Debit, Prepaid and Credit) to new and existing Corporate and Retail clients.
• Implement and support new and other existing card products as may be required from time to time.
• Support the development and documentation of strategic and business plans for Card business and ensuring timely implementation, monitoring and evaluation of these plans.
• Design, communicate and share strategies for Credit Card acquisition involving internal and external stakeholders.
• Be actively involved in the design and supply of card business solutions – designs, while ensuring the stocks levels are maintained.

Business Development-45%

• Grow and retain the assigned bank’s card portfolio in numbers, volumes / utilization and revenue streams in line with the strategic direction of the Bank.
• Liaise with Branch network, WPB & Elite, CX, corporate, Institutional banking and Marketing teams with a view to growing all the card product numbers (Debit, Credit & Prepaid).
• Effectively manage and expand the relationships with existing partnerships and other assigned card clients and bring in new partnerships to ensure business growth.
• Aggressively and systematically follow through in managing deal pipelines for prospective clientele assigned.
• Liase with Corporate and SME Departments for the acquisition and growth of Credit & Prepaid card numbers from the respective sectors.
• Play a complementary role in product development relevant to the Card Centre arm of business development and the Card Industry.
• Plan training /feedback sessions with all stakeholders on the card products – features and benefits, best card industry practice and trends.

Compliance-20%

• Ensure compliance with both internal and external regulatory requirements.
• Work closely with Credit & Operational Risk and Compliance units to ensure effective controls to mitigate against business risks associated with Debit Prepaid and Credit cards.
• Assist in developing and continuous review of business operational policies, procedures and ensure compliance.

People Management-10%

• Provide coaching, training needs and mentorship to the allocated staff aimed at building the knowledge and expertise as well as capacity to explore more benefits under card services.
• Follow up with the allocated regional manager, branch teams and ensure optimal performance on credit, prepaid and debit cards acquisition.
• Hold periodical feedback sessions with the stakeholders, communicate planned Card Business activities, identify any challenges or any concerns then follow them up with respective teams for resolution.

Other-5%

• Safeguard and promote the bank’s image with the general public.
• Be an effective member of the Card Business team and support in the implementation of the Card strategy.
• Ensure the assigned and agreed Card Business tasks are delivered within the timeframes.

Key Relationships

Direct Reports to this Position

• Manager – Card Business Development, Support & Partnerships
• Assistant Relationship Manager, Card Business growth – Internal

Customers of this Position

• CX Team & Card Operations
• SME / Commercial & Corporate Team, Asset Finance
• Business Development Teams, WPB, Women and Youth,
• Branch network & Procurement

Knowledge; Skills and Experience required for this Role

Job Knowledge:

• Excellent Understanding of card payment industry current and emerging trends.
• Strong Card Business Development and Relationship Management

Job Experience:

• 5 years Card Business Banking experience, 2 years in a management role

Education:

• Business graduate from an accredited University preferably in a Business-related course or social sciences.

Competencies required for this Role

• Delivering results and meeting customer expectations
• Entrepreneurial and commercial thinking
• Deciding and initiating action
• Relating and networking
• Negotiation, Persuading and Influencing
• Presenting and communicating information
• Leading and supervising
• Strategic thinking
• Planning and organizing