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

• Develop a comprehensive direct sales strategy to maximize sales opportunities.
• Define the approach for the overall acquisition of new to bank customers, drive deposit mobilization, customer digitalization & account retention.
• Map the market and customers according to their needs, coordinate campaigns and execute territory sales plans
• Develop, plan and coordinate sales activations and promotions and incentives to meet business goals and objectives.
• Monitor & identify emerging markets trends and leverage them for sales opportunities
• Ensure optimal sales team staffing and pipeline management
• Oversee and direct performance of the sales team by monitoring DSR performance, setting SMART KPIS, counsel and advise to ensure compatibility, maximum effectiveness and continued growth on a constant basis.
• Prepare, analyze and maintain records of individual and group sales and performance activities relative to business goals and objectives.
• Motivate team to achieve sales and compliance results by educating sales professionals in sales planning tactics to support their customer’s business success
• Address DSR issues/performance issues in accordance with Bank policy.
• Prevent fraudulent/risky accounts entry into the system
• Provide timely feedback for improvements in product features and processes
• Provide input on sales incentive structure to drive the right performance culture within the Bank overall culture
• Develop direct sales operating manual
• Other duties and responsibilities as assigned.

• Excellent interpersonal skills
• Excellent communication and presentation skills
• Team Management – Ability to make the team more successful by demonstrating total commitment to team goals and values
• Performance management- Ability to set appropriate targets and work towards achieving these targets to meet the overall strategy of the Bank.
• Decision making- Ability to make decisions by assessing the importance, urgency and risk associated with each situation and taking actions which are timely and in the best interest of the Bank

• Bachelor’s degree in any field
• At lease 2-3 years’ experience in managing clients