Background

The new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds from cutting edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from best-in-class choice of products to investment solutions tailored to your specific needs.

Job Purpose Statement

The role holder is required to achieve customer growth and retention management for a specific portfolio through collaborative account management with the Relationship Management teams and other stakeholders in the organisation.

They shall serve as the voice of customer within the Bank, ensuring that all promises made to the customer through the relationship management teams are fulfilled. The role holder shall manage the sector’s operational duties, customer queries and arising complaints to closure by closely coordinating interactions between customers and internal stakeholders. They shall be held responsible for achieving process improvement and change management within the corporate banking department.

Proactively engage with internal support teams to ensure customer fulfilment while ensuring strict adherence with all policy requirements including proper documentation, routine portfolio monitoring, controls and exemptions management (compliance with credit, AML/KYC requirements).

The role holder will be required to provide active administrative support to the sector head. They will assist RMs with cheque refers, excess requests and to prepare credit applications for further analysis and action by the RM. Relevant experience in the specific sector will be an added advantage.

Key Accountabilities (Duties and Responsibilities)

Financial 30%

This position is responsible for collaborating with internal and external partners to determine the risk vs. benefits of lending to customers that result in customer acquisition and providing insightful feedback on industry trends: The job holder will be responsible to ensure;

• Collaboration with RMs in the end to end credit origination process through partnership with business in evaluating identified credit opportunities: outline the merits and demerits of transactions and facilitate preparation of credit papers and memos for consideration.
• Adherence to agreed turnaround times in onboarding of identified credit opportunities within the assigned segment.
• Collaborate with the business team in structuring credit proposals while enforcing adherence to Credit Policy and ensuring breaches are highlighted at all times.
• Lead the collation of information from clients and coordinate with RMs to deliver Credit Requests within the agreed SLA.
• Robust Covenant Monitoring to ensure that all approved covenants are tracked by AROs as per approval terms.
• Ensure Environmental and Social Monitoring (E&S) & reporting is undertaken in the CRs and reported accurately by AROs.
• Liaise with business and credit risk to ensure that proposals are supported and approved as per Delegated Approval Authority.

Internal business processes 20%

• Co-ordinate in liaison with ARO and RMs to ensure below listed portfolio reports are reviewed and submitted within defined timelines.
• Daily report on Potential Watch/NPL
• Daily report on Potential extensions (delayed reviews)
• Daily report on CR TAT tracker (CRs pending decisioning).
• Weekly report on status of reviews and other requests including new deals.
• Monthly report on facilities falling off for the month.
• Monthly report on Credit Analysts’ CQ productivity.
• Monthly reporting on Early Alert names.
• Monthly report on number of re-works.
• Monthly report on E&S monitoring.
• Quarterly report on the Unit Risk and Control Self-Assessment (RCSA).
• Oversee Portfolio management processes to ensure overall departmental Audit rating should not fall below “Satisfactory” with Nil repeat findings.
• Review of Autopay listing for Corporate live book to ensure adherence to the excess management procedure.
• Lead departmental Risk and Control Self-Assessment (RCSA) reporting.
• Corporate Credit Portfolio Management and Analysis unit Risk & E&S champion.

Customer 30%

Driving customer satisfaction, developing and growing relationships with existing customers, identifying opportunities for business development and providing insightful feedback on products and solutions that help in the customisation and development of new products/solutions.

• Accurate real-time CRM data
• Customer satisfaction:
• Net Promoter Score
• CSI/RSI /CES

Learning and growth 20%

Delivering the performance objectives set and managing his/her own learning and development to build capacity and avail him/herself for coaching and training opportunities.

• Level of own development plan maintenance.
• Own competency score.

Job Specifications

Academic:

• Bachelor’s degree from a recognized accredited university.

Professional:

• At least 3 years’ experience in an assistant management capacity in a similar sized organisation.

Desired work experience:

• Proven track record of consistently achieving a portfolio’s financial growth.
• Experience in products, bank operations and customer experience is highly desirable.
• Knowledge of the local banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general Commercial Banking regulations and practices.

Budget/ Accountability:

• Drive customer fulfilment for the sector.
• Originate credit applications for approval and manage cheques/customer payments processing
• Provide operational support and adhere to operational control guidelines
• Provide reports and data on KPIs, portfolio health, customer experience surveys etc

• Collaboration with RMs in the end to end credit origination process through partnership with business in evaluating identified credit opportunities: outline the merits and demerits of transactions and facilitate preparation of credit papers and memos for consideration.
• Adherence to agreed turnaround times in onboarding of identified credit opportunities within the assigned segment.
• Collaborate with the business team in structuring credit proposals while enforcing adherence to Credit Policy and ensuring breaches are highlighted at all times.
• Lead the collation of information from clients and coordinate with RMs to deliver Credit Requests within the agreed SLA.
• Robust Covenant Monitoring to ensure that all approved covenants are tracked by AROs as per approval terms.
• Ensure Environmental and Social Monitoring (E&S) & reporting is undertaken in the CRs and reported accurately by AROs.
• Liaise with business and credit risk to ensure that proposals are supported and approved as per Delegated Approval Authority.
• Co-ordinate in liaison with ARO and RMs to ensure below listed portfolio reports are reviewed and submitted within defined timelines.
• Oversee Portfolio management processes to ensure overall departmental Audit rating should not fall below “Satisfactory” with Nil repeat findings.
• Review of Autopay listing for Corporate live book to ensure adherence to the excess management procedure.
• Lead departmental Risk and Control Self-Assessment (RCSA) reporting.
• Corporate Credit Portfolio Management and Analysis unit Risk & E&S champion.
• Driving customer satisfaction, developing and growing relationships with existing customers, identifying opportunities for business development and providing insightful feedback on products and solutions that help in the customisation and development of new products/solutions.
• Delivering the performance objectives set and managing his/her own learning and development to build capacity and avail him/herself for coaching and training opportunities.
• Drive customer fulfilment for the sector.
• Originate credit applications for approval and manage cheques/customer payments processing
• Provide operational support and adhere to operational control guidelines
• Provide reports and data on KPIs, portfolio health, customer experience surveys etc

• Credit Origination
• Relationship Management
• Portfolio Management
• Risk Assessment
• Customer Service
• Process Improvement
• Change Management
• AML/KYC Compliance
• Financial Analysis
• Banking Regulations

• Bachelor’s degree from a recognized accredited university.
• At least 3 years’ experience in an assistant management capacity in a similar sized organisation.
• Proven track record of consistently achieving a portfolio’s financial growth.
• Experience in products, bank operations and customer experience is highly desirable.
• Knowledge of the local banking industry, banking products, banking services and banking regulations.
• Sound working knowledge and understanding of general Commercial Banking regulations and practices.