Housing Finance Company of Kenya was incorporated as the premier mortgage Finance Institution in Kenya licensed under the Banking Act with the CDC and the GoK owning 60% and 40% respectively.

Housing Finance started operations with the main objective of implementing the government’s policy of promoting thrift and home ownership by lending ...

Ultimate Banking Relationship Manager

Principle Accountabilities

Relationship Management & Customer Service

Provide High Net Worth (HNW) clients with personalized service so as to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.

Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis.

Ensure clients are aware of all the Privileges & Solutions offered under Ultimate Banking (for UB Clients)

Ensure clients are aware of all financial services offered by the bank- drive full service bank agenda.

Use systems effectively for customer contact management, sales and service activity.

Ensure delivery of service promise for improved customer satisfaction levels.

Minimize client attrition.

Ensure set Complaint Management processes are followed and TATs are met.

Business Development

Source New Business from Personal Banking & Ultimate Banking clients through referrals, marketing activities and personal contacts.

Develop the Ultimate Banking customer base and expand the unit’s business growth through marketing of the Ultimate banking products and services.

Enhance HF Ultimate Banking & Personal Banking sales/ revenues and promote cross selling of bank products to all existing clients.

Achieve Revenue goals, Sales and Portfolio growth targets across a range of products and services.

Achieve Product Holding per customer growth targets

Ensuring revenue growth through customer acquisition, new need identification, product cross-sell and re-engineering increased product usage for existing clients.

Participate in SME and Institutional Bank customer calls for marketing initiatives.

Drive segment based focus products agenda and conduct branch product trainings.

Complete training programs allocated in line with your Role.

Controls

Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.

Strong responsibility for ethical selling to customers with complete disclosure about products and services.

Ensure Portfolio allocated is closely monitored and actions recommended are diligently executed.

Ensure required approvals are obtained before authorizing payments.

Monitor overdrawn accounts/ overdue loans and follow up for clients to regularize.

Ensure accounts are not overdrawn without authorization.

Adhere to set processes and procedures.

Key Competencies and Skills

Knowledge of Banking and Business Operations

Audit Standards and Legislations

Compliance and Regulatory Framework

Conceptual and Analytical Skills

Intricate understanding of products pertaining to HNW customers both internal and external (competitors).

Basic market knowledge of various investment vehicles / markets/ economics.

Strong interpersonal skills and appreciation for diversity.

Team player with ability to train, develop and mentor junior staff.

Relationship Management skills.

Networking Skills.

Communication and Interpersonal Skills

Results and Achievement Oriented

Personal Ethics

Negotiation Skills

Extrovert/ Amiable personality.

Minimum Qualifications, Knowledge and Experience

Bachelor’s degree in a business related field

Master’s Degree will be an added advantage

Retail Banking Associate (RBA UK)

Customer Relationship Management Course

CISI Certified Level 1 will be an added advantage

Minimum 3 years’ experience in similar job with a financial services institution.

• Provide High Net Worth (HNW) clients with personalized service so as to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis.
• Ensure clients are aware of all the Privileges & Solutions offered under Ultimate Banking (for UB Clients)
• Ensure clients are aware of all financial services offered by the bank- drive full service bank agenda.
• Use systems effectively for customer contact management, sales and service activity.
• Ensure delivery of service promise for improved customer satisfaction levels.
• Minimize client attrition.
• Ensure set Complaint Management processes are followed and TATs are met.
• Source New Business from Personal Banking & Ultimate Banking clients through referrals, marketing activities and personal contacts.
• Develop the Ultimate Banking customer base and expand the unit’s business growth through marketing of the Ultimate banking products and services.
• Enhance HF Ultimate Banking & Personal Banking sales/ revenues and promote cross selling of bank products to all existing clients.
• Achieve Revenue goals, Sales and Portfolio growth targets across a range of products and services.
• Achieve Product Holding per customer growth targets
• Ensuring revenue growth through customer acquisition, new need identification, product cross-sell and re-engineering increased product usage for existing clients.
• Participate in SME and Institutional Bank customer calls for marketing initiatives.
• Drive segment based focus products agenda and conduct branch product trainings.
• Complete training programs allocated in line with your Role.
• Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
• Strong responsibility for ethical selling to customers with complete disclosure about products and services.
• Ensure Portfolio allocated is closely monitored and actions recommended are diligently executed.
• Ensure required approvals are obtained before authorizing payments.
• Monitor overdrawn accounts/ overdue loans and follow up for clients to regularize.
• Ensure accounts are not overdrawn without authorization.
• Adhere to set processes and procedures.

• Knowledge of Banking and Business Operations
• Audit Standards and Legislations
• Compliance and Regulatory Framework
• Conceptual and Analytical Skills
• Intricate understanding of products pertaining to HNW customers both internal and external (competitors).
• Basic market knowledge of various investment vehicles / markets/ economics.
• Strong interpersonal skills and appreciation for diversity.
• Team player with ability to train, develop and mentor junior staff.
• Relationship Management skills.
• Networking Skills.
• Communication and Interpersonal Skills
• Results and Achievement Oriented
• Personal Ethics
• Negotiation Skills
• Extrovert/ Amiable personality.

• Bachelor’s degree in a business related field
• Master’s Degree will be an added advantage
• Retail Banking Associate (RBA UK)
• Customer Relationship Management Course
• CISI Certified Level 1 will be an added advantage