Relationship Manager - Diaspora Banking at HF Group

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 ...

 

Relationship Manager - Diaspora Banking

• Job TypeFull Time
• QualificationBA/BSc/HND
• Experience3 - 4 years
• LocationNairobi
• Job FieldBanking  , Customer Care 

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. 

Method of Application

Interested and qualified? Go to HF Group on www.hfgroup.co.ke to apply