HFC is the banking and property finance subsidiary of HF Group, offering fully fledged commercial banking and property finance solutions. These competitive solutions are customized to meet the unique needs of our customers. These include Retail Banking, Trade Finance, SME banking, Asset Finance & insurance Premium Financing, plot loans, construction financing, home loans, project finance and equity release solutions. The bank has a branch network of 25 branches and has invested in alternative channels to enhance accessibility and convenience for customers.
Reporting To:Branch Manager and Head of Personal Banking
Overall Job Purpose
The Relationship Manager will be responsible for servicing and managing client relationships under Ultimate Banking by engaging them, identifying their needs and providing them with the appropriate products, services and solutions from the entire range of HF Banking products and is responsible for driving profitable revenue and volume growth from their portfolio with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby increasing customer share of wallet with the Bank.
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.
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 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 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.
Minimum Qualifications, Knowledge and Experience
A Bachelor’s degree in a business related field
A 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.
Key Competencies and Skills
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
Audit Standards and Legislations: Good knowledge of International Accounting and Audit Standards, and Legislations.
Compliance and Regulatory Framework: Good understanding of the regulatory issues, 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.
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: Ability to build rapport easily with customers, have well developed oral and report-writing skills, and have the ability to work individually and as part of a team.
Results and Achievement Oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards.
Personal Ethics: Must be honest, fair, just but firm with himself, and of high integrity.
Negotiation Skills: Must be a good negotiator, particularly in changing behavior and work practices but always seek a Win/Win outcome.
Extrovert/ Amiable personality
