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To drive growth in deposit, lending and transactional business by providing comprehensive financial solutions to both SME and Retail customers. The role integrates relationship management, sales, and service excellence to deliver a seamless customer experience, deepen wallet share and achieve profitability targets.
Key Responsibilities
Sales & Business Development 40%
- Proactively sell and cross-sell the Bank full range of products (accounts, loans, cards insurance, digital solutions etc.) to both SME and Retail
- Develop and manage a robust pipeline of prospects through active fieldwork, networking, referrals and digital channels.
- Achieve set sales and revenue targets for deposits, loans and non-funded income.
- Conduct needs analysis to match customer financial goals with suitable Bank solutions.
- To monitor performance reports for the branch sales performance and bank products.
- To grow the bank’s market share and Non-Funded Income for the specific retail & business segment(s).
- To initiate, sponsor and champion new branch activations, product launches, internal and external campaigns and CASA related events
Relationship Management 30%
- Maintain regular contact with existing customers to ensure satisfaction, resolve complaints promptly, and identify opportunities for up-selling and cross-selling.
- Serve as the primary relationship contact for the assigned SME and Retail clients, providing tailored financial advice and solutions.
- Deepen relationship by promoting digital adoption and increasing product penetration per customer.
Customer experience 10%
- Deliver consistent, high quality service experience across all customer touchpoints.
- Ensure all customer requests, enquiries and issues are resolved within the set SLA.
- Promote self-service and digital banking usage among customers.
Risk & Compliance:
- To maintain operational risk management guidelines to ensure compliance standards are consistently met.
- Strictly adhere to the prudential guidelines – KYC, AML and compliance requirements in all customer interactions.
- To continuously review business operational policies and procedures to ensure adherence.
- Monitoring the branch portfolio at risk (PAR) to be within the accepted bank standards. Ensure accuracy and completeness during credit assessment.
Market Intelligence:
- Monitor competitor activity, customer trends and emerging opportunities in the SME and salaried segments.
- Provide timely reports on sales performance, market insights and customer feedback to management.
- Safeguard and promote the bank’s image with the public.
Key Relationships
Customers of this Position
Consumer & Business Banking Clientele
Knowledge; Skills and Experience required for this Role
- University Degree preferably in a business-related field.
- 2 – 5 years banking experience with proven track record in establishment and management of relationships.
Competencies required for this Role
- Strong sales and negotiation skills
- Delivering results and meeting customer expectations
- Entrepreneurial and commercial thinking
- Deciding and initiating action
- Relating and networking
- Persuading and influencing
- Presenting and communicating information
- Leading and supervising
- Planning and organizing
