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Branch Relationship Officer at NCBA Bank
Summary of Responsibilities
Develop, expand, and maintain a portfolio of retail clients for the branch to achieve set budgets within overall bank objectives.
Key Result Areas
Perspective: Business Development & Revenue Generation
Weighting: 60%
Recommended:
Output:
This position is responsible for achieving the portfolio’s annual financial targets for both Balance Sheet and Profitability.
- Balance Sheet Growth
- Growth of deposits, both CASA and Fixed Deposits
- Growth of individual loans (personal, mortgage loans)
- Growth of funded New to Bank accounts
- Profitability: PBT
- Develop, maintain, and expand relationships with retail clients to attain a quality asset book
- Ensure compliance with credit and regulatory guidelines
- Maintain Retail clients’ NPL below regulatory percentage
- Contain PAR within bank-set limit
- Sell and cross-sell bank digital and bancassurance products
Perspective: Internal Business Processes
Weighting: 10%
Output:
Responsible for adhering to approved policies and procedures and providing feedback to keep them competitive.
- Audit issues closed within the quarter of identification or within agreed periods, whichever is shorter
- Nil repeat findings
- 100% SLA adherence
- 100% adherence to agreed turnaround times
Perspective: Learning and Growth
Weighting: 10%
Output:
Delivering the performance objectives set and managing own
learning and development needs to build capacity and avail oneself for
coaching and training opportunities.
- Level of own development plan maintenance
- Own competency score
Perspective: Customer
Weighting: 20%
Output:
Driving customer satisfaction, developing and growing
relationships with existing and potential customers, identifying
opportunities for business development, and guiding product development.
- Accurate real-time CRM data
- Ensure branch meets and exceeds the following customer satisfaction metrics:
- Net Promoter Score
- CSI/RSI
- CES
Job Dimensions
Reporting Relationships
- Direct Reports: Branch Manager
- Indirect Reports: N/A
Stakeholder Management
Key stakeholders the position holder will liaise/work with to succeed in this role:
- Internal: All NCBA Bank segment and subsidiary organizations
- External: Customers, ecosystem of existing corporate relationships, existing vendor relationships, and key industry players
Decision Making Authority/Mandates/Constraints
- Pricing structures and negotiation parameters (Managerial)
- Recommending the product offering for the portfolio (Strategic)
- Authority to block or unblock customer accounts as part of portfolio performance management (Operational)
- Escalation point to sustain value-add customer relationships
Work Cycle and Impact
- Time Horizon: Contribution to the 5-year bank strategy, development of the supporting Retail Sales strategy, translating the strategy into operational models and performance scorecards for the unit, and working with the team to break down performance scorecards into annual team and individual targets that deliver revenue, profitability, and share of market objectives.
Ideal Job Specifications
Academic
- Preferred: Bachelor’s degree from a recognized accredited university
- Desirable: Master’s degree in strategic management or business administration, or other similar relevant qualification
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Professional
- In-depth knowledge of the local banking industry, Retail Sales products, and all relevant banking regulations
- Sound working knowledge and understanding of general commercial regulations and practices
Desired Work Experience
- At least 7 years’ experience in banking, 4 of which should have been in a senior management capacity in a similar-sized organization
- Significant experience in commercial or retail lending
Ideal Job Competencies
Technical Competencies
- Banking/Financial Institutions Knowledge: Broad-based working/operational knowledge of banking (breadth and depth). Certification in multiple areas of banking and/or banking support services. Reference point and mentor for customers, colleagues, and partners for areas of expertise.
- Product Knowledge: Broad-based working knowledge of all products offered by the bank (breadth and depth). Ability to combine different product offerings to create value-adding solutions for customers.
- Customer Management: Creates value-adding solutions drawn from different product offerings to address client needs. Socializes and sells the solution to stakeholders as appropriate. Closes the sale and monitors realization of value for both the client and the bank.
- Credit Analysis: Ability to analyze business plans and make sound decisions on the viability of deals based on the bank’s risk acceptance criteria. Ability to analyze financial statements and define the client’s financial capacity in line with applied credit before recommending deals to Credit Risk Management for approval.
- Digital: Implementing customers’ journey innovations that enhance customer engagements, sales approaches, new businesses, and services that broaden the relationship with the customer to the benefit of both parties. Innovations should fuel more interactions, create more information, and increase the value of the customer-brand relationship.
- Industry Knowledge: In-depth understanding of multiple sectors of the economy: engagement with and contribution to policy, regulation, and industry forums both locally and internationally.
- Networking Skills: Continuously builds and strengthens networks for the institution within all spheres of the economy within the region; at all levels of commerce, government, society, etc.
- Sales Capability: Positions the institution as the preeminent provider of financial solutions within the bank’s chosen markets. Opens doors for sales opportunities and supports the closure of sales for complex and/or high-level and/or regional cross-border propositions.
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Behavioral Competencies
- Emotional Intelligence: Knows own strengths and limits; aware of own emotions and their effect on others and has the self-control to keep disruptive emotions and impulses in check. Adheres to the company’s values and policies and delivers to set objectives. Has high moral intelligence.
- Social and Cross-cultural Awareness: Interacts with people (colleagues, customers, stakeholders, and the public) in different social and cultural environments, showing respect and positive regard for them in an ethical and appropriate manner consistent with the organization’s values.
- Agile: Able to change plans, methods, opinions, or goals in light of new information, with the readiness to act on opportunities.
How to Apply:
To submit your application, please follow the link provided below.
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