HF Group Careers

Principle Accountabilities

• Selling Tills, Accounts, CTO, loans and deposits mobilization.
• Sales planning and tracking of daily sales activity and reporting to the Team Leader Payments.
• Mapping and scoping the business opportunity within the catchments area and its environs and liaising with the Sales Team Leader for sales activations.
• Making presentations to prospects i.e. individuals, schemes, business owners.
• Customer interviews and interactions both at the Branch and at their place of work/Business to understand their needs and offer the right products.

Key Competencies and Skills

General Competencies

• Computer literacy – MS Office Suite
• Excellent communication skills both oral and written
• A confident person who is self-driven with strong interpersonal and negotiation skills.
• A person of integrity and with good negotiation skills.
• Ability to be an agent of change and Innovation with a strong desire to excel.
• Ability to deliver set business targets and services with minimum supervision.
• Flexible and willing to travel on short notice.
• Age: 20 years – 30 years.

Technical Competencies

• Strong communication & presentation skills.
• Strong co-ordination skills.
• Analytical Skills.
• Interpersonal skills.
• Negotiation and Selling Skills.
• Leadership and management skills is an added advantage.

Minimum Qualifications, Knowledge and Experience

Academic

• A Degree in a business-related field from a recognized institution.

Experience

• Minimum one-year sales experience with relevant experience in Customer Service and relationship management.

Principle Accountabilities 

Financial  

• Manage and grow the non-funded income line and minimize revenue leakage from lending solutions. 
• Digitize processes to minimize costs   
• Maximize net interest income from the portfolio. 

Strategic Product Planning and Management 

Product Development & Management:  

• Develop and manage a suite of liability products, ensuring they meet the needs of the bank’s target customer segments. 
• Conduct regular market research to identify emerging trends, customer preferences, and competitor offerings to inform product enhancements and new product development. 
• Work closely with other departments (e.g., marketing, operations, compliance) to design and implement new products, ensuring timely rollouts. 
• Monitor product performance, track KPIs, and recommend product adjustments to optimize revenue, customer acquisition, and retention. 

Product Strategy & Planning:  

• Develop short- and long-term strategies for bank liability products, aligned with the bank’s business goals. 
• Conduct financial analysis and forecasting to assess the impact of existing and new products on the bank’s profitability. 
• Work with senior leadership to define product pricing strategies, fee structures, and promotional campaigns. 

Customer Experience & Relationship Management:  

• Collaborate with customer service teams to ensure that customers have a positive experience with the bank’s liability products. 
• Handle escalated customer queries related to liability products, ensuring high customer satisfaction levels. 
• Analyze customer feedback and industry trends to continually improve the design and features of liability products. 

Internal business processes  

• Conduct quarterly Branch and channel visits to ensure “best practice” is consistently delivered. 
• Develop robust customer-centric processes that improve the turnaround time of service delivery 
• Drive the system towards service quality standards in an efficient operation where risks are well controlled. 
• Ensure that all liability products comply with relevant banking regulations and laws. 
• Stay up to date with regulatory changes and incorporate necessary adjustments to product offerings. 
• Work closely with risk and compliance teams to identify and mitigate risks associated with liability products 

Customer Acquisition  

• Collaborate with the sales and branch network teams to promote liability products and provide training on product features, benefits, and processes. 
• Monitor the success of sales campaigns and initiatives for liability products, providing feedback and adjusting strategies as necessary. 
• Help identify cross-selling and upselling opportunities to increase customer engagement and product adoption. 
• Establish feedback Deposit products. 
• Review and manage customer portfolio for growth 

Key Competencies and Skills 

Technical Competencies  

• Problem analysis and solving 
• Organizational and planning skills 
• Judgment and decision-making skills 
• Attention to detail 
• Negotiating skills 
• Creativity 
• Writing skills 

Behavioural Competencies  

• Communication skills 
• Goal-driven and results-oriented 
• Customer orientation 
• Presentation skills 
• Interpersonal skills 
• Proactive initiator 

Minimum Qualifications, Knowledge and Experience 

Academic:  

• Bachelor’s Degree 

Professional:  

• Training in various Banking operations 
• Training in Various product development and management 

Desired work experience:  

• 3 years of experience with at least 2 years’ in product development in a financial service environment. 
• Metrics-driven: Strong analytical and synthesis skills, including the ability to absorb and process large amounts of data into actionable information. 
• Knowledge of marketing principles and practices 
• Knowledge of business and management principles and practices 
• Project management skills 
• Proficient in relevant software applications

Principle Accountabilities

• Trade Finance deal origination, structuring, placement and portfolio management.
• Growth and development of trade finance business in the assigned sectors.
• Ensure adherence to the terms and conditions and actively monitoring the trade finance transactions.
• Building and maintaining strong trade customer relationships through excellent customer service in order to achieve customer loyalty and maximize share of wallet.
• Development and Support for Supply Chain Financing (SCF) within current clients’ ecosystems and sourcing of new clients for the SCF.
• Sales and market intelligence, directly and in partnership with Corporate Relationship Managers and Retail SME Business Teams.
• Providing expert advice and guidance to our SME and Commercial Banking Clients and Relationship Teams on trade finance products and transactions.
• Providing technical support to Trade Services (Operations) Team.
• Promote Trade finance product and process innovation.
• Trade Finance product training business teams through branch visits, participation in workshops and joint customer calls, among other avenues.
• Creation and development of business opportunities through participation in trade forums/conferences and other channels.
• Any other duties that may be assigned from time to time by or through my line manager

Key Competencies and Skills

Technical competencies:

• Proficient in Microsoft Office applications
• Proficiency in International Trade Finance and Supply Chain Finance Practices.
• Strong appreciation of banking operations, corporate, treasury, retail and transaction banking.

General competencies:

• Analytical mind and the ability to solve problems.
• Flexibility and good time management skills.
• Team Work and Interpersonal skills.
• Integrity and Professionalism, Communication Skills
• Ability to work independently under strict deadlines.
• Demonstrated good planning and organization skills.
• Report writing and presentation skills.

Minimum Qualifications, Knowledge and Experience

Education:

•  A University degree preferably in a Business-related discipline.
• Possession of a postgraduate degree or professional qualification in a related field is desirable but not essential.

Experience:

• At least five (5) years’ experience in banking, with proven experience of at least two (2) years in a similar position or at least 3 years banking experience and sales/marketing background, where he/she managed a portfolio of SME or Commercial/Corporate Banking clients.
• Experience in managing relationships that have significant Trade Finance exposure.
• Experience in development and marketing of Trade Finance products.

Principle Accountabilities

• Create systematic and consistent lead generation from project marketing efforts, cold calling, referrals, lead generation services and other forms of media. All engagements to be on the CRM.
• Ensure that all client engagements from prospecting to closure are on the CRM.
• Conduct surveys to identify price of competing properties on the real estate market and relay the same to their supervisor
• Provide periodic (daily, weekly and monthly) sales reports (client pipeline) to company management on sales operations and generated returns using CRM systems
• Build and maintain relationships with clients by providing support, information and guidance through the entire customer journey.
• Participate in the promotion of property sales on organized events such as expos, site activations, mall activations among others.
• Follow up and ensure the preparation and approval of documents such as booking forms, offer letters, sale agreements and transfer documents
• Upload customer payment evidence on the CRM for validation
• Ensure customer payment plans are followed up and all collections done on time. Achieve 85% compliance to customer payment plans. Issue cancellation notices through the CRM as per policy.
• Ensure all mortgage clients are identified early, their mortgage applications created and tracked centrally.
• Ensure compliance with real estate laws and policies when conducting property sales. Act with high levels of professionalism in all client engagements

Key Competencies and Skills

• Excellent communication, influencing and negotiating skills
• Astute sales skills
• High integrity
• A strong team player
• Ability to adopt a flexible approach to meet targets and the needs of the business

Minimum Qualifications, Knowledge and Experience

Academic & Professional

• Minimum Diploma in Business Administration, Marketing or related field
• A competent user of the Internet, Microsoft Outlook, Microsoft Word, Microsoft PowerPoint and Microsoft Excel.

Experience

• At least 2 years’ experience in financial or real estate industry
• Experience in using customer relationship management tools
• Proven track record of sales
• Own network of potential leads
• Experience in handling high net-worth clients

Principle Accountabilities

• To develop and maintain strategic relationships with the various departments across the bank, partners and suppliers. Define, negotiate, and regularly track SLAs of IT services with various business units and third-party service providers for HFC.
• Ensure effective on-going monitoring and support for all systems in use by both internal and external customers by maintaining IT services provision at the highest possible levels. Carry out regular performance measurements (MI/Reporting, trend analysis, KPIs) to ensure that HFC IT services are delivered as per SLA’s by both internal IT and external vendors and providing metrics for periodic SLA and contract reviews and renewals.
• To define, implement and oversee the IT change management framework and process in line with industry best practices e.g. ITIL, COBIT to minimize the impact of IT infrastructure changes to internal and external customers.
• To develop, implement and continuously improve ICT "best practice" tools and processes based on IT services management frameworks e.g. ITIL, COBIT. Promote a quality & risk management culture in IT services through the development and implementation of appropriate quality & risk strategies to manage the services, the supply chain of IT services, provide the required levels of service, system performance and functionality that meet business objectives.
• Provide inputs into IT strategic planning and budgeting processes to ensure that key service themes are addressed to improve availability while improving self-service.
• Own the IT services catalogues and ensure it is regularly updated with all services provided by IT.

Main Activities

• Establish and manage ITIL processes to meet business requirements in the most effective manner.
• Define and maintain an up-to-date IT services catalogue for HFC.
• Produce periodic and ad hoc reports on availability, service performance and Service Level Agreements.
• Lead performance reviews with IT suppliers in support of the service management objectives
• Manage and resolve escalated issues through communications to the business, managing suppliers and coordinating response from a diverse groups of IT service providers internally and externally.
• Manage and regularly audit the IT Configuration Management Database (CMDB) to ensure the IT infrastructure data and configuration information held is up to date.
• Ensure continual service improvement by carrying out research in new technologies, industry best practices & innovations and providing recommendations to senior management in the provision of ICT services changing business requirements.
• Understand corporate and departmental strategic objectives and design and deliver IT solutions in support of the objectives.
• Drafting, negotiating and implementing SLA’s with the business units. Ensuring agreed business requirements are met and exceeded.
• Ensure that sufficient reporting capability is available for performance tracking and to provide reports to IT function, IT customers and senior management of the bank.
• Manage IT changes within the bank, assessing suitability, value for money, risk to customers and scheduling changes in a way that minimizes their impact on customers.
• Monitor service delivery and performance of 3rd party IT service suppliers and ensuring contractual targets are achieved and business expectations are met.
• Proactively assess and interpret into understandable services the current and future business requirements, technology developments and industry best practice, and communicate these to senior management to generate buy-in to services and influence the overall spend of IT.
• Ensure reports are provided according to an agreed schedule (or on request), including management and account performance reports.
• Hold all IT service providers accountable for delivery on the required services and tasks.
• Participate in the development, implementation and management of continuous service improvement planning within IT and the business.

Key Competencies and Skills

Technical Competencies

• Proficiency with ITSM tools (e.g., ServiceNow, Jira Service Management).
• Experience working with external vendors and managing SLAs.
• Monitoring and Performance Optimization.
• Proficiency in managing banking applications.
• Experience with database management systems.
• Proficiency in Project management tools and vendor coordination.
• Strong ability to prepare reports and technical documentation for senior management.
• Proficiency in Data Analytics and presentation.

General Competencies

• Results oriented with excellent interpersonal skills.
• Social and digital knowledge/capabilities and innovation.
• Proven ability to quickly grasp business risks and make sound decisions.
• Strong analytical skills to address challenges and identify opportunities.
• Ability to adapt to changing technologies and industry trends.
• Experience in managing multiple projects with varying scopes and deadlines.
• Ability to develop and implement long term strategies aligned with the bank’s goals.
• Strong business acumen.

Leadership Competencies

• Capability to inspire and motivate teams with a clear vision for technology’s role in banking.
• Proficient in making informed decisions that align with business objectives and risk management.
• Ability to mentor and develop team members, fostering a collaborative environment.
• Skilled in building and maintaining relationships with internal and external stakeholders.
• Solution orientation.

Minimum Qualifications, Knowledge and Experience

Qualifications - Academic and Professional

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• ITIL Service Level Management practitioner certification.
• PMP, COBIT, or similar project management certifications.

Experience

• Minimum of six years’ relevant work experience with more than two in Service management.
• Experience in managing IT infrastructure, applications, and support teams.
• Working experience in a bank or other financial services organization would be added advantage.

Principle Accountabilities

• Cross selling of HFC Banks products by establishing new relationships in order to grow both assets and liabilities book.
• Maintaining customer relation by regular contact to ensure customer satisfaction business continuity
• To review accounting opening forms and loan applications by scrutinizing the documents to ensure they are KYC Compliant.
• To check data entry by verifying the data captured against source documents to ensure accuracy in data capture.
•  To analyze mortgage loan applications by interviewing the customers.
•  To identify customers borrowing needs by interviewing so as to ensure selling of the right mortgage product.
•  To safeguard bank assets by being a dual custodian to minimize frauds and losses

Key Competencies and Skills

Technical and General Competencies:

• Technical competencies: selling skills, analytical skills, negotiation skills, supervisory     skills, IT Skills, report writing, communication skills and Product knowledge.
• General competencies: Team Work, Listening skills.

Minimum Qualifications, Knowledge and Experience

• Education: A Business related degree
• Experience: 3 years in Banking Industry

Principle Accountabilities

• Timely and accurate processing of loan and insurance premium disbursements.
• Prompt closure of loan account as per written instructions from Credit Operations department.
• Prompt and accurate marking of overdraft limits on customers’ accounts.
• Prompt processing of internal transfers affecting mortgage accounts and savings accounts
• Prompt adjustment of loan interest rates, terms and conversions as per written instructions from the Credit Operations department.
• Processing of EFTs that are remitted directly through our bank’s accounts in Citibank, Equity, Standard Chartered and Barclays Bank
• Processing of standing orders, bulk payments and salaries.
• Remittance of tax, revenue stamp collections and withholding tax to Kenya Revenue Authority [KRA]
• Processing all journal vouchers and invoices as per instructions received from HF Group
• Reconciliation of General Ledger Accounts for the unit
• Ensuring adherence to the Bank’s operating policies, procedures and risk management guidelines.
• Ensure adherence to Service Level Agreements with internal and external stakeholders.
• Responding to inquiries/complaints/issues effectively and promptly
• Performing other duties as may be assigned.

Key Competencies and Skills

• Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person, and over the phone.
• Excellent interpersonal skills with the ability to effectively lead and work with individuals and groups at all organizational levels; ability to work independently and as part of a team.
• Excellent customer service skills with the ability to respond to inquiries or complaints effectively and timely.
• Ability to take initiative and prioritize tasks; good time-management, organization, problem-prevention, and problem-solving skills.
• Basic analytical ability with active listening skills.
• Ability to work accurately with close attention to detail; must have eye for detail, a strong ability to scrutinize and examine.
• Ability to maintain confidentiality of sensitive information.
• Ability to study and apply new information.
• Willingness to adapt to changing business needs and deadlines.

Minimum Qualifications, Knowledge and Experience

Academic & Professional Qualification

• Bachelor's degree in finance, accounting, business administration, or a related field

Experience

• At least two years’ experience in banking operations.

Principle Accountabilities

• Receiving account opening documents from the Sales Teams and vetting to ensure compliance with Know Your Customer [KYC] requirements
• Validating cheques received through Inward Clearing i.e. to confirm their authenticity and ensuring compliance with AML guidelines
• To conduct daily edit checks of postings to ensure accuracy, authenticity, completeness of processed work and integrity of data.
• Ensuring source documents are provided for each transaction manually posted on the system at CPC and investigating instances of missing items.
• Maintaining a record of all errors and sharing with the management on a monthly basis for trend analysis
• Following up on resolution of errors to conclusion.
• Performing quality assessments checks within CPC to ensure compliance with laid down policies and procedures
• Promoting business for the Bank by maintaining good operational standards.
• Ensuring resolution of all audit queries and no repeat audit issues.
• Ensuring provision of quality professional service at all times and ensuring that a professional image of the Bank is maintained both internally and externally.
• Adherence to Bank’s operating policies and procedures.
• Performing other duties as may be assigned.

Key Competencies and Skills

• Excellent written and oral communication skills; ability to communicate effectively and projects a professional image when giving and taking information in writing, in person and over the phone.
• Excellent interpersonal skills with the ability to effectively lead and work with individuals and groups at all organizational levels; ability to work independently and as part of a team.
• Excellent customer service skills with the ability to respond to inquiries or complaints effectively and timely.
• Ability to take initiative and prioritize tasks; good time-management, organization, problem-prevention and problem-solving skills.
• Ability to work accurately with close attention to detail; must have eye for more information, strong ability to scrutinize and examine.
• Ability to maintain confidentiality of sensitive information.
• Ability to study and apply new information.
• Willingness to adapt to changing business needs and deadlines.

Minimum Qualifications, Knowledge and Experience

Academic Qualifications

• Bachelor’s Degree in a relevant field.

Experience

• One-year experience in banking operations
• Hands-on experience in undertaking various transactions on the core-banking system (Profits) is a must.
• Experience in account opening

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 the bank offers- 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 by marketing 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.

Key Competencies and Skills

Technical 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 requirements 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 the ability to train, develop, and mentor junior staff.
• Relationship Management skills.
• Networking Skills.

Personal attributes

• 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. 

Minimum Qualifications, Knowledge and Experience

Academic Qualifications:

• Bachelor’s degree in a business-related field
• Master’s Degree will be an added advantage

Professional Qualifications:

• Retail Banking Associate (RBA UK)
• Customer Relationship Management Course
• CISI Certified Level 1 will be an added advantage

Work Experience:

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