La Riba Relationship Manager - RiftValley Region

Job Summary

To advise customers and process banking transactions accurately and timeously through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Job Purpose:

• To Manager and sustain relationship of La Riba Business Banking customers, building long-term relationships founded on efficient and reliable support for their business. This is achieved particularly through quick risk decisions and managing consistency and quality of operational service.
• The primary objective is to maximize sustainable risk-adjusted / EP portfolio contribution.
• The jobholder will additionally be responsible for business development both with new customers and with his/her existing portfolio.

Key Accountabilities

Accountability: Sales and Service: - 70%

• Conduct annual review of customers’ borrowing facilities (and interim review if customer circumstances [risk profile] dictate).
• Consult customer owners/managers on financial/credit issues and general business practice/ideas.
• Determine the key messages, e.g., agreed service standards, negotiated pricing, relationship team contact points (including introductions to new personnel) and new product changes. Calculating the most appropriate means of communicating them to customers.
• Deal with, and find resolutions for, customer complaints.
• Determine the appropriate La Riba products that are most effective in meeting customer’s needs and be able to sell these, at short notice, both reactively and proactively.
• Plan and co-ordinate any marketing approaches for new business and actively develop existing relationships. Co-ordinate approaches to the portfolio by businesses across the Group.
• Monitor and ensure adherence to risk service standards.

Accountability:  Business Management: - 30%

• Research, create and follow up on a La Riba target list for potential new business.
• Identify priority La Riba customers using the Customer Prioritization Guidelines to assess their present and potential contribution.
• Gather all the required information that is needed to prepare and assess credit applications.  Role holder will be expected to input certain key information such as judgmental information (They will work closely with La Riba team,SME Credit & Product specialists)
• Monitor and control the quality of the portfolio using “Condition of Sanction” triggers where possible and in accordance with RM guidelines and Bank policy.
• Manage “Early Warning List” customers to reduce risk, following H.O. and Regional guidance provided.
• Adhere to procedures and guidelines within the BB RMCD.

Preferred Qualification

• Business degree

Preferred Experience

• 5 years’ experience in sales and 3 years in relationship management.

Knowledge and Skills

Knowledge of the bank’s products, services and policies required to undertake the role:

• The jobholder will be required to have a detailed knowledge of the core set of Business Banking products.
• For Complex La Riba products and concepts, a good knowledge will be required sufficient to:-
  • Recognize the changing needs of the customer.
  • Identify La Riba products/service that best satisfies customer need.
  • Introduce the product/service.
  • Co-ordinate the introduction of the relevant Group product specialist.
  • Deal with customers directly as required.
• A good knowledge of the La Riba products & services available in the Personal Sector is also required to satisfy the individual financial needs of business owners/key individuals.
• The jobholder will require a broad understanding of policies and strategies across the Group as they relate to the demands of the customer base.

Mandatory

Must have good knowledge on: -

• Business Banking,
• Islamic Banking knowledge
• Shariah compliance products
• Customer relationship management
• Team management.

Behavioral Competencies

• Relationship skills
• Decisiveness and initiating action
• Working with others
• Active listening
• Analytical thinking
• Communication skills

Technical Competency

• Persuading and influencing
• Risk skills
• General Corporate skills
• Product skills
• Coaching