Personal Banking Relationship Manager Branch at HF Group

Personal Banking Relationship Manager 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 Personal 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 Personal Banking clients through referrals, marketing activities and personal contacts.
• Develop the Personal Banking customer base and expand the unit’s business growth through marketing of the Personal Banking products and services.
• Enhance HF 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. 

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.

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 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.

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.

In the vibrant Kenyan job market, finding the perfect career opportunity has never been easier. Whether you’re looking for Jobs in Kenya or exploring Kenya Jobs, our platform is your ultimate destination for a seamless Job Search Kenya. We specialize in Recruitment Kenya, connecting top talent with leading companies across the nation. If you’re in the process of Hiring Kenya, our extensive database and targeted job listings ensure you find the best fit for your team. Start your journey with us today, where opportunities in Kenya are just a click away.