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Description

• -The Commercial Relationship Management Officer is a part of the sales team who builds and maintains relationships with customers, develops, exploits, and consummates sales opportunities, drawing in prospective commercial & retail customers, and Observe the competition to see what strategies are being used in order to stay ahead of the competition
• - Job Purpose
• - To contribute to commercial business development, and execution of branch commercial sales plans, in order to achieve desirable profitability
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• - To book quality risk assets and monitor the effective and efficient performance of such loans
• - To foster a productive, value-adding relationship between the bank and customers
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• - To support the Branch Manager to grow a portfolio of profitable customers in pursuit of specific sales, service, growth, and opportunity targets
• - To contribute to a strong customer-focused service culture in the Branch
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• - Coordinating sales efforts with marketing programs JOB RESPONSIBILITIES Sales management:
• - Execute branch commercial sales strategy reflective of the local market conditions to ensure that sales targets are met
• - This includes having product knowledge, cross-selling and keeping up to date with changes and developments in the local market/area to drive optimal achievement sales opportunities
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• - Strong communication and interpersonal skills and the ability to build and maintain relationships
• - To focus on driving customer acquisition and growing volumes, in the commercial business in the Bank through the opening of different types of accounts
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• - To give feedback to the sales team and product management in market situations on new product/existing product development/upgrade for growing small and medium scale businesses and individuals in our marketing environment
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• - Manages and maintains current commercial business relationships and seeks new accounts through sales
• - Be actively involved in instilling and maintaining a positive sales environment through education about the Bank’s products and services
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• - Effectively convert service recovery to business opportunities and sustain client loyalty
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• - Giving sales presentations to a range of prospective customers and engaging in frequent storm
• - Visiting clients and potential customers to evaluate needs or promote products and services
• - Coordinating sales efforts with marketing programs Risk management:
• - Ability to identify an acceptable level of lending risk, in line with the bank’s risk appetite statement and to maximize profit from that transaction
• -
• - Comply with the Bank’s complaint resolution process to resolve the matter, maintain our high service standards and mitigate further risks/losses
• -
• - Minimize risks through adherence to KYC compliance as per the bank policies and procedures in all your operations to minimize losses due to fraud
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• - Discuss loan terms and conditions, and conduct collateral risk analysis to ensure compliance with the bank's policies and procedures
• - Ensure all documentation is valid and complete in the assigned portfolio
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• - Adhering to the Bank’s policies and procedures Financial management:
• - Extract and analyze financial statements, cash flow forecasts and other complex financial reports, providing an accurate assessment
• - Perform prequalification assessment and analysis of financial condition and risk of financing requests within the framework of Bank credit culture and current economic and industry trends
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• - Analyze financial statements of new customers and evaluate all loan documents
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• - Contributes to the growth of deposits, loans and overdrafts to increase the profitability of the branch
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• - Draft and assist the Branch Managers to complete deposit funding and credit proposal papers
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• - Negotiating all contracts with prospective customers
• - Answering customer questions about credit terms, products, prices and availability Customer service:
• - Deliver and always maintain customer service standards, for improved service delivery
• -
• - Log customers’ complaints through the customer query register identifying the root causes and addressing them at source to prevent a recurrence
• -
• - Provide appropriate products and services via the most suitable channel to ensure that customers’ needs are met
• -
• - Offer a consistent yet differentiated customer experience by offering holistic needs analysis and consultation to key clients in portfolio management taking ownership of all categories of customer service matters
• -
• - Consistent and frequent communication with clients providing complete, concise portfolio valuations and guidance
• -
• - Serves as a problem-solver for the client, helping them identify investment criteria, and recognize and handle concerns that arise as consultation moves closer to decision
• -
• - Complies with the use of appropriate processes and procedures expected of all members of staff who are constantly in contact with the customers
• -
• - Advice customers on financial services
• - Handles customer complaints and solves problems
• - Engaging customers on banking products and services
• - Approach and sign on new customers People management:
• - Collaborate with peers in the branch to ensure effective support and service delivery
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• - Contribute to developing a positive and proactive culture including meeting all safety and well-being compliance requirements
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• - Role model and live the Bank’s values while adhering to all corporate HR policies
• - Exhibit Good leadership skill RETAIL RELATIONSHIP MANAGEMENT ROLE JOB RESPONSIBILITIES Sales management: Execute branch retail sales strategy reflective of the local market conditions to ensure that sales targets are met
• - This includes having product knowledge, cross selling and keeping up to date with changes and developments in the local market/area to drive optimal achievement sales opportunities
• - Strong communication and interpersonal skills and the ability to build and maintain relationships To focus on driving customer acquisition and growing volumes, especially in the area of Retail business in the Bank through opening of different types of accounts
• - To give feedback to the sales team and product management in market situations on new product/existing product development/upgrade for growing small and medium scale businesses and individuals in our marketing environment
• - Conduct daily meetings with other retail sales team (Marketing Associates), carrying out reviews on the previous day activities and jointly plan for the week ahead
• - Manages and maintains current retail business relationships and seek new accounts through sales Engage in retail business development activities and solicitation of new retail business; be actively involved in instilling and maintaining a positive sales environment through education of the Bank’s products and services
• - Effectively convert service recovery to sales opportunities and sustain client loyalty
• - The collective targets for the MAs are sole responsibilities of the Retail, RMO who supervises all the activities of MAs under his/her purview
• - Giving sales presentations to a range of prospective customers Creatively engage customers as contactless as possible Visiting clients and potential customers to evaluate needs or promote products and services Coordinating sales efforts with marketing programs Risk management: Ability to identify an acceptable level of lending risk, in line with the bank’s risk appetite statement and to maximize profit from that transaction
• - Comply with the Bank’s complaint resolution process to resolve the matter, maintain our high service standards and mitigate further risks / losses
• - Minimize risks through adherence to KYC compliance as per the bank policies and procedures in all your operations to minimize losses due to frauds
• - Discuss loan terms and conditions, and conduct collateral risk analysis to ensure compliance with the banks policies and procedures Ensure all documentation is valid and complete in assigned portfolio
• - Adhering to the Bank’s policies and procedures Financial management: Extract and analyse financial statements, cash flow forecasts and other complex financial reports, providing accurate assessment Perform prequalification assessment and analysis of financial condition and risk of financing requests within framework of Bank credit culture and current economic and industry trends
• - Analyze financial statements of new customer and evaluate all loan documents
• - Contributes to the growth of deposits, loans and overdrafts to increase profitability of the branch
• - Draft and assist the Retail Cluster Head to complete deposit funding and credit proposal papers
• - Negotiating all contracts with prospective customers Answering customer questions about credit terms, products, prices and availability Customer service: Deliver and always maintain customer service standards, for improved service delivery
• - Log customers’ complaints through the customer query register identifying the root causes and addressing them at source to prevent recurrence
• - Provide appropriate products and services via the most suitable channel to ensure that customers’ needs are met
• - Offer a consistent yet differentiated customer experience by offering holistic needs analysis and consultation to key clients in portfolio management taking ownership of all categories of customer service matters
• - Consistent and frequent communication with client providing complete, concise portfolio valuations and guidance
• - Serves as a problem-solver for the client, helping them identify investment criteria, recognize and handle concerns that arise as consultation moves closer to decision
• - Complies with the use of appropriate processes and procedures expected of all members of staff who are constantly in contact with the customers
• - Advice customers on financial services Handles customer complaints and solve problems Engaging customers on banking products and services Approach and sign on new customers People management: Collaborate with peers in the branch to ensure effective support and service delivery
• - Contribute to developing a positive and proactive Safety and Wellbeing culture including meeting all safety and wellbeing compliance requirements
• - Role model and live the Bank’s Values while adhering to all corporate HR policies Exhibit Good leadership skill Has a direct responsibility and accountability for the performance of all MA in the branch Information Security
• -As part of the Bank’s Information Security requirements, maintain the security of all Information entrusted to the staff and comply with the principles and policies in the Information Security Handbook