Relationship Manager – Transaction Banking and Cash Management at Sidian Bank

JOB PURPOSE

The Job holder will be responsible for managing Sales & Business Development of Digital, Transaction Banking & Cash Management products and channels, which involves growing uptake and utilization from the bank’s target markets. The job includes continuous enhancement of the breadth and depth of product lines for the division to achieve and sustain competitive positioning in the target markets. Effective account relationship management resulting in optimization of customer satisfaction, retention and wallet share through selling multiple solutions from appropriate range of the bank’s product is critical.

KEY RESPONSIBILITIES

• Strategic input and planning
• Sales and Business Development
• Marketing
• Customer Experience
• Risk & Compliance

MAIN ACTIVITIES
Strategic input and planning:

• Contributes to the completion of the Transaction Banking & Cash Management strategy by preparing and implementing an individual business plan that encompasses strategies for performance on branch and SBU growth objectives.
• Prepares a personal action plan that contributes to the overall budget.

Sales & Business Development:

• Full responsibility for all digital product lines and all sales and business development: Credit card sales; Corporate Internet Banking sales; Mobile Banking; Mobile Lending; Retail Internet banking; Lipa Na MPesa products – Tills/Paybills/Express; Salary advance for employed staff and Debit Cards.
• Develop business opportunities and monitor digital channels activities in line with the Bank’s long-term strategic and annual business plans and ensure that the branch and SBU remains competitive and promptly reacts to changing market conditions and customer needs.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Actively market and develop the digital banking products to existing and prospective clients to grow the wallet share.
• Continuously conduct market research and competitor analysis to identify new business opportunities.
• Manage relationships of key accounts while tapping on their share wallet through cross selling and upselling.
• Activation of clients on-boarded on different digital channels i.e. mobile, debit card, credit card, LNM, Internet Banking to drive utilization, transaction volumes and income.
• Responsible for Credit card business growth in the branch through customers acquisition and usage.
• Responsible for portfolio growth through a series of aggressive client acquisition, sales and relationship management to increase the uptake of cash management products.
• New merchant acquisitions, developing merchant relationships and attending to merchant enquiries, setting up of new merchants under Lipa na Mpesa and Sidian Xpress.
• Driving the growth of revenue from cash management solutions and any new products that maybe introduced by the bank.
• Responsible for driving growth in salary advance / mobile lending loan book within the branch by ensuring eligible customers/agents are onboarded to the service and transactional.
• Responsible for driving growth in Bulk Internet banking processors within the branch by ensuring eligible customers are, onboarded and transactional.

Marketing

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Support product specialists and the sales teams in marketing of initiatives and other products to local businesses.

Customer experience

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Seamless customer support on and an all rounded approach to ensure their challenges are timely handled and complaints promptly escalated for closure.

Risk & Compliance

• Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Banks AML/CFT/CPF guidelines and escalation of any suspicious accounts.
• Continuously monitor customer transactions in the context of the profile of the customer and properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose.
• Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
• Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
• Ensure that verification is done as to the identity of the customer, documentation used to open account, and conducted transactions during the customer journey.
• Ensure that all transaction forms are filled to completion and properly reviewed. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Identify any high risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high risk accounts . Forward the details of such high-risk customer(s) and any
• PEP/PEP Related persons noted to senior management for approval. Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated.
• Identify customers in portfolio that require an update of profiles in a timely manner and ensure that the changes are maintained in the system and are up-to-date.
• Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
• Ensure accurate and complete data has been captured in the system and that customers are properly risk rated or categorized as per bank policy on customer categorization as high, medium or low, and ensure that timely KYC update is done for the various risk categories of clients as per regulatory requirements
• Ensure that the transactions contain the full details and the relevant supporting documentation and authorizations are in place where required. Where information provided is not reasonable, a suspicious transaction report should be raised immediately as per process indicating the basis of suspicion
• Attend training and maintain knowledge of and comply with all bank policies and procedures including Anti Money
• Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules and regulations.
• Participate or undertake Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing bank programs on a regular basis e.g. taking attestations, self-assessment tests, filling in compliance questionnaires as required
• Comply and not to knowingly participate or assist in any violation of Anti Money Laundering/Countering Financing of
• Terrorism/Countering Proliferation Financing laws, rules, regulations or internal policies, procedure and guidelines.
• Report suspected money laundering cases to their respective heads of units or to the Money Laundering Reporting Officer as soon as such incidents occur immediately with a clear basis of suspicion
• Avoid Misrepresentation and Malicious Reporting – knowingly making a false, fictitious or fraudulent representation e.g. statement, report, document.
• Avoid Tipping Off customers being investigated so as not to knowingly prejudice an investigation by disclosing information.
• Not provide advice or other assistance to individuals who attempt to violate or avoid Anti Money Laundering/Countering Financing of
• Terrorism/Countering Proliferation Financing laws, rules, regulations or corporate policies.
• Respond to all AML/CFT/CPF queries when requested by Compliance Unit to allow the bank to comply with the requirements of The Anti-Money Laundering and Combating Financing of Terrorism Amendment Act
• Co – operate fully with regulators and law enforcement agents and make available required documents and information.

DECISION MAKING AUTHORITY

• Appropriateness of the business structure;
• Pricing structures and negotiation parameters;
• Range of products to support business.

ACADEMIC BACKGROUND

• University Degree in Bachelor of commerce (Finance or Accounting) or other relevant Business Degree
• Master’s degree will be an added advantage

WORK EXPERIENCE

• At least five (5) years’ experience in banking.
• A minimum of three (3) years skills experience in Electronic Channels / Cash Management / Digital Banking / Transactional Banking.
• Experience in banking regional delivery, with extensive knowledge in Internet Banking.
• Experience and knowledge in Money remittance field.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills

PROFESSIONAL CERTIFICATION

Desirable to have:

• CPA (K), ACCA or equivalent professional qualification
• Diploma in Banking – AKIB
• Project Management