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Description

In line with enhancing career progression of staff and to support business growth, we seek to recruit a well-qualified, experienced, self-driven, highly motivated and passionate candidate to fill the following position in the International Banking Department. 

Job Purpose:

Advise HNW Clients approaching the bank with complex individual needs. Engage affluent and hidden affluent in advisory conversations with analytics support and in collaboration with wealth specialists. Acquire and activate new Affluent/potential Affluent client referred to from existing to bank clients or directly to Private Banking. Prepare and educate clients to interact via digital platforms. This role is strategic in nature and will involve developing and growing profitable client relationships. 

• Guidance on optimizing Relationships managers, private banking clients to achieve: Portfolio growth, Revenues growth, Cost management, Service Excellence, Operational excellence and Compliance
• Guidance on optimizing Diaspora Performance on Sales, Portfolio Growth, Revenues, Cost Management, Service excellence, Operational Excellence and compliance, Service responsibilities, People management
• Manage and anticipate client requirements with a focus towards managing the existing base as well as increase cross product holding per client
• Build, understand and sustain relationships with the client’s circle of influence (for example, a parent, mentor, advisor or other family member)
• Consistent and frequent communication with client providing complete, concise portfolio valuations and guidance.
• Serve as a problem- solver for the client, helping them identify investment criteria, recognize and handle concerns that arise as consultation moves closer to decision.
• Provide ongoing portfolio supervision, with a continuous focus towards helping the client adapt to changes in personal circumstances and the financial environment.
• Retain existing high value clients by growth of wallet with the bank through relationship management activities.
• Resolve client queries without further escalation.
• Effectively convert service recovery to sales opportunities and sustained client loyalty.
• Drive portfolio growth through existing to bank (ETB) and increased product per customer (PPC) ratio.
• Based on client profile, map client potential and work towards upstreaming to Wealth management Solutions.
• Drive portfolio growth through referrals from the Diaspora Team for New to Bank (NTB) segment qualifying customer relationships.
• Ensure meeting clients requirements while ensuring compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff.
• Read, understand and comply with all provisions of the Bank Code of Conduct.
• Sound Knowledge of all aspects of general banking, retail operations and credit operations/deposit and lending products/inspection and audit requirements, as applicable.
• Awareness of all the policies and procedures issued in relation to money laundering prevention.
• Ensure CDD compliance for all new to bank and existing customers.
• Ensure zero operational loss and effective complaint management.
• Report any suspicious transaction immediately.
• Ensure strict compliance and responsible for achieving and maintaining satisfactory audit rating 

Qualifications

• 3-5 years’ experience in relevant relationship management experience or related relevant experience.
• Certified Financial Planner (CFP) useful
• Superior Knowledge of investment Solutions and Financial Markets
• Possess diverse investment and market views to offer a concise and consolidated view of events in order to give the appropriate recommendation and guidance to clients.
• Make effective business decisions independently, based on sound financial and business principles.
• Competent in Collaborating with product specialists to recommend product suite offerings for clients.
• Effective understanding of client requirements and manage it without escalation.
• Strong interpersonal and communication skills with ability to deal with people of all levels
• A team player with good initiatives & assertiveness
• A self-motivator who is keen on upgrading & improving personal knowledge& skills to meet evolving job requirements

Key Critical Competencies

• Solid technology skills, including intermediate with Microsoft (Outlook, Word, Excel, SharePoint, Power Point) and banking software applications
• Excellent presentation and communication skills, both written and verbal
• Excellent organizational and time management skills with proven ability to prioritize and manage workload and to instil a sense of urgency in others as necessary to meet deadlines and goals
• Excellent customer service, relationship management and business development skills
• Sound knowledge of marketing, sales, managerial and leadership principles with broad knowledge of banking operation practices, policies, products and applicable regulations
• Excellent problem solving, decision making, critical and strategic thinking skills, as well as strong attention to detail and concern for data accuracy
• Ability to analyze trends, processes and procedures and develop innovative and effective solutions for improved performance
• Strong overall business acumen with an ability to understand the direction, priorities and goals of the department and organization as a whole
• Strong leadership and interpersonal skills: Present a positive and professional image, effectively collaborate with diverse teams and be successful at achieving results through the effort of others

Key Deliverables (KPIs):

Key considerations in the KPIs will be;

• New customer acquisition -20 per year
• Deposit growth 50M minimum per customer
• Loan disbursements (volume 50M minimum per customer)
• Customer satisfaction 95%
• Average product per customer 3   

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Description

In line with enhancing career progression of staff and to support business growth, we seek to recruit a qualified, experienced, self-driven, highly motivated and passionate candidate to fill the following position in the International Banking Department.

The role will evaluate business and system performance and the expected outcomes, evaluating quality controls to see how effective they are and identifying the possible errors. These evaluations have to be communicated to the management to enable them to make informed decision in regards to the business.

Reporting to the Senior Business Performance Analyst International Banking and Payments, the ideal candidate will provide administrative and technical skills to support a project to success. He/she will:

Perform Business Analysis, Manage & Reduce Risk

• Business Performance Analyst will work with knowledgeable colleagues in various departments in Diaspora Banking to define, design and develop analytic solutions to improve optimization and mitigate risks.
•  Apply timely, accurate and consistent understanding of risks across the Diaspora Banking and Remittances to predict and gauge operational risks, Credit risks and Market risks.
•  Combine data from multiple sources like Core Banking systems, International money transfer services provider’s business portals, current affairs happening to respond to high level business needs.

Improve Operational Efficiency

• Business Performance Analyst will provide insight into which operations in Diaspora Banking and Remittances can become leaner but more efficient and help manage profitability planning, analysis and reporting by each product and customer segment.
•  Business Performance Analyst will from time to time improve operational efficiency by providing insight into the operations of Diaspora Banking and its subsidiaries to become more profitable.
•  Will proactively suggest areas that require further analysis to generate more ideas for improvements.
•  Will work closely with the Senior Business Performance Analyst and other team members to capture data requirements and present final analysis to the stakeholders and the senior management.

Increase Profitability

• Business Performance Analyst will provide to the management with the insights it needs to understand its customers and determine whether the products provided meet their needs.
•  Will create standardized analytical tools to obtain relevant data from the Banks database for the purposes of data reporting and analysis and thereby develop and maintain complex analytical reports and dashboards.

Increase Customer Services and Satisfaction

• Business Performance Analyst will provide insights to understand diaspora customers and determine whether the products that are offered by the Bank are meeting customers’ needs.
• Will help provide a single view of the customer for service, sales, marketing or risk purposes and facilitate more effective cross-selling of products to the existing customers.

Qualifications

Broad technical understanding (performance analyst)

Stays abreast of industry developments to make cost effective use of new and emerging tools and technologies. Keeps up to date with advances in digital analytics tools and data manipulation products.

Communicating analysis and insight

Should be able to use the most appropriate medium to visualize data to tell compelling and actionable strategies relevant for business goals. Presents, communicates and disseminates analysis and recommendations effectively, appropriately and with high impact.

Performance measurement

Enables the team to develop a performance framework including key performance indicators (KPIs) for a service or product. Provides the intelligence to support the formulation of both short-term and long-term strategic plans. Is able to identify and analyse options, and assess their feasibility and operational impact. Ensures that business solutions are aligned with strategy, business goals and end user needs.

Undertaking analysis and providing insight

Able to turn data into valuable insights that inform decisions. Has an understanding of analytical tools and is numerate. Collects, collates, cleanses and interprets data to derive meaningful and actionable insights. Able to identify and apply the most appropriate analytical techniques to bring different sources together to tell a story. Involves teams in analytics to increase consensus and challenge assumptions.

Verification and validation of data and analysis

Is aware of quality assurance techniques including those used by other analytical professions. Identifies the right data sources and then validates and understands how to interpret the results. Ensures data is fit for purpose.

Understanding analysis across the life cycle

Understands the different phases of product delivery and is able to plan and run the analysis for these. Able to contribute to decision-making throughout the lifecycle. Works in collaboration with user researchers, Developers and other roles throughout the lifecycle. Understands the value of analysis, how to contribute with impact and what data sources, analytical techniques and tools can be used at each point throughout the lifecycle.

Understanding constraints (performance analyst)

Able to understand and work within the given constraints (including but not limited to technology, policy, regulatory, financial, legal, ethical, user constraints) and to challenge constraints that can be changed. Capable of ensuring compliance against constraints by adapting products and services where needed with a particular focus on data security and privacy concepts including data protection.

User-centered analysis

Understands and can identify who users are and their needs based on evidence. Puts users first and can manage competing priorities. Understands the importance of analysis to user centered design and collaborates with professions that are focused on user centered design (for example, user research, user experience, content, design, business analysis). Acts as a voice of the internal user and end user, and brings together data from varying sources to ensure that all members of agile delivery teams have access to actionable insights.

KEY PERFORMANCE INDICATORS (KPI’s)

• To be the principal contact person for all the Equity Group International Banking and Payments units in relation to the business performance and data analysis.
• To ensure that the customers and partners data is well maintained as per the Policies and Procedures.
• Help in safeguarding customer data by providing privacy and data integrity between systems.
• Ensure quality of data capture at all business levels.
• Oversee and support the maintenance and enhancements of all the business performance and reporting channels.
• Track and monitor all International Banking and Payments performance reports and the support team by having regular touch base meetings.
• Monitor, compile and analyze every business unit feedback from different channels e.g. Service Cloud (By Availing tools to generate daily reports on prior day performance to send out to different business units).
• Work with the Digitalization team/Designers to improve product usability and performance.
• Ensure that product documentation is created and updated and shared to facilitate knowledge transfer to the whole time.
• Work together with management in formulating and executing innovative e-finance products, aiming to achieve the business targets and improve customer experience.
• Understand the market situation and availability of new technology, conduct market analysis and propose enhancement recommendations for management’s decision.