Vacancies at HF Group

Principle Accountabilities

Relationship Management & Customer Service      

• Provide 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 clients by conducting financial needs analysis.
• 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 clients through referrals, marketing activities and personal contacts.
• Develop the customer base and expand the unit’s business growth through marketing of the banking products and services.
• Enhance HFC 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 cross departmental 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 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 self, 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.
• Amiable personality. 

Minimum Qualifications, Knowledge and Experience

Academic Qualifications:

• Bachelor’s degree in a business related field

Work Experience:

• Minimum 3 years’ experience in similar job with a financial services institution.

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Principle Accountabilities

• Source potential organizations and recommend their inclusion in HF approved schemes list. Maintenance of relationship with existing schemes including carrying out sales presentations and scheme sales activations.
• Support Retail, Branch, Direct Sales & other sales channels to achieve sales objectives in Kenya and follow-up and resolution of customer service issues that arise from schemes.
• Work with Marketing & Product Development teams in the development and execution of marketing initiatives for acquisition, retention and growth of customer base.
• Support launch of products, sales strategy and campaigns to key segments for profitable and quality business.
• Relationship management to facilitate effective management and service delivery to all HF check-off schemes
• Key link person for maintenance and growth of HF approved check-off schemes
• Involvement with Business Operations & credit teams and employers to reduce Portfolio at Risk for scheme loans, both existing and new
• Involvement in design of processes for check-off loans administration to reduce wastage and reworks
• Proactive involvement in aligning Bank’s service delivery and internal processes with emerging County business and devolved functions of Government.
• Provide MIS on schemes performance through analysis, reports and updates for decision making by business.
• Generate referrals and use market intelligence to achieve deeper relationships with customers.
• Grow deposits and Assets through growth of schemes
• Cross-sell to existing Customers and grow products per customer ratio
• Provide regular updates on companies and individuals who exhibit high risk policies and practices hence control and manage risk.
• Work closely with the other Corporate Relationship Managers and Business Banking in building relationships with companies.
• Business Planning & Financial Management.

Key Competencies and Skills

Technical Competencies:

• Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
• General knowledge in banking processes.

General Competencies:

• Excellent written and oral communication skills.
• Excellent interpersonal skills with the ability to effectively work with individuals and groups at all organization levels; ability to work independently and as part of a team. 
• Excellent customer service skills with the ability to respond to inquiries or complaints effectively and timely.
• Ability to take initiative and prioritize tasks; good time-management, organization, problem-prevention and problem-solving skills.
• Basic analytical ability with active listening skills.
• Ability to work accurately with close attention to detail; must have eye for details, strong ability to scrutinize and examine.
• Ability to maintain confidentiality of sensitive information.
• Willingness to adapt to changing business needs and deadlines. 

Minimum Qualifications, Knowledge and Experience

Education:

• A business related degree
• Presentation skills, IT Skills (Basic MS Office), Schemes management and Financial Analysis
• Interpersonal skills, analytical skills, leadership, communication skills, time management, negotiation skills, selling skills and presentation skills

Experience: 

• Minimum 3 years in Scheme Relationship Management in a highly competitive environment.