Head, Personal Banking (Assistant Manager - Deputy Manager) at Sterling Bank

Job Summary

• To develop specific products/initiatives tailored to all individual segments in the Retail space that compete favorably in the marketplace whilst acquiring partnerships that will drive liability and scale up risk asset portfolio; and ensure minimal NPL is maintained and customer satisfaction is optimized.

Accountabilities

• Research on ways/trends to enhance existing liability products. Propose new initiatives/offers that will enhance risk asset and liability generation.
• Identify and select customers for strategic partnerships; come up with new initiatives/propositions to enhance our products and offerings.
• Mitigate income loss through proper balance sheet review.
• Drive reactivation of accounts through digital means and customer engagement.
• Ensure that all relevant policies and procedures are followed according to established guidelines, implement recommended improvements, and recommend changes when necessary.
• Onboard new communities on Specta Basic and merchants on PaywithSpecta.
• Manage relationships directly or indirectly through existing Relationship Managers (RMs); engage RMs and external customers on delinquent loans to reduce the Retail NPL.
• Conduct periodic market competitive analysis
• Ensure all issues/requests sent to the team on CRM are resolved within SLA.
• Define performance goals for team members and monitor/evaluate achievement of such goals.
• Monitor performance of Specta loans.
• Provide business advisory services to customers.
• Engage branches to gain insights into business performance.
• Provide reports on performance of Specta products for MPR.
• Design various campaign strategies to proactively engage customers in order to contribute to the revenue drive of the bank.

Person Specification/Job Profile

• Highly numerate, comfortable analyzing complex financial data.
• Lead the planning, implementation, delivery, and continuous improvement of digital/tech solutions for the organization
• Good Leadership/Managerial Skill
• Capable of executing initiatives in line with the strategic direction.
• Has a proven track record of successfully line managing and developing a team.
• Expert in selling complex, often customized products and services to significant customers.
• Manage a sales department to achieve sales targets over a significant area.
• Demonstrated track record of planning, managing and delivery of complex cross functional projects from conceptualization to launch
• Expert in Critical, design thinking principles and methods
• Expert in analytical and business management skills
• Very good in Product Strategy, Development and Management
• Digital Customer Acquisition and Management
• Customer Industry Awareness
• Customer Lifecycle Management and Strategic Planning
• Very sound in Market Research and Business Intelligence
• Sales & Marketing and Brand Management

Job Experience

• At least 6-8 years of cognate experience in the banking industry

Required Competencies
Functional/Technical Competencies:

• Product Knowledge
• Customer Relationship Management
• Complaint Management
• Customer Identification
• Business Acumen
• Marketing & Sales
• Anti-money Laundering
• Service Level Management
• Documents/ Records Management
• Digitization
• IT appreciation
• Understanding of Extant Guidelines & Regulations

General Competencies:

• Quality Assurance
• Reporting
• Communication Skills

Behavioural Competencies:

• Interpersonal Relations
• Initiative
• Decision Quality & Problem Solving
• Time & Self-Management

Organizational Competencies:

• Attention to Detail (Excellence)
• Continuous Learning
• Drive for Results (Efficiency)
• Customer focus