Job Summary

Support Head of SME Banking effectively in achieving revenue targets, delivering excellent service and meet productivity targets.

• •Develop and manage a high-performing sales team of Relationship Officers through coaching, talent management programs and specialized training programs.
• •Support SME’s regional managers and Ro’s on processing their application from approval to payment.

Job Description​

Accountability:  Business Management -40%

• Achieve agreed asset targets by managing and supporting a team of Relationship Officers through offering of a wide range of products and services to SME clients.
• Develop and market the bank’s business through contact with SME customers, high net-worth individuals, and other prospective clients.
• Support Relationship Officers’ sales and performance targets by proactively monitoring and acting on Daily Scorecards, Monthly financial and Operational reviews, Call Reports, and pipeline of business opportunities reports.
• Monitor and manage companies/clients applications at a satisfactory rate of return to the bank.
• Provide value added engagement with other departments and Product Specialists within the bank on assuring customers applications are effectively attended as per the SLA.
• Work with Risk Department in building awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies for the SME Banking Department.
• Coordinate and organize the SME’s Lending Forum Meetings constituted to assist the business in managing the review of lending activities on regular basis ensuring that customer recruitment is in line with risk appetite, profitable customers are given the attention they deserve and problematic customers are identified upfront and given proper attention.

People Management and Development 20%

• Provide a dotted line leadership and supervision to Relationship Officers and other personnel within the department.
• Motivate staff and ensure they are recognized through NBC recognition schemes.
• Create an empowering environment for team members, encouraging individual ownership and initiative.
• Set high performance and productivity standards for team.

• Develop and communicate an annual plan to optimize the resources (Financial, human and physical) as agreed with the Business banking Leadership.
• Involve Head of SME and in developing the annual resource and capacity plans.
• Build and develop a high performing team, through embedding performance management and coaching. Discuss and finalize performance management plans and ratings for the Regions team.
• Maximize performance Relationship Officers by identifying development of training needs and ensure coaching or delivery of training takes place.
• Drive employee development and engagement within the cluster and branch teams that results in a high-performance climate and culture
• Conduct effective performance management for direct reports
• Monitor and ensure that all Branch Key Performance Indicators are achieved
• Share knowledge experience and best practice with branch managers, relationship managers, branch teams and the broader business.
• Create an empowering environment for direct reports, encouraging individual ownership and initiative and ensure they do the same for all their staff.
• Effective resource management/planning that reflects current and future business requirements, ensuring that the correct balance of numbers, skills and experience, by playing an active role in recruitment and exits of direct reports. This includes evaluating requests from branch managers for additional staff, and may reallocate headcount between branches, within overall area headcount budget.
• Initiate HR processes for direct reports when required e.g. disciplinary process, leave management, learning and development, talent identification etc in consultation with HR
• Acts as escalation point for grievance cases touching on Ro’s in the region
• Motivate staff through appropriate recognition schemes.

Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development

Customer Service Management 15%

• Proactively and professionally support Relationship officers to manage client experience by providing appropriate on job training and coaching on product and services delivery.
• Keep an active and accurate records/log of customers complains discussions/correspondences with clients and provide timely feedback on unresolved /resolved issues.
• Effectively co-ordinate client relationships/activities with another department within the bank.
• Use client feedback to improve product and service offering.
• Participate in weekly performance review, and knowledge sharing meetings with Regional Managers, Branch Managers and Relationship Officers.
• Conducting maintain constant dialogue/sharing of information with other departments (Retail and Corporate Credit, Corporate Banking, SMU, ICU, Treasury and Legal).
• Coordinate local functions/community/governmental and business development activities

• Develop and maintain contact with Product Specialists in other areas of the bank, including Corporate Banking, Treasury, and Retail Banking.
• Understand and articulate aggregated cluster requirements feedback to shape the customer proposition and product offering
• Ensure high quality, knowledgeable service levels in branches to exceed customer expectations
• Build a motivated, committed, and focused Branch team, consistently delivering creative, precise and customer-focused service
• Act as the escalation point for HOT complaints. Visit high net worth or key clients on request from the branch managers and relationship managers.
• Ensure branch network service excellence through continuous monitoring of service scores and with service manager develop plans for improvement. Discuss and agree plans with direct reports.
• Collaborate cross-functionally to provide high standard of service delivery

Engage in high-net-worth client meetings as needed for complex scenarios reviews and consultations

Accountability:  Risk, Control and Compliance Management  15%

• Work with Risk Department in building awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies for the SME Banking Department.
•  Ensure that All Relationship Officers review their portfolio on a monthly basis and ensure that all documentation required (KYC, AML and Sanctions) are up to date, and escalate any unresolved KYC requirements to the relevant mandated holders.
• Ensure Relationship Officers take accountability on the accuracy and quality of the documents, loan applications, ICU checklist and other related documents.
• Ensure the region operates in a compliant manner and adheres to relevant company and regulatory requirements to achieve satisfactory grades in local & Group Audits
• Monitor branch operations and control performance to ensure that branch standards in the cluster are met and where required review branch remediation action plans.
• Review incident reports raised from branches and take required actions e.g. escalation, disciplinary action etc.
• Signoff all dormant account and all other refunds above branch manager limits
• Understand and manage risks and risk events (incidents) relevant to the role.”
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Ensure all financial crime matters are addressed on time e.g. annual PEP & HRR,LR  reviews
• Control Non-performing Assets to within regulatory and Industry standards

Hold cost center for network related non-branch expenses such as disturbance allowances, transportation costs etc. responsible for managing costs within budgets for these items.

Change Management 10%

• Comply and keep abreast of all policies, procedures, and circulars updates.
• Ensure self-development pertaining to career path to develop knowledge and skills
• Complete all critical compliance training
• Project manage all major organizational changes within the cluster such as organizational structure changes, IT/system changes or process changes,  Process Improvement, 

Communicate strategic changes to branch management and ensure that any target changes are agreed.

Qualifications

Bachelor`s Degrees and Advanced Diplomas - Business, Commerce and Management Studies, Commercial mindset - Junior (Meets some of the requirements and would need further development), Customer Excellence - Service Delivery (Meets all of the requirements), Digital familiarity (Meets all of the requirements), Effective communication - Basic (Meets all of the requirements), Experience in a similar environment, Openness to change (Meets some of the requirements and would need further development), Product and/or Service Knowledge (Meets all of the requirements), Relationship building (Meets some of the requirements and would need further development)