Job Purpose Statement

The role holder is required to achieve customer growth and retention management for a specific portfolio through collaborative account management with the Relationship Management teams and other stakeholders in the organisation

They shall serve as the voice of customer within the Bank, ensuring that all promises made to the customer through the relationship management teams are fulfilled. The role holder shall manage the sector’s operational duties, customer queries and arising complaints to closure by closely coordinating interactions between customers and internal stakeholders. They shall be held responsible for achieving process improvement and change management within the corporate banking department.

Proactively engage with internal support teams to ensure customer fulfilment while ensuring strict adherence with all policy requirements including proper documentation, routine portfolio monitoring, controls and exemptions management (compliance with credit, AML/KYC requirements).

The role holder will be required to provide active administrative support to the sector head. They will assist RMs with cheque refers, excess requests and to prepare credit applications for further analysis and action by the RM. Relevant experience in the specific sector will be an added advantage.

Ideal Job Specifications
Academic:

• Bachelor’s degree from a recognized accredited university.

Professional:

• At least 3 years’ experience in an assistant management capacity in a similar sized organisation.

Desired work experience:

• Proven track record of consistently achieving a portfolio’s financial growth.
• Experience in products, bank operations and customer experience is highly desirable.
• Knowledge of the local banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general Commercial Banking regulations and practices.

Budget/ Accountability:

• Drive customer fulfilment for the sector.
• Originate credit applications for approval and manage cheques/customer payments processing
• Provide operational support and adhere to operational control guidelines
• Provide reports and data on KPIs, portfolio health, customer experience surveys etc