HFC Limited Need Relationship Manager Ultimate Banking (Nairobi & Mombasa)
HFC Limited, the banking and property finance subsidiary of HF Group, has an exciting opportunity in our Retail Department. We are seeking a talented, dynamic, self-driven, and results-oriented individual who is committed to performance, excellence, and participating in our growth strategy.
- The Relationship Manager is primarily responsible for servicing and managing client relationships by engaging them, identifying their needs and providing them with the appropriate products, services and solutions from the entire range of HF Banking products.
- The Relationship Manager is responsible for driving profitable revenue and volume growth from their portfolio with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby increasing customer share of wallet with the Bank.
Deadline: 2025-01-20
Category: Ultimate Banking
Subsidiary: HFC
Principle Accountabilities
1. Relationship Management & Customer Service
- Provide High Net Worth (HNW) 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 of HNW clients by conducting financial needs analysis.
- Ensure clients are aware of all the Privileges & Solutions offered under Ultimate Banking (for UB Clients)
- Ensure clients are aware of all financial services the bank offers- 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.
2. Business Development
- Source New Business from Personal Banking & Ultimate Banking clients through referrals, marketing activities and personal contacts.
- Develop the Ultimate Banking customer base and expand the unit’s business growth by marketing the Ultimate Banking products and services.
- Enhance HF Ultimate Banking & 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 SME and Institutional Bank 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.
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 requirements 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 HNW 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 the 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 himself, 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.
- Extrovert/ Amiable personality.
Minimum Qualifications, Knowledge and Experience
Academic Qualifications:
- Bachelor’s degree in a business-related field
- Master’s Degree will be an added advantage
Professional Qualifications:
- Retail Banking Associate (RBA UK)
- Customer Relationship Management Course
- CISI Certified Level 1 will be an added advantage
Work Experience:
- Minimum 3 years’ experience in similar job with a financial services institution.
