Job Summary:
The role holder is to provide exceptional customer service and support the daily operations of the branch. You will work closely with customers, colleagues, and managers to ensure a smooth and efficient banking experience for all.
Key Result Areas:
- Products Development
- Identify types of retail & commercial banking and financial service products and services that best serve specific needs and objectives customers.
- Propose relevant financial or banking instruments to serve specific customer needs and objectives.
- Analyze the risks and profitability of various retail & commercial banking and financial services of products.
- Identify the impact of market forces on the performance of the Bank’s products and services.
- Market Place Knowledge, Strategic and Conceptual Selling
- Possesses a comprehensive understanding of relationship management strategies and techniques.
- Demonstrates skill in building and nurturing client relationships.
- Conducts regular client meetings and discussions to understand their needs and preferences.
- Collaborates with internal teams to deliver exceptional client service and support.
- Credit Risk Management
- Evaluate customer financial strength based on reputation of customers, repayment history, adequacy of equity capital, volatility in sources of funds intended to be used by customers for repayment of loan along with interest, value of collateral and dependence level on economic condition of customers.
- Evaluate credit rating or scoring by conducting detailed analysis on customer character and matching of facility characteristics to be extended.
- Develop the terms and conditions such as interest rates, payment period and payment options etc. according to customer’s needs and results of risk assessments.
- Customer Relationship Management
- Understand the principles and steps in handling customers’ complaints in order resolve the case independently.
- Understand the importance of complaints handling and the possible impacts on the bank.
- Obtain more information about the complaints and resolve customers’ grievances.
- Take customers’ complaints as opportunities to identify insufficient service areas and react positively to enhance service delivery.
- Identify the expectations of customers and demonstrate a customer-centric mindset.
- Key Accounts Management
- Exhibits strong interpersonal and communication skills to build and nurture relationships with key clients.
- Demonstrates an understanding of client needs and effectively aligns banking solutions to their business objectives.
- Builds trust, credibility, and rapport with clients through active engagement and attentive listening.
- Conducts regular client reviews and proactively addresses client concerns and challenges.
- Banking Operations Policies & Procedures
- Ensure that operations procedures of different retail banking transactions designed could be able to facilitate the daily operations running smoothly and all procedures are following regulatory requirements.
- Ensure that the models for evaluating the effectiveness of operational procedures are designed.
- Carry out review and evaluation of operational procedures and make necessary adjustments.
- Branch Operations and Management
- Exhibits a deep understanding of advanced branch operations functions and their interdependencies.
- Provides expert guidance on complex operational matters, such as cash management, vault operations, and security protocols.
- Implements process improvement initiatives to streamline branch operations and enhance customer experience.
- Implements initiatives to enhance the customer experience and drive customer engagement in the branch.
- Contributes to the development and implementation of branch management policies and procedures.
- Digital Banking and Technology
- Keep track of the digital banking development and financial technology utilization trend in financial service industries; review current practices of the bank and propose enhancement measures accordingly.
- Recommend general banking management solutions and digital channels or eCommerce products by utilizing updated development including forefront technology, products and services development trend, etc. in digital banking channel.
- Manage data mapping function and compile requirements definition for new initiatives.
- Liaise with relevant business and operation units to optimize digital banking channels.
- Commercial Lending and Relationship Management
- Understanding of commercial lending processes, policies, and regulations.
- Demonstrates knowledge of credit underwriting, financial analysis, and loan structuring.
- Conducts thorough analysis of financial statements and prepares credit proposals.
- Demonstrates knowledge of customer segmentation, needs assessment, and relationship building strategies.
- Collaborates with internal stakeholders to identify cross-selling opportunities and deliver comprehensive banking solutions.
Requirements
Qualification and Experience:
· Bachelor's degree in Banking & Finance, Economics, Business Administration or in any related field.
· At least 0-8 years of cognate experience.
· Additional academic qualification is an added advantage.
· Relevant professional qualification e.g., CIBN, ICAN, ACA, ACCA etc. is an added advantage
