Key Responsibilities.
Relationship Management
- Develop and manage customer relationships for the bank
- Organize calls and follow-ups for potential new business
- Prepare all reports required to monitor work progress – daily, weekly and monthly
- Provide an interface between the bank, existing and prospective customers in order to maintain good customer relations so as to meet customer needs within the strategic objective of the bank
- Overseeing the relationship management of assigned customers
- Ensure an effective call program is maintained on all allocated relationships and prospects; the calls should be recorded and filed.
- Make recommendation for existing and prospective customers under the various loan products and submit to the appropriate final authority within established turnaround time.
Business Development
- Develop the Personal & Business banking customer base and expand the unit’s business growth through marketing of the bank’s products and services
- Ensure revenue growth through customer acquisition, new need identification, product cross-sell and re-engineering
- Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements
- Participate in customer calls for marketing initiatives
- Assist in identifying customer needs not met by existing products and the implementation of new products and services
- Achievement of set revenue target for the unit by aggressive customer acquisition, efficient product delivery, offering a diverse range of products and excellent customer service
- Keep abreast of the rapid pace of product development to be able to sell new products
- Come up with customer service initiatives that will boost service and business growth
- Conduct market research to monitor competitor activity and initiating product improvements to meet the changing consumer needs
- Efficient management of individual and overall departments’ budgets and ensure deadlines are met
Customer Service
- Manage customer queries, complaints and other correspondence in a timely manner and within set standards for customer satisfaction
- Manage the Complaint’s Register
- Assume direct responsibility for a Personal & Business Banking process improvement project aimed at improving the Department’s ability to deliver efficient and timely service to its customers
- Be conversant with policies and procedures pertaining to all bank products and services and be able to adapt to change in these as well as technological changes, and customer sophistication
Knowledge & Experience
- Business graduate from an accredited University preferably in a Business related field
- Proven experience of at least 3 years in leading a Liabilities, or Assets department in a reputable bank or as a Service Delivery Officer/Relationship Management Officer
- Professional qualification in either Customer Relationship Management , Sales or Marketing
- Proficiency in Microsoft Office Suite
- Must have sound knowledge of the dynamics of a bank’s core operating systems, processes and procedures
- Knowledge of the operational risk issues and policies as well as CBK clearing rules and procedures
If your career objectives match any of these exciting opportunities,
please send your application letter, detailed CV and the name of three
referees to: jobs@ecb.co.ke by 7th November 2012.
Applications received after this date shall not be considered.