Senior Manager, Personal Banking (1)
Job Purpose
Responsible for the overall leadership, management, growth and profitability of the Personal Banking Portfolio and implementation of an efficient and effective Sales culture, relationship and portfolio management, and delightful customer experience particularly within the Personal and Premium Banking portfolio and in the whole bank in general.
Main Responsibilities
Develop, grow, and monitor personal and premium banking liability and assets portfolios with the ultimate aim of ensuring that the portfolio remains profitable and of quality
Develop and execute portfolio growth strategies across all personal banking products, including deposits, loans, cards, digital banking, and transactional products, with a focus on customer acquisition, cross-selling, and increasing share of wallet.
Contribute to and take a proactive role in the strategic direction of Personal Banking. This will include ensuring that the Bank’s objectives relate to Personal Banking are met. A key role will be development of strategic plans.
Drive market penetration and business development initiatives by identifying new growth opportunities, expanding the customer base, strengthening existing customer relationships, and increasing product uptake across personal banking products
Forecast, plan, implement and monitor all Personal Banking sales, costs, and expenditure activities within a set budget and proactively and promptly device remedial actions to minimize the variances between the budget and actual performance.
Organize and manage the available Personal Banking human and physical resources. Coach, mentor and develop a high performing team. A key ingredient being inculcation of a performance management framework.
Co-ordinate all Personal Banking activities and liaise with Retail Banking head office and other departments for all Personal Banking requirements.
Develop new products and reshape the existing to meet customer needs and grow market share
Grow and maintain partnership with Blue-chip organization to develop business through a competitive penetration rate management.
Ensure a delightful customer experience within the Personal Banking through resolution of all Personal Banking related customer inquiries and timely closure of cases raised in ECRM within the SLA, followed by a periodic root cause analysis on top cases escalated to raise the NPS and reduce the CES
Make regular branch visits to cascade the strategy, support in deals generation, discuss Personal Banking performance and agree on performance improvement plans with Branch Managers and Personal Bankers.
Ensure effective migration of customers to electronic business channels.
Daily Responsibilities.
Set and meet the Personal Banking annual business plans and targets for all Direct Reports
Motivation and development of Personal Banking human resources
Eliminate operational risks by addressing Audits shortcomings and compliance issues
Proactively identify areas that require development and improvement
To develop staff competences to meet business requirements
Drive the branches into efficient, effective and profitable Business Development & Clients Services sales outlets
Educational qualifications and work experience:
Bachelor's level degree in any Business-related field
Professional Qualifications in Banking is an added advantage
Master’s degree is an added advantage
10 years Minimum experience in Team Leadership, Sales, Relationship Management, Credit, and general banking
