Department:Retail and Business Banking
Accountable to:Chief Banking Officer
Direct Reports:Consumer / SME Relationship Managers
Main Purpose of Role
* Manage the Retail/ SME portfolio of the bank across London and overseas clients with a view to ensure customer satisfaction, compliance and revenue growth.
* Implement a Relationship management strategy to ensure adequate coverage of all retail and SME customers of the Bank
* Key role in developing and implementing new products required to make GHIB retail/ SME business competitive
* Lead team to achieve GHIB’s strategic objective of focusing its retail banking on HNWI’s
* Lead to achieve GHIB’s strategic objective of focusing on Trade related business for payments and FX related businesses.
Key Result Areas
* Customer satisfaction. Proactively design and manage customer experience with positive outcomes
* Compliance
* Deposit mobilisation
* Streamlining retail portfolio
* New product development
* RM performance and profitability
* Ensure Customer complaints are addressed and within risk appetite of the bank
Communications
* Senior Management and colleagues
* New, potential and existing customers
Key Responsibilities / Accountabilities
* To be responsible for all retail/ SME accounts of the Bank ensuring that these accounts remain profitable and comply with all annual KYC refresh and championing the revenue generation potential of such accounts
* To grow the retail/ SME business – to deliver growth both in volume and value within the targets set by the Bank
* Build a dynamic and high performing team and implement relationship management strategies to maintain a profitable portfolio
* To be the face of Retail/ SME business for the Bank interfacing with customers seeking banking solutions
* Be the link between the origination and operational departments of the bank for the provision of unparalleled customer services to all customers in portfolio
* Support initiatives to drive deposit mobilisation
* Monitor and analyse the market, brand and competitor performance on our Niche HNWI market
* Capable of delivering training & incentives with priority customers, organising and representing the Bank at events
* Provide monthly commercial updates and detailed opportunity reports to Senior Management on the FI and Trade portfolio.
* Coordinating with the On-boarding/ Compliance Department to ensure that ALM/KYC and due diligence on Retail/ SME clients are in order.
* Identify and recommend appropriate retail banking products for senior management consideration
* Develop and implement client campaigns by researching and working together with marketing team for effective customer communication and uptake.
Person Specification
Skills and Capabilities
* A proven track record in managing customer relationships
* Relevant regulatory experience within retain / SME financial services
* Good general knowledge of banking operations and banking products / instruments
* Strong interpersonal and communication skills with the ability to negotiate
* Proven track record of building networks and the gravitas and confidence to interact with top end executives of various institutions
* A strong interest in digital and emerging technologies and their role in enhancing customer experience
* Strong problem-solving skills and excellent customer relationship management orientation
* Good credit and risk analytical skills
* Strong Business Development Skills and ability to strategize with the ability to see the bigger picture and incorporate external factors such as the general economic, political and business environment
* A clear understanding of how to apply market dynamics, geo-political issues and trends with respect to GHIB’s business
* Excellent teamwork skills and the ability to work collaboratively. Must be able to communicate with all levels of staff in a culturally diverse working environment.
Knowledge
* Extensive knowledge about the retail banking industry in Africa
* Good appreciation of Credit, Financial Crime and related risks as pertaining to HNWIs and Trade Finance
* Enthusiasm and a real desire to work effectively as part of a team
Requirements:
* 5-10 years Customer facing Experience
* Experience in retail Banking (at a managerial level)
* Experience in SME banking an added advantage
Qualifications
* Educated to degree level or having extensive appropriate experience
* Experience of operating at a middle management or more senior level
IT Skills
* Proficient use of MS Office Applications - Word, Outlook, Excel, Power point or similar applications
* Working knowledge of the Core Banking System
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