Relationship Manager - Ecosystem

Job Summary

This role provides a unique opportunity to combine deep client insight, exploit Technology and pin point Fintech Partnerships to enhance the value we deliver to clients in exercising overall responsibility for successful delivery of Partnership programmes. To Drive and implement Ecosystem banking solutions to retail client and position the bank as the 1st and efficient financial institution offering the solution. To develop collaboration culture among various teams and drive cross selling culture to maximize retail banking growth, retention and profitability targets for the bank Link clients to effective and affordable Ecosystem banking solutions to highly drive Liabilities and assets for the bank. Archive Penetration on the specified Ecosystem (Anchor/Sub Anchor) through Employees, Agents and MSMEs onboarding. Grow Ecosystem revenue, deposit and assets i.e supporting Manager Ecosystem archive Retail targets.

Job Description

Key Accountabilities

Business and Relationship Management (50%)

• Achieve agreed asset targets by supporting coverage team through offering an ecosystem banking products and services.
• Develop and market the bank’s ecosystem products and services through contact with, high net-worth individuals, Merchants, Agents and other prospective clients in a specified cooperate value chain.
• Responsible for ensuring Limit utilization and account usage with the recruited clients.
• Training customers at the branch on the digital products and self-onboarding to the access of the digital save and ecosystem financing.
• Digitize all the Ecosystem value chain customers and other segment customers.
• Monitor Ecosystem portfolio to ensure installment is paid on due and endure a high portfolio quality.
• Support early arrears through daily repayment tracking, Anchor relationship, security placement request, recovery visitations, facility restructuring and follow-up on client promises.
• Suspend client from accessing the digital facilities and table  for evaluation of the Sub Anchor.
• To ensure 100% compliance to bank policies and procedures in all value chain onboarding with high level of integrity.
• Responsible in Growing and maintaining the Ecosystem & digital lending portfolio as assigned.
• Create, maintain and grow a high synergy between Ecosystem Banking unit with MSMEs, Employees, Agents and Merchant Team. Ensure the value chain is solutioned in collectively.
• Present the weekly report to Manager -Ecosystem banking for discussion.
• Work with Risk Department in building awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies for the Bank.
• Coordinate and organize the Retail Banking’s Lending Forum Meetings constituted to assist the business in managing the review of lending activities on regular basis ensuring that customer recruitment is in line with risk appetite, profitable customers are given the attention they deserve, and problematic customers are identified upfront and given proper attention.
• Conduct regular discussions with Credit to ensure process efficiency and quick turnaround for ecosystems clients.
• Co-ordinate sales calls for identified ecosystem opportunities in Retail Banking.
• Develop an ecosystem operational plan in alignment with CVPs in Retail Clients for execution through the Business segment heads.
• Develop and implement sales and marketing best practices in support of the customer value proposition and customer expectations.
• Drive ecosystems sales targets by tracking, measuring, and managing performance across all the across branch network.
• Facilitate a working partnership between Credit, the business units and Branches to stimulate business growth without compromising risk and the quality of lending.
• Support the sales team to resolve escalated customer complaints as it relates to ecosystems.
• Develop measures specific to tracking ecosystems activities and penetration and conducts research to provide inputs and insights into ecosystem strategy and execution plans.
• Track achievement of sector financial targets through ecosystems and reports on indicators such as revenue, ROEs and shares a weekly report with the segment heads.
• Support Business Development Managers to reach performance targets by proactively monitoring and acting on Daily Scorecards, Monthly financial and Operational reviews etc

Customer Service Management (20%)

• Proactively and professionally support Branch Manager, Business Development Officers to manage client experience by providing appropriate on job training and coaching on ecosystem product and services delivery.
• Keep an active and accurate records/log of customers complaints discussions/correspondences with clients and provide timely feedback on unresolved/resolved issues.
• Effectively co-ordinate client relationships/activities with other business owners within Retail banking department.
• Use client feedback to improve product and service offering.
• Participate in weekly performance review, and knowledge sharing meetings with Regional Managers, Branch Managers, and cluster heads.
• Develop and maintain contact with Product Specialists and Ecosystem banking specialist in other areas of the bank
• Understand and articulate aggregated customer requirements feedback to shape the customer proposition and product offering.
• Ensure high quality service levels in branches to exceed customer expectations
• Build a motivated, committed and focused Branch team, consistently delivering creative, precise and customer-focused service
• Act as the escalation point for HOT complaints.
• Visit high net worth or key clients on request from the branch managers and other  relationship managers.
• Ensure branch network compliance with internal procedures.
• Implement service delivery plans for improvement through monitoring and tracking of service metrics.
• Coordinate cross-functions to provide high standard of service delivery of ecosystem products and services
• Engage in high-net-worth client meetings as needed for complex scenarios reviews and consultations.

People Management and Development (10%)

• Create an empowering environment for team members, encouraging individual ownership and initiative.
• Set high performance and productivity standards for team.
• Enhance performance of Branch Development Officers and Managers by identifying training needs and ensure coaching or delivery of training takes place.
• Drive employee development and engagement within the cluster and branch teams that results in a high-performance culture
• Acts as escalation point for grievance cases touching on BDOs in the region
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development

Risk, Control and Compliance Management (10%)

• Work with Risk Department in building awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies for the Bank.
• Ensure that All Relationship Officers review their portfolio on a monthly basis and ensure that all documentation required (KYC, AML and Sanctions) are up to date, and escalate any unresolved KYC requirements to the relevant mandated holders.
• Ensure Business Development Officers take accountability on the accuracy and quality of the documents, loan applications, ICU checklist and other related documents.
• Ensure the region operates in a compliant manner and adheres to relevant company and regulatory requirements to achieve satisfactory grades in local & Group Audits
• Monitor branch operations and control performance to ensure that branch standards in the cluster are met and where required review branch remediation action plans.
• Review incident reports raised from branches and take required actions e.g. escalation, disciplinary action etc.
• Understand and manage risks and risk events (incidents) relevant to the role.
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Ensure all financial crime matters are addressed on time e.g. annual PEP & HRR, LR reviews.
• Control Non-performing Assets to within regulatory and Industry standards

Change Management (10%)

• Comply and keep abreast of all policies, procedures, and circulars updates.
• Ensure self-development pertaining to career path to develop knowledge and skills
• Complete all critical compliance training
• Project manage all major organizational changes within the cluster such as organizational structure changes, IT/system changes or process changes, Process Improvement,
• Communicate strategic changes to branch management and ensure that any target changes are agreed.

Role / Person Specification

Education and Experience Required

B-degree / Advance Diploma / Equivalent qualification in Finance, Accounting, Economics, Business Administration or any other related field

At least 4 years of experience where 2 must be in banking industry

At least 2 years of Experience in Ecosystem Banking

Knowledge & Skills

• Strong Negotiation and influencing skills
• External Market awareness
• Credit appraisal skills
• Excellent relationship building skills
• High impact communication and presentation skills.
• Learning and researching

Competencies

• Entrepreneurial and commercial thinking
• Relating and networking
• Adapting and responding to change
• Persuading and influencing
• Creating and innovating
• Deciding and initiating action

Qualifications

Adaptability, Bachelors Degrees and Advanced Diplomas - Business, Commerce and Management Studies, Customer Excellence - Service Delivery (Meets all of the requirements), Digital familiarity (Meets all of the requirements), Effective communication - Basic (Meets all of the requirements), Experience in a similar environment, Openness to change (Meets some of the requirements and would need further development), Product and/or Service Knowledge (Meets all of the requirements), Relationship building (Meets some of the requirements and would need further development)