Prestige Banker - Nairobi Region

Role/person specification

Education - Bachelor’s Degree

Preferred Experience - Three (3) Years of Working Experience

Knowledge and Skills.

• Relationship Management
  
• Sales Management
  
• Customer Experience Skills
  
• Presentation Skills
  
• Exposure to Banking & Finance Industry
  

Growth Responsibility.

Sales Performance 35%

• Collaborate with other business functions to devise and execute sales initiatives, maximizing cross-selling and enhancing customer profiling opportunities in the prestige segment.
  
• Rigorously execute campaigns when required, in collaboration with the Branch Manager and the business to grow prestige segment
  
• Develop territory-specific growth strategies with Regional Business Teams, Direct sales team, Asset Finance, CIB, Bancassurance to maximise on cross-selling and better customer profiling opportunities to identify and engage prospective clients across the country.
  
• Leverage digital channels and virtual platforms to drive customer acquisition, engagement, and onboarding.
  
• Develop territory-specific growth strategies tailored to regional trends and remote client needs.
  
• Focus on new to bank and cross-selling to existing customers to drive growth within the segment.
  
• Vigilantly monitor personal performance daily to surpass the targets set for new and existing clients and take decisive action to rectify any performance deficiencies.
  
• Proactively seek out new prestigious clients within and outside the bank's customer base to drive client acquisition.
  
• Attain a comprehensive understanding of all Retail and Business Banking products to cater to customer needs effectively.
  
• Devise and execute sales strategies tailored to the requirements of emerging affluent clients, ensuring consistent achievement of individual sales targets.
  
• Ensure prompt funding of high-quality sales and new accounts within your portfolio at customer onboarding.
  
• Drive business targets by strictly adhering to turnaround time and delivering service to the highest standards.
  
• Actively champion Forex products and services among emerging affluent clients to contribute significantly to overall Forex revenue targets.
  
• Deliver personalized Forex solutions that address clients' international transaction needs, providing them with competitive and comprehensive offerings.
  

Portfolio Management & Growth 30%

• Maintain and deepen relationships with emerging affluent clients, ensuring ongoing client satisfaction and long-term engagement.
  
• Cross-sell relevant banking products and services, ensuring clients' financial needs are fully addressed.
  
• Continuously conduct market intelligence to identify new markets, customer trends, new government/directives and changes in policy by regulators.
  
• Conduct regular reviews and provide tailored financial advice that aligns with the clients' evolving needs and financial goals.
  
• Engage clients in discussions about their financial objectives and offer solutions that promote portfolio growth and client loyalty.
  
• Focus on growing the portfolio's liabilities (deposits and investments) by encouraging clients to increase their holdings with the bank.
  
• Promote asset growth through targeted lending products and other financial services, ensuring clients are aware of and utilize the bank’s offerings.
  
• Deliver sales through excellent service, ensuring that every client interaction is an opportunity to enhance the relationship and grow the portfolio.
  
• Should not close an existing account in your Branch/domiciled in another Branch with a view of re-opening a similar account.
  
• Grow Product Per Customer
  

Net Active Customer Growth 5%

• Ensure growth of active customers within the portfolio
  
• To drive customer engagement, retention, and acquisition.
  
• Ensuring utilization of digital channels, personalized engagement, and retention efforts will ensure net customer growth.
  

Customer Experience:

Portfolio Net Promoter Score 10%

• Ensure high levels of client satisfaction by maintaining a strong focus on Net Promoter Score (NPS) for the individual portfolio.
  
• Utilize digital tools to deliver a seamless customer experience.
  
• Resolve client issues through remote support channels and coordinate with in-country service teams as needed
  
• Manage service escalations primary servicing through in-branch engagements supported by periodic outbound client visits where necessary
  
• Collaborate with branch colleagues to ensure that service standards are met, and clients are satisfied across all touchpoints.
  
• Ensure excellent customer experience is always maintained.
  
• Address client queries and complaints promptly, ensuring timely resolution and communication.
  
• Ensure customer data is always up to date.
  
• Ensure SLA in account onboarding and loan processing is always achieved.
  
• As per the agreed SLA action client feedback to continually improve service delivery and strengthen client relationships.
  
• Proactively manage potential service issues before they escalate, ensuring a smooth and positive client
  
• Maintain strong presence on the banking floor to ensure walk-in prestige clients receive priority and high-touch service
  

Accuracy & Efficiency 5%

• To maintain high operational efficiency, avoid RTS-related claw backs
  
• Tighten controls on settlement issues, reducing process delays & inefficiencies.
  

Internal Controls & Risk Management

Impairment Management 5%

• Manage portfolio risks in line with banks portfolio appetite.
  
• To Minimize impairments and manage customer defaults.
  
• To proactively monitor portfolio health to support Risk management
  

Customer On-Boarding Accuracy 2.5%

• Accuracy in capturing customer information in the core banking system when onboarding.
  
• Ensure new business is properly booked and all income due to the Bank in terms of charges, commissions, fees are collected as per current tariff.
  
• Cost management within the prestige portfolio.
  

Compliance Management 2.5%

• Adhere strictly to Absa Banks’ policies and procedures, particularly concerning KYC, AML, and operational risk management.
  
• Ensure proper KYC conducted on accounts onboarded
  
• Ensure that the Absa bank’s policies and procedures are always adhered to when handling different products.
  
• Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
  
• Effectively carry out branch snap checks as assigned by the assistant branch manager.
  
• Maintenance of client file and documentation for all applications.
  
• Ensure branch documentation and audit readiness for all prestige accounts