Universal Banker - Nairobi

Knowledge; Skills and Experience required for this Role

• University Degree preferably in a business-related field.
  
• 2 – 5 years banking experience with proven track record in establishment and management of relationships.
  

Competencies required for this Role

• Strong sales and negotiation skills
  
• Delivering results and meeting customer expectations
  
• Entrepreneurial and commercial thinking
  
• Deciding and initiating action
  
• Relating and networking
  
• Persuading and influencing
  
• Presenting and communicating information
  
• Leading and supervising
  
• Planning and organizing
  

Sales & Business Development 40%

• Proactively sell and cross-sell the Bank full range of products (accounts, loans, cards insurance, digital solutions etc.) to both SME and Retail
  
• Develop and manage a robust pipeline of prospects through active fieldwork, networking, referrals and digital channels.
  
• Achieve set sales and revenue targets for deposits, loans and non-funded income.
  
• Conduct needs analysis to match customer financial goals with suitable Bank solutions.
  
• To monitor performance reports for the branch sales performance and bank products.
  
• To grow the bank's market share and Non-Funded Income for the specific retail & business segment(s).
  
• To initiate, sponsor and champion new branch activations, product launches, internal and external campaigns and CASA related events
  

Relationship Management 30%

• Maintain regular contact with existing customers to ensure satisfaction, resolve complaints promptly, and identify opportunities for up-selling and cross-selling.
  
• Serve as the primary relationship contact for the assigned SME and Retail clients, providing tailored financial advice and solutions.
  
• Deepen relationship by promoting digital adoption and increasing product penetration per customer.
  

Customer experience 10%

• Deliver consistent, high quality service experience across all customer touchpoints.
  
• Ensure all customer requests, enquiries and issues are resolved within the set SLA.
  
• Promote self-service and digital banking usage among customers.
  

Risk & Compliance:

• To maintain operational risk management guidelines to ensure compliance standards are consistently met.
  
• Strictly adhere to the prudential guidelines - KYC, AML and compliance requirements in all customer interactions.
  
• To continuously review business operational policies and procedures to ensure adherence.
  
• Monitoring the branch portfolio at risk (PAR) to be within the accepted bank standards. Ensure accuracy and completeness during credit assessment.
  

Market Intelligence:

• Monitor competitor activity, customer trends and emerging opportunities in the SME and salaried segments.
  
• Provide timely reports on sales performance, market insights and customer feedback to management.
  
• Safeguard and promote the bank’s image with the public.
  

Key Relationships

Customers of this Position

Consumer & Business Banking Clientele