Job Description

• Manages a small to medium-sized team of advisors to develop, maintain, and leverage relationships with prospective and existing clients to stimulate and manage demand for financial products and services.

Responsibilities

Leadership and Direction

• Communicate the local action plan; explain how this relates to the function’s strategy and action plan and to the broader organization’s mission and vision; motivate people to achieve local business goals.

Customer Relationship Management / Account Management

• Develop and implement a relationship management plan for existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.

Sell Customer Propositions

• Use personal expertise to identify the complex standard products and/or services offered by the organization that meet the customer’s needs, together with quantities and product configurations. Present these to the customer with a clear rationale and at standard commercial terms, referring to senior colleagues where necessary to ask for concessions (e.g., price reduction) that gain the customer’s agreement.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers and other contacts and/or through participation in trade shows and conferences.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance; or monitor the performance of the team, allocate work and review completion, take appropriate corrective action to ensure timeliness and quality, and contribute to formal individual performance management and appraisal.

Operations Management

• Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

Promoting Customer Focus

• Assist with the development of internal communications and work collaboratively with colleagues to build strong external customer relationships and meet customer needs.

Key Account Management

• Deliver specialized support and service for new and existing accounts in line with organizational policies and procedures. Respond to complex customer inquiries while helping senior colleagues manage and maintain customer relationships.

Customer Relationship Development / Prospecting

• Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Budgeting

• Track budgets and report variances to more senior colleagues.

Organizational Capability Building

• Provide coaching to team members to develop their skills.

JOB SUMMARY

• Working closely with the Area Manager, formulates and implements the overall business Strategy for the branch while assessing the business opportunities to grow a quality portfolio, drive digital and agency banking adoption, and Bancassurance, through client acquisition, retention, and strong relationship management. Manage the branch and offer leadership to staff, the remote sales team, and the Sales Consultant in the formulation and implementation of business growth and development strategies at the branch. The job holder is expected to aggressively drive the branch growth and profitability targets by identifying, developing, and maintaining profitable relationships with customers.

KEY TASKS AND RESPONSIBILITIES

KEY MEASURABLE GOALS

• Business Growth & Development
• Relationship Management, customer service & retention
• Branch strategic alignment
• Leadership & People Management-Growth, retention, and development of motivated and high-performing teams
• Risk & Compliance
• Brand visibility & Marketing
• Branch Operations
• Cost Management

KEY RESPONSIBILITIES

Branch Strategic Alignment

• Develop and implement branch business initiatives and turnaround strategy in line with Faulu business strategies for the performance of branch growth and profitability.

Business Growth and Development

• Lead business growth and development of the branch, agencies, and other alternative service outlets attached to the branch.
• Drive sales of all products and services at the branch level through offering leadership and motivation to the sales team, sales drives, liaison with key relationships, and stakeholders.
• Initiate, nurture, and ensure profitable business relationships and Partnerships with the customers, community, and government structures while developing business opportunities in line with the Bank’s long-term strategy and annual business plans. Always keep up with changing customer needs and competitors to ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Responsible for growth quality of the Branch’s Business portfolio; Assets and Liabilities to constantly achieve income, quality, and portfolio growth targets.
• Responsible for customer growth and retention through quality client recruitment, onboarding, cross-selling of products, and excellent customer relationship management in alignment with the bank’s targets and monitoring businesses.

Brand Visibility & Marketing

• Adopt strategic marketing by always developing a competitive advantage in the dynamic marketplace and leveraging Faulu’s distinctive capabilities to drive value.
• Promotion of Faulu’s brand visibility and image: Being the Key liaison point with the community, participate in community affairs to increase the company’s visibility and to enhance new and existing business opportunities
• Liaising with the business unit leaders, Marketing, and Product development team, to review existing products for fit and alignment with changing customer needs, to recommend improvements or changes as necessary.
•  Strategically position Faulu as a Trader’s Bank through consistent messaging to current and potential clients.
• Ensure proper allocation and display of merchandising materials in accordance with Marketing and Bank’s guidelines.

Leadership and People Management

• Manage and lead the branch team in achieving/ surpassing the set business targets through setting smart performance targets for direct reports, providing regular feedback and guidance through coaching and mentorship.
• Development of a high-performing team at the branch level through training, mentorship, and special assignments.
• Put in place a proper succession plan by constantly developing capabilities within the team, mentoring and coaching the identified successors.
• Responsible for Human Capital function at the branch and constantly consults with HC for clarity on day-to-day interpretation of the HR policy and procedures.
• Effectively track team members’ participation and uptake of personal development programs provided by the Bank such as internal and external training and development opportunities to track staff development
•  Ensures adherence to Faulu Human Capital policies and procedures and adherence to laid-down grievance and disciplinary procedures to ensure a conducive work environment.
• Responsible for the enhancement of staff motivation and engagement through unique staff recognition initiatives at the branch

Cost Management

• Lead in optimal utilization of people, financial, and technical resources within the branch.
• Budget planning continuous evaluation of branch financial performance against budgets through proper cost management and continuous budget planning, and taking remedial actions where necessary

Relationship Management, Customer Service & Retention

• Provide superior level of customer relationship management and promote the customer retention, sales and service culture.

Branch Operations

• Observe the branch opening and closing procedure as per CBK requirements.
• Ensures total adherence to health and safety requirements through continuous monitoring of systems, procedures, and workflows, and taking corrective action when necessary.
• Responsible for all Branch security procedures, including branch opening and closing procedures, camera surveillance and maintenance, video monitoring, robbery, and fire drill procedures.
• Ensures there is no breach of the branch cash limit in adherence to the regulator’s guidelines.

Audit, Risk and Compliance

• Chair the Branch Credit Committee and ensure compliance to Credit policy & procedures.
• Monitor and ensure 100% compliance to all the company policies, processes, procedures and other controls.
• Enhance the appropriate controls and monitoring mechanisms for the development of high-quality lending.
• Ensure full compliance with Central Bank of Kenya guidelines and appropriate provisions of the Microfinance with respect to lending.
• Ensuring full compliance with the Occupational Health and Safety (OHS) and Environmental Social Management (ESM) policy and procedure in day-to-day branch business.

SKILLS, KNOWLEDGE & COMPETENCIES

• Business Strategy Implementation Skills
• Good presentation skills
• People management skills
• Excellent data entry and typing skills.
• Sales / Marketing skills
• Financial analytical skills
• Customer service skills
• Strong communication and negotiation skills
• Strong relationship management skills

Competencies Required

• Excellent interpersonal skills
• Proven sales and business growth capability.
• Aggressive and self-driven, and able to work with minimal supervision.
• Demonstrated Leadership Capability
• Proven decision-making and problem-solving capability
• Team leader/player
• Ability to offer mentorship support preferred

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in a business-related field from a recognized university

Additional Qualifications/Experience (Preferred, Not A Requirement)

• Advanced training in Business Management.
• Master’s in business or related field preferred
• 6 years of experience with at least 3 years of managerial experience with a proven track record for the delivery of superior results
• Experience in lending /credit
• Experience in MFI or financial institutions