Manager, Relationship, Private Banking - Nairobi, Kenya - Standard Bank Group

Standard Bank Group Nairobi, Kenya

2 weeks ago

Full time

Description

Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services.

"Africa is our home, we drive her growth" Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value

Job Purpose:

Provide a relationship-based offering to high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals.

Proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for the customer and providing financial solutions which meet the customer's expectations in accordance with the segment value proposition.

leverage the group's reach & expertise resource capabilities to add value to both the customer and the bank.
Maintain a high level of integrity, professionalism and ethical standards whilst building valuable long-term relationships with customers.

Output:

Acquire new customers (high net-worth affluent individuals) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy and sales targets.

Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities.

Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.

Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer's needs and priorities.

Comprehensively explore customers' short and long term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers.

Appreciate the implications of the customers' lifecycle position and priorities.

Conduct a comprehensive calling/contact management programme for all customers within own portfolio supported by call reports that document the salient issues and future opportunities identified.

Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer's relationship with the Bank appropriately.

Ensure that the Customer is central to the entire life cycle approach of maximising sustainable value add to both the Customer and the Bank.

Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals.

Place equal emphasis on investment (non-borrowing) and borrowing customers.
Commitment to Service excellence and superior service delivery aligned to SLA's and turnaround time commitments.

Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimize adhoc service requests.

Assist with migration. Facilitate the migration of customers to self-service channels where appropriate.
Ensure that customers are well informed with regards to lending application processes (e.g. vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g. minimum account balances, provision for debit orders and cheque payments, etc).
Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable. Be prepared to articulate the value added if challenged on pricing.

Ensure that qualifying customers (as defined by the Country segment value proposition) are timeously migrated from the Branch to the Private Banking Suite.

Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.