Relationship Officer (Kayonza Branch) at NCBA Rwanda

Job Title: Relationship Officer (Kayonza Branch)

Reports to: Branch Manager

Department: Retail Banking

Division: Business Management

Band: Band 4 Date:

Job holder: Supervisor:

Signature: Signature:

Job Purpose Statement

• Manage a portfolio of Retail customers; serve as their primary point of contact and financial advisor as well as prospect and acquire new Retail & SME’s customers to grow the Bank’s revenue and share of wallet for the assigned industry in line with the Bank’s strategy.
• Apply experience in Retail relationship management to develop and implement account plans for the existing portfolio within the assigned industry target market, recommend, structure and sell solutions that address the customers’ needs, with the support from the solution/product teams in order to meet assigned goals and target. Customer acquisition, satisfaction, growth and retention are critical to succeed in this role.
• Collaborate with the Client Service team to ensure fulfilment of all deliverables.

Key Accountabilities (Duties and Responsibilities)

Financial

• This position is responsible for achievement of the portfolio’s annual financial targets both P&L and balance sheet.

→ Balance Sheet Growth

→ Profitability: PBT

→ Clear and effective portfolio growth strategy that is translated into performance scorecards that deliver revenue, profitability and share of market objectives.

→ PAR contained within the limits set.

→ NPL < 5%.

→ PAR aggressively managed within the first 30 days to minimize conversion to NPL status.

Internal business processes

• Responsible for adhering to approved policies and procedures and providing feedback on the same so as to keep them competitive.

→ Audit issues closed within the quarter of identification, or within the agreed time frames, whichever is shorter.Relationship Officer Page 2 of 4

→ Nil repeat findings

→ 100% SLA Adherence

→ 100% adherence to agreed turnaround times

Customer

• Driving customer satisfaction, developing and growing relationships with existing and potential customers, identifying opportunities for business development and guiding product development.
• Accurate real-time CRM data
• Ensures implementation and compliance of the consumer protection principles in the bank.

• Customer satisfaction:

→ Net Promoter Score

→ CSI/RSI

→ Ensuring proper and prompt service delivery

→ Maintaining effective communication with customers

→ Demonstrating appropriate attitudes towards consumers

Learning and growth

• Delivering the performance objectives set and managing his/her own learning and development to build capacity and avail him/herself for coaching and training opportunities.

→ Level of own development plan maintenance.

→ Own competency score.

Job Dimensions Reporting Relationships: jobs that report to this position directly and indirectly

Direct Reports Branch Manager

Indirect

Reports N/A

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal

• All Bank departments

External

• Commercial Banking customers, financial institutions, industry players, national and county governments, regulators, etc.

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if applicable for the role.

• Pricing structures and negotiation parameters.
• Recommending the product offering for the portfolio.
• Approval of expenditure within discretionary powers delegated through the Branch Manager, provided that such expenditure is within the approved strategy and annual budget for the Bank.Relationship Officer

Work cycle and impact: time horizon and nature of impact (Planning) (e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year)

The job holder works on an annual cycle.

Ideal Job Specifications

Academic:

• Bachelor’s degree from a recognized accredited university.

Professional:

• At least 4 years’ experience in an assistant management capacity in a similar sized organisation.

Desired work experience:

• Proven track record of consistently achieving a portfolio’s financial growth.
• Experience in products, bank operations and customer experience is highly desirable.
• Knowledge of the local banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general Commercial Banking regulations and practices.

Ideal Job competencies

Technical Competencies

Banking

• Broad based working / operational knowledge of banking (breadth and depth).
• Certification in multiple areas of banking and/or banking support services.
• Reference point and mentor for customers, colleagues, partners, for areas of expertise

Leadership

• Exercises self-leadership delivering assigned work in line with professional and technical standards within given time frames. Is reliable and works collaboratively.
• Has the cognitive intelligence to draw together contrasting strands of information and present a compelling position?
• Adheres to the company’s values and policies and delivers to set objectives. Has high moral intelligence.

Customer Management

• Creates value adding solutions drawn from different product offerings to address client needs. Socialises and sell the solution to the different stakeholders as appropriate.
• Closes the sale and monitors realisation of value for both the client and the bank.Relationship Officer

Behavioural Competencies Emotional

Intelligence

• Knows own strengths and limits; aware of own emotions and the effect they have on others and has the self-control to keep disruptive emotions and impulses in check.

Social and Cross-cultural Awareness

• Interacts with people (colleagues, customers, stakeholders and the public at large) in different social and cultural environments, showing respect and positive regard for them in an ethical and appropriate that are consistently with the values of the organization.

Agile

• Able to change plans, methods, opinions or goals in light of new information, with the readiness to act on opportunities.