Nairobi County, Kenya
PURPOSE: The position is responsible for marketing to new and existing clients to grow quality business of both the asset and liability book in line with segment targets and attain target profit for the Segment. This role is also responsible for the retention of existing Segment customers, and growing the wallet share from existing business/personal banking requirements and effective management of the relationship /customer experience. The role is also the point of contact for borrowing customers.
Prospecting for new business opportunities and offering the full range of Banking products and services such as personal accounts, current accounts, loans, fixed deposit accounts, card products, Internet Banking, Home Loans, Commercial Advances by way of Working Capital, Term Loans, STL’s, Hire Purchase, Asset Financing, IPF’s, Letters of Credit and Letters of Guarantees;
Documenting Account opening and executing all KYC documents to facilitate account opening and all Bank’s products and services;
Obtaining related financial documents to be able to put forward any new borrowing requests from the client;
Preparing Call reports with recommendations and submitting for consideration by approvers;
Mobilizing High Cost and Low Cost Deposits and growing the Bank’s Deposit Base in line with Segment targets;
Providing feedback to the client on the outcome of their request and providing other solutions which could be beneficial to them in the long run;
Processing and concluding transactions in a timely manner;
Making regular client visits to review business requirements, assessing assets under securities held or offered and submitting call reports;
Processing ad-hoc/additional/new requests/excesses under allotted portfolio and obtaining approvals where/when required;
Cross selling the Bank’s and Group’s products.
Conducting reviews and renewals for existing relationships for clients enjoying various Credit facilities by proposing and recommending Credit Appraisals;
Making follow ups with Credit department on the offer letter and other Banks contractual documents for the client to execute for facilities approved and following up internally and externally for processing of securities and marking limits;
Attending to the Credit Audit report and ensuring that ARPs are promptly attended to and resolved;
Making regular customer meetings and visits to build and grow the relationship;
Filling customer instructions/important loan related documents in the client’s respective dockets for safe custody as the information is private and confidential;
Reviewing Loan excess and arrears reports on a weekly basis and providing comments for all accounts listed. This involves making daily follow ups with clients to ensure that their accounts are conducted within their sanction limits and any irregular excess are regularized within the shortest time possible;
Reviewing and commenting on enhanced and new facilities at the end of every month as per the Central Bank of Kenya requirement to the Credit department.
Master’s degree in Business Administration or its equivalent from a recognized institution will be an added advantage; and
Bachelor’s degree in Business Administration/Marketing or its equivalent from a recognized institution.
Chartered Institute of Marketing diploma or its equivalent; and
Member of Chartered Institute of Marketing (CIM) or equivalent professional body.
At least 5 years relevant experience
Ability to write complex letters, comprehensive reports and to perform complex calculations.
Skills and Attributes
Excellent communication and interpersonal skills;
Good financial analysis skills;
Excellent problem solving and decision making skills;
Knowledgeable in credit, legal (conveyancing) and lending knowledge;
Basic understanding of Banking Law; and
Knowledgeable in the Banking Act, CBK prudential guidelines and credit policies.
Nairobi County, Kenya
Job Summary The jobholder will be responsible for developing and growing Financial Institutions (FI) business.
Key responsibilities: The incumbent will report to the Assistant General Manager- Trade Services and will be responsible for:
Maintaining FI Relationships including Correspondent banks by constantly reviewing their business needs on a case by case basis. This will be carried out through regular discussions, performing credit reviews, setting up counterparty limits and accounts (both KShs. and Foreign currency (FCY) and cross-sell of other FI products.
Periodically reviewing the risk rating in terms of Know Your Customer/Anti Money Laundering and Combating of Terrorism Financing (CFT) of our existing FIs and Correspondent banks by obtaining the necessary documentation from them, for Compliance review and confirmation.
Establishing and on-boarding new FI and Correspondent relationships by requesting for the relevant KYC documentation for review and confirmation by the Risk &Compliance Department. At the same time, seeking for approval from the senior management to on-board the new relationships.
Upon approval, ensuring that the Relationship Management Applications (RMAs) and/or account opening process is completed by the relevant departments and advising the new status to the new FI relationship.
Assessing ,recommending and seeking the necessary approvals from the senior management , for all transactions from the FIs that do not have counterparty limits with I&M Proactively looking for business opportunities from other FIs and correspondent banks, by assessing their viability, credit and risk rating and sending the findings to senior management for approval.
Organizing and attending meetings with FIs and Correspondent banks, with a view of reviewing and strengthening the relationships and preparing Call reports in order to ensure actions plans agreed during the meeting are monitored and completed, within the agreed timelines.
Reviewing the process and procedure pertaining to Correspondent Banks and preparing a report on the amendments for senior management’s approval.
Reviewing the Bank’s Vostro offering given to the various FI relationships and either amending or maintaining the pricing depending on the risk and credit rating of the FI and Senior Management’s approval.
Ensuring that all queries and complaints pertaining to FIs and correspondents banks, are addressed and resolved in a timely manner, so as to maintain high service level standards
Business related degree.
Professional qualification in AKIB and/or Certificate of Finance in International Trade
5 years of experience in banking operations.
Fair appreciation of ICC rules i.e. UCPDC, URR, URC, URDG and inherent risks in International Trade.
Good knowledge of trade documentation and shipping terms.
Good analytical and problem solving skills.
Excellent interpersonal and communication skills.
Proficiency in the use of information technology
Well versed with CBK Prudential Guidelines relating to Trade Finance
Knowledge of relevant bank processes, policies and procedures.
Nairobi County, Kenya
Job Summary: The job holder will be responsible for planning and implementing contact center strategies and operations; improving systems and processes and effectively managing staff within the Contact Centre unit with an aim of achieving top of the notch customer experiences.
Key Responsibilities: The Incumbent will report to the Senior Manager-Customer Service Delivery and will be responsible for: • Determination of contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses to ensure the Contact Centre positively contributes to the I&M Bank overall strategy. • Identification, evaluation and implementation of state-of-the-art technologies that result in efficient operations and an improved customer experience. • Maintaining and improving Contact Centre operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs. • Managing performance of the Contact Centre unit through workforce planning, regular one-on-one coaching, training, reviewing staff performance, enforcing bank policies and procedures and ensuring the team is motivated to achieve these SLA’s. • Preparing Contact Centre performance reports by collecting, analyzing, and summarizing data and trends. Ensuring the Banks performance is within the set benchmarks. • Ensuring all relevant communications, records and data are updated and properly stored. • Maintaining professional and technical knowledge by tracking emerging trends in Contact Centre operations management; establishing personal networks and benchmarking state-of-the-art practices. • Accomplishing the organization’s goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. • Regular process review to ensure risks are managed and procedures followed. • Handling escalations and difficult calls where more expertise is required.
Minimum Requirements : • Business related degree holder from a recognized University • Banking qualifications desirable • At least five years’ experience in a financial institution preferably a bank with familiarity to the Contact Centre management function • Innovative and creative thinking skills. • Ability to work under pressure. • Excellent communication and interpersonal skills; • Strong planning and organization skills; • Strong people management and change management skills; • Excellent customer service skills • Highly motivated, proactive , flexible and result oriented • Strong Problem solving and decision making skills • Has strong commercial awareness
Nairobi County, Kenya
The role will report to the Relationship Manager (RM) and will be responsible for: • Analyzing and preparing high quality credit appraisals/applications for new and existing customers within required timelines for review by the Relationship Manager. This involves:-
a) Researching on the customer (KYC) either based on existing information or in the case of a new customer, performing research. b) Understanding the facilities requested. c) Working out the required securities to be provided. d) Analysing the customer’s financials. e) Giving an overall risk rating based on overall analysis. f) Giving justification for the facilities. g) Making amendments based on feedback received from Relationship Manager in accordance with the Bank’s principles on lending, and CBK guidelines. h) Preparing & submitting Credit Appraisal’s to Credit Department. i) Resolving follow-up queries and proposed amendments to Credit Appraisals. j) Reaching out directly for additional information required for Credit Appraisal preparation.
• Conducting on-going research and analysis to enable the Relationship Managers fully understand the business context and assist in identifying future business opportunities. Interpreting research findings & analytics and making recommendations regarding potential opportunities. • Preparation of Account Plans that will assist in identifying various business opportunities in close partnership with RM’s • Compiling & analyzing information regarding sales activities and business pipeline • Interacting and liaising with clients with the intention of providing or requesting for information to assist in deal execution and/ or gathering critical information for the Bank. • Preparing letters requesting review information and following up for receipt of the required information in liaison with the RM’s as well as maintaining a diary of due dates for review to ensure facilities are reviewed on schedule • Reviewing and dispatching of letter of Offer (LOO); follow-up with client to ensure LOO is signed. • Assisting RM in follow-up with credit administration for timely disbursement of funds to client • Supporting RM in pre-client meeting preparation; attending meetings and building client rapport; gathering relevant information to generate call report; preparing call report • Supporting RM’s in Excess Management, Compliance/Audit related issues and generally ensuring an efficient credit process • Supporting RM’s in resolution of client queries in liaison with other Departments and assisting in ensuring continued client satisfaction.
QUALIFICATIONS AND COMPETENCIES
• Bachelor’s degree in a Business related field from a recognized institution. • CPA (K) / ACCA or its equivalent; • Member of Institute of Certified Public Accountants (ICPAK) or its equivalent professional body. • At least 1 year relevant experience • Ability to write letters, reports and/or perform routine calculations • Knowledgeable in financial analysis; • Good communication and interpersonal skills. • Excellent credit risk assessment skill
Nairobi County, Kenya
The role holder will be expected to play a central role in monitoring adherence to SFE (Sales Force Effectiveness) tools and routines across all branches under their supervision as well as coordinating pre and post roll-out interventions and future roll-out logistics. The role holder will act as the central owner of tools and materials while utilizing the same to forecast, escalate SFE-related resourcing needs and assess impact of SFE.
The role will report to the General Manager-Personal and Business Banking and will be responsible for:
Introducing the SFE program to RMs(Relationship Managers) / BMs (Branch Managers) and CSOs (Customer Service Officers) where needed. • Reaching out to branch leadership and providing heads-up sales effectiveness. • Identifying key stakeholders and available resources. • Finalizing program logistics. • Requesting data from branch leadership and compiling basic information on branches using Management Information System (e.g., RMs, targets, clients, cross-sell ratio etc.)
Instilling SFE fundamentals in RMs & BMs • Ensuring daily morning Huddles are conducted across the network. • Facilitating daily and weekly training & coaching sessions. • Tracking activities and sending out weekly email on SFE performance and sustainability • Serving as a resource for coaching and development • Advising senior leadership on the progress of the program
Working to transition SFE capability to branches • Monitoring impact , sustainability and performance of SFE. • Updating leadership with weekly performance reports and Key Performance Indicators dashboards • Coordinating post-rollout interventions and future roll-out logistics • Taking full ownership of monitoring tools (KPIs/dashboards) • Identification of future resourcing needs
QUALIFICATIONS AND COMPETENCIES • Bachelor’s degree in a Business related field from a recognized institution. • At least 2-3 years’ experience in a business development or in an analyst role in a financial institution preferably a bank • Highly motivated ,enthusiastic, proactive , flexible and result oriented • Strong planning skills , organization and presentation skills • Strong customer focus and proven relationship- building skills • Leadership, especially influence/negotiation. Ability to go “toe to toe” with CVPs to create a relationship as an equal business partner. • Hardworking, persistent, and dependable. • Requires deep understanding of market dynamics, business strategy, customer trends, and competitor shifts to influence decision making. • Excellent communication and interpersonal skills; • Ability to drive performance and manage resources. • Strong marketing and networking skills. • Good financial analysis and reporting skills; • Excellent problem solving and decision making skills; • Knowledgeable in credit, legal (conveyancing) and lending knowledge; • Basic understanding of Banking Law; and • Knowledgeable in the Banking Act, CBK prudential guidelines and credit policies.