Location Nairobi, Nairobi
Department Client Solutions Department
Employment Type Full-Time
Minimum Experience Experienced
ABOUT
I&M Bank is a leading commercial bank headquartered in Kenya with a growing regional presence. The Bank offers a wide range of commercial banking and financial products and services, and prides itself on introducing innovative products and services based on the needs of its customers. We are seeking to recruit a competent and highly motivated individual with extensive experience and abilities to support business growth in the following position:
JOB PURPOSE:
1. To grow and retain a portfolio of Agribusiness relationships aimed at optimizing client value to the bank.
2. To develop strong business relationships with Agribusiness customers through proactive and value-adding contact, understanding their current business needs, as well as their long-term strategy.
3. Provides a full array of customized financial solutions and effective relationship management tailored to meet the clients short- and long-term needs.
KEY RESPONSIBILITIES include;
Financial Management:
1. Execute revenue growth tactics and targets in collaboration with business partners in relation to agribusiness.
2. Develop and implement revenue growth best practices in support of the Agribusiness value proposition and customer's expectations.
3. Proactively identify, track and manage potential opportunities to cross-sell a product/offering to the customer.
4. Complete a value chain analysis for all customers to gain a better understanding of the needs of the customer and to apply appropriate solutions.
5. Proactively provide guidance to the customer pertaining to the promotion, selling and structuring of financial solutions customized to best meet the financial needs of the Agribusiness customer.
6. Execute and support revenue growth campaigns.
7. Proactively identify new lead opportunities, engage with acquisition and retain the existing customer base.
8. Ensure the achievement of financial budgets for agribusiness through optimal growth of balances, margin management and non-interest revenue streams.
9. Manage profit margins on portfolio through appropriate pricing within policy guidelines.
10. Proactively manage and review pricing concessions, with relevant recommendations where required.
11. Ensure recovery of all revenue (e.g., pricing related fees, initiation fees, reviews fees, monitoring reversals, and managing concessions). This is done by engaging with Shared Services / Ops teams and the pricing department. In some cases, they are systematic and manual recoveries.
12. Responsible for achieving set revenue growth budgets per product across the portfolio of Agribusiness customers.
13. Formulate, drive, measure and manage the implementation of a revenue growth performance strategy for the portfolio to grow new business and share of wallet across the Agribusiness segment.
14. Recover all revenue where required (e.g., pricing related fees, initiation fees, reviews fees, monitoring reversals, and managing concessions). This is done by engaging with the relevant Engineering teams.
15. Drive set revenue growth budgets per product across the portfolio of Agribusiness customers.
16. Identifying leads that can be passed onto Premium Clients, in collaboration with relevant Business and Agribusiness Clients stakeholders.
Client
1. Explore alternative solutions in the event of declines from Credit.
2. Ensure accurate capturing, updates or amendments of customer information and history notes.
3. Ensure accurate and updated customer information.
4. Manage worklist queues to ensure items are actioned within agreed timelines, and/or re-assigns staff to different queues to ensure work completed within agreed timelines.
5. Complete a customer value chain analysis to further understand the customer's needs and identifies sales opportunities and deploys banking solutions to meet those needs.
6. Adoption of portfolio management principles and technology aimed at enhancing experience for staff and customer
7. Implement a customer relationship management (CRM) strategy to ensure regular contact of all agribusiness customers in the portfolio as per the customer value proposition (CVP) for Agri-banking.
8. Ensure that Agribusiness customer service expectations are met and exceeded.
9. Identify and actions opportunities for cross- and up-sell.
10. Ensure the implementation of the Agri business value proposition and keeps abreast of changes to the Agri value proposition.
11. Ensure that the customer's expectations are always managed and that frequent feedback is given to the customer on progress relating to all new sales or queries.
12. Identify opportunities to migrate Agribusiness customers to the more appropriate customer value proposition.
13. Frequently source feedback on the customer experience and service levels and address areas of concern as a matter of priority.
14. Ensure that service requests in personal work list are actioned within agreed timelines.
15. Forges business partnerships with coverage sales teams, Credit and Business Clients stakeholders to leverage the interplay between Business and Agribusiness Clients for optimal growth and retention.
16. Continuously source relevant information around key trends and/or changes in the industries in which the customer operates to enable proactive information sharing with the customer.
17. Monitor and manage (in collaboration with internal business partners) the delivery of service in line with service level agreements, standards and turnaround times within the Agribusiness suite.
18. Coach staff on the required behaviors to support customer relationship management.
19. Performs a proactive liaison role between relevant stakeholders (e.g., credit, operational shared services, product specialists and other relevant business partners), to ensure customer service expectations are fully met.
20. Provide customers with feedback on reclassification of service requests, outstanding documentation and telephonic resolution feedback according to customer relationship standards.
21. Adhere to the laid down customer onboarding process
22. Maintain a deep understanding of the Agribusiness customer's business through regular value-adding interaction with the customer at their place of business.
23. Adhere to the laid down customer onboarding process.
24. Adopt portfolio management principles and technology aimed at enhancing experience for staff and customer.
25. Action service requests in personal work list within agreed timelines.
Data:
1. Proactively manage customer credit exposure and collateral held to contain risk to the bank.
2. Ensure the submission of high quality and accurate credit applications to enable business and credit stakeholders to appropriately assess the risk to the bank.
3. Keep abreast of external factors influencing the customer's exposure to risk and implements the necessary action.
4. Comply with all applicable legislative requirements e.g., Consumer Protection Act
5. Action daily and monthly internal reports as per laid-down procedures.
6. Log all new service requests (queries and complaints) as per laid down procedure.
7. Process customers mandates and documentation requirements for financial facilities.
People:
1. Set the example and leads the team in line with the Banks’s cultural identity, core values and People Promise.
2. Enable integrated ways of working and collaboration across the value chain to deliver for the client.
3. Inspire the team to deliver on the Bank's shared purpose and instilling a culture which enables the Bank to evolve into a client led organization.
Risk, Regulatory, Prudential & Compliance:
1. Motivate and process non-scored credit applications.
2. Explain credit procedures, qualifying criteria and expected turnaround times to customers in order to ensure that their expectations are being managed.
3. Notify customers regarding the approval or decline, including reasons thereof, of credit loan facilities.
4. Monitor daily referrals to ensure that Agribusiness customer facilities are managed within the set risk parameters.
5. Together with Credit Origination, structures the customized credit loan facility options and parameters.
6. Plan and implement timeous annual credit reviews for allocated Agribusiness customers.
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