Overview
Job Title: Relationship Manager – Private Banking
Job location: Dar es Salaam
Deadline: 28th April 2024
National Bank of Commerce (NBC)
With more than 50 years of experience, NBC is Tanzania’s oldest bank still in operation. We provide a variety of wealth management, retail, business, corporate, and investment banking products and services.
Job Summary:
To cultivate and expand ties with wealthy clients, expanding the clientele via focused marketing initiatives and providing exceptional customer service.
Provides the Bank’s elite clients with exceptional service and individualized attention in an effort to increase sales and generate new business while maintaining a high degree of client retention.
Job Description:
Accountability: Building relationships and selling solutions to both current and potential clients.
- Reach the predetermined sales goals for new accounts, assets and liabilities, upgrades, and new bank clients, as well as any additional items that may be allocated.
- To ascertain which product will best meet the demands of all current and future clients, do a thorough needs analysis.
- Make sure that all clients are actively sold alternate delivery channels (online banking, insurance goods, etc.).
- Make sure to make contact with prospective new customers based on proactive sales or leads sent from other sources, and present them with bundled financial solutions after carefully evaluating their needs.
- By examining their portfolio to identify possible cross-sells and proactively suggesting new items to clients, you may increase product penetration for your current customer base.
- Assist clients with financial planning so that you can take the initiative to help them become wealthier.
- Reach the predetermined sales goals for new accounts, assets and liabilities, upgrades, and new bank clients, as well as any additional items that may be allocated.
- Keep an eye on how loan facilities and investment opportunities are being used. Determine the causes of underutilization and take appropriate action by reaching out to customers and raising service concerns.
- Oversee the financial connections for high-net-worth client portfolios, which may include prominent local politicians and businesspeople.
- To create enduring relationships, make frequent consumer visits and encourage targeted social gatherings and one-on-one amusement.
- Assume responsibility for the client relationship at all hierarchical levels, including integrating and arranging all communication between the client and the bank.
- Oversee your own calling program, which includes scheduling meetings and deciding which people to call each month.
- Consult the Head of Affluent for advice when needed.
- Create a monthly report detailing the calling programs for the month and your own sales progress in relation to the agreed-upon targets. Deliver the report to the Affluent Head.
Accountability: Customer Experience
- Track operational customer delivery, summarize systemic breakdowns, and report to the Head of Affluent for additional EXCO level follow-up.
- Keep track of general inquiries and complaints, handle them, and get back to them in a timely manner.
- Always give clients exemplary, expert assistance and service. (Exceptional client service).
Accountability: Compliance and Risk Management
- Ensure that processes, control requirements and risk management frameworks that have been designed for the area are understood by all members of the team. During scheduled audits and management assurance reviews, ensure that all information required by the auditors are provided timeously.
- Log all Risk and Loss events as a result of error or fraud highlighted in the department. Ensure that the issues are thoroughly investigated and closed or escalated as per policy.
- Monitor compliance training undertaken by team members and ensure that they complete the required training within prescribed timelines.
- Review the portfolio from a compliance perspective on a monthly basis and ensure that all documentation required for all clients including those related to KYC, AML and SANCTIONS are up to date.
- Follow the Retail end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level time lines or where there are unresolved KYC requirements, to management in Operations.
- Check and Approve each new account application and loan document.
- Business Management.
- Drive customer engagement activities in branches Based on gaps identified, motivate requests to the manager for additional resources including people, budget and equipment.
- Obtain a thorough understanding of the business unit’s strategy and explain it to team members in such a way that they understand the contribution they have to make.
- Explain targets and take accountability for the monitoring and achievement of performance objectives in the department in terms of employee satisfaction, customer experience, cost performance, return on investments, risk, and compliance and governance requirements.
- Create quarterly and monthly plans to ensure delivery for the year. Conduct basic statistical analysis to track performance variances and determine the root causes of errors.
- Make recommendations for productivity or process enhancements to process owners.
- Implement productivity improvement measures by coaching staff on any new processes or on their areas for improvement.
Other Duties:
- Carried out other duties as assigned by the Branch Manager.
- Prepare various reports and business proposals for management approval.
Education and Experience Required:
- Bachelor Degree in Business Administration/ its equivalent 5 years banking experience (preferably from Branch) Broad knowledge of banking practice (Product knowledge) and bank regulations.
Knowledge, Skills and Competencies Required:
- Strong Customer Service management
- Communication skills verbal and written.
- Listening skills
- Relationship Management
- Financial Management and analytical skills
- Bank Products awareness
- Selling and negotiation skills
- Awareness of BOT Regulation
- Risk Management
Qualifications:
Bachelor`s Degrees and Advanced Diplomas – Business, Commerce and Management Studies, Commercial mindset – Junior (Meets some of the requirements and would need further development), Customer Excellence – Service Delivery (Meets all of the requirements), Digital familiarity (Meets all of the requirements), Effective communication – Basic (Meets all of the requirements), Experience in a similar environment, Openness to change (Meets some of the requirements and would need further development), Product and/or Service Knowledge (Meets all of the requirements), Relationship building (Meets some of the requirements and would need further development)
