Job Title:  Relationship Manager –Public Schemes

Organisation: KCB Bank Uganda Limited

Duty Station: Kampala, Uganda

About the Company:

KCB Bank Uganda Limited which is part of KCB Group, East Africa’s largest commercial bank that was established in 1896. Over the years, the Bank has grown and spread its wings into Tanzania, South Sudan, Uganda, Rwanda and Burundi completing the East African circuit in the year 2012. Today, the Group has the largest branch network in the region with over 238 branches, 950 ATMs and 8,000 agents offering banking services on a 24/7 basis in East Africa. KCB Bank Uganda was established in the year 2007 and has grown to become one of Uganda’s top ten commercial banks.

Key Duties and Responsibilities:

Sales and Growth of the Retail Public sector Schemes.

• Grow the Banks Business through recruitment and mobilization of new to bank and existing potential public sector schemes in line with the scheme’s performance target.
• Organize different sales activities/campaigns at institution level to give an opportunity to sales staff access to the employees of the target entities.
• Support channels in selling and cross selling all the relevant bank products in the target Entities.
• Develop and implement a sales plan to achieve and exceed scheme sales targets.
• Work in liaison with the branches to understand and sell the right proposition/offering at scheme level.
• Provide daily, weekly, monthly, and quarterly sales performance reports to the Sales Manager detailing the performance progress.
• Support some loan applications from branches that may require exceptional approval for some reasons within acceptable risk margins.

Relationship Management/Customer Service

• Exploit the existing customer relationships to create new profitable business opportunities.
• Maintain a visible and active presence in the assigned entities to support the relationships.
• Conduct regular customer visits in order to build long term relationships and generate call repots.
• Handle customer queries and complaints and resolve them in a timely manner and escalate any unresolved queries in the shortest time possible.
• Technically support branch staff to acquire profitable and quality business from the key entities in the portfolio.
• Foster a team approach by actively building strong work relationships with departments and branch teams.
• Manage all services related issues raised by employees or management.
• Schedule meetings with the key decision makers in the managed entities for senior leadership visits.
• Work on closed or suspended schemes in the portfolio to ensure that they are reopened for business where it doesn’t pose any risks to the bank.

Delinquency Management

• On a daily basis monitor loans in the scheme portfolio and ensure that they are performing in line with set targets and approved terms and conditions.
• Initiate and work together with branches in the recovery of delinquent loans in the scheme portfolios in the line with set policies and procedures governing the recovery process.
• Track first instalment defaults and work through channels to ensure that they are resolved.
• Ensure salaries have come through and advise the credit team where there are delays as per the expected salary dates.
• Ensure loan repayment dates are aligned to the salary dates for all the entities and the respective borrowers to reduce 0–29-day arrears.
• Ensure all entities communicate exits and follow up on any payments available like terminal benefits, insurance claims etc.
• Send monthly updates to the employers with details of the borrowed employees to minimize salary diversions and other reasons that may affect the quality of the book.

Operational Rigor and Compliance

• Deliver accurate and quality loan and vetting documentation, in line with approved terms and operating policies and procedures.
• Monitor and evaluate performance of assigned loan portfolio with reference to risk management framework, customer service standards and the loan terms.
• Monitor files in the credit quest to ensure timely decisioning of files.
• Actively participate in the training and coaching programme of the bank for sales officers and make reports in line with the performance management framework.
• Ensure all audit gaps are closed in regard to scheme findings.
• Ensure compliance by branches on the vetting processes as indicated in the process manuals.

Qualifications, Skills and Experience:

Technical Competences and Skills

• Customer Focus
• Assertiveness
• Interpersonal Sensitivity
• Excellent Planning and Organizational Skills
• Strong Communication Skills both Verbal and Written
• Problem Solving and Analytical Skills
• Presentation Skills
• High Integrity
• Team Player

Knowledge & Expertise

• Knowledge of the Bank products, services and policies including standard tariffs
• A good understanding of overall retail goals and objectives, including the branch objectives, growth of sales, cost control and income contribution.
• A thorough understanding of the sales process.
• A working knowledge of procedure manuals
• A good working knowledge and understanding of relevant regulations and related markets.
• A thorough knowledge of banks internal departments and procedures as well as risk and rigor requirements
• A good understanding of portfolio management.

Minimum Qualifications and Skills

• Bachelor’s degree in a business-related field
• Minimum of 4 years of related experience
• Sales driven
• Ability to identify, analyze and structure consumer lending requirements.
• Thorough knowledge of banking products and services.
• Solution oriented and creativity.
• Demonstrate knowledge of Digital Financial services and their relevance to customers.
• Strong communications, negotiation, and interpersonal skills with ability to win business.
• Passion for Performance.
• Open to New Ideas in a rapidly changing Business Environment and innovative.
• Integrity
• People management with bias to customer centricity.