Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Job Summary

Working closely with the Business Growth & Development Manager the job holder will ensure implementation of sales & business growth strategies and at the same time ensure quality of the MSME book. He/she will identify business growth opportunities, acquire clients in area of jurisdiction, provide support first through Faulu Business Account opening, manage daily utilization towards future lending and build a sizeable portfolio in both deposits & MSME  ensuring excellent client experience

1. KEY PERFORMANCE INDICATORS

Achievement of quality portfolio to meet targets <3 % for above 30 days and nil for below 30 days.Timely loan recovery and follow-ups to minimize delinquencies and improve portfolio health.Client acquisition, increase rate of MSME loan uptake and relationship management.Increase revenues through cross selling of other bank products e.g. sale of cheque books, mobile banking enrolment.Active Deposit Mobilization to meet set targets.

2. KEY RESPONSIBILITIES

Proactively market and generate business through client recruitment, deposit mobilization and disbursement.Conduct regular visits and follow-ups with customers to ensure satisfaction and foster long-term relationships  Maintain up to date records of all customer visits for all customers.Cross sell all Faulu products and services to both existing and potential clients.Business growth initiatives including marketing activities, new business sign ups, new partnerships etc.Prepare credit appraisals, analysis and present to the Branch Credit Committee meetings further review & recommendations.Adhere to current procedures, processes, memos and circulars as may be issued from time to time.Address all customer queries within stipulated Service Level Agreements (SLAs).Monitor the portfolio quality on a daily basis and proactively institute remedial actions.Promote Digital Banking adoption by onboarding and supporting customers on usage of Digital Banking platforms (Digi Cash, Internet Banking USSD Code)Liaison with the branch leadership team, local authority i.e. chiefs, opinion leaders to reinforce loan collectionsMonitor, on a continuous basis, all transactions to ensure that unusual and suspicious transactions are reported to the Money Laundering Reporting Officer (MLRO)Implementing and enforcing the board approved AML, KYC & CFT policy in as far as is applicable within my area of responsibility

Education Qualification

Business related degree from a recognized universityAccounts Qualification  Section 4 of CPAs

Professional Qualifications

 Accounts Qualification  Section 4 of CPAs

Knowledge Skills and Experience

Business management skillsCredit management skills Supervisory skillsAt least 4 years as a Universal Banker doing MSME loansLending hands on experience of at least 3 years.

Competencies Required

Good communicationInterpersonal skillsTeam leader/player

To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.

ResponsibilitiesProduct/Service Information

Provide advanced product/service information.

Customer Order Processing

Record and process customer orders, selecting the most appropriate approach based on predefined options.

Resolving Customer Issues

Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.

Customer Relationship Development / Prospecting

Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data

Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification

Interview the customer, following a multilevel sales script, to clarify the customer's requirements.

Renewals

Provide exceptional service to customers to encourage continued use of the organization's products/services.

Operational Compliance

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInstills TrustInterpersonal SavvyNimble Learning

Education

NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

08 May 2025 , 23:59

The Old Mutual Story!