Job Summary

• Reporting to the Senior Manager, the role holder will be responsible for handling a specific portfolio of delinquent credit facilities, mainly but not exclusively in the Watch Category, within the Corporate, Retail, and SME segments of the Bank, with the objective of putting in place and adopting appropriate strategies within policy guidelines and regulations to minimize credit losses and ensure the portfolio remains profitable in line with SBM Bank business objectives.

Key Responsibilities 

Operational – 45%

• Daily monitoring of the allocated portfolio of delinquent term loans, cards, and overdraft facilities to determine reasons for delinquency by application of sound credit judgment, collections strategy, and process within predetermined broad policy guidelines and regulation to minimize credit losses.
• Work with branches to ensure all customers are contacted on default and collate all information received from the branches in relation to loans and overdraft performance.
• Drive the usage of the Debt Management System at the branch level with relevant reports and escalations where there is non-compliance.
• Using existing Collections reports and systems available from time to time, follow up with clients within your own portfolio to recover arrears.
• Undertake timely collections actions through effective communication and negotiate with customers on their past due facilities while ensuring that subsequent actions on the facilities, if required, are not unduly delayed.
• Quick identification and escalation of collections exceptions in one’s own portfolio to the reporting line that require approval or consideration of alternative recovery actions. Ensure all collection actions taken are in the Debt Management System at all times.
• Efficiently maintaining an accurate diary of collections actions undertaken on one’s own portfolio with timely follow-up of due actions.
• Ensure individual performance objectives and measures are agreed upon with the line manager.
• Constant liaison with the business network to undertake appropriate measures on the allocated collections portfolio to offer alternative solutions for customers.

Relationship Management – 20%

• Respond to customer complaints and queries and escalate unresolved cases for collections management review and advice.
• Application of world-class customer service standards at all times while handling customers issues, walk-in customers, and customer correspondences assigned on recovery related matters.

People Management – 10%

• From time to time as requested, oversee the team performance, initiate work plans, and attend Team leaders’ meetings.
• Ensure leave is well managed in the team by ensuring there is a plan and providing succession leadership to the team.

Compliance – 25%

While the role holder is expected to apply reasonable judgment to enhance maximization of value for the bank at all times, commitment to the guidelines below is non-negotiable:

• Compliance with the SBM Bank Loss Recognition and forbearance policies
• Compliance with Central Bank’s Prudential Guidelines and Risk Management guidelines
• Compliance with Consumer Protection Act
• Compliance  with  SBM Bank’s customer  service standards, values, and habits

Key Relationships

Direct Reports to this Position

• N/A.

Customers of this Position

• All Departments in the Bank
• Service Providers (auctioneers, valuers, yards & advertisers).

Knowledge; Skills, and Experience required for this Role

• 5 years’ experience in a debt collections & recovery function within a financial institution
• University degree in a business-related field from a recognized institution.
• A communication with excellent negotiation & organizational skills.

Competencies required for this Role

• Analytical and numerical skills
• Communication skills (written and verbal)
• Interpersonal skills
• People management skills
• Negotiation and Influencing skills
• Spreadsheet/Database Skills
• Planning and personal organization
• Problem-solving skills
• Service excellence
• Operational excellence
• Customer handing techniques

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JOB SUMMARY: 

• The overall responsibility for the Branch Manager is to oversee business development and operations of the Branch while ensuring staff engagement, customer satisfaction, profitability and growth in line with the Bank’s strategy.

KEY RESPONSIBILITIES:

Business Acquisition – 60%

• To implement the Bank’s business development strategy at branch level including growth in customer base with concurrent growth in branch liabilities, assets, products per customer.
• To formulate and implement branch business plans, forecasts, pipelines and budgets and ensure their control and periodic reviews.
• To support marketing initiatives, monitor and provide regular feedback on products performance and ensure branch staff are well versed with all the banks products.
• To maintain and submit the Branch Manager – Sales Activity Report on a regular basis as per the agreed SLAs.

Service Delivery – 10%

• To oversee customer service delivery, maintenance and improvement of service standards in order to ensure customer satisfaction and retention through effective use of tools provided such as the Customer Relationship Management platform.
• To implement and monitor the operational and business risks management guidelines for the branch to maximize profitability.
• To maintain the look, feel and physical security of the branch premises for the  benefit of staff and customers.
• To adopt and take responsibility for the daily operational routines as stipulated by the Branch Manager Daily Routine Guidelines (BM-DRG) without fail.

People Management – 20%

• To provide leadership, direction to the branch team.
• To build, develop and motivate a high performing team through performance coaching and use of the available performance management and talent management tools provided by T & OD.
• To identify training gaps and recommend on required training interventions.
• To propagate and uphold the SBM Culture and cascade the SBM Vision, Mission, Strategy, Values, 9 Habits and Core competencies to the branch team.

Compliance – 10%

• To ensure compliance with both internal and external regulatory requirements.
• To work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• To ensure implementation and compliance with operational policies and procedures.

KEY RELATIONSHIPS:
Direct Reports to this Position:

• Service Delivery Manager
• Relationship Managers and Officers

Customers of this Position:

• All Branch clientele

Knowledge; Skills and Experience required for this Role:

• Be a holder of Bachelors degree in Business related field.
• Professional banking qualifications such as AKIB will be added advantage.
• Knowledge of operational policies, procedures and legalities relevant to branch operations.
• At least 5 years’ managerial experience in the banking industry.

Competencies required for this Role:

• Entrepreneurial and Commercial Thinking
• Leading and Supervising
• Relating and Networking
• Persuading and Influencing
• Presenting and Communicating Information
• Delivering Results and Meeting Customer Expectations
• Deciding and Initiating Action
• Planning and Organizing