Senior Manager; Affluent – NMB Bank

Strategic Business and Operational delivery

• Private Banking portfolio growth and portfolio management for local and foreign currencies in the segment.
• Drive FATCA compliance for all clients in the Private Banking portfolio.
• Conduct customer focus groups and competitor reviews to determine the appetite for differentiated products in the Retail Affluent customer segment.
• Develop and implement monthly plans for achieving new business and customer acquisition goals committed as per assigned budget.
• Work hand in hand with Retail Products team in formulation of client relationship deepening models for customer upgrade strategies including relationship pricing and differentiated product pricing models.
• Implement affluent client’s engagement and portfolio strategy to drive business uptake and ensure profitability.
• Develop Wealth Management solutions for the niche market based on customer needs.
• Provide sales management direction through review and analysis of market trend data, pipeline reports, call reports, for the purpose of retention and acquisition of new clients.
• Conduct customer focus groups and competitor reviews to determine the appetite for differentiated products suitable for affluent clients.
• Formulate suitable sales and marketing plans to grow the client base and maintain a robust pipeline of business opportunities.
• Ensure Relationship Managers manage client portfolios, keeping client plans up to date. Enhance and expand the banks’ relationships with existing and new clients.
• Through Relationship Managers ensure client accounts are closely monitored and are performing positively to meet client needs, be aware of both their goals, income, and spending to manage the portfolio and subsequently grow revenue.
• Through research be on top of market condition and proactively determine opportunities to meet private banking revenue but also mitigate any obstacles that might arise.
• Create strategies for client acquisition, expansion, and retention in the markets with a focus on client experience and client outcomes across the bank.Leadership & People Management
• Build and develop a high performing team by embedding performance-based culture through mentoring, coaching, guidance, and support on the job training where need be.
• Proactively and creatively develop team’s skills encouraging learning and knowledge transfer and recognizing achievements.
• Regular review of individual performance targets and give constructive feedback for development and ensure the team achieves maximum potential.
• Determine and manage training needs analysis and succession plans for the entire team.
• Ensure team members own and manage customer queries and complaints by taking ownership and resolving timely. Act as escalation point for their unresolved queries and complaints.
• Accountable for effective resource planning, management, reporting and coordination of projects/initiatives to deliver change in line with business requirements.
• Create an empowering environment for team members, encourage individual ownership and initiative.

• Business understanding of the characteristics of affluent clients, consumer buying behavior and pricing sensitivity, and knowledge on diaspora banking offerings for Retail Banking.
• Strong understanding of banking products – Asset, Liabilities, Bancassurance and all Digital products.
• Knowledge and understanding of appropriate legislation and regulations affecting banking and customer interaction.
• Strong understanding of FATCA, KYC and BOT regulations in handling high value customers.
• Interpersonal skills to create and maintain relevant business networks and to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Planning and organizing skills to maintain service deadlines and plan processes to maintain deliverables.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Excellent oral, written, and interpersonal communication, presentation, strong closing, leadership and influencing skills.
• Selling and negotiation skills.
• Personal motivation and drive with the ability to work independently and in a collaborative environment.
• Strong Relationship Management skills.
• Strong ties with Government and non-Government institutions in creating synergies and collaboration for the purpose of business growth.
• Strong personal drive on planning, organizing, sales, persuasiveness, proactive in carrying out various initiatives for business growth.

• Bachelor’s degree in business related studies (Banking, Finance, Economics, Marketing)
• Master’s degree in business administration and or management is preferred.
• A minimum of 7 years’ relevant working experience in affluent banking sales service and operations with at least 5 years as a senior leader.