HF Group Careers

Principle Accountabilities

• Achieve growth of the branch asset and liability book to ensure the growth of the branch and increase profits.
• Oversee the operations of the branch to ensure compliance with laid down policies and procedures.
• Directing, motivating, and developing staff so as to ensure a branch succession plan for branch continuity is in place.
•  Appraising and reviewing staff performance so that branch strategies are accomplished.
• Safeguard and oversee the effective and efficient use of branch assets so that set budgets are adhered to.
• Setting branch strategies in line with company strategy and preparation of relevant reports to monitor and review performance.

Key Competencies and Skills

Technical Competencies

• Selling and Negotiation skills
•  Basic accounting skills
• Analytical Skills

General Competencies

• Teamwork and Interpersonal skills
• Leadership Skills
• Demonstrate Integrity and Professionalism,
• Good communication skills, both written and Verbal

Minimum Qualifications, Knowledge and Experience

EDUCATION

• A University degree in a business-related field.
• Relevant professional qualifications, such as AKIB
• A Master’s degree in a business-related field will be an added advantage.

EXPERIENCE

• Minimum of 5 years experience in management within the Banking industry, specifically Branch Management experience.

Principle Accountabilities

Relationship Management & Customer Service

• Provide High Net Worth (HNW) clients with personalized service so as to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis.
• Ensure clients are aware of all the Privileges & Solutions offered under Ultimate Banking (for UB Clients)
• Ensure clients are aware of all financial services offered by the bank- drive full service bank agenda.
• Use systems effectively for customer contact management, sales and service activity.
• Ensure delivery of service promise for improved customer satisfaction levels.
• Minimize client attrition.
• Ensure set Complaint Management processes are followed and TATs are met.

Business Development

• Source New Business from Personal Banking & Ultimate Banking clients through referrals, marketing activities and personal contacts.
• Develop the Ultimate Banking customer base and expand the unit’s business growth through marketing of the Ultimate banking products and services.
• Enhance HF Ultimate Banking & Personal Banking sales/ revenues and promote cross selling of bank products to all existing clients.
• Achieve Revenue goals, Sales and Portfolio growth targets across a range of products and services.
• Achieve Product Holding per customer growth targets
• Ensuring revenue growth through customer acquisition, new need identification, product cross-sell and re-engineering increased product usage for existing clients.
• Participate in SME and Institutional Bank customer calls for marketing initiatives.
• Drive segment based focus products agenda and conduct branch product trainings.
• Complete training programs allocated in line with your Role.

Controls

• Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
• Strong responsibility for ethical selling to customers with complete disclosure about products and services.
• Ensure Portfolio allocated is closely monitored and the actions recommended are diligently executed.
• Ensure required approvals are obtained before authorizing payments.
• Monitor overdrawn accounts and overdue loans and follow up for clients to regularize.
• Ensure accounts are not overdrawn without authorization.
• Adhere to set processes and procedures.

Key Competencies and Skills

Technical skills

• Knowledge of Banking and Business Operations: Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures
• Audit Standards and Legislations: Good knowledge of International Accounting and Audit Standards, and Legislations.
• Compliance and Regulatory Framework: Good understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KRA, KIB, etc.
• Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail.
• Intricate understanding of products pertaining to HNW customers both internal and external (competitors).
• Basic market knowledge of various investment vehicles / markets/ economics.
• Strong interpersonal skills and appreciation for diversity.
• Team player with ability to train, develop and mentor junior staff.
• Relationship Management skills.
• Networking Skills.

Personal attributes

• Communication and Interpersonal Skills: Ability to build rapport easily with customers, have well developed oral and report-writing skills, and have the ability to work individually and as part of a team.
• Results and Achievement Oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards.
• Personal Ethics: Must be honest, fair, just but firm with himself, and of high integrity.
• Negotiation Skills: Must be a good negotiator, particularly in changing behavior and work practices but always seek a Win/Win outcome.
• Extrovert/ Amiable personality.

Minimum Qualifications, Knowledge and Experience

Academic Qualifications:

• Bachelor’s degree in a business related field
• Master’s Degree will be an added advantage

Professional Qualifications:

• Retail Banking Associate (RBA UK)
• Customer Relationship Management Course
• CISI Certified Level 1 will be an added advantage

Work Experience:

• Minimum 3 years’ experience in similar job with a financial services institution.

Principle Accountabilities

• Ensure growth of the branch asset & liability books and profitability by working with and directing the branch sales team on activations, portfolio management, strategy adoption, customer visits and sales activities in general
• Monitor Non-performing loans and manage them.
• Setting up the branch business development strategy in line with company strategy and preparation of relevant reports to monitor and review performance
• Ensure optimum team productivity and identify training needs of the team.
• Cross-selling of HFC Banks products by establishing new relationships in order to grow both assets and liabilities book.
• Maintaining customer relations by regular contact to ensure customer satisfaction and business continuity.
• To review accounting opening forms and loan applications by scrutinizing the documents to ensure they are KYC Compliant.
• To check data entry by verifying the data captured against source documents to ensure accuracy in data capture.
• To analyze loan applications by interviewing the customers.
• To identify customers borrowing needs by interviewing them so as to ensure selling of the right products.

Key Competencies and Skills

• Technical competencies: selling skills, analytical skills, negotiation skills, supervisory     skills, IT Skills, report writing, communication skills and Product knowledge 
• General competencies: Team Work, Listening skills

Minimum Qualifications, Knowledge and Experience

Education

• A Business-related degree

Experience

• 3 years in Banking Industry

Principle Accountabilities

• Cross selling of HFC Banks products by establishing new relationships in order to grow both assets and liabilities book.
• Maintaining customer relation by regular contact to ensure customer satisfaction business continuity 
• To review account opening forms and loan applications by scrutinizing the documents to ensure they are KYC Compliant.
• To check data entry by verifying the data captured against source documents to ensure accuracy in data capture.
• To analyze mortgage loan applications by interviewing the customers.
• To identify customers borrowing needs by interviewing so as to ensure selling of the right mortgage product.
• To safeguard bank assets by being a dual custodian to minimize frauds and losses

Minimum Qualifications, Knowledge and Experience

• A Business-related degree
• 3 years in Banking Industry

Key Competencies and Skills

• Selling skills
• Analytical skills
• Negotiation skills 
• Supervisory skills
• IT skills
• Report writing
• Communication skills
• Product knowledge  
• Teamwork
• Listening skills

Principle Accountabilities

• Oversee resolution of systems related problems specific to Digital Channels. This will involve handling queries from users and resolve or advise them accordingly as well as attending to systems failures to resolve or coordinate the resolution of the problem, liaising with software vendors to resolve systems issues or escalating where necessary.
• Support Host to Host (H2H), 3rd Party systems/channels and Core Banking Integrations using different consumer protocols through Enterprise Service Bus (ESB).
• Provide management oversight for the Banks Digital Channels to ensure projects, incidents, problems, service requests and escalations be dealt with according to defined set of policies, processes, procedures and SLA's.
• Perform review of all Channel releases regularly to ensure optimal efficiency, reliability and stability as per agreed levels of service delivery.
• Ensuring optimal performance and uptime of Digital Channels integration points in order to meet industry standards of acceptable TPS (Transactions Per Second) through the implementation of load testing procedures for API’s using relevant tools like soapUI, POSTMAN, JMETER among others and cascading the same to support and development teams. 
• Participate in implementation/upgrade (projects) of Digital Channels by ensuring that requisite resources are provided to the assigned Project Manager in collaboration with internal/external teams.
• Ensure real-time monitoring of Digital Channels performance by monitoring their KPI’s through an automated monitoring and event notification system. 
• Provide Digital Channels test systems for User Acceptance Testing (UAT), UAT systems uptime and ensuring that functions/features are tested before being put on the live system.
• Implement automated testing and deployment tools for realization of full DevSecOps environment.
• Maintain Channels documentation on system configuration or setup, details available and well understood, and provide resources/assist in user training.
• Evaluate and ensure effectiveness of the Digital Channels (systems, people, policy, controls and procedures) with regard to user profile administration, protection against exposure to and impact of risks associated with unauthorized access.
• Perform Application tuning and performance monitoring, identifying performance degradation trends, problem areas and actively participate in resolution.
• Ensure speedy closure of the issues and problems assigned to the team with pro-active prioritization and feedback.
• Plan and put into action long-range solutions for resolving recurring difficulties with minimum user disruption - educate users to resolve simple recurring problems themselves.
• Avail all scheduled reports and generate ad-hoc reports as requested by the Business Users.
• Ensure BCP for all Digital Channels under custody by running periodic tests for compliance.
• Ensure periodic review of staff performance to encourage them meet the expectations stipulated and push them to perform even higher.
• Participate in the implementation of IT related policies and undertake other tasks as may be assigned from time to time by the seniors in the bank’s IT function.
• Participate in Digital back-office processes automation, integration, and systems uptime, leveraging on open-source tools and Improvements among other tasks.

Key Competencies and Skills

• Hands on experience in Core Banking Applications and Channels integrations.
• In-depth technical knowledge on Information Technology and current trends.
• Excellent communication skills.
• Strong analytical and problem-solving skills, with the ability to interpret data and make strategic decisions.
• Project management skills.
• Problem-solving skills.
• Results oriented, excellent interpersonal skills, analytical thinker, problem solving skills, good communicator, self-driven and a team player.
• Should have good knowledge of the bank’s products in order to be able to interpret user needs, possesses general awareness of the bank’s operating procedure with detailed knowledge of the Bank’s Information Security Policy.
• Ability to evaluate situations, provide proper guidance and make proper decisions, able to forecast, plan, and organize work for effective achievement of job tasks.
• General awareness of the Bank operating procedures as well as detailed knowledge of the Bank’s Information Security Policy.

Minimum Qualifications, Knowledge and Experience

• Bachelor's Degree in Computer Science, Information Technology, or related field.
• Knowledge of UNIX and LINUX is required. 
• Governance certifications like ITIL or COBIT would be an added advantage. 
• IT certifications such as MCSE and Oracle will be an added advantage.
• A minimum of 5 years working experience in a busy IT environment as a digital channel support with hands on role in Channels administration.
• At least 3 years banking experience in Digital Channels Support and Projects.

Principle Accountabilities

• Prepare and implement Collections and Debt Management strategies and plans to turn around Non-Performing Loans in HFC based on Strong negotiations and restructures. These strategies and plans should clearly delineate the objectives and goals of the department in line with the existing Bank wide strategic goals on NPL’s.
• Reporting Compilation. Coordinate accurate compilation and timely submission of periodic reports by Collections and Debt Management department to HFC’s Senior Management, Board of Directors, the Central Bank of Kenya and where appropriate external rating agencies; including: -
  • Large non-performing loans report for HFC
  • Derailed Non-performing loans portfolio reports for HFC
  • Periodic collection or debt management progress reports
  • CRB Pre and Post listing reports.
  • Audit schedules for External Audit and CBK Inspection
• Manage Credit Reference Bureau End to End Process, Issuing and filing of Pre and Post listing notices.
• Prepare annual or Interim Action Plans for administration of non-performing loans managed by the debt management department.
• Exercise Delegated Authority discretion relating to Management of Delinquent and Non-Performing Loans.
• Proactively manage the Non-performing loan portfolio by employing a variety of intensive Remedial management and loan work-out techniques to improve credit quality, maximize recoveries and or reduce provisions and ultimate losses and costs to the Bank.
• Efficient Team Management. Manage, mentor, motivate and coach Collections and Debt Management staff to ensure continuous achievement of set objectives.
• Evaluates, negotiates, recommends, implements and monitors work out and recovery strategies approved by the MLC, including legal action, debt settlements and disposal at the best realizable values through private sale, pubic auction and secondary market trades.
• Ensure proper documentation of all follow up strategies adopted and agreed with debtors ensuring continuous monitoring and tracking.
• Work closely with Business Units providing feedback pointing out red flags and weaknesses as well as providing prompt and clear strategies to the weaknesses to reduce or eliminate cases of default.
• Work in liaison with Legal Services Department in coming up with options that are in compliance with applicable laws, guidelines and regulations to avoid adverse publicity and possible litigation.
• Customer Service Management by assisting customers retain their credit relation by encouraging debt redemption and settlement.
• Performance Management: Monitor key performance indicators (KPIs) related to collections and debt recovery activities. Prepare regular reports and presentations for senior management, highlighting performance trends, challenges, and opportunities.
• Working in liaison with Portfolio Management and Financial Accounting to ensure NPL provisions adhere to IFRS 9 Standards, CBK Prudential Guidelines and Credit Policy.
• Ensure effective and efficient Key Stakeholder Management such as Operations, Customer Experience, Marketing, ICT, Legal, Audit and Business teams.
• Service Providers Performance Tracking. Liaise with and track performance of Service Providers in the Foreclosure Process particularly; Valuers, Auctioneers, Lawyers, External Debt Collectors, Investigators, Property Managers and Receiver Managers.
• Manage Realization costs to Service Providers and inculcate culture of high integrity when dealing with External Service Providers.
• Adherence to Money Laundering and Fraud Prevention Procedures by identifying suspicious activities and reporting to respective Fraud/Money Laundering Prevention Unit.
• Participate as appropriate in management forum for departmental managers.

Key Competencies and Skills

• Knowledge of the provisions of the Bank’s Credit Policy and Lending Manuals.
• Analytical skills with experience and exposure to cash flow modelling and present value analysis
• Knowledge of relevant regulations i.e. Land Act 2012, Banking Act, CBK Prudential guidelines, CRB Regulation 2013, Auctioneers Act, insolvency law, bankruptcy and litigation procedures etc.
• Asset evaluation techniques and syndicated credits.
• Excellent advanced spreadsheet knowledge and good skills in other MS applications.
• Excellent communication and interpersonal skills, with the ability to interact effectively with internal and external stakeholders at all levels.
• Negotiation skills
• High emotional intelligence
• Excellent leadership and team management skills
• Adaptability and Resilience
• Process orientation
• Strategic orientation

Minimum Qualifications, Knowledge and Experience

• Bachelor's degree in finance, business administration, or a related field. Master's degree preferred.
• Professional certifications in credit management or debt recovery will be an added advantage.
• At least 7-10 years of experience in collections and debt management within the banking or financial services industry, with a proven track record of success.
• Well-developed credit/ workout skills including an understanding of the major risk factors that impact on Non-Performing Loans in today’s changing financial and economic environment.

Principle Accountabilities

• Drive Team set targets through customer growth and retention across all lines; Tills, Digital Integrations, CTO, lending, NFI and balance sheet growth.
• Tills and Merchants mobilization- sales pitching and market activations.
• Plan, drive and monitor the Team sales strategies through segment focus, customer focus needs-based selling.
• Develop and refine Teams sales toolkits, client materials and training to reflect the various target proposition.
• Performance Management- Run daily, weekly and monthly reviews with the sales staff to ensure the Teams are constantly engaged and ahead of targets.
• Cost management and Revenue Generation.
• Peoples management.
• Implement effective HR standards and strategies, manage succession plan, and retain key talent, constant discipline in performance management.
• Manage the sales staff by providing ongoing individual coaching and training to assure ensure achievement of sales goals, member retention and deepening member relationships.
• Continuous review & appraisal of sales staff performance and immediate corrective action.
• Ensure sales staff are motivated for maximum productivity.
• Cultivate a team culture that enhances support for each other to ensure overall productivity.
• Arrange, conduct or recommend appropriate training for your Team to enable them carry out their duties effectively & efficiently.
• Ensure discipline and adherence to staff code of ethics by sales staff.
• Ensure planned leave schedule & execution for branch sales staff.
• Implement processes to prevent mis-selling, misrepresentation, fraud and adherence to customer data confidentiality principles.
• Ensure the Team adhere to all KYC guidelines and procedures, comply with local regulatory requirements, reflect best practices.
• Ensure the team comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer

Key Competencies and Skills

• Excellent written and oral communication skills.
• Excellent interpersonal skills with the ability to effectively work with individuals and groups at all organization levels; ability to work independently and as part of a team.
• Excellent customer service skills with the ability to respond to inquiries or complaints effectively and timely.
• Ability to take initiative and prioritize tasks; good time-management, organization, problem-prevention and problem-solving skills.
• Basic analytical ability with active listening skills.
• Ability to work accurately with close attention to detail; must have eye for details, strong ability to scrutinize and examine.
• Ability to maintain confidentiality of sensitive information.
• Willingness to adapt to changing business needs and deadlines. 
• Computer/IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
• General knowledge in banking processes.

Minimum Qualifications, Knowledge and Experience

• A Degree in a business-related field from a recognized institution.
• Minimum of 3 years’ experience in sales management within the Banking Industry
• Demonstrate knowledge of banking operations
• Problem solving and analytical skills.
• Demonstrate integrity and ethical standards.
• Attentive to details.  

Principle Accountabilities

• Selling Tills, Accounts, CTO, loans and deposits mobilization.
• Sales planning and tracking of daily sales activity and reporting to the Team Leader Payments.
• Mapping and scoping the business opportunity within the catchments area and its environs and liaising with the Sales Team Leader for sales activations.
• Making presentations to prospects i.e. individual, schemes, business owners.
• Customer interviews and interactions both at the Branch and at their place of work/Business to understand their needs and offer the right products.

Key Competencies and Skills

• Computer literacy – MS Office Suite.
• Excellent communication skills both oral and written.
• A confident person who is self-driven with strong interpersonal and negotiation skills.
• A person of integrity and with good negotiation skills.
• Ability to be an agent of change and Innovation with a strong desire to excel.
• Ability to deliver set business targets and service with minimum supervision.
• Flexible and willing to travel on short notice.
• Age: 20 years – 30 years.
• Strong communication & presentation skills.
• Strong co-ordination skills.
• Analytical Skills:
• Interpersonal skills:
• Negotiation and Selling Skills.
• Leadership and management skills is an added advantage.

Minimum Qualifications, Knowledge and Experience

• A Degree in a business-related field from a recognized institution.
• Minimum one-year sales experience with relevant experience in Customer Service and relationship management.

Principle Accountabilities

Relationship Management &  Customer Service   

• Provide clients with personalized service to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.
• Identify financial and non-financial requirements for clients by conducting a financial needs analysis.
• Ensure clients are aware of all financial services offered by the bank's-drive full-service bank agenda.
• Use systems effectively for customer contact management, sales and service activity.
• Ensure delivery of service promises for improved customer satisfaction levels.
• Minimize client attrition.
• Ensure set Complaint Management processes are followed and TATs are met. 

Business Development

• Source New Business from clients through referrals, marketing activities and personal contacts.
• Develop the customer base and expand the unit’s business growth through marketing of banking products and services.
• Enhance HFC personal Banking sales/ revenues and promote cross-selling of bank products to all existing clients.
• Achieve Revenue goals, Sales and Portfolio growth targets across a range of products and services.
• Achieve Product Holding per customer growth targets
• Ensuring revenue growth through customer acquisition, new need identification, product cross-sell and re-engineering increased product usage for existing clients.
• Participate in cross departmental customer calls for marketing initiatives.
• Drive segment-based focus products agenda and conduct branch product trainings.
• Complete training programs allocated in line with your Role.

Controls

• Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
• Strong responsibility for ethical selling to customers with complete disclosure about products and services.
• Ensure Portfolio allocated is closely monitored and actions recommended are diligently executed.
• Ensure required approvals are obtained before authorizing payments.
• Monitor overdrawn accounts/ overdue loans and follow up for clients to regularize.
• Ensure accounts are not overdrawn without authorization.
• Adhere to set processes and procedures

Key Competencies and Skills

Technical skills

• Knowledge of Banking and Business Operations: Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures
• Audit Standards and Legislations: Good knowledge of International Accounting and Audit Standards, and Legislations.
• Compliance and Regulatory Framework: Good understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KRA, KIB, etc.
• Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail.
• Intricate understanding of products pertaining to customers both internal and external (competitors).
• Basic market knowledge of various investment vehicles / markets/ economics.
• Strong interpersonal skills and appreciation for diversity.
• Team player with ability to train, develop and mentor junior staff.
• Relationship Management skills.
• Networking Skills.

Personal attributes

• Communication and Interpersonal Skills: Ability to build rapport easily with customers, have well-developed oral and report-writing skills, and have the ability to work individually and as part of a team.
• Results and Achievement Oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards.
• Personal Ethics: You must be honest, fair, just but firm with self, and of high integrity.
• Negotiation Skills: You must be a good negotiator, particularly in changing behavior and work practices, but always seek a win-win outcome.
• Amiable personality. 

Minimum Qualifications, Knowledge and Experience

Academic Qualifications:

• Bachelor’s degree in a business-related field

Work Experience:

• Minimum 3 years’ experience in a similar job with a financial services institution.