Branch Business Relationship Officer

Job Summary:

The Branch Business Relationship Officer is responsible for achieving business growth for Retail & MSME/IFB Banking by providing quality relationship management to new and existing customers at the assigned branch. The role focuses on sustaining customer satisfaction, retaining existing and potential customers, and generating additional business through cross-sell opportunities.

Academic and Professional Qualifications:

• Bachelor Degree in Business Administration, Banking, Finance, Accounting & Finance, Management, or any other equivalent fields.
• Training and courses in banking operations (IFB, domestic, credit, and international banking operations).

Experience:

• Minimum of four (4) years of successful experience in banking or customer contact roles.

Functional/Technical Competencies:

• Product and price knowledge: Understanding of banking products and services and their pricing to effectively promote and sell products (domestic, digital, international).
• Marketing and sales skills: Ability to effectively promote and sell financial products and services to customers.
• Applicable banking systems knowledge: Ability to use banking systems and digital platforms (e.g., core banking systems) to enhance operations and customer experience.
• Knowledge of Sharia/Islamic banking principles: Understanding and application of Islamic banking laws and financing principles.
• Customer service delivery: Understanding of service channels such as websites, email, USSD, SMS, internet platforms, ATMs, POS, agents, merchants, and branches to enhance customer experience and efficiency.

Behavioral Competencies:

• Collaboration: Effective communication, teamwork, dependability, and engagement.
• Teamwork: Sharing strengths and supporting colleagues to achieve common goals.
• Engagement: Active involvement in organizational initiatives, culture, CSR, training, and mission-driven activities.
• Communication: Clear and effective exchange of information and ideas.
• Adaptability: Ability to adjust to new situations without disrupting operations.
• Continuous Improvement: Commitment to improving processes and performance.
• Agility: Ability to move quickly and efficiently in response to needs.
• Responsiveness: Ability to respond quickly to changing demands.
• Customer Centricity: Understanding and exceeding customer expectations through data-driven decisions and continuous improvement.
• Relationship Building: Ability to develop and maintain sustainable stakeholder relationships.
• Empathy: Understanding and sharing customer perspectives and experiences.
• Data-Driven Decision Making: Using data consistently to guide actions and decisions.
• Respect: Maintaining respect as the foundation of teamwork and customer relations.
• Professionalism: Demonstrating competence, integrity, and respect in all work activities.
• Inclusivity: Embracing diversity and fostering belonging.
• Genuineness: Being authentic, sincere, and transparent in all interactions.

Skills Required:

• Accounting / Finance
• Sales / Marketing / Business / Management