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.

KEY MEASURABLE GOALS

MSME Portfolio Growth: Increase in the MSME loan portfolio by actively acquiring new clients and deepening relationships with existing ones.

Client Success & Retention: Improve the business health of MSME clients, measured by an increase in the number of returning clients, repeat business, and successful cross-selling of other financial products.

Portfolio Quality: Maintain a high-quality loan portfolio with a delinquency rate below 3% for loans over 30 days and zero for those under 30 days.

Digital Adoption: Drive the adoption of digital banking platforms, with a specific target for onboarding and active usage among your MSME client base.

Revenue Generation: Exceed revenue targets by effectively cross-selling the full range of bank products and services tailored to the needs of MSMEs.

KEY RESPONSIBILITIES

Actively market and generate new business by identifying and recruiting high-potential MSME clients. Serve as a trusted financial advisor, helping clients identify their needs and recommending suitable financial products and services to support their business growth.

Build and maintain strong, long-term relationships with clients through regular, proactive visits.

Prepare comprehensive and insightful credit appraisals and analyses for MSME clients. Present these to the Branch Credit Committee, focusing on the client's business potential and growth trajectory.

Conduct daily monitoring of the portfolio's quality, proactively instituting remedial actions to prevent delinquency. This includes regular follow-ups and working with clients to find solutions that protect both their business and the bank's assets.

Actively promote and support the adoption of the bank's digital platforms (e.g., Digi Cash, Internet Banking, USSD Code) to help MSMEs streamline their financial operations. Cross-sell other bank products, such as Bancassurance, to provide a comprehensive IFS solution.

Adhere strictly to all internal policies and regulatory requirements, including Anti-Money Laundering (AML), Know Your Customer (KYC), and Countering the Financing of Terrorism (CFT) policies. Ensure all client transactions are monitored for unusual activity and reported as required.

Education:

A business-related degree from a recognized university.

An accounts qualification up to Section 4 of the CPA exams.

A Master's degree. (Desired)

Experience:

At least 4 years of experience as a universal banker handling MSME loans.

A minimum of 3 years of hands-on lending experience.

Skills and Competencies

Proficient in business management principles.

Strong understanding of credit management practices.

Proven ability to supervise and lead a team.

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

22 August 2025 , 23:59

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