Retail Banking Officer at Polaris Bank Limited

Polaris Bank Limited is a Tier II Nigerian bank that was established by the Central Bank of Nigeria (CBN) on September 21, 2018 to offer commercial banking services, the bank commenced services on the same day, having purchased the assets, and assumed certain of the liabilities, of the defunct Skye Bank. We cater to both individuals and corporate entities through carefully designed Retail, SME, Commercial, Corporate banking as well as products for Government MDAs. We also offer self-service/digital channels offerings leveraging technology to bring banking closer to the customer. 

The Bank is a market leader in Revenue Collection, both in the public and private sectors, with collection mandates in about 30 of 36 states in Nigeria including Lagos State. We are a key player in financial inclusion and are poised to take banking to the doorsteps of our customers; taking care of the banking needs of different categories of persons and businesses. Polaris Bank enjoys significant brand loyalty from its diverse customer base across demographics, industries and sectors.

We are recruiting to fill the position below:

Job Title: Retail Banking Officer

Location: Lagos, Nigeria
Industry: Financial Services

Job Description
Key Result Areas:
Products Development:

• Identify types of retail & commercial banking and financial service products and services that best serve specific needs and objectives customers.
• Propose relevant financial or banking instruments to serve specific customer needs and objectives.
• Analyze the risks and profitability of various retail & commercial banking and financial services of products
• Identify the impact of market forces on the performance of the Bank’s products and services.

Market Place Knowledge, Strategic and Conceptual Selling:

• Possesses a comprehensive understanding of relationship management strategies and techniques.
• Demonstrates skill in building and nurturing client relationships.
• Conducts regular client meetings and discussions to understand their needs and preferences.
• Collaborates with internal teams to deliver exceptional client service and support.

Credit Risk Management:

• Evaluate customer financial strength based on reputation of customers, repayment history, adequacy of equity capital, volatility in sources of funds intended to be used by customers for repayment of loan along with interest, value of collateral and dependence level on economic condition of customers.
• Evaluate credit rating or scoring by conducting detailed analysis on customer character and matching of facility characteristics to be extended.
• Develop the terms and conditions such as interest rates, payment period and payment options etc. according to customer’s needs and results of risk assessments

Customer Relationship Management:

• Understand the principles and steps in handling customers’ complaints in order to resolve the case independently.
• Understand the importance of complaints handling and the possible impacts on the bank.
• Obtain more information about the complaints and resolve customers’ grievances.
• Take customers’ complaints as opportunities to identify insufficient service areas and react positively to enhance service delivery.
• Identify the expectations of customers and demonstrate a customer-centric mindset.

Key Accounts Management:

• Exhibits strong interpersonal and communication skills to build and nurture relationships with key clients.
• Demonstrates an understanding of client needs and effectively aligns banking solutions to their business objectives.
• Builds trust, credibility, and rapport with clients through active engagement and attentive listening.
• Conducts regular client reviews and proactively addresses client concerns and challenges.

Banking Operations Policies & Procedures:

• Ensure that operations procedures of different retail banking transactions designed could be able to facilitate the daily operations running smoothly and all procedures are in compliance with regulatory requirements.
• Ensure that the models for evaluating the effectiveness of operational procedures are designed.
• Carry out review and evaluation of operational procedures and make necessary adjustments.

Branch Operations and Management:

• Exhibits a deep understanding of advanced branch operations functions and their interdependencies.
• Provides expert guidance on complex operational matters, such as cash management, vault operations, and security protocols.
• Implements process improvement initiatives to streamline branch operations and enhance customer experience.
• Implements initiatives to enhance the customer experience and drive customer engagement in the branch.
• Contributes to the development and implementation of branch management policies and procedures.

Digital Banking and Technology:

• Keep track of the digital banking development and financial technology utilization trend in financial service industries; review current practices of the bank and propose enhancement measures accordingly.
• Recommend general banking management solutions and digital channels or eCommerce products by utilizing updated development including forefront technology, products and services development trend, etc. in digital banking channel.
• Manage data mapping function and compile requirements definition for new initiatives.
• Liaise with relevant business and operation units to optimize digital banking channels.

Commercial Lending and Relationship Management:

• Understanding of commercial lending processes, policies, and regulations.
• Demonstrates knowledge of credit underwriting, financial analysis, and loan structuring.
• Conducts thorough analysis of financial statements and prepares credit proposals.
• Demonstrates knowledge of customer segmentation, needs assessment, and relationship building strategies.
• Collaborates with internal stakeholders to identify cross-selling opportunities and deliver comprehensive banking solutions.

Key Performance Indicators
Products Development:

• Number of new retail and commercial banking products successfully developed and launched within a financial year.
• The average time it takes to develop and launch new retail and commercial banking products.
• Percentage increase in revenue generated from retail and commercial banking products.
• Customer satisfaction levels are specifically related to newly launched retail and commercial banking products.
• The number or percentage of new customers acquired specifically through the bank's newly launched retail and commercial banking products.

Market Place Knowledge, Strategic and Conceptual Selling:

• The percentage of qualified leads that result in successful sales within the retail and commercial banking department.
• The average value of deals closed by the retail and commercial banking department.
• The success rate of utilizing conceptual selling techniques in sales engagements.
• The percentage of successful sales opportunities won against competitors within the retail and commercial banking department.
• The growth in sales revenue generated by the retail and commercial banking department over a specific period.

Credit Risk Management:

• The percentage of non-performing loans in the retail and commercial banking portfolio.
• The percentage of loans within the retail and commercial banking portfolio that have achieved the desired credit rating or risk classification.
• The level of credit exposure to specific sectors, industries, or individual borrowers within the retail and commercial banking portfolio.
• The average time taken to process and approve loan applications within the retail and commercial banking department.
• The level of adherence to internal credit policies and external regulatory requirements within the retail and commercial banking department
• The accuracy, timeliness, and comprehensiveness of credit risk reports generated by the retail and commercial banking department.

Customer Relationship:

• The level of customer satisfaction with the services and interactions provided by the retail and commercial banking department through surveys or feedback mechanisms.
• The average revenue generated from each retail and commercial banking customer.
• The average time taken to resolve customer complaints is within the retail and commercial banking departments.
• The percentage of new customers acquired through customer referrals within the retail and commercial banking department.

Key Accounts Management:

• The growth in revenue generated from key accounts within the retail and commercial banking department.
• The level of customer satisfaction is specifically related to key accounts within the retail and commercial banking department.
• The percentage of key accounts retained within the retail and commercial banking department.
• The profitability of individual key accounts within the retail and commercial banking department.
• The performance of relationship managers in managing and growing key account relationships within the retail and commercial banking department.
• The effectiveness of key account planning and the execution of strategic initiatives within the retail and commercial banking department.

Banking Operations Policies & Procedures:

• Level of adherence to regulatory guidelines and requirements within the retail and commercial banking department.
• The accuracy of transaction processing within the retail and commercial banking department.
• The department's compliance with SLAs established for various operational processes, such as account opening, loan processing, customer inquiries, and complaint resolution.
• The average time taken to complete key operational processes within the retail and commercial banking department.
• The efficiency of operational processes within the retail and commercial banking department in terms of cost per transaction or cost per unit of output.
• The quality of customer service provided by the retail and commercial banking department.
• The number and impact of continuous improvement initiatives implemented within the retail and commercial banking department.

Branch Operations and Management:

• Level of customer satisfaction with the services provided by the branch.
• The average time taken to complete customer transactions and service requests at the branch.
• The accuracy and security of cash handling processes at the branch.
• The level of adherence to operational policies, procedures, and guidelines at the branch.
• The productivity of branch staff in terms of transactions processed, customer interactions, and service requests handled per staff member.
• The efficiency of branch operations in terms of cost per transaction or cost per unit of output
• The branch's compliance with security protocols, including physical security, data security, and fraud prevention measures.

Digital Banking and Technology:

• The percentage of customers who actively use digital banking services and platforms provided by the bank.
• The number of transactions conducted through online and mobile banking platforms.
• The percentage of new customers onboarded digitally through online account opening processes.
• The percentage of customer inquiries and service requests handled through self-service channels, such as chatbots, interactive voice response (IVR) systems, or knowledge bases Percentage of strategic decisions successfully implemented within the agreed timeline, with a target implementation rate of 90%.
• he uptime and availability of digital banking systems and platforms. 

Commercial Lending and Relationship Management:

• The percentage increase in the bank's commercial loan portfolio over a specific period.
• The average time taken to approve commercial loan applications.
• The percentage of non-performing loans or loans with delinquencies within the commercial loan portfolio.
• The number of new client acquisitions, client retention rates, and revenue generated per relationship manager.
• The percentage of existing commercial clients who have availed additional banking products and services, such as treasury management, cash management, or trade finance.
• Measure the department's effectiveness in managing credit risk within the commercial lending portfolio.
• Measure the department's adherence to internal lending policies and external regulatory guidelines governing commercial lending activities.
• The level of portfolio concentration within the commercial loan portfolio

Requirements

• Bachelor's degree in Banking & Finance, Economics, Business Administration, or any related field.
• At least 0-8 years of cognate experience.
• Additional academic qualification is an added advantage.
• Relevant professional qualification e.g., CIBN, ICAN, ACA, ACCA etc. is an added advantage.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online