SUMMARY OF ROLE:
The Head of SME Center is responsible for driving strategic growth and operational excellence within the SME banking division. This role focuses on expanding the SME customer base through data-driven strategies, enhancing customer engagement, delivering tailored banking and beyond banking solutions, and ensuring the smooth financial and operational performance of the SME center. The role demands strong leadership, customer-centric mindset, and deep knowledge of SME banking needs.
KEY RESPONSIBILITIES:
Strategic Planning & Execution
• Develop and drive the strategic plan for SME banking within the center, ensuring alignment with overall bank objectives.
• Analyze market trends, competitor activities, and customer insights to identify new growth areas.
• Develop annual business plans, forecasts, and targets in coordination with senior management.
Customer Relationship Management
• Build and manage strong, trust-based relationships with SME clients across various industries.
• Understand client needs and challenges in depth to provide customized, proactive financial solutions.
• Act as the main point of escalation for complex client issues and ensure swift resolution.
• Monitor customer satisfaction and loyalty metrics, taking action to continuously improve.
Business Development & Growth
• Identify and pursue opportunities to acquire new SME clients and deepen existing relationships.
• Partner with internal teams to cross-sell a full suite of products (loans, trade, cash management, insurance, etc.).
• Actively build referral networks with accountants, business consultants, and other partners.
• Represent the bank at external events, forums, and SME development initiatives to enhance brand visibility.
Operational Excellence
• Oversee all daily center operations to ensure compliance, service quality, and efficiency.
• Streamline workflows and improve turnaround times for loan processing, account opening, and servicing.
• Monitor adherence to internal policies, regulatory requirements, and risk controls.
• Drive automation and digitization of routine processes to enhance productivity.
Financial Management
• Manage the center’s P&L, monitoring performance against budgets, targets, and KPIs.
• Analyze financial and operational reports to identify areas of underperformance.
• Implement cost optimization measures without compromising service quality or staff performance.
Performance Management & Reporting
• Set clear performance objectives for the team aligned with business goals.
• Conduct regular performance reviews, coaching sessions, and career development planning.
• Prepare and present performance reports to senior management, highlighting achievements, gaps, and risks.
Risk & Credit Management
• Ensure that all SME lending activities follow sound credit principles and risk policies.
• Collaborate with the Risk Management Group to assess creditworthiness and manage the loan portfolio's quality.
• Proactively manage delinquent accounts and support recovery efforts when required.
Community & Ecosystem Engagement
• Strengthen the bank’s presence in the SME ecosystem through partnerships and outreach.
• Support initiatives that promote entrepreneurship and SME development in the local economy.
• Serve as a local ambassador for the bank’s SME proposition, promoting a customer-first reputation.
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