Relationship Manager, SME Commercial Banking

Job Title: Relationship Manager, SME Commercial Banking

Reports to Head, SME Banking

Location: Nairobi 

Direct Reports N/A

JOB PURPOSE

Manage client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.

JOB CONTEXT

This position is responsible for strategic business development, revenue generation, efficiency improvement, profitability, and overall business process management and leadership.

KEY RESPONSIBILITIES

SALES AND MARKETING MANAGEMENT

• Put in place annually, an approved target market document with complete information on customer segmentation, target names, products, services, revenues and profitability.
• Deliver set targets for deposits, risk assets, transactions and revenue and the effective management of clients.
• Target assigned customer segments within allocated time and call frequency to generate profitable sales.
• Ensure proper booking of all transactions of customers including deposits, loans, revenues and costs.
• Continually seek new opportunities to market services and bring in new customers by thoroughly understanding the marketing and economic environment.
• Maximum NPL of 3% of portfolio.
• Track and maintain allocated performance records including sales tracker, deposits, risk assets, provisions, incomes, costs and all relevant performance indicators on a daily, weekly, monthly, quarterly and annual basis.

RELATIONSHIP MANAGEMENT & CUSTOMER SERVICE

• Deliver agreed customer and product sales, wallet share and profitability targets.
• Create and monitor customer sales program.
• Achieve minimum of 5 products per customer.
• Responsible for keeping self and supervisors up to date on competitor data and feedback provided for product and service changes or development.
• Achieve minimum customer satisfaction rating of ‘very satisfied’.
• Deliver appropriate product solutions and services to customers in order to deliver at least 75% of customer’s wallet.
• Develop strong internal relationships to support the successful servicing of customers and the delivery of sales targets
• Build a strong local profile for self and bank through positive involvement in community activities.
• Own customer complaints and resolution process in portfolio and collect all past due obligations.
• Advice/update customers on all tariffs, policies, procedures and any other changes to products or accounts.
• Ensure proper authorization and contact customers with regard to confirmation limits and any other account management issues.

RISK & COMPLIANCE

• Ensure all credit transactions and credit files in portfolio comply with the spirit and the letter of all applicable laws, regulations and institutional policies.
• Ensure compliance with operations risk e.g. KYC and anti-money laundering measures plus any other Group controls.
• Ensure all credit lines are current and all credit transactions are duly approved per policy within acceptable TAT.
• Constantly monitor credit portfolio to ensure maximum of 3% NPL.
• All files with PDO/Arrears position of over 30 days will be submitted to Remedial Unit with
• forwarding memo and copy signed by Remedial and kept in the branch
• Operate within the set expense budget on a customer by customer basis.

ADMINISTRATION & TEAMWORK

• Follow up on all pending transactions and ensure completion.
• Maintain customer profiles and files
• Submit the following in a timely manner; daily planner, call memos, sales plans, forecasts, expense refunds etc.
• Provide feedback on performance of service providers.
• Provide feedback to various sectors on the performance of staff e.g. IT, Operations etc.
• Provide cover for other account managers or sales Managers when necessary
• Provide honest feedback on performance of colleagues
• Share knowledge and best practice with team members

JOB SKILLS & EXPERIENCE REQUIRED

• Education Bachelor’s Degree in Sales and Marketing or Commerce
• Minimum 2 Years of Experience at the Account Relationship Officer level
• Sales Experience in the Financial Environment
• Credit Appraisal Skills
• Account Management Skills

COMPETENCIES REQUIRED

• Customer Service 
• Interpersonal Skills 
• Analytical and attentive to details
• Communication 
• Relating & Networking 
• Dynamic and Self Driven
• Planning & Organizing 
• Problem Solving Skills 
• Business Acumen