Relationship Manager, SME Commercial Banking - Nakuru

ECO Bank

Management & Business Development

3 weeks ago

Job Summary

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

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

Job Title: Relationship Manager, SME Commercial Banking

Reports to Head, SME Banking

Location: Nakuru

Direct Reports: N/A


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.


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



  • 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.


  • 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.


  • 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.


  • 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


  • 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


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

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