Relationship Manager, SME - Mombasa Branch

Job Purpose:

• To achieve business growth in the SME segment. The role holder will have a holistic view of all accounts within his/her portfolio, using lead generation and account prioritization to cross sell Bank products and extract value from said portfolio whilst maintaining/ building customer relationship and account information.
  

Key Responsibilities:

Acquisition: Business Development

• To ensure growth of Branch SME portfolio (NFI, deposits and assets) through the acquisition of new to Bank customers through the Business sales officers and lead generation
  
• Actively generates referrals to all business partners in the bank to help meet the comprehensive financial needs of entrepreneurs or borrowing entity.
  
• To ensure acquisition of customers to digital channels
  
• To effectively manage and expand the relationships with existing SME banking clients and bringing in new partnerships from existing portfolio so as to ensure business growth and continuity
  
• Portfolio profitability (Cross-sell & Retention)
  
• Grow SME customer portfolio size (Product per customer, Non-funded income, deposits and assets) by deepening existing customer relationships
  
• Ensure a clear retention plan for overall portfolio deposits and loans for the segment, to execute this plan in conjunction with the Branch Managers.
  
• Monitor account planning for all clients that will assist in advising on potential financial solutions based on identified needs
  
• Ensure customers are notified of maturing fixed deposits for appropriate action and encourage retention
  
• Assist in Resolving client queries in a timely and appropriate manner
  
• Assist in collaborating with product specialists, to deliver effective customer solutions.
  
• Ensure Fulfillment of minimum customer relationship touch points – e.g., 1 visit every quarter and 1 call and email a month depending on customer segment
  
• Assist in growth of given portfolio through the use of desired channels such as the SME Business Hubs/ digital platforms i.e. B2 B
  
• Prepares and submits all reports may prepare management reports summarizing individual and team loan activity
  
• Ensure all customers are on-boarded on a digital platform i.e. Gab Pesa, Internet banking
  
• Ensure Product Per Customer of 5 across the portfolio
  
• Understand nature of businesses, their life-cycles and the various product offerings that can be given to the customer.
  
• Evaluate credit proposals and ensure the credit applications process on a timely basis within the Bank’s set turnaround times.
  

Customer Service and customer information

• Obtaining account opening documentation from new customers
  
• Opening of accounts for customers in the system and ensuring minimum required information is captured and customer given a CIF number.
  
• Following up with customers in the portfolio for missing information
  
• Maintaining/ Updating customer data on parameters such as Business turnover/ directors details etc.
  
• Ensure all customer engagements are recorded accordingly
  

Compliance:

• Ensure compliance with both internal and external regulatory requirements (KYC, AML and other bank processes.
  
• Continuously follow business operational and credit policies ensuring their compliance.
  
• Ensure compliance with all applicable laws and regulations, as well as with the Bank’s internal policies and procedures while executing assigned duties and responsibilities.
  

Job Purpose:

• To achieve business growth in the SME segment. The role holder will have a holistic view of all accounts within his/her portfolio, using lead generation and account prioritization to cross sell Bank products and extract value from said portfolio whilst maintaining/ building customer relationship and account information.
  

Key Responsibilities:

Acquisition: Business Development

• To ensure growth of Branch SME portfolio (NFI, deposits and assets) through the acquisition of new to Bank customers through the Business sales officers and lead generation
  
• Actively generates referrals to all business partners in the bank to help meet the comprehensive financial needs of entrepreneurs or borrowing entity.
  
• To ensure acquisition of customers to digital channels
  
• To effectively manage and expand the relationships with existing SME banking clients and bringing in new partnerships from existing portfolio so as to ensure business growth and continuity
  
• Portfolio profitability (Cross-sell & Retention)
  
• Grow SME customer portfolio size (Product per customer, Non-funded income, deposits and assets) by deepening existing customer relationships
  
• Ensure a clear retention plan for overall portfolio deposits and loans for the segment, to execute this plan in conjunction with the Branch Managers.
  
• Monitor account planning for all clients that will assist in advising on potential financial solutions based on identified needs
  
• Ensure customers are notified of maturing fixed deposits for appropriate action and encourage retention
  
• Assist in Resolving client queries in a timely and appropriate manner
  
• Assist in collaborating with product specialists, to deliver effective customer solutions.
  
• Ensure Fulfillment of minimum customer relationship touch points – e.g., 1 visit every quarter and 1 call and email a month depending on customer segment
  
• Assist in growth of given portfolio through the use of desired channels such as the SME Business Hubs/ digital platforms i.e. B2 B
  
• Prepares and submits all reports may prepare management reports summarizing individual and team loan activity
  
• Ensure all customers are on-boarded on a digital platform i.e. Gab Pesa, Internet banking
  
• Ensure Product Per Customer of 5 across the portfolio
  
• Understand nature of businesses, their life-cycles and the various product offerings that can be given to the customer.
  
• Evaluate credit proposals and ensure the credit applications process on a timely basis within the Bank’s set turnaround times.
  

Customer Service and customer information

• Obtaining account opening documentation from new customers
  
• Opening of accounts for customers in the system and ensuring minimum required information is captured and customer given a CIF number.
  
• Following up with customers in the portfolio for missing information
  
• Maintaining/ Updating customer data on parameters such as Business turnover/ directors details etc.
  
• Ensure all customer engagements are recorded accordingly
  

Compliance:

• Ensure compliance with both internal and external regulatory requirements (KYC, AML and other bank processes.
  
• Continuously follow business operational and credit policies ensuring their compliance.
  
• Ensure compliance with all applicable laws and regulations, as well as with the Bank’s internal policies and procedures while executing assigned duties and responsibilities.