Summary of Responsibilities
The Relationship Manager – SME is responsible for developing, expanding, and managing a portfolio of Small and Medium Enterprises (SME) clients to achieve set budgets aligned with the bank’s objectives. Key responsibilities include:
- Applying expertise in SME Relationship Management to:
- Improve and update customer and prospect databases.
- Conduct needs analysis for new and existing customers to ensure product opportunities align with their needs and priorities.
- Explore SMEs’ short- and long-term financial goals and aspirations, staying updated on changes in their financial needs and positions.
- Proactively manage the portfolio to maximize revenue (fees, margins, and sales), minimize costs and risks, and strengthen customer relationships with the bank.
- Ensure SME customers are well-informed about lending application processes, credit maintenance, and account conduct expectations.
- Collaborating with key bank stakeholders to fulfill all deliverables.
- Actively engaging Client Service Managers and support functions to achieve customer excellence.
Key Accountabilities (Duties and Responsibilities)
Financial (Weighting: [Not specified])
Responsible for achieving the portfolio’s annual financial targets for Balance Sheet and Profitability, including:
- Balance Sheet Growth:
- Growth of deposits (CASA and Fixed Deposits).
- Growth of SME loans.
- Growth of funded New to Bank accounts.
- Profitability (PBT):
- Develop, maintain, and expand relationships with SME clients to build a quality asset book.
- Ensure compliance with credit and regulatory guidelines.
- Maintain SME clients’ Non-Performing Loans (NPL) below regulatory thresholds.
- Contain Portfolio at Risk (PAR) within the bank’s set limit.
- Sell and cross-sell bank digital products, bancassurance, IPF, Forex, and Trade Finance products.
Internal Business Processes (Weighting: [Not specified])
Responsible for adhering to approved policies and procedures and providing feedback to ensure competitiveness, including:
- Closing audit issues within the quarter of identification or agreed time frames, whichever is shorter.
- Achieving nil repeat audit findings.
- Ensuring 100% adherence to Service Level Agreements (SLAs).
- Maintaining 100% adherence to agreed turnaround times.
Customer (Weighting: [Not specified])
Driving customer satisfaction by:
- Developing and growing relationships with existing and potential customers.
- Identifying business development opportunities and guiding product development.
- Maintaining accurate, real-time CRM data.
- Achieving high customer satisfaction metrics:
- Net Promoter Score.
- Customer Satisfaction Index (CSI)/Relationship Satisfaction Index (RSI).
Learning and Growth (Weighting: [Not specified])
Delivering performance objectives and managing personal learning and development, including:
- Maintaining a personal development plan.
- Achieving high competency scores.
- Participating in coaching and training opportunities.
Job Dimensions
Reporting Relationships:
- Direct Reports: N/A
- Indirect Reports: N/A
Stakeholder Management:
Key stakeholders include:
- Internal: All bank departments.
- External: Retail and Corporate Banking customers, financial institutions, industry players, national and county governments, regulators, etc.
Decision Making Authority/Mandates/Constraints:
The position holder is empowered to make decisions related to:
- Pricing structures and negotiation parameters.
- Recommending product offerings for the portfolio.
- Serving as an escalation point to sustain value-added customer relationships.
Work Cycle and Impact:
The jobholder operates on an annual cycle.
Ideal Job Specifications
Academic:
- Bachelor’s degree from a recognized accredited university.
Professional:
- Minimum of 5 years’ experience in Retail and SME Banking, with Relationship Management experience in a banking or financial institution environment.
Desired Work Experience:
- Proven track record of consistently achieving portfolio financial growth.
- Experience in banking products, operations, and customer experience is highly desirable.
- Knowledge of the local banking industry, products, services, and regulations.
- Strong understanding of general Commercial Banking regulations and practices.
Ideal Job Competencies
Technical Competencies:
- Banking: Broad operational knowledge of banking (breadth and depth), with certifications in multiple banking areas. Serves as a reference and mentor for customers, colleagues, and partners.
- Leadership: Exercises self-leadership, delivering work to professional standards within time frames. Reliable, collaborative, and able to synthesize information to present compelling positions. Adheres to company values and objectives with high moral intelligence.
- Customer Management: Creates value-adding solutions from product offerings, socializes solutions with stakeholders, closes sales, and monitors value realization for clients and the bank.
Behavioral Competencies:
- Emotional Intelligence: Understands own strengths and limits, manages emotions effectively, and controls disruptive impulses.
- Social and Cross-Cultural Awareness: Interacts respectfully in diverse social and cultural environments, aligning with organizational values.
- Agile: Adapts plans, methods, or goals based on new information and seizes opportunities.
Sign-Off
This job description is signed off with reference to the organization’s core values and aligned competencies.
How to Apply:
Job type Full-time Job, To submit your application, please follow the link provided below.
