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 within the overall bank objectives. Key responsibilities include:
- Applying experience in SME Relationship Management to:
- Improve and update customer and prospect databases.
- Conduct needs analysis with new and existing customers to ensure product opportunities align with their needs and priorities.
- Comprehensively explore SMEs’ short- and long-term financial goals/aspirations and stay updated with changes in their financial needs and positions.
- Proactively manage the portfolio to maximize revenue for the Bank (focusing on fees, margins, and sales), minimize costs and risks, while maintaining and entrenching customer relationships.
- Ensure SMEs customers are well-informed about lending application processes, credit maintenance processes, and account conduct expectations.
- Collaborating with all key stakeholders within the bank to ensure fulfillment of all deliverables.
- Actively engaging Client Service Managers and other support functions to achieve customer excellence.
Key Accountabilities (Duties and Responsibilities)
Financial (Weighting: [Not specified])
This position is responsible for achieving the portfolio’s annual financial targets for both Balance Sheet and Profitability, including:
- Balance Sheet Growth:
- Growth of deposits (both 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 attain a quality asset book.
- Ensure compliance with credit and regulatory guidelines.
- Maintain SME clients’ Non-Performing Loans (NPL) below regulatory percentage.
- Contain Portfolio at Risk (PAR) within the bank’s set limit.
- Sell and cross-sell bank digital products, bancassurance, IPF, Forex, and all Trade Finance products.
Internal Business Processes (Weighting: [Not specified])
Responsible for adhering to approved policies and procedures and providing feedback to keep them competitive, including:
- Closing audit issues within the quarter of identification or within agreed time frames, whichever is shorter.
- Achieving nil repeat findings.
- Ensuring 100% Service Level Agreement (SLA) adherence.
- 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 opportunities for business development 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 to build capacity, including:
- Maintaining own development plan.
- Achieving high competency scores.
- Availing oneself for coaching and training opportunities.
Job Dimensions
Reporting Relationships:
- Direct Reports: N/A
- Indirect Reports: N/A
Stakeholder Management:
Key stakeholders the position holder will liaise with 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.
- Acting as an escalation point to sustain value-added customer relationships.
Work Cycle and Impact:
The jobholder works on an annual cycle.
Ideal Job Specifications
Academic:
- Bachelor’s degree from a recognized accredited university.
Professional:
- At least 5 years’ experience in Retail and SME Banking and Relationship Management in a Banking or Financial institution environment.
Desired Work Experience:
- Proven track record of consistently achieving a portfolio’s financial growth.
- Experience in products, bank operations, and customer experience is highly desirable.
- Knowledge of the local banking industry, banking products, services, and regulations.
- Sound working knowledge and understanding of general Commercial Banking regulations and practices.
Ideal Job Competencies
Technical Competencies:
- Banking: Broad-based working/operational knowledge of banking (breadth and depth). Certification in multiple areas of banking and/or banking support services. Acts as a reference point and mentor for customers, colleagues, and partners in areas of expertise.
- Leadership: Exercises self-leadership, delivering assigned work in line with professional and technical standards within given time frames. Reliable and collaborative, with cognitive intelligence to synthesize information and present compelling positions. Adheres to company values and policies, delivering set objectives with high moral intelligence.
- Customer Management: Creates value-adding solutions from different product offerings to address client needs. Socializes and sells solutions to stakeholders, closes sales, and monitors value realization for both the client and the bank.
Behavioral Competencies:
- Emotional Intelligence: Knows own strengths and limits, is aware of own emotions and their effect on others, and has self-control to manage disruptive emotions and impulses.
- Social and Cross-Cultural Awareness: Interacts respectfully and ethically with people in diverse social and cultural environments, aligning with organizational values.
- Agile: Able to adapt plans, methods, opinions, or goals in light of new information, with readiness to act on 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.
