Job Purpose Statement
The Senior Relationship Manager is responsible for managing a portfolio of corporate customers, serving as their primary point of contact and financial advisor, while also prospecting and acquiring new corporate customers to grow the Bank’s revenue and share of wallet in line with the Bank’s strategy.
Summary of Responsibilities
The role involves applying expertise in Corporate Relationship Management to:
- Develop and implement account plans for the assigned portfolio target market.
- Structure and sell solutions that address customers’ needs.
- Focus on customer acquisition, satisfaction, growth, and retention.
- Manage staff assigned for guidance and daily supervision.
- Assist the Head of Corporate Banking with assigned tasks and responsibilities as needed.
- Collaborate with key bank stakeholders to ensure fulfillment of all deliverables.
- Actively engage Client Service Managers and other support functions to achieve customer excellence.
Key Accountabilities (Duties and Responsibilities)
Departmental Objectives (Financials) (Weighting: [Not specified])
Responsible for achieving the portfolio’s annual financial targets for both Profit & Loss (P&L) and Balance Sheet, including:
- Balance Sheet Growth and Profitability (PBT):
- Develop a clear and effective portfolio growth strategy translated into performance scorecards that deliver revenue, profitability, and market share objectives.
- Contain Portfolio at Risk (PAR) within set limits.
- Maintain Non-Performing Loans (NPL) below 5%.
- Aggressively manage PAR within the first 30 days to minimize conversion to NPL status.
Risk & Controls (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 Experience (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).
People & Culture (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: Relationship Managers or Account Relationship Officers may be assigned for supervision from time to time.
Stakeholder Management:
Key stakeholders include:
- Internal: All bank departments.
- External: 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 Corporate Banking and Relationship Management 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. Supervises assigned team members appropriately.
- 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.
