Summary of Responsibilities
\nThe Relationship Manager \u2013 SME is tasked with developing, expanding, and managing a portfolio of Small and Medium Enterprises (SME) clients to meet set budgets aligned with the bank\u2019s overall objectives. Key responsibilities include:<\/p>\n
Leveraging experience in SME Relationship Management to:<\/p>\n
Improve and update customer and prospect databases.
\nConduct needs analysis for new and existing customers to ensure product opportunities meet their needs and priorities.
\nExplore SMEs\u2019 short- and long-term financial goals and aspirations, staying updated on changes in their financial needs and positions.
\nProactively manage the portfolio to maximize revenue (fees, margins, and sales), minimize costs and risks, and strengthen customer relationships with the bank.
\nEnsure SME customers are well-informed about lending application processes, credit maintenance, and account conduct expectations.<\/p>\n
Collaborating with key bank stakeholders to fulfill all deliverables.
\nActively engaging Client Service Managers and support functions to achieve customer excellence.<\/p>\n
Key Accountabilities (Duties and Responsibilities)
\nFinancial (Weighting: [Not specified])
\nResponsible for achieving the portfolio\u2019s annual financial targets for Balance Sheet and Profitability, including:<\/p>\n
Balance Sheet Growth:<\/p>\n
Growth of deposits (CASA and Fixed Deposits).
\nGrowth of SME loans.
\nGrowth of funded New to Bank accounts.<\/p>\n
Profitability (PBT):<\/p>\n
Develop, maintain, and expand relationships with SME clients to build a quality asset book.
\nEnsure compliance with credit and regulatory guidelines.
\nKeep SME clients\u2019 Non-Performing Loans (NPL) below regulatory thresholds.
\nMaintain Portfolio at Risk (PAR) within the bank\u2019s set limit.
\nSell and cross-sell bank digital products, bancassurance, IPF, Forex, and Trade Finance products.<\/p>\n
Internal Business Processes (Weighting: [Not specified])
\nResponsible for adhering to approved policies and procedures and providing feedback to ensure competitiveness, including:<\/p>\n
Closing audit issues within the quarter of identification or agreed time frames, whichever is shorter.
\nAchieving nil repeat audit findings.
\nEnsuring 100% adherence to Service Level Agreements (SLAs).
\nMaintaining 100% adherence to agreed turnaround times.<\/p>\n
Customer (Weighting: [Not specified])
\nDriving customer satisfaction by:<\/p>\n
Developing and growing relationships with existing and potential customers.
\nIdentifying business development opportunities and guiding product development.
\nMaintaining accurate, real-time CRM data.
\nAchieving high customer satisfaction metrics:<\/p>\n
Net Promoter Score.
\nCustomer Satisfaction Index (CSI)\/Relationship Satisfaction Index (RSI).<\/p>\n
Learning and Growth (Weighting: [Not specified])
\nDelivering performance objectives and managing personal learning and development, including:<\/p>\n
Maintaining a personal development plan.
\nAchieving high competency scores.
\nParticipating in coaching and training opportunities.<\/p>\n
Job Dimensions
\nReporting Relationships:<\/p>\n
Direct Reports:\u00a0N\/A
\nIndirect Reports:\u00a0N\/A<\/p>\n
Stakeholder Management:
\nKey stakeholders include:<\/p>\n
Internal:\u00a0All bank departments.
\nExternal:\u00a0Retail and Corporate Banking customers, financial institutions, industry players, national and county governments, regulators, etc.<\/p>\n
Decision Making Authority\/Mandates\/Constraints:
\nThe position holder is empowered to make decisions related to:<\/p>\n
Pricing structures and negotiation parameters.
\nRecommending product offerings for the portfolio.
\nServing as an escalation point to sustain value-added customer relationships.<\/p>\n
Work Cycle and Impact:
\nThe jobholder operates on an annual cycle.
\nEmployment opportunities
\nIdeal Job Specifications
\nAcademic:<\/p>\n
Bachelor\u2019s degree from a recognized accredited university.<\/p>\n
Professional:<\/p>\n
Minimum of 5 years\u2019 experience in Retail and SME Banking, with Relationship Management experience in a banking or financial institution environment.<\/p>\n
Desired Work Experience:<\/p>\n
Proven track record of consistently achieving portfolio financial growth.
\nExperience in banking products, operations, and customer experience is highly desirable.
\nKnowledge of the local banking industry, products, services, and regulations.
\nStrong understanding of general Commercial Banking regulations and practices.<\/p>\n
Latest job postings
\nIdeal Job Competencies
\nTechnical Competencies:<\/p>\n
Banking:\u00a0Broad operational knowledge of banking (breadth and depth), with certifications in multiple banking areas. Serves as a reference and mentor for customers, colleagues, and partners.
\nLeadership:\u00a0Exercises 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.
\nCustomer Management:\u00a0Creates value-adding solutions from product offerings, socializes solutions with stakeholders, closes sales, and monitors value realization for clients and the bank.<\/p>\n
Employment opportunities
\nBehavioral Competencies:<\/p>\n
Emotional Intelligence:\u00a0Understands own strengths and limits, manages emotions effectively, and controls disruptive impulses.
\nSocial and Cross-Cultural Awareness:\u00a0Interacts respectfully in diverse social and cultural environments, aligning with organizational values.
\nAgile:\u00a0Adapts plans, methods, or goals based on new information and seizes opportunities.<\/p>\n
Sign-Off
\nThis job description is signed off with reference to the organization\u2019s core values and aligned competencies.
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