Relationship Manager, SME

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 the portfolio whilst maintaining/building customer relationships and account information.

1. Acquisition: Business Development
2. 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
3. Actively generates referrals to all business partners in the bank to help meet the comprehensive financial needs of entrepreneurs or borrowing entity.
4. To ensure acquisition of customers to digital channels
5. 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
6. Portfolio Profitability (Cross-Sell & Retention)
7. Grow SME customer portfolio size (Product per customer, Non-funded income, deposits and assets) by deepening existing customer relationships
8. Ensure a clear retention plan for overall portfolio deposits and loans for the segment, to execute this plan in conjunction with the Branch Managers.
9. Monitor account planning for all clients that will assist in advising on potential financial solutions based on identified needs
10. Ensure customers are notified of maturing fixed deposits for appropriate action and encourage retention
11. Assist in Resolving client queries in a timely and appropriate manner
12. Assist in collaborating with product specialists, to deliver effective customer solutions.
13. 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
14. Assist in growth of given portfolio through the use of desired channels such as the SME Business Hubs/ digital platforms i.e. B2 B
15. Prepares and submits all reports may prepare management reports summarizing individual and team loan activity
16. Ensure all customers are on-boarded on a digital platform i.e. Gab Pesa, Internet banking
17. Ensure Product Per Customer of 5 across the portfolio
18. Understand nature of businesses, their life-cycles and the various product offerings that can be given to the customer.
19. Evaluate credit proposals and ensure the credit applications process on a timely basis within the Bank’s set turnaround times.
20. Customer Service and customer information
21. Obtaining account opening documentation from new customers
22. Opening of accounts for customers in the system and ensuring minimum required information is captured and customer given a CIF number.
23. Following up with customers in the portfolio for missing information
24. Maintaining/ Updating customer data on parameters such as Business turnover/ directors details etc.
25. Ensure all customer engagements are recorded accordingly
26. Compliance
27. Ensure compliance with both internal and external regulatory requirements (KYC, AML and other bank processes.
28. Continuously follow business operational and credit policies ensuring their compliance.

1. Bachelor’s degree in any field
2. At least 2-3 years experience in managing clients
3. Excellent interpersonal skill
4. Excellent communication and presentation skills