Relationship Officer

Sidian Bank Limited is a Kenyan financial institution founded in 1984, specializing in banking and financial services. Headquartered in Nairobi, the bank focuses on providing solutions to customers, shareholders, and partners.

This role involves managing client relationships to achieve sales targets, increase wallet share, and ensure sustained business growth and profitability within an assigned customer segment. The Relationship Officer will be responsible for selling, cross-selling, and upselling the bank's products and services, delivering excellent customer service, and building long-term profitable customer relationships. Key aspects include contributing to branch operational plans, driving business development for both new and existing portfolios, enhancing the bank's brand, ensuring exceptional customer experience, supporting branch operations, and fostering personal leadership and development. The role also requires adherence to risk and compliance standards, including the bank's credit policy and Central Bank of Kenya guidelines.

1. Contribute to the branch operational plan by developing and executing an individual business plan focused on growth objectives.
2. Formulate and implement personal initiatives to expand new business and increase the share of wallet from existing clients.
3. Prepare a personal action plan that supports the overall branch budget.
4. Take full responsibility for all product lines, sales, and business development within the assigned portfolio.
5. Achieve business growth targets for both assets and liabilities, ensuring income, quality, and portfolio expansion.
6. Drive client recruitment, increase transactional income, and cross-sell products to meet bank targets.
7. Identify and develop new business opportunities, monitoring market activities to ensure the bank remains competitive.
8. Expand the customer base by exploring new markets and cross-selling bank products.
9. Implement a focused relationship management system to boost business flow, deposits, lending, and revenues.
10. Establish and maintain appropriate controls and monitoring mechanisms for high-quality lending.
11. Ensure strict compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines, and relevant Banking Act provisions.
12. Enhance relationship marketing by building and nurturing profitable relationships with customers and partners.
13. Ensure compliance with the Environmental Social Management (ESM) policy and procedures in daily branch operations.
14. Act as a trusted advisor to customers, proactively managing non-performing assets (PAR).
15. Utilize the bank's MIS system for performance tracking, customer satisfaction monitoring, and report generation.
16. Create, communicate, and deliver valuable solutions for customers, shareholders, and partners.
17. Strengthen the Sidian Bank brand to ensure top-of-mind awareness as an enterprise bank.
18. Analyze local market trends and competitor offerings to provide strategic direction to the branch.
19. Build relationships with key clients and business influencers in the local area.
20. Support product specialists and the sales team in marketing initiatives to local businesses.
21. Drive customer satisfaction and advocacy to enhance positive customer experience and competitive advantage.
22. Achieve set customer satisfaction scores (CSAT, CES, NPS) and customer engagement scores.
23. Coordinate branch initiatives to gather customer feedback on service standards and recommend improvements.
24. Engage with customers and provide support during personal needs to foster strong loyalty.
25. Minimize customer attrition by offering solutions and proactively addressing queries and complaints.
26. Conduct required minimum client visits and customer engagement forums annually.
27. Identify financial and non-financial needs of High Net Worth (HNW) clients through analysis.
28. Support branch operations as assigned by the Branch Manager during leave or emergencies.
29. Assist the Branch Manager as a Branch custodian, adhering to opening, cash, and other branch procedures.
30. Set personal performance objectives and measures of success in collaboration with the Branch Manager.
31. Identify and pursue personal career development paths within the bank.
32. Stay informed through staff communications and attend all staff meetings.
33. Prepare and actualize an annual Personal Development Plan (PDP).
34. Adhere to bank policies, procedures, dress code, code of conduct, and HR policies.
35. Ensure timely closure of audit deficiencies and prevent repeat findings.
36. Achieve the required learning/training hours through e-learning and internal training activities.

1. Hold a university degree or higher in a relevant business discipline such as business administration or finance.
2. Possess at least 4 years of experience in retail and/or commercial banking, with a minimum of 2 years in a sales role.
3. Demonstrate sound knowledge of Retail Banking/SME products, services, and processes, including exposure to branch operations or customer service delivery.
4. Exhibit a profound understanding of the retail market, key competitors, and competitive advantages.
5. Have a thorough understanding of the CBK regulatory framework and regulations impacting corporate customers.
6. Possess strong leadership, marketing, sales, and management skills.
7. Be a highly effective communicator with excellent interpersonal and motivational abilities.
8. Show solid performance management and motivational skills.
9. Have excellent relationship building and stakeholder management skills.
10. Demonstrate strong managerial, planning, analytical, decision-making, lateral thinking, and project management skills.
11. A Diploma in Banking – AKIB is considered an added advantage.