Senior Relationship Officer-HNI

Sidian Bank Limited is a Kenyan financial institution founded in 1984, headquartered in Nairobi. It specializes in providing banking and financial services to its clients.

The Senior Relationship Officer is responsible for cultivating and maintaining strong relationships with High Net Worth Individuals to meet sales objectives and expand the bank's share of their financial portfolio. This position requires a proactive approach to selling and upselling the bank's diverse range of products and services, ensuring excellent customer service delivery. The ultimate goal is to foster long-term, profitable customer relationships and contribute to the sustained growth and profitability of the assigned customer segment.

1. Contribute to the branch's operational plan by developing and executing an individual business plan aligned with growth objectives.
2. Formulate and implement personal initiatives to expand the business portfolio and increase wallet share from existing and new clients.
3. Prepare a personal action plan that supports the overall branch budget.
4. Take full responsibility for all product lines and sales development for High Net Worth Individuals.
5. Achieve business growth targets for both assets and liabilities, ensuring income, quality, and portfolio growth.
6. Drive client acquisition, 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 and responsive to customer needs.
8. Expand the customer base by exploring new markets and cross-selling bank products.
9. Implement a focused relationship management system to enhance business flow and generate deposits, lending, and revenue from new and existing customers.
10. Establish appropriate controls and monitoring mechanisms to ensure high-quality lending practices.
11. Ensure strict compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines, and relevant provisions of the Banking Act concerning lending.
12. Enhance relationship marketing by establishing, maintaining, and improving customer and partner relationships profitably, ensuring mutual objectives are met.
13. Ensure compliance with the Environmental Social Management (ESM) policy and procedures in daily branch operations.
14. Leverage the role as a trusted advisor to proactively manage accounts in arrears (PAR).
15. Utilize the bank's MIS system for continuous performance tracking, customer satisfaction monitoring, and generating management/statutory reports.
16. Enhance brand creation by developing, communicating, and delivering valuable solutions to customers, shareholders, and partners.
17. Build the Sidian Bank brand to ensure it is a top-of-mind enterprise bank.
18. Understand market analysis of local consumer trends and competitor offerings to provide clear direction to the branch.
19. Establish relationships with key clients and business influencers in the local area, including client entertainment within budget.
20. Support product specialists and the sales team in marketing initiatives and products to local businesses.
21. Drive customer satisfaction and build a base of promoters by enhancing positive customer experience and advocacy.
22. Achieve set customer satisfaction (CSAT), Customer Effort Score (CES), Customer Engagement Score, and Net Promoter Score (NPS) targets.
23. Coordinate branch initiatives to gather customer feedback on service standards and advise the Branch Manager on improvements.
24. Engage with customers and support them during personal needs to foster strong bonds and loyalty.
25. Minimize customer attrition by providing necessary solutions and proactively responding to queries and complaints.
26. Achieve the required minimum number of client visits and customer engagement forums annually.
27. Identify financial and non-financial requirements of HNI clients through financial needs analysis.
28. Support branch operations as assigned by the Branch Manager during leave or emergency situations.
29. Assist the Branch Manager as a Branch custodian, adhering to branch opening, cash, and other relevant policies and procedures.
30. Set performance objectives and success measures in collaboration with the Branch Manager and provide regular feedback through staff appraisal processes.
31. Identify personal career path opportunities within the bank.
32. Stay informed through staff communications, attending morning huddles and weekly progress 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, following grievance and disciplinary procedures for a conducive work environment.
35. Ensure timely closure of identified audit deficiencies and prevent repeat findings.
36. Achieve the set number of 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 5 years of experience in retail and/or commercial banking, with a minimum of 3 years in a sales role.
3. Demonstrate sound knowledge of Retail Banking/SME products, services, and processes, along with exposure to retail banking branch operations or customer service delivery.
4. Have a profound understanding of the retail market, key competitors, their offerings, and competitive advantages for customer acquisition.
5. Exhibit a thorough understanding of the Central Bank of Kenya (CBK) regulatory framework and pertinent regulations affecting corporate customers.
6. Possess strong leadership, marketing, sales, and management skills.
7. Be a highly effective communicator with excellent interpersonal and motivational skills.
8. Have solid performance management and motivational capabilities.
9. Demonstrate excellent relationship building and stakeholder management skills.
10. Possess strong managerial, planning, analytical, decision-making, lateral thinking, and project management skills.
11. A Diploma in Banking (AKIB) is considered an added advantage.