Relationship Manager – Nairobi Region

Role Overview

This position exists to build and sustain profitable customer relationships within a defined business segment, with a direct mandate to grow the bank’s share of wallet and drive revenue through proactive selling and cross-selling. On a day-to-day basis, the role combines client visits and portfolio management with branch-level collaboration to ensure credit quality, compliance, and a consistently strong customer experience. The work matters because it directly influences the branch’s ability to meet its budget, attract new business, and retain existing clients by offering tailored banking solutions.

Key Responsibilities

• Develop a personal business plan and action steps that support the branch’s operational and budget targets, focusing on new client acquisition and deeper penetration of existing accounts.
• Take full ownership of an assigned portfolio covering both assets and liabilities, ensuring income, growth, and asset quality targets are met.
• Proactively identify and pursue new business opportunities through market research, networking within the local area, and cross-selling a broad range of banking products.
• Maintain a structured relationship management routine, including client calls, visits, and engagement forums, while securing customer feedback to improve service delivery and reduce attrition.
• Monitor credit performance on the portfolio, proactively managing accounts at risk, and ensure all lending activity is fully compliant with internal credit policy, Central Bank regulations, and applicable banking law.
• Use the bank’s management information systems to track your own sales results, customer satisfaction levels, and portfolio health, then adjust tactics based on those insights.
• Support branch operations when needed, including stepping in as branch custodian, following cash and opening procedures, and covering for colleagues during leave or emergencies.
• Contribute to a productive branch culture through participation in team meetings, completion of personal development plans, training hours, and timely resolution of audit findings.

Requirements & Qualifications

• University degree in business administration, finance, or a related business discipline.
• At least 7 years of experience in retail or commercial banking, including a minimum of 4 years in a direct sales or business development capacity.
• Solid working knowledge of retail and SME banking products, processes, and branch operations, with the ability to explain and tailor solutions to customer needs.
• Understanding of the local market, key competitors, and the regulatory environment, including CBK guidelines and the Banking Act, as they apply to corporate and SME customers.
• Strong interpersonal, negotiation, and communication skills, with a track record of building trust and influencing stakeholders at all levels.
• Demonstrated ability to plan, analyse, and make sound decisions under pressure, managing multiple priorities while staying focused on portfolio profitability.
• Professional certification such as a Diploma in Banking (AKIB) is an added advantage.