Relationship Manager – Nairobi Region

Role Overview

Day to day, this role centres on managing a portfolio of retail and SME banking clients to grow revenue, deepen relationships, and meet ambitious sales targets. You will act as the primary point of contact for customers, proactively identifying their financial needs and delivering tailored banking solutions while ensuring credit quality and regulatory compliance. The position is critical to the branch's overall performance, as it directly drives customer acquisition, retention, and the bank's competitive standing in the local market.

Key Responsibilities

• Formulate and execute a personal business plan that aligns with the branch's growth objectives, including strategies for increasing new business and share of wallet from existing clients.
• Take full ownership of sales and business development for an assigned portfolio across all product lines, ensuring targets for income, portfolio quality, and growth are met.
• Expand the customer base by identifying new markets, cross-selling banking products, and monitoring competitive activity to keep offerings relevant.
• Build and sustain long-term customer relationships through regular visits, financial needs analyses, and engagement forums that foster loyalty and reduce attrition.
• Drive customer experience metrics such as satisfaction, effort, engagement, and net promoter scores by collecting feedback and resolving issues promptly.
• Ensure lending decisions and portfolio management comply with the bank's credit policy, Central Bank of Kenya guidelines, the Banking Act, and environmental and social management procedures; actively manage portfolio at risk.
• Use management information systems to track personal performance, monitor customer satisfaction, and generate management and statutory reports.
• Support branch operations when required, including opening and cash procedures, and act as custodian if called upon; commit to continuous personal development and adherence to all bank policies.

Requirements & Qualifications

• A university degree in business administration, finance, or another relevant business discipline.
• At least 7 years of experience in retail and/or commercial banking, including a minimum of 4 years in a sales-focused role.
• Solid knowledge of retail and SME banking products, services, and processes, with exposure to branch operations or customer service delivery.
• Thorough understanding of the Central Bank of Kenya regulatory framework and banking regulations affecting corporate customers.
• Demonstrated leadership, marketing, sales, and management capabilities.
• Excellent communication, interpersonal, and motivational skills.
• Strong performance management and stakeholder relationship building abilities.
• Proficient in planning, analysis, decision-making, lateral thinking, and project management.
• A Diploma in Banking (AKIB) is advantageous.

What We Offer / Why Join

• A structured environment for professional growth, including an annual Personal Development Plan and support to achieve your career aspirations.
• Continuous learning opportunities through e-learning and internal training, with a set number of training hours to complete each year.
• Regular performance feedback and involvement in staff meetings, morning huddles, and weekly progress sessions.
• The chance to build a rewarding long-term career in retail and commercial banking while directly contributing to branch success and customer satisfaction.