Relationship Manager Retail - Coast and Nairobi Branches

Role Overview

This position focuses on driving profitable growth in the retail banking segment by taking ownership of a defined portfolio of customer accounts. Day to day, you will evaluate every account for untapped opportunities, prioritise high-potential relationships, and proactively offer tailored bank products that deepen each customer’s engagement with the institution. Your efforts directly support the bank’s revenue targets by converting existing relationships into expanded business while safeguarding long-term client loyalty.

Key Responsibilities

• Build and maintain a complete, current view of each account in your portfolio, including transaction history, product usage, and overall relationship value.
• Identify and qualify new leads both from internal referrals and direct outreach to retail clients, then prioritise them according to revenue potential and strategic fit.
• Execute cross-selling initiatives across the bank’s product range, matching personal loans, credit cards, deposits, insurance, and other offerings to each customer’s demonstrated needs.
• Regularly review portfolio performance to uncover underutilised relationships and determine which accounts warrant immediate focus versus longer-term cultivation.
• Cultivate strong customer relationships through proactive check-ins, problem resolution, and consistent follow-up, ensuring every client feels supported and valued.
• Keep customer records and contact information accurate and up to date in the bank’s CRM, documenting interactions and preferences to support future engagement.
• Negotiate product terms and conditions within approved guidelines, balancing customer satisfaction with the institution’s margins and risk parameters.
• Meet individual sales and portfolio growth targets while adhering to the bank’s service standards and regulatory obligations.

Requirements & Qualifications

• A university degree in a business-related discipline such as commerce, finance, economics, or management.
• At least two years of hands-on relationship management experience within a banking environment, ideally covering retail clients.
• Demonstrated experience managing a portfolio of accounts in a financial institution, including monitoring performance and spotting growth opportunities.
• Strong commercial acumen and an ability to analyse financial data, customer behaviours, and product suitability.
• Excellent communication and interpersonal skills, with a track record of building trust and rapport across varied customer profiles.
• Results orientation, with proven ability to prioritise competing demands and consistently meet sales objectives.