Relationship Manager – Rift Valley Region

Role Overview

This position owns a portfolio of retail and commercial banking relationships, with responsibility for growing deposits, lending balances, fee income, and overall wallet share within an assigned customer segment. Day to day, the role blends proactive business development, needs-based client conversations, credit monitoring, and service recovery to keep customers engaged and the branch on track against its growth plan. Its value to the bank lies in building durable, profitable relationships that expand revenue, reduce attrition, and keep lending and account activity within policy and regulatory expectations.

Key Responsibilities

• Translate branch growth targets into a personal business plan, then manage pipeline, call schedules, customer onboarding, and portfolio actions to hit income, asset, liability, and recruitment goals.
• Grow an assigned book and develop new business by prospecting, expanding existing relationships, and cross-selling or upselling the bank’s retail and SME products.
• Act as a trusted point of contact for customers, conducting financial needs analysis, documenting call reports, and coordinating solutions that address both immediate and longer-term financial requirements.
• Monitor credit quality across the portfolio, proactively manage past-due or impaired accounts, and apply the bank’s credit policy, KYC requirements, Central Bank of Kenya and Banking Act rules, and environmental and social management standards.
• Improve customer experience and loyalty by resolving complaints quickly, gathering feedback on service standards, and helping the branch lift satisfaction, effort, engagement, and promoter scores.
• Represent the bank in the local market by building relationships with key clients and influencers, tracking competitor activity, and supporting marketing or product campaigns.
• Support branch operations when required, including opening and cash procedures, custodian duties, and coverage during leave or emergencies.
• Complete mandatory training, follow HR and conduct policies, maintain audit readiness, and close any findings within agreed deadlines.

Requirements & Qualifications

• Bachelor’s degree or higher in a business-related field such as business administration, finance, or a related discipline.
• At least seven years of experience in retail and/or commercial banking, including a minimum of four years in a sales-focused role.
• Practical knowledge of retail and SME banking products, services, processes, and branch operations or customer service delivery.
• Strong understanding of the retail market, competitor offerings, and the bank’s competitive advantages for attracting quality customers.
• Working knowledge of Central Bank of Kenya regulations, the Banking Act, and credit policy requirements affecting commercial customers.
• Demonstrated leadership, marketing, sales, and portfolio management capability, with strong planning, analytical, decision-making, and project management skills.
• Excellent communication, interpersonal, motivational, and stakeholder management skills, including the ability to build and sustain long-term relationships.
• Diploma in Banking from AKIB would be an added advantage.

What We Offer / Why Join

This position combines hands-on relationship ownership with a clear development framework. You will set performance objectives with the Branch Manager, receive regular appraisal feedback, create and follow an annual Personal Development Plan, and complete internal and e-learning training hours. You will also take part in morning huddles and weekly progress meetings that keep