Relationship Manager, SME

SME Banking Officer

Key Responsibilities

Acquisition: Business Development

• Ensure growth of Branch SME portfolio (NFI, deposits and assets) through acquisition of new-to-bank customers via Business Sales Officers and lead generation.
• Actively generate referrals to all business partners to help meet the comprehensive financial needs of entrepreneurs or borrowing entities.
• Ensure acquisition of customers to digital channels.
• Effectively manage and expand relationships with existing SME banking clients and bring in new partnerships from the existing portfolio to ensure business growth and continuity.

Portfolio Profitability (Cross-Sell & Retention)

• Grow SME customer portfolio size (products per customer, non-funded income, deposits and assets) by deepening existing customer relationships.
• Ensure a clear retention plan for overall portfolio deposits and loans for the segment, and execute this plan in conjunction with Branch Managers.
• Monitor account planning for all clients to advise on potential financial solutions based on identified needs.
• Ensure customers are notified of maturing fixed deposits for appropriate action and encourage retention.
• Assist in resolving client queries in a timely and appropriate manner.
• Collaborate with product specialists to deliver effective customer solutions.
• Ensure fulfillment of minimum customer relationship touch points (e.g., 1 visit per quarter, 1 call and 1 email per month depending on customer segment).
• Support growth of the portfolio through desired channels such as SME Business Hubs / digital platforms (e.g., B2B).
• Prepare and submit all reports, including management reports summarizing individual and team loan activity.
• Ensure all customers are onboarded on a digital platform (e.g., Gab Pesa, Internet banking).
• Ensure product per customer reaches 5 across the portfolio.
• Understand the nature of businesses, their life cycles, and the various product offerings available.
• Evaluate credit proposals and ensure credit applications are processed on a timely basis within the Bank’s set turnaround times.

Customer Service and Customer Information

• Obtain account opening documentation from new customers.
• Open accounts for customers in the system, ensuring minimum required information is captured and a CIF number is assigned.
• Follow up with customers in the portfolio for missing information.
• Maintain and update customer data on parameters such as business turnover, directors’ details, etc.
• Ensure all customer engagements are recorded accordingly.

Compliance

• Ensure compliance with both internal and external regulatory requirements (KYC, AML, and other bank processes).
• Continuously follow business operational and credit policies, ensuring their compliance.

Qualifications and Experience

• Bachelor’s degree in any field.
• At least 2–3 years of experience in managing clients.
• Excellent interpersonal skills.
• Excellent communication and presentation skills.

Job Specific Competencies

• Deciding and Initiating Action
• Delivering Results and Meeting Customer Expectations
• Entrepreneurial and Commercial Thinking
• Persuading and Influencing
• Planning and Organizing
• Presenting and Communicating Information
• Relating and Networking
• Working with People

Key Relationships

Internal

• Central office – Centers of excellence
• Branches