Relationship Manager, SME - Mombasa Branches

Role Overview

SME Banking Relationship Manager owns a portfolio of small and medium-sized business customers and is accountable for growing that book through new customer acquisition, deeper cross-sell relationships, and disciplined retention. The role blends frontline business development with portfolio management: sourcing leads, working with internal partners, evaluating credit requests, onboarding clients to digital channels, and keeping customer records accurate and compliant. This position matters because the bank’s SME non-funded income, deposit base, asset growth, and long-term client loyalty depend on consistent, well-managed relationship coverage across the segment.

Key Responsibilities

• Grow the branch SME portfolio by acquiring new-to-bank business customers through direct prospecting, lead generation, and collaboration with business sales officers.
• Build and manage a referral network across the bank so entrepreneurs and borrowing entities can access appropriate financial solutions.
• Deepen existing SME relationships by cross-selling products, increasing product-per-customer, and expanding non-funded income, deposits, and assets; partner with product specialists to align solutions with each business’s life cycle and needs.
• Partner with branch managers on retention tactics for deposits and loans, tracking fixed-deposit maturities and giving customers timely options that reduce attrition.
• Maintain regular client contact through quarterly visits and monthly calls or emails by segment, and record all customer engagements accurately.
• Assess credit proposals and shepherd applications through the bank’s credit process within agreed turnaround times.
• Onboard customers to digital channels such as Gab Pesa and internet banking, promote SME Business Hubs and B2B platforms, and handle account opening, CIF creation, missing information follow-up, and updates to turnover or director details.
• Ensure every customer interaction complies with KYC, AML, internal credit, operational, and regulatory requirements.

Requirements & Qualifications

• Bachelor’s degree in business, finance, economics, marketing, or a related discipline; professional banking or credit certification is an advantage.
• 3–5 years of experience in SME banking, business banking, commercial lending, relationship management, or a sales-driven banking role.
• Direct experience with customer acquisition, lead generation, cross-selling, and