Relationship Officer

Role Overview

This role centres on owning and growing a portfolio of business banking clients within a branch environment, balancing revenue generation with sound credit quality and customer loyalty. Day to day, you will identify new business opportunities, deepen relationships through cross-selling, conduct client visits, and ensure every interaction aligns with the bank’s brand promise. Your efforts directly influence branch profitability, portfolio health, and the bank’s position as a preferred partner for enterprises in the local market.

Key Responsibilities

• Develop and execute a personal business plan that supports the branch’s overall budget, targeting new client acquisition and increased share of wallet from existing relationships.
• Drive growth across both asset and liability products, monitoring income, portfolio quality, and cross-selling performance against set targets.
• Identify and pursue new business prospects through market analysis, competitor awareness, and structured relationship-building with local influencers and key clients.
• Conduct regular client engagements and needs assessments, proactively managing queries, complaints, and attrition risks while introducing tailored financial solutions.
• Maintain a disciplined approach to credit risk by ensuring lending decisions comply with the bank’s credit policy, Central Bank of Kenya guidelines, and relevant provisions of the Banking Act.
• Use the bank’s management information systems to track performance, monitor customer satisfaction, and generate required reports for management and regulatory purposes.
• Support branch operations as needed, including covering custodial duties, opening procedures, and cash handling protocols during staff absences or emergencies.
• Contribute to a positive branch culture by participating in team meetings, setting personal development goals, completing training hours, and closing audit findings within agreed timelines.

Requirements & Qualifications

• A university degree in business administration, finance, or a related discipline.
• At least four years of experience in retail or commercial banking, including a minimum of two years in a sales-focused role.
• Solid knowledge of retail and SME banking products, services, and operational processes.
• Strong awareness of the local retail market, key competitors, and the bank’s competitive differentiators.
• Familiarity with Central Bank of Kenya regulatory requirements and laws affecting corporate customers.
• Proven ability to lead, influence, and motivate others, with excellent communication and interpersonal skills.
• Demonstrated strength in relationship management, stakeholder engagement, planning, and analytical decision-making.
• Professional certification such as a Diploma in Banking from AKIB is an added advantage.