Senior Relationship Officer-HNI

Role Overview

As a High Net Worth Relationship Manager, you will grow and manage a portfolio of affluent customers, connecting their financial needs with suitable banking solutions. Your work will combine business development, credit and portfolio oversight, and attentive service to build durable relationships while contributing to the branch’s growth and profitability.

Key Responsibilities

• Translate branch growth priorities into an individual business plan, setting actions to attract new clients and deepen existing customers’ use of the bank’s products.
• Develop the HNI portfolio across lending and deposit products, pursuing sales, cross-selling, transactional income, customer recruitment, and agreed portfolio-quality targets.
• Identify local market opportunities through customer and competitor insight, build connections with prospective clients and business influencers, and work with product specialists on relevant marketing activity.
• Assess clients’ financial and non-financial needs, maintain regular contact and accurate call records, and use management information to track performance and customer experience.
• Monitor lending quality and repayment risks, take early action on accounts showing signs of stress, and ensure credit decisions and portfolio management follow bank policy and applicable Kenyan banking requirements.
• Resolve customer concerns, gather feedback, and coordinate service improvements to support satisfaction, loyalty, and positive recommendations.
• Support branch operations when assigned, including custodian duties and adherence to opening, cash-handling, and other operating procedures.
• Meet personal development and performance commitments, complete required learning, follow internal policies, and address audit findings within agreed timelines.

Requirements & Qualifications

• University degree or higher in a relevant business field, such as business administration or finance.
• At least five years of experience in retail and/or commercial banking, including a minimum of three years in sales.
• Working knowledge of retail and SME banking products, services, processes, and branch operations or customer service delivery.
• Understanding of the retail banking market, competing offers, and the factors that attract and retain quality customers.
• Knowledge of the Central Bank of Kenya regulatory framework and relevant requirements affecting business customers.
• Strong sales, marketing, leadership, planning, analytical, and decision-making capabilities, with sound judgement in relationship and portfolio management.
• Excellent communication and interpersonal skills, including the ability to motivate others and manage customer and stakeholder relationships effectively.
• A diploma in banking from AKIB is an added advantage.