SME Relationship Manager, Voi and Taveta

Role Overview

Manage a portfolio of Business Banking customers, combining regular relationship support with careful assessment of borrowing needs and risk. The role helps businesses get timely, consistent service while supporting sustainable portfolio performance through customer retention and new business development.

Key Responsibilities

• Review customers’ borrowing facilities annually and conduct additional reviews when changes in circumstances or risk warrant them.
• Discuss credit matters and wider business needs with owners and managers, and communicate service arrangements, pricing, relationship contacts and relevant product updates clearly.
• Resolve customer concerns and complaints, and recommend suitable Business Banking products in response to both immediate and developing needs.
• Plan and coordinate new-business activity, strengthen existing customer relationships and align relevant customer approaches across the Group.
• Monitor service standards and portfolio performance, using approval conditions and other available indicators to identify and address emerging risk.
• Build and follow up a prospect list, prioritise customers by their current and potential contribution, and support the preparation of credit applications with SME Credit.
• Manage customers on the Early Warning List in line with regional and head-office guidance, and follow applicable relationship-management procedures.
• Provide day-to-day support to Enterprise Bankers and branch colleagues on consistent service and risk practices, while meeting business support requests and managing own leave arrangements.

Requirements & Qualifications

• A business degree is preferred.
• Knowledge of Business Banking products, services and policies, with detailed familiarity with core products.
• Ability to recognise changing customer needs, identify appropriate solutions, introduce products and involve Group specialists where required.
• Working knowledge of Personal Banking products and services to help address the financial needs of business owners and key individuals.
• Broad understanding of Group policies and strategies relevant to Business Banking customers.
• Strong customer relationship management skills, knowledge of Enterprise Banking and the ability to support team performance.
• Ability to gather and assess information for credit applications, contribute relevant judgement and manage customer and portfolio risks.
• Commitment to comply with regulatory requirements, the Enterprise-Wide Risk Management Framework and internal policies and standards, and to manage relevant risk events.