Relationship Manager - SME

Job Purpose

The Relationship Manager is responsible for developing, expanding, and maintaining a portfolio of SME/Affluent clients in line with the Bank’s overall objectives and approved budgets. The role focuses on driving portfolio growth, maximizing revenue opportunities, managing credit and operational risks, and ensuring effective debt monitoring and collection where necessary. The incumbent is also responsible for maintaining accurate customer and prospect databases and leading Direct Sales Agents to achieve assigned sales and performance targets while delivering superior customer service.

Key Responsibilities / Duties

Business Development & Portfolio Growth

• Acquire new SME customers in line with the segment value proposition, country strategy, and approved sales targets.
• Identify and pursue cross-selling opportunities within the existing portfolio to maximize lifecycle value.
• Conduct thorough needs analysis for new and existing customers to ensure appropriate product offerings.
• Understand customers’ short- and long-term financial goals and adjust engagement strategies accordingly.
• Maintain an effective calling and contact management program supported by detailed call reports.
• Migrate qualifying customers to the Private Banking Suite in line with segment guidelines.

Relationship Management

• Build and maintain strong, trust-based relationships with customers to enhance retention and generate referrals.
• Retain ownership of customer requests, complaints, and applications, ensuring timely follow-up and resolution.
• Coordinate with product specialists and other internal stakeholders to ensure seamless service delivery.
• Educate customers on self-service channels (Internet Banking, ATMs, Mobile Banking) to enhance convenience and efficiency.

Revenue & Risk Management

• Proactively manage the portfolio to maximize revenue (fees, margins, and sales) while minimizing risk and operational costs.
• Ensure proper management of credit and operational risks in line with bank policies and procedures.
• Support credit application processes, annual reviews, and account maintenance activities.
• Clearly communicate product terms, conditions, fees, and pricing to customers.

Team Leadership

• Lead, coach, and monitor Direct Sales Agents to ensure achievement of set targets.
• Track performance metrics and ensure alignment with business objectives.

Technical Knowledge

• Strong understanding of SME/Affluent and High-Net-Worth customer profiles, financial behaviors, and financial needs.
• In-depth knowledge of the segment value proposition and product offerings.
• Comprehensive knowledge of lending products, credit principles, and maintenance processes.
• Familiarity with competitor products and market trends.
• Good understanding of banking systems and service level agreements (SLAs).
• Awareness of local market dynamics and financial factors impacting customer portfolios.

Skills & Competencies

• Strong sales and negotiation skills.
• Excellent relationship management and customer service orientation.
• Credit analysis and risk assessment capability.
• Strong communication and interpersonal skills.
• Analytical and problem-solving abilities.
• Ability to work under pressure and meet targets.

Academic & Professional Qualifications

• Bachelor’s degree in business administration, Finance or a related field.
• MBA in Finance or Marketing will be an added advantage.
  

Working Experience

• Minimum of 3–5 years’ experience in the banking industry, with at least 2 years managing SME/Affluent or Corporate customer portfolios.
• Proven experience in sales and portfolio management.
• Demonstrated experience in successfully processing credit applications