Relationship Manager Retail – Coast and Nairobi Branches at Gulf African Bank

Job Description

Job Purpose:

To achieve business growth in the retail segment. The role holder will have a holistic view of all accounts within his/her portfolio, using lead generation and account prioritization to cross sell Bank products and extract value from said portfolio whilst maintaining/building customer relationship and account information.

Key Responsibilities:

Acquisition: Business Development

• To ensure growth of Branch Retail Portfolio (NFI, Deposits and assets) through the acquisition of new to bank customers through the Business sales officers and lead generation
• Actively generate referrals to all business partners in the bank to help meet the comprehensive financial needs of entrepreneurs or borrowing entity
• To ensure acquisition of customers to digital channels
• To effectively manage and expand the relationships with existing Retail Banking clients and bring in new partnerships from existing portfolio so as to ensure business growth and continuity

Portfolio Profitability (Cross-Sell & Retention)

• Grow Retail customer portfolio size (Product per customer, Non funded income, deposits and assets) by deepening existing customer relationships
• Ensure a clear retention plan for overall portfolio deposits and loans for the segment, to execute this plan in conjunction with Branch Managers
• Monitor account planning for all clients that will assist in advising on potential financial solutions based on identified needs & Assist in resolving queries in a timely and appropriate manner
• Assist in collaborating with product specialists to deliver effective customer solutions
• Ensure fulfilment of minimum customer relationships touch points e.g. 1 visit every quarter and 1 call and email a month a month depending on customer segment
• Prepare and submit all reports may prepare management reports summarizing individual and team loan activity
• Ensure all customers are on-boarded on a digital platform i.e. Gabpesa, internet banking @ Ensure PPC of 3 across the portfolio
• To understand business, their life cycles and the various product offerings that can be given to the customer
• To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times

Customer and Markets

• Maintaining/updating customer data on parameters such as Business turnover/ director details etc.
• Ensure all customer engagements are recorded accordingly

Compliance

• To ensure compliance with both internal and external regulatory requirements
• To continuously follow business operational and credit policies ensuring their compliance
• Ensure compliance with all applicable laws and regulations, as well as with the Bank’s internal policies and procedures while executing assigned

Education, Qualifications and Experience

• University degree in a business-related field.
• At least two (2) years’ banking relationship management experience.
• Portfolio management experience in a financial institution.