Relationship Manager, Mortgages

JOB PURPOSE

The Relationship Manager Mortgage is responsible for driving the growth and management of the mortgage portfolio. This includes developing and marketing mortgage products, onboarding new clients, managing relationships, and ensuring compliance with lending guidelines. The role also involves providing technical support to internal teams and clients to maximize business opportunities and ensure alignment with organizational objectives.

KEY RESPONSIBILITIES

• Business Development
• Portfolio Management & Market Intelligence
• Customer Support
• Training & Capacity Building
• Personal Leadership & Development

Business Development

• Actively market and promote the bank’s mortgage products to prospective and existing clients.
• Identify and onboard new mortgage customers, ensuring a growing and sustainable portfolio.
• Develop and maintain relationships with key partners, such as real estate developers, property valuers, and financial advisors, to drive referrals.
• Conduct market research to understand customer needs, industry trends, and competitor offerings.
• Design and implement tailored solutions for clients, ensuring alignment with their financial goals.
• Cross-sell complementary bank products and services to enhance client value.

Portfolio Management

• Monitor the performance of the mortgage portfolio to ensure alignment with organizational targets.
• Conduct regular client reviews to assess financial needs and adjust solutions accordingly.
• Manage delinquency rates through proactive client engagement and monitoring.
• Provide timely and accurate portfolio performance reports to management.

Customer Support

• Guide clients through the mortgage application process, from pre-qualification to disbursement.
• Ensure all clients receive professional advice on mortgage financing, including interest rates, repayment schedules, and associated costs.
• Respond promptly to customer inquiries and provide solutions to any issues arising during the mortgage journey.

Training & Capacity Building

• Train branch staff on mortgage products, processes, and customer engagement techniques.
• Provide technical support to internal teams to enhance service delivery and sales effectiveness.

Personal Leadership & Development

• Manage self by showing drive and motivation, an ability to self-reflect and a commitment to learning.
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect.
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT).
• Work Collaboratively Collaborate with others and value their contribution.
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes.
• Think and solve problems, analyze and consider the broader context to develop practical.
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master’s degree in Strategic Management or similar field will be an added advantage.

WORK EXPERIENCE

• Minimum of five (5) years of experience in banking, with at least three (3) years in mortgage or relationship management.
• Proven track record in developing and managing mortgage products and portfolios.
• Strong experience working with real estate developers and property professionals.

SKILLS & COMPETENCIES

• In-depth knowledge of mortgage financing, property markets, and valuation processes.
• Excellent communication and interpersonal skills;
• Excellent Business Presentation skills;
• Good financial analysis and credit assessment skills;
• Excellent problem solving and decision-making skills;
• Knowledgeable in credit, legal (conveyancing) and lending knowledge;
• Knowledge of banking processes and Banking Law;
• Demonstrate an understanding of the Banking Act, CBK prudential guidelines and credit policies;
• Strong negotiation and networking skills;
• Good performance track record in business development;

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)
• Professional certifications in Risk Management, Credit Analysis, or AML Compliance are a plus.
• Real Estate Financing (added advantage).