JOB DESCRIPTION: RELATIONSHIP MANAGER – MEDIUM ENTERPRISES

Job Summary

The Relationship Manager (RM) is responsible for client origination, onboarding, and relationship deepening for Medium Enterprise clients. The role works closely with the Acquirer and Client Service Manager (CSM) to drive revenue growth, ensure portfolio quality, and maintain strong client engagement. The RM manages post-deal account activities, monitors risk within assigned portfolios, and oversees the CSM and Credit Analysts (CAs) for post-transactional and credit-related activities.

Key Responsibilities

Business Development

• Drive relationship deepening with high-value and high-potential clients across the full range of Business Clients (BC) products.
• Conduct monthly client engagements and maintain strong relationship touchpoints.
• Acquire and activate new clients through Existing-to-Bank (ETB) referrals.
• Maintain portfolio integrity through continuous monitoring, early action, and remediation.
• Support client onboarding on Business Working Capital (BWC) propositions.
• Deliver client-initiated service requests, including transaction support and digital platform training (Mobile/Web).
• Update CDD/AML documentation and manage clients’ credit situation end-to-end.

Processes

• Proactively reach out to high-value clients and “hidden larger businesses” following mandated engagement protocols.
• Ensure smooth onboarding of referred ETB clients.
• Support client servicing through efficient handling of queries, documentation, and service requests.
• Drive completion of client journeys without unnecessary handovers.
• Ensure timely credit renewals, reviews, and updates in collaboration with CAs and CSMs.

People & Talent

• Work collaboratively with CAs and CSMs to ensure credit files are complete, accurate, and up to date.
• Participate in internal and external meetings including Portfolio Review Meetings and consortium meetings when acting as lead bank.
• Maintain records of Confidentiality Agreements in coordination with team leaders.
• Provide continuous feedback to management regarding customer service quality, product issues, and client complaints.

Risk Management

• Ensure adherence to operational and reputational risk management standards.
• Remain fully alert to potential money-laundering risks and uphold AML principles: Know Your Customer (KYC), reporting suspicions, safeguarding records, and observing confidentiality.
• Mitigate risks by identifying, escalating, and resolving compliance or conduct concerns promptly.

Governance

• Uphold the Risk Management Framework, Group Code of Conduct, and all relevant policies and guidelines.
• Maintain strict compliance with regulatory requirements and Business Banking governance standards.
• Ensure client interactions and portfolio activities align with the Bank’s Conduct Principles.

Competencies

Product Broadening

• Strong understanding of business models and financial statements.
• Broad multi-product knowledge in Business Banking.
• Good understanding of market trends, industry dynamics, and competitive landscape.

Client Engagement

• Strong communication, presentation, and negotiation skills.
• Ability to engage and influence business owners confidently.
• Skilled in objection handling and closing deals.
• Ability to train clients on digital solutions and collaborate seamlessly with internal stakeholders.

Journey Completion

• Excellent discipline and time management for handling a diverse client portfolio.
• Strong analytical and problem-solving ability.
• Deep understanding of BC KYC/CDD principles.

Regulatory & Business Conduct

• Display exemplary conduct and uphold the Group’s Values and Code of Conduct.
• Ensure ethical business practices and compliance with all applicable laws, regulations, and internal guidelines.
• Deliver fair outcomes for clients, ensure financial crime compliance, support effective markets, and promote a safe operating environment.
• Identify, escalate, and mitigate risk or compliance concerns in a timely and collaborative manner.

Key Stakeholders

Internal

• Head, Business Banking
• Head, Medium Enterprises
• Head, Client Relationships
• Trade Product Manager & Operations
• Head, Credit Analysis
• Credit & Risk teams
• Financial Markets & CMPS
• Transaction Banking & CRC
• Client Deepening & Portfolio Strategy Manager
• Portfolio Monitoring & Controls Manager
• Business Operations & Risk Management
• Branch Managers
• Client Experience Team
• CFCC (Conduct & Financial Crime Compliance)
• Legal Department

External

• Clients
• Legal Firms
• Accountants
• Other professional service providers

Other Responsibilities

• Champion the “Here for Good” brand promise and uphold the Group’s values in Kenya’s WRB Medium Enterprise segment.
• Execute quality client origination, prospecting, and conversion aligned with ME Segment Strategy.
• Manage end-to-end onboarding, deal execution, and ongoing portfolio quality.
• Perform additional responsibilities assigned under Group, Country, Business, or Functional policies.

Skills & Experience

• Knowledge of Business Performance Management and Business Case Development.
• Strong problem-solving and solution-driven mindset.
• Awareness of business markets and industry trends.
• Understanding of customer behaviour and preferences.
• Excellent collaboration and teamwork skills.