Relationship Manager – Institutional Banking

Caritas Microfinance Bank is a licensed microfinance bank regulated by Central Bank of Kenya. Caritas MFB offers a full range of innovative and customized financial services with a special focus on the unbanked and underbanked.\n\n### Job Purpose\n\nThe purpose of the role will be responsible for design, development, sales and business development of product propositions and platforms that deliver holistic solutions to Caritas Microfinance Bank customers and the church ecosystem within the assigned religious sector in Institutional Banking. The role holder shall also be responsible for managing the performance of the products throughout the life cycle ensuring that customers value and ROI are optimized.\n\n### Key Responsibilities\n\n* Establish and maintain a strong customer focus approach both with internal and external customers.\n* Ensure participation in relevant forums with key partners/customers\n* Facilitate and develop sound relationships with the internal channels such as Marketing units and other Head Office departments.\n* Proactively engage customers to establish service levels and initiate constant improvement.\n* Provide regular and honest feedback to agents and clients.\n* Ensure that sub-ordinates maintain a good rapport with all customers in a professional manner.\n* Prospecting for and acquiring new customers within assigned market segments\n* Providing daily and weekly results assessments of staff’s productivity\n* Entrench measurable and meaningful customer service standards and practices\n* Monitor credit facilities and deposits to keep PAR on all loan portfolios below target levels and ensure that renewals, extensions, and cancellations are initiated and processed before the expiry date.\n* Ensure an effective call program is maintained on all assigned customers and prospects.\n* Inspire and foster team commitment, develop the ability and skills of the team and manage performance to deliver exceptional level of Organization objectives and goals.\n* Keep customers constantly informed on the progress of their applications and drive this culture throughout the team\n* Identify and address any fraud related activities and ensure risk exposure is minimized.\n* Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice.\n* Complete disclosure to the customers in terms of accreditation, repayments, service fees, and commissions.\n* Proactively assess the review process of existing facilities, ensure a consistent thorough and timely evaluation of all existing facilities.\n* Cross – selling of all bank services and marketing for new business.\n* Collection of market intelligence information, local competition, products, and levels of service.\n* Maintain good quality loan books by ensuring arrears on normal and watch category accounts are collected promptly.\n* Maintain a database of all clients in the marketing office portfolios.\n* Training of new and existing clients on the Bank’s products.\n* Develop a rapport with potential clients and be able to close sales and contracts in lending and bank business acquisition.\n* To perform any other duty as assigned in line with the Organizational goals and objectives.\n\n### Qualification and Experience Requirements\n\n* Holder of bachelor’s degree in a business-related field.\n* Thorough knowledge of MSME banking products and policies.\n* AKIB banking certificates will be an added advantage\n* 3 years’ experience in banking, 2 of which should be in Business development (Personal Banking/ customer relationship management.\n* Knowledge of lending products and prudential guidelines.\n* Ability to lead teams and deliver business results.\n* Must be self-driven; possess excellent administrative, communication and interpersonal skills, strong organization, and negotiation skills.