The Relationship Manager – Institutional Banking will be responsible for the 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 will manage the performance of products throughout their life cycle to ensure customer value and ROI are optimized.
Key Responsibilities
Establish and maintain a strong customer focus approach both with internal and external customers.
Ensure participation in relevant forums with key partners and customers.
Facilitate and develop sound relationships with internal channels such as Marketing units and other Head Office departments.
Proactively engage customers to establish service levels and initiate constant improvement.
Provide regular and honest feedback to agents and clients.
Ensure subordinates maintain a good rapport with all customers in a professional manner.
Prospect for and acquire new customers within assigned market segments.
Provide daily and weekly results assessments of staff’s productivity.
Entrench measurable and meaningful customer service standards and practices.
Monitor credit facilities and deposits to keep PAR on all loan portfolios below target levels and ensure renewals, extensions, and cancellations are initiated and processed before expiry.
Ensure an effective call program is maintained on all assigned customers and prospects.
Inspire and foster team commitment, develop the ability and skills of the team, and manage performance to deliver exceptional organizational objectives.
Keep customers constantly informed on the progress of their applications.
Identify and address any fraud-related activities and ensure risk exposure is minimized.
Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice.
Complete disclosure to customers in terms of accreditation, repayments, service fees, and commissions.
Proactively assess the review process of existing facilities and ensure consistent, thorough, and timely evaluation.
Cross-sell all bank services and market for new business.
Collect market intelligence information, local competition, products, and levels of service.
Maintain good quality loan books by ensuring arrears on normal and watch category accounts are collected promptly.
Maintain a database of all clients in the marketing office portfolios.
Train new and existing clients on the Bank’s products.
Develop a rapport with potential clients and close sales and contracts in lending and bank business acquisition.
Qualifications and Experience Requirements
Holder of a Bachelor’s degree in a business-related field.
Thorough knowledge of MSME banking products and policies.
AKIB banking certificates will be an added advantage.
3 years’ experience in banking, 2 of which should be in Business development (Personal Banking/ customer relationship management).
Knowledge of lending products and prudential guidelines.
Ability to lead teams and deliver business results.
Must be self-driven with excellent administrative, communication, interpersonal, organizational, and negotiation skills.
How to Apply
Interested and qualified candidates are encouraged to send their application letters and detailed CVs via email to: recruitment@caritas-mfb.co.ke.
Kindly indicate the position title on the subject line when applying.
The closing date for applications is 30th May 2026.
