Role Overview
The Relationship Manager at the Rongai Branch is responsible for managing client relationships to achieve set sales targets and wallet share while ensuring sustained business growth and profitability in the assigned customer segment. The role involves selling, cross-selling, and upselling the bank’s products and services whilst building long-term profitable customer relationships.
Key Responsibilities
Branch Strategic Input and Planning
- Contribute to the branch operational plan by preparing and implementing an individual business plan.
- Formulate initiatives for assigned and new business portfolios to increase new business and share of wallet.
- Prepare personal action plans contributing to the overall branch budget.
Business Growth & Development
- Full responsibility for all product lines and sales development for assigned portfolios.
- Achieve business growth targets for both Assets and Liabilities.
- Focus on client recruitment, increased transactional income, and cross-selling.
- Develop new business opportunities and monitor market conditions to ensure competitiveness.
- Ensure full compliance with the Bank’s Credit Policy and Central Bank of Kenya guidelines.
- Utilize MIS systems for tracking performance and monitoring customer satisfaction.
Marketing & Brand Management
- Build the Sidian Bank brand to ensure it remains a top-of-mind choice for entrepreneurs.
- Provide clear direction based on market analysis of local consumer trends and competitor offerings.
- Establish relationships with key business influencers in the local area.
Relationship Management & Customer Experience
- Drive customer satisfaction and advocacy to achieve high CSAT, CES, and NPS scores.
- Coordinate initiatives to gather feedback and improve service standards.
- Proactively manage queries and complaints to minimize customer attrition.
- Identify financial requirements of High Net Worth (HNW) clients through needs analysis.
Branch Operations & Leadership
- Support branch operations including cash procedures and opening protocols when required.
- Set performance objectives and provide regular feedback through appraisals.
- Maintain a Personal Development Plan (PDP) and stay updated on internal communications.
Risk & Compliance
- Ensure all onboarded customers meet AML/CFT/CPF guidelines.
- Monitor transactions for unusual patterns and document background information for large transactions.
- Ensure accurate KYC data capture and risk categorization.
- Identify and manage high-risk accounts, including Politically Exposed Persons (PEPs).
- Promptly report suspicious transactions to the Money Laundering Reporting Officer (MLRO).
Requirements and Qualifications
- Education: University degree in a relevant business discipline (e.g., Business Administration or Finance).
- Experience: At least 7 years’ experience in retail or commercial banking, including a minimum of 4 years in a sales role.
- Certification: A Diploma in Banking (AKIB) is an added advantage.
- Knowledge: Sound knowledge of Retail/SME products, services, and CBK regulatory frameworks.
- Skills: Strong leadership, marketing, sales, and analytical skills; excellent relationship building and communication abilities.
How to Apply
Interested and qualified candidates should apply by visiting the Sidian Bank application portal at the following link: Apply for Relationship Manager. Alternatively, you can navigate to the career section on the official website at sidianbank.co.ke.
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