The Relationship Manager, SME will be responsible for driving the growth of the Branch SME portfolio (NFI, deposits, and assets) in Nakuru. This role focuses on the acquisition of new-to-bank customers, effective relationship management of existing clients, portfolio cross-selling, and ensuring adherence to credit policies and compliance guidelines.
Key Responsibilities
Acquisition & Business Development
Ensure growth of Branch SME portfolio (NFI, deposits, and assets) through the acquisition of new-to-bank customers via business sales officers and lead generation.
Actively generate referrals to all business partners within the bank to meet the comprehensive financial needs of entrepreneurs or borrowing entities.
Drive customer onboarding and acquisition onto digital channels.
Manage and expand relationships with existing SME banking clients, introducing new partnerships from the existing portfolio to ensure business growth and continuity.
Portfolio Profitability (Cross-Sell & Retention)
Grow SME customer portfolio size (Product per customer, Non-funded income, deposits, and assets) by deepening existing customer relationships.
Execute a clear retention plan for overall portfolio deposits and loans in conjunction with the Branch Managers.
Monitor account planning for all clients to advise on potential financial solutions based on identified needs.
Notify customers of maturing fixed deposits to encourage retention and appropriate action.
Resolve client queries in a timely and appropriate manner.
Collaborate with product specialists to deliver effective customer solutions.
Meet minimum customer relationship touchpoints (e.g., 1 visit every quarter, and 1 call/email a month depending on the customer segment).
Grow the portfolio using desired channels such as the SME Business Hubs and digital platforms (e.g., B2B).
Prepare and submit reports, including management reports summarizing individual and team loan activity.
Ensure all customers are onboarded on digital platforms (e.g., Gab Pesa, Internet banking).
Maintain a Product Per Customer (PPC) ratio of 5 across the portfolio.
Understand the nature of businesses, their lifecycles, and the various product offerings that fit customer needs.
Evaluate credit proposals and ensure the credit application processes are handled in a timely manner within the Bank’s set turnaround times.
Customer Service & Information Management
Obtain and verify account opening documentation from new customers.
Open customer accounts in the system, ensuring minimum required information is captured and CIF numbers are generated.
Follow up with portfolio customers for any missing documentation or information.
Maintain and update customer data on parameters such as business turnover, directors' details, etc.
Ensure all customer engagements are recorded appropriately.
Compliance
Ensure compliance with both internal and external regulatory requirements (KYC, AML, and other bank processes).
Continuously follow business operational and credit policies, ensuring complete compliance.
Job Specific Competencies
Deciding and Initiating Action
Delivering Results and Meeting Customer Expectations
Entrepreneurial and Commercial Thinking
Persuading and Influencing
Planning and Organizing
Presenting and Communicating Information
Relating and Networking
Working with People
How to Apply
Interested and qualified candidates should apply online by visiting the application link on the Gulf African Bank career site:
