The Senior Relationship Officer is responsible for managing client relationships to achieve set sales targets and wallet share. The jobholder ensures sustained business growth and profitability in the assigned customer segment, selling, cross/up-selling, and delivering excellent sales and services whilst building long-term profitable customer relationships.
Key Responsibilities
1. Branch Strategic Input and Planning
Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan encompassing branch growth strategies.
Formulate and implement personal initiatives for assigned and new business portfolios to increase new business and share of wallet from existing clients.
Prepares a personal action plan contributing to the overall branch budget.
2. Business Growth & Development
Take full responsibility for all product lines and sales and business development for new and assigned business portfolios.
Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality, and portfolio growth targets are achieved.
Drive growth in client recruitment, transactional income, cross-selling of products, and Customer Relationship Management.
Develop new business opportunities and monitor business activities in line with the Bank's long-term strategic and annual business plans.
Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines, and appropriate provisions of the Banking Act with respect to lending.
Ensure compliance with the Environmental Social Management (ESM) policy and procedure in day-to-day branch business.
3. Marketing & Brand Management
Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
Support product specialists and the sales team in marketing initiatives and other products to local businesses.
4. Relationship Management & Customer Experience
Enhance positive customer experience and advocacy to drive competitive advantage, organic growth, and lower cost.
Achieve set customer satisfaction scores (CSAT), Customer Effort Scores (CES), Customer Engagement Scores, and Net Promoter Scores (NPS).
Minimize customer attrition by offering the required solutions to customers and proactively responding to queries and complaints.
Conduct financial needs analysis to identify financial and non-financial requirements of HNW clients.
5. Risk & Compliance
Ensure all onboarded customers meet the minimum criteria and are screened adequately considering AML/CFT/CPF guidelines.
Monitor customer transactions and document the background and purpose of complex, unusual, or large transactions.
Promptly report suspicious transactions or activities to the MLRO.
Academic Background and Experience
Degree: University degree in a business discipline (e.g., Business Administration, Finance or relevant field).
Experience: At least 5 years' experience in retail and/or commercial banking, including a minimum of 3 years of experience in sales.
Professional Certification: Diploma in Banking (AKIB) is an added advantage.
How to Apply
Interested and qualified candidates should apply online by visiting the Sidian Bank application portal at Sidian Bank on sidianbank.co.ke.
