Relationship Manager SME
About the role
We are looking to hire a Relationship Manager SME to support the Head of SME Banking in achieving revenue targets, delivering excellent service, and meeting productivity targets. The role involves developing and managing a high-performing sales team of Relationship Officers, and supporting SME Regional Managers and ROs in processing applications from approval to payment. This position is based at the NBC Mwanza Branch. Responsibilities: - Achieve agreed asset targets by managing and supporting a team of Relationship Officers through offering a wide range of products and services to SME clients. - Develop and market the bank’s business through contact with SME customers, high net-worth individuals and other prospective clients. - Support Relationship Officers’ sales and performance targets by proactively monitoring and acting on Daily Scorecards, Monthly financial and Operational reviews, Call Reports, and pipeline of business opportunities reports. - Monitor and manage companies/clients applications at a satisfactory rate of return to the bank. - Provide value added engagement with other departments and Product Specialists within the bank on assuring customers applications are effectively attended as per the SLA. - Work with Risk Department in building awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies for the SME Banking Department. - Coordinate and organize the SME’s Lending Forum Meetings constituted to assist the business in managing the review of lending activities on regular basis ensuring that customer recruitment is in line with risk appetite, profitable customers are given the attention they deserve and problematic customers are identified upfront and given proper attention. - Provide a direct line leadership and supervision to Relationship Officers - Motivate staff and ensure they are recognized through NBC recognition schemes. - Create an empowering environment for team members, encouraging individual ownership and initiative. - Set high performance and productivity standards for team. - Develop and communicate an annual plan to optimize the resources (Financial, human and physical) as agreed with the Business banking Leadership. - Involve Head Of SME in developing the annual resource and capacity plans. - Build and develop a high performing team, through embedding performance management and coaching. - Discuss and finalize performance management plans and ratings for the Regions team. - Drive Relationship Officers performance by identifying development of training needs, and ensure coaching or delivery of training takes place. - Drive employee development and engagement within the cluster and branch teams that results in a high performance climate and culture - Conduct effective performance management for direct reports - Monitor and ensure that all Branch Key Performance Indicators are achieved - Share knowledge experience and best practice with branch managers, relationship officers, branch teams and the broader business. - Create an empowering environment for direct reports, encouraging individual ownership and initiative and ensure they do the same for all staff. - Effective resource management/planning that reflects current and future business requirements, ensuring that the correct balance of numbers, skills and experience, by playing an active role in recruitment and exits of direct reports. This includes evaluating requests from branch managers for additional staff, and may reallocate headcount between branches, within overall area headcount budget. - Initiate HR processes for direct reports when required e.g. disciplinary process, leave management, learning and development, talent identification etc in consultation with HR - Acts as escalation point for grievance cases touching on Ro’s in the region - Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development - Proactively and professionally support Relationship officers to manage client experience by providing appropriate on job training and coaching on product and services delivery. - Keep an active and accurate records/log of customers complains discussions/correspondences with clients and provide timely feedback on unresolved /resolved issues. - Effectively co-ordinate client relationships/activities with other department within the bank. - Use client feedback to improve product and service offering. - Participate in weekly performance review, and knowledge sharing meetings with Branch Managers and Relationship Officers. - Conducting maintain constant dialogue/sharing of information with other departments (Retail and Corporate Credit, Corporate Banking, SMU, ICU, Treasury and Legal). - Coordinate local functions/community/governmental and business development activities - Develop and maintain contact with Product Specialists in other areas of the bank, including Corporate Banking, Treasury, and Retail Banking. - Understand and articulate aggregated cluster requirements feedback to shape the customer proposition and product offering - Ensure high quality, knowledgeable service levels in branches to exceed customer expectations - Build a motivated, committed and focused Branch teams, consistently delivering creative, precise and customer-focused service - Visit high net worth or key clients on request from the branch managers and relationship officers. - Ensure branch network service excellence through continuous monitoring of service scores and develop plans for improvement and discuss and agree plans with direct reports. - Collaborate cross-functionally to provide high standard of service delivery - Engage in high net worth client meetings as needed for complex scenarios reviews and consultations - Work with Risk Department in building awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies for the SME Banking Department. - Ensure that All Relationship Offic ...
Key requirements
- Leadership, people management and team building skills
- Well-developed strategic perspective and forward planning ability
- High impact communication and presentation skills
- Strong Financial and Analytical Skills
- Excellent relationship building skills – both with internal stakeholders and clients
- Highly developed networking skills, both for internal and external network
- Strong problem solving skills coupled with decision making ability
- Business Development Acumen
- Credit appraisal and risk Management
- Driving Customer Experience
- Operational Risk Management
- Stakeholder Engagement