Relationship Manager, Commercial Banking at SBM Bank

Job Purpose

The overall purpose of this role is to achieve business growth for the Bank by selling products and services to SMEs within assigned market segments and promoting and selling other Bank products and services to enhance value-added relationships with existing customers.

Key Responsibilities

Strategy — 20%

• Support the department in increasing business within the allocated sectors and segments.
• Ensure implementation of the Commercial Banking strategy in line with the assigned sector/segment and aligned to the overall Bank strategy.

Acquisition and Business Development — 30%

• Onboard new customers to grow the Bank’s liabilities, assets and non-funded income (NFI).
• Service existing customers to continuously grow the Bank’s liabilities, assets and NFI.
• Increase product usage among existing customers within the assigned portfolio.
• Increase account activity and utilization among existing customers.
• Ensure continuous engagement with Branch Commercial Banking teams.
• Play a key role in product development relevant to the assigned sector.
• Evaluate credit proposals and ensure credit applications are processed within the Bank’s set turnaround times.
• Effectively manage and expand relationships with existing SME Banking clients and establish new partnerships to ensure business growth and continuity within the assigned sector.
• Drive continuous improvement in customer service and implement effective customer retention strategies within the Corporate Banking framework.

Cross-Selling, Retention and Client Servicing — 25%

• Provide advice on potential financial solutions based on identified customer needs.
• Understand, resolve and, where necessary, escalate client queries in a timely and appropriate manner.
• Analyze customers’ financial requirements and match them with the Bank’s product offerings.
• Grow the Bank’s wallet share within the SME Banking sector and designated portfolio/segment.
• Evaluate credit proposals and ensure credit applications are processed within the Bank’s set turnaround times.
• Develop and maintain strong working relationships with existing clients at key levels to optimize utilization of approved facilities.
• Ensure timely renewal of facilities such as overdrafts and prevent limits from expiring or maturing.
• Ensure effective communication to clients regarding changes to the Bank’s services or products.
• Manage all facilities within the portfolio to maintain an acceptable Portfolio at Risk (PAR).
• Ensure customers maintain active accounts by regularly reviewing account activity and ensuring transactions are consistent with the nature of their businesses.

Leadership — 5%

• Develop the assigned sector business across the country through effective management of Branch Commercial Banking teams.
• Enable Branch Commercial Banking teams to achieve set profitability targets by building, strengthening and maintaining strong client relationships.

Compliance — 10%

• Ensure compliance with internal policies and external regulatory requirements.
• Work closely with Risk and Compliance units to ensure effective controls are in place to mitigate business risks associated with Corporate Banking.

 Talent Management — 5%

• Ensure continuous personal development.
• Support the development of Branch Commercial Banking teams, including effectively charting their career paths.

Other — 5%

• Safeguard and promote the Bank’s image and reputation with the general public.

Key Relationships

Direct Reports

• Relationship Managers
• Assistant Relationship Managers
• Senior Relationship Officers
• Relationship Officers

Key Internal Stakeholders

• SME Clients
• Trade Finance
• Treasury
• Heads of Departments (HODs)
• Regional Managers
• Branches

Knowledge, Skills and Experience Required

• Bachelor’s degree from an accredited university, preferably with a major in Finance, Accounting, Marketing or Economics.
• Excellent interpersonal skills.
• Excellent communication and presentation skills.
• Strong organizing and planning skills.
• Strong information gathering, monitoring and analytical skills.
• Strong problem analysis and problem-solving skills.
• Sound decision-making skills.

Competencies Required

• Emotional Intelligence and the ability to work effectively under pressure.
• Passion for performance, teamwork and achievement in a competitive and dynamic environment.
• Commercial awareness and customer focus.
• Strong internal and external networking skills.
• Delivering Results and Meeting Customer Expectations.
• Achieving Personal Work Goals and Objectives.
• Entrepreneurial and Commercial Thinking.
• Persuasion and Influencing.
• Presenting and Communicating Information Eloquently.
• Relating and Networking.
• Working with People.

Problem Solving

• Ability to maintain a quality asset book.
• Ability to handle customer complaints and expectations diplomatically.
• Ability to foster teamwork with colleagues and promote a positive working environment.
• Ability to conduct oneself professionally while ensuring that the Bank’s image and reputation are protected.
• Ability to analyze statements of accounts and annual financial reports to assess the accuracy and reasonableness of company earnings in relation to the relevant industry and period of analysis.

Accountability

• Ensure timely submission of reports.
• Ensure seamless execution of assigned tasks.
• Ensure adherence to the department’s Service Level Agreements (SLAs).
• Ensure effective customer satisfaction and retention mechanisms are maintained.