Relationship Manager - HNI at Gulf African Bank

Job Purpose:

• To onboard, manage, grow, and deepen relationships with High Net-Worth Individuals by providing personalized financial advice, investment solutions, and superior banking services.
• The role entails delivering holistic wealth management services to affluent clients, achieving financial targets, and enhancing the Bank’s position as the preferred financial partner for HNI clients.

Key Responsibilities:

Strategy and Business Development

• Design, formulate and execute segment growth strategies and marketing programs to drive segment revenue (P&L) and business performance
• Formulate a compelling value proposition targeting HNI customers that attracts new customers and retains existing
• Design products based on identified customer needs, formulate tactical business plans to package product offer to grow segment base, enhance customer engagement and work closely with internal stakeholders to launch them

Client Acquisition & Relationship Management

• Acquire new HNI clients through referrals, targeted marketing, and strategic prospecting.
• Build and nurture long-term relationships with HNI clients, ensuring exceptional customer service and engagement.
• Conduct regular reviews of client portfolios to assess risk appetite, financial goals, and evolving needs. Achieve the required minimum client visits and customer engagement forums per year.
• Build positive and lasting relationship with individual and family clients, family offices, foundations and their advisors, managing the different dynamics and interests of the parties to build consensus and realize desired results.
• Create an execute a client driven relationship management and portfolio management strategy that will result in increased revenue, profit, share of wallet and contained PAR within Bank guidelines.
• Achieve status of trusted advisor

Portfolio Growth & Revenue Generation

• Achieve assigned financial targets including deposit mobilization, asset growth, fee income, and product cross-sell.
• Proactively identify new revenue opportunities within the client portfolio.
• Monitor and manage credit exposures, ensuring quality and timely repayments.

Client Experience & Retention

• Ensure high-quality service delivery and resolution of client issues within agreed service-level agreements (SLAs).
• Provide concierge banking support — coordinating account setup, product access, and premium services.
• Maintain high levels of client satisfaction through personalized communication, financial updates, and exclusive engagements.
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• Ensure adherence to KYC, AML, and other regulatory requirements as per CBK and internal bank policies.
• Keep proper documentation of client transactions and financial advice for audit and compliance review.
• Monitor client accounts to identify red flags or unusual activities that may pose reputational or regulatory risks.
• Ensure compliance with all applicable laws and regulations, as well as with the Bank’s internal policies and procedures while executing assigned duties and responsibilities.

Business Targets

• Primarily responsible for acquiring, servicing and managing HNI client relationships through one on one engagement, identifying client needs and providing them with the appropriate bank products, services and solutions with the ultimate goal to:
• Driving revenue and volume growth of portfolio assigned
• New to Bank client acquisition
• Deepening of existing client relationships
• Cross sell of products/ solutions thereby increasing their share of wallet in the Bank
• Retention of existing customers
• Increase of customer satisfaction levels
• Delighting clients through providing excellent service which leads to increased loyalty
• Business targets will be agreed with the Head of Retail and signed off in the annual performance contract. The targets will be based on:
• Growth in HNI customer base and portfolio value
• Achievement of asset, liability, and income targets
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• Cross-sell ratio across retail products

Knowledge and Experience Required for this Role

• A bachelor’s degree in finance, business, economics, or related field (an MBA or CFA is an added advantage).
• Minimum 5–7 years of experience in retail, private, or wealth banking, with at least 3 years handling HNI clientele.
• In-depth knowledge of financial markets, investment instruments, and wealth management solutions.
• Up-to-date knowledge of financial markets, economic indicators, and global wealth trends.
• Deep understanding of Kenya’s affluent market, client preferences, and competitive landscape