Relationship Manager - Micro Small & Medium Enterprise (MSME) at I&M Bank

PURPOSE:

The Job holder will be tasked with:

• Supporting the Head of Small Business (HSB) in growing and managing the MSE segment business portfolio across the network.
• Participating in portfolio growth activities, driving client satisfaction through product enhancement and service delivery, and making end to end follow ups to ensure timely feedback on MSE credit facilities.
• Facilitating active collaboration between the branch and the other departments for satisfactory service to the MSE customers.
• Delivering a growth strategy for their portfolio through the acquisition of new clients as well as maintaining and deepening relationships with existing MSE customers.

PRIMARY RESPONSIBILITIES:
Reporting to the HSB within Business Banking and will be responsible for:

• Consistently grow the Segment portfolio by accelerating acquisition of new to bank customers.
• Accelerate the uptake of the MSE customer value propositions, product bundles and solutions applicable and continuous engaging the customers.
• Demonstration of Leadership and growth of the assigned Direct Sales executives-DSEs in line with the set targets and understanding their mandate in line with the Bank strategy in serving the MSE customers. Ensuring excellent performance always.
• Provide fruitful collaboration between the branch business teams and other departments in satisfactory service to the MSE customers.
• Ensure MSE business growth within the assigned branches/Sales team to grow both ETB & NTB and the uptake of the existing products in line with the set targets.
• Co-ordinate occasional customers’ workshops/seminars within the assigned branches for products knowledge and awareness.
• Generate call reports by occasionally conducting regular visits to client’s business premises during credit request assessment and post- disbursement monitoring to ensure the quality loan book within the acceptable levels.
• Ensure credit applications documentation from the respective team are compliant in line with the credit & lending policy and procedures.
• Ensure customer satisfaction by handling customer complaints/feedback appropriately and timely feedback with closure.
• Delivery of exceptional performance through the business development team within the assigned branches within the available performance management tools.
• Provide leadership and strategies during performance review of reportees on the portfolio assigned.
• Precision in achieving set KPIs, Growth of CASA, Quality NTB accounts,
• Increased transactions within MSE accounts, uptake of MSE advances (including home loans, hire purchase, overdrafts and term loans), non-interest income, and cross selling the bank products.
• Generate periodical timely and accurate reports for HSB as necessary for decision making in support of driving the MSE strategy.

PERSON SPECIFICATIONS

Academic Qualifications

• At Least a bachelor’s degree in business administration or its equivalent from a recognized institution.

Experience

• At least 5years relevant experience in the banking industry, 3 of which should have been direct dealing with MSE customers.

General Competencies and Skills

• Ability to interpret customer needs and present suitable bank products and services
• Interpersonal and excellent customer service skills
• Ability to interpret targets and develop plans to swiftly achieve them
• Excellent communication and interpersonal skills.
• Good negotiation and decision-making skills.
• Good planning and organizational skills.
• Ability to work with numbers, conduct analysis of information for decision making.
• Ability to make sound judgment and quick right decisions in the interest of the Bank and the customers.
• Ability to build trust, value others, communicate effectively and proactive execution.
• Ability to harmoniously work with others, Self-motivated/driven.
• Initiative, tactful and demonstration of high level of maturity.