Senior Relationship Manager Commercial Banking at NCBA Group

Job Purpose Statement

To drive exceptional growth in Commercial Banking through strategic business development, customer retention, and operational efficiency.

Key Accountabilities (Duties and Responsibilities)

Key Responsibilities

 Financial Performance – 45%

• Develop and execute strategic sales plans to attract new loan and deposit clients.
• Grow share of wallet from existing clients through cross-selling and relationship deepening.
• Maintain a robust sales pipeline and ensure timely documentation of client engagements.
• Collaborate with Branch Managers, Relationship Managers, and Sales Teams to maximize sales opportunities.
• Monitor market trends and provide insights to leadership for product and strategy refinement.
• Build and maintain strong client relationships to enhance loyalty and revenue.

Internal Business Processes – 40%

• Ensure full compliance with the Bank’s Credit Policy in all lending decisions.
• Adhere to KYC and AML standards for all new and existing clients.
• Review loan applications for completeness, accuracy, and compliance.
• Provide high-quality credit analysis and prepare comprehensive loan write-ups for Credit Committee review.
• Monitor NSF reports and ensure operational risk controls are in place.
• Track loan performance and proactively manage arrears to maintain a 0% portfolio at risk.
• Oversee the collection and perfection of security documentation for loan disbursement.
• Conduct client visits and site inspections to assess loan utilization and identify new opportunities.

 Customer Experience – 5%

• Implement relationship management strategies to enhance customer satisfaction and retention.
• Identify unmet client needs and support the development of tailored products and services.
• Utilize CRM tools to manage client interactions and growth plans.
• Continuously review and update account plans to align with client needs and business goals.

Key Outcomes:

• Improved Customer Relationship Index
• Enhanced Net Promoter Score
• Reduced Customer Effort Score

People Management & Development – 10%

• Demonstrate and promote NCBA’s core values in daily operations.
• Foster a high-performance culture through effective performance management of direct and indirect reports.
• Support continuous learning and ensure team members meet required training hours.

Job Dimensions

Reporting Relationships

• Direct Reports: Client Service Officers
• Indirect Reports: SME Relationship Managers, Assistant Relationship Managers

Stakeholder Engagement

• Internal: Credit Risk, Credit Operations, Treasury, Transactional Banking, Bancassurance, Branch Managers, Trade Finance, IT & Operations
• External: Approved Lawyers & Valuers, Strathmore Business School, African Guarantee Fund, African Trade Insurance

Decision-Making Authority

• Type: Managerial and Strategic
• Planning Horizon: 1–3 months

Qualifications & Experience

• Education: Bachelor’s degree in a business-related field; Master’s degree is an added advantage.
• Professional Certifications: CPA, ACCA, Credit Management, or CRM certifications.
• Experience: Over 10 years in banking, with strong expertise in sales, relationship management, and credit analysis.