Senior Relationship Officer, Cash Management & Transaction Banking at Sidian Bank

JOB PURPOSE

The Job Holder will be responsible for managing Sales & Business Development of Digital, Transaction Banking & Cash Management products and channels, with a focus on growing uptake and utilization across target markets. The role includes enhancing the breadth and depth of product lines to sustain competitive positioning. Effective account relationship management is critical to optimize customer satisfaction, retention, and wallet share through multiple solutions from the bank’s portfolio.

KEY RESPONSIBILTIES 

• Strategic Input and Planning
• Sales and Business Development
• Marketing
• Customer Experience
• Collaboration & Reporting
• Performance Metrics
• Technology & Innovation

MAIN ACTIVITIES

Strategic Input and Planning

• Contribute to the Transaction Banking & Cash Management strategy by preparing and implementing an individual business plan aligned to branch and SBU growth objectives.
• Prepare a personal action plan that supports achievement of budgetary goals.

Sales & Business Development

• Manage sales and business development across all digital product lines: Credit Cards, Corporate Internet Banking, Mobile Banking, Mobile Lending, Retail Internet Banking, Lipa Na Mpesa (Tills, Paybills, Express), Salary Advance, Debit Cards, and Money Transfer/Remittances.
• Develop business opportunities and monitor digital channel activities to ensure competitiveness and responsiveness to market/customer needs.
• Enhance relationship marketing and management by establishing and nurturing profitable customer and partner relationships.
• Drive wallet share growth by actively marketing digital banking products to existing and prospective clients.
• Conduct market research and competitor analysis to identify opportunities.
• Manage key account relationships, ensuring cross-selling and upselling of solutions.
• Activate clients on digital channels to drive usage, volumes, and income.
• Lead credit card business growth through customer acquisition and usage.
• Grow portfolio through aggressive client acquisition and uptake of cash management products.
• Acquire and manage merchant relationships under Lipa na Mpesa and Sidian Xpress.
• Drive revenue growth from existing and new cash management solutions.
• Expand uptake of salary advance/mobile lending and bulk Internet banking within the branch.
• Support product innovation by providing customer insights to product teams and piloting new transaction banking solutions.

Marketing

• Develop and deliver customer value propositions to clients, shareholders, and partners.
• Build the Sidian Bank brand as a leading enterprise bank.
• Guide branches using market insights on consumer trends and competitor offerings.
• Support product specialists and sales teams in marketing initiatives.

Customer Experience

• Champion customer satisfaction and advocacy to drive growth and efficiency.
• Link sales and service by embedding customer service culture.
• Ensure seamless customer support and timely resolution of complaints.

Collaboration & Reporting

• Collaborate closely with branch managers, product teams, IT, operations, compliance, and treasury to deliver client solutions.
• Provide regular reports on sales pipeline, client visits, activation rates, and revenue performance to the Head of Transaction Banking & Cash Management.
• Participate in management and cross-functional forums to align business development with strategic priorities.

Performance Metrics

• Growth in transaction volumes and revenues from transaction banking and digital channels.
• Number and value of new customers, merchant and corporate client acquisitions.
• Customer retention and satisfaction (e.g., NPS, complaints resolution within SLA).
• Digital activation and utilization rates across key products.
• Compliance results (zero repeat audit findings, KYC update adherence).

Technology & Innovation

• Support adoption of new digital solutions such as APIs, host-to-host integration, ecommerce acquiring, and innovative payment solutions.
• Promote digitization initiatives in line with the Bank’s transformation agenda.
• Provide feedback from clients and markets to shape future product enhancements.

DECISION MAKING AUTHORITY

• Reporting to: Senior Manager Sales, Digital Financial Services
• The role holder is not mandated to execute any business deal/decision solely.
• All decisions raised will be referred to the unit manager or direct supervisor for countersigning.

ACADEMIC BACKGROUND

• Bachelor’s degree in Business Administration, Finance or any other Business-related field with minimum of Second-Class Honors, Upper Division

WORK EXPERIENCE

• At least 5 years’ experience in banking
• Minimum 3 years’ experience in Electronic Channels, Cash Management, Digital Banking, or Transaction Banking
• Sound knowledge of the Banking Act and the regulatory framework in the Financial Services Industry
• Experience in regional banking delivery with strong Internet Banking knowledge
• Knowledge and experience in money remittance

SKILLS & COMPETENCIES

Interpersonal:  

• Goal focused and able to spot business opportunities
• Builds networks and maintains strong relationships
• Able to manage and influence others to achieve results
• Has passion and drive to achieve results under difficult circumstances
• Pleasant and able to relate well in diverse social set ups and teams 
• Upholds high standard of Professionalism, integrity and respect for others  

Management and leadership ability:

• Able to identify, motivate and develop talent within the Branch.
• Capacity to influence decisions at management level
• Communicates effectively and able to explain complex Business issues
• Drives high performance in branch teams.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB
• Certified Public Accountant CPA Section 2