Vacancies at Gulf African Bank

Key Responsibilities:
Acquisition: Business Development

• To ensure growth of Branch SME portfolio (NFI, deposits and assets) through the acquisition of new to Bank customers through the Business sales officers and lead generation
• Actively generates referrals to all business partners in the bank to help meet the comprehensive financial needs of entrepreneurs or borrowing entity.
• To ensure acquisition of customers to digital channels
• To effectively manage and expand the relationships with existing SME banking clients and bringing in new partnerships from existing portfolio so as to ensure business growth and continuity
• Portfolio profitability (Cross-sell & Retention)
• Grow SME customer portfolio size (Product per customer, non-funded income, deposits and assets) by deepening existing customer relationships
• Ensure a clear retention plan for overall portfolio deposits and loans for the segment, to execute this plan in conjunction with the Branch Managers.
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• Monitor account planning for all clients that will assist in advising on potential financial solutions based on identified needs
• Ensure customers are notified of maturing fixed deposits for appropriate action and encourage retention
• Assist in Resolving client queries in a timely and appropriate manner
• Assist in collaborating with product specialists, to deliver effective customer solutions.
• Ensure Fulfillment of minimum customer relationship touch points – e.g., 1 visit every quarter and 1 call and email a month depending on customer segment
• Assist in growth of given portfolio through the use of desired channels such as the SME Business Hubs/ digital platforms i.e. B2 B
• Prepares and submits all reports may prepare management reports summarizing individual and team loan activity.
• Ensure all customers are on-boarded on a digital platform i.e. Gab Pesa, Internet banking
• Ensure Product Per Customer of 5 across the portfolio
• Understand nature of businesses, their life-cycles and the various product offerings that can be given to the customer.
• Evaluate credit proposals and ensure the credit applications process on a timely basis within the Bank’s set turnaround times.

Customer Service and customer information

• Obtaining account opening documentation from new customers
• Opening of accounts for customers in the system and ensuring minimum required information is captured and customer given a CIF number.
• Following up with customers in the portfolio for missing information
• Maintaining/ Updating customer data on parameters such as Business turnover/ directors details etc.
• Ensure all customer engagements are recorded accordingly

Compliance:

• Ensure compliance with both internal and external regulatory requirements (KYC, AML and other bank processes.
• Continuously follow business operational and credit policies ensuring their compliance.
• 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.

Knowledge and Experience Required for this Role

• University degree in a business-related field
• Professional qualifications an added advantage
• Minimum 5 years of experience in banking, with at least 3 years handling SME

Job-Specific Skills and Competencies

• Excellent sales and business development skills
• Relationship management and interpersonal skills
• Financial and analytical skills
• Communication skills
• Problem solving skills and decision-making ability

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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