Relationship Manager, SME

Key Responsibilities:

SALES AND MARKETING MANAGEMENT

• Put in place annually, an approved target market document with complete information on customer segmentation, target names, products, services, revenues and profitability.
• Deliver set targets for deposits, risk assets, transactions and revenue and the effective management of clients.
• Target assigned customer segments within allocated time and call frequency to generate profitable sales.
• Ensure proper booking of all transactions of customers including deposits, loans, revenues and costs.
• Continually seek new opportunities to market services and bring in new customers by thoroughly understanding the marketing and economic environment.
• Track and maintain allocated performance records including sales tracker, deposits, risk assets, provisions, incomes, costs and all relevant performance indicators on a daily, weekly, monthly, quarterly and annual basis.

RELATIONSHIP MANAGEMENT & CUSTOMER SERVICE 

• Deliver agreed customer and product sales, wallet share and profitability targets.
• Create and monitor customer sales program.
• Achieve minimum of 5 products per customer.
• Responsible for keeping self and supervisors up to date on competitor data and feedback provided for product and service changes or development.
• Achieve minimum customer satisfaction rating of ‘very satisfied’.
• Deliver appropriate product solutions and services to customers in order to deliver at least 75% of customer’s wallet.
• Develop strong internal relationships to support the successful servicing of customers and the delivery of sales targets.
• Build a strong local profile for self and bank through positive involvement in community activities.
• Own customer complaints and resolution process in portfolio and collect all past due obligations.
•  Advice/update customers on all tariffs, policies, procedures and any other changes to products or accounts.
• Ensure proper authorization and contact customers with regard to confirmation limits and any other account management issues.

RISK & COMPLIANCE

• Ensure all credit transactions and credit files in portfolio comply with the spirit and the letter of all applicable laws, regulations and institutional policies.
• Ensure compliance with operations risk e.g. KYC and anti-money laundering measures plus any other Group controls.
• Ensure all credit lines are current, and all credit transactions are duly approved per policy within acceptable TAT.
• Constantly monitor credit portfolio to ensure maximum of 3% NPL. 
• All files with PDO/Arrears position of  over 30 days will be submitted to Remedial Unit with forwarding memo and copy signed by Remedial and kept in the branch
• Operate within the set expense budget on a customer by customer basis.

ADMINISTRATION & TEAMWORK

• Follow up on all pending transactions and ensure completion.
• Maintain customer profiles and files
• Submit the following in a timely manner; daily planner, call memos, sales plans, forecasts, expense refunds etc. 
• Provide feedback on performance of service providers.
• Provide feedback to various sectors on the performance of staff e.g. IT, Operations etc.
• Provide cover for other  account managers or sales Managers when necessary
• Provide honest feedback on performance of colleagues
• Share knowledge and best practice with team members 

Qualifications & Experience

• Bachelor's degree in Sales, Marketing
• Minimum2 Years experience at Account Relationship Officer level Required
• Sales Experience in Financial Environment 
• Credit Appraisal Skills