Relationship Manager, Retail & SME Banking at Westfield Consulting

Purpose/Job Dimension

The job holder will drive product sales and ensure growth in volume and value of accounts in line with set targets.

Key Roles and Responsibilities

• Serve as client’s advocate and trusted advisor on financial matters.
• Handle all client enquiries effectively and resolve complaints appropriately.
• Build relationships with customers and organizations.
• Build good relationship with business heads to drive products sales and acquisition within identified markets.
• Build, strengthen, and leverage internal networks, alliance partnerships and relationships.
• Sell, Cross-sell and Upsell the Bank’s products for optimum build-up of revenue.
• Implement marketing strategies / programs laid out by the Bank to boost profit.
• Listen to customer requirements and present appropriate solutions to make a sale.
• Achieve set deposit targets / Contributions by acquiring business / investment deals from Individuals and Corporate entities.
• Source clients for both savings, Current and fixed deposit accounts in line with set target.
• Create quality risk assets to meet set targets.
• Package customers’ credit requests in line with credit policies & procedures of the bank
• Monitor and ensure customers’ compliance with credit agreements.
• Manage client expectations regarding what can and cannot be done by the Bank.
• Ensure proper know your customer (KYC) requirements are conducted on customers.
• Draw up work schedules for identifying and marketing prospective customers.
• Maintain good public relations with current and prospective customers.
• Plan and report on Marketing calls for the unit.
• Monitor the unit’s performance against monthly/quarterly/annual plans.
• Deliver high-quality client service and customer retention approach to manage client relationships and enhance product sales.
• Achieve agreed individual performance targets for deposit growth, income generation, product sales and new client growth targets.

Required Skills and Competencies    

• Business acumen and analytical skills
• Excellent Relationship Management and interpersonal Skill
• Good level of computer program (MS. Word & Excel)
• Good understanding of business process
• Attention to detail.
• Enthusiastic, passionate with a commitment to delivering exceptional standards of customer service always.
• Proactive decision-maker
• Analytic skills/Problem Solving.
• Unquestionable integrity and high level of commitment

Experience and Qualifications    

• Degree in Finance, Accounting, Economics, or related discipline in a recognized institution. A postgraduate qualification or relevant professional certification would be an added advantage.
• A minimum 4 – 7 years’ continuous banking experience in sales and credit with a minimum of 2 years in a supervisory position for more experienced candidates.
• Good knowledge of Basic Accounting and Financial Analysis, Business Law, Business/Financial Advisory services, Banking Operations, Leasing, Trade Services, Laws, and regulations relating to Banking.
• Credit Risk Assessment and Analysis skills, relationship management and networking skills, excellent business writing and presentation skills.
• Good understanding of economic trends and implications on the banking/finance sector

Key Performance Indicators    

• Customer growth in volume and value
• Customer experience and cross selling
• Customer satisfaction index
• Customer retention index
• Profitability rate
• Quality and Timeliness of Reporting