Relationship Manager – Nairobi Region

Sidian Bank is a Kenyan financial institution established in 1984, specializing in banking and financial services. Headquartered in Nairobi, Kenya, the bank focuses on providing comprehensive financial solutions.

The Relationship Manager at Sidian Bank is tasked with driving business growth and profitability within an assigned customer segment by effectively managing client relationships. Key responsibilities include achieving sales targets, increasing wallet share, and ensuring sustained business expansion. The role involves actively selling and upselling the bank's diverse products and services, delivering exceptional customer service, and building lasting, mutually beneficial relationships with clients. The manager will contribute to branch strategic planning, develop individual business plans, and implement initiatives to increase new business and grow the existing portfolio in both assets and liabilities. They are expected to monitor business activities, identify new opportunities, and ensure compliance with the bank's credit policy and regulatory guidelines.

1. Contribute to branch operational planning by developing and executing an individual business plan aligned with growth objectives.
2. Formulate and implement personal initiatives to increase new business and expand wallet share from existing clients.
3. Take full responsibility for all product lines and sales/business development for new and assigned portfolios.
4. Achieve business growth targets for the business portfolio, covering both assets and liabilities, ensuring income, quality, and portfolio expansion.
5. Drive client recruitment, increase transactional income, and cross-sell products according to bank targets.
6. Develop new business opportunities and monitor activities in line with the bank’s strategic plans, adapting to market changes and customer needs.
7. Establish a focused relationship management system to boost business flow, deposits, lending, and revenues from new and existing customers.
8. Enhance controls and monitoring for high-quality lending and ensure full compliance with the Bank’s Credit Policy and CBK guidelines.
9. Build and maintain strong relationships with customers and partners, ensuring mutual benefit and fulfillment of the brand promise.
10. Ensure compliance with the Environmental Social Management (ESM) policy in daily branch operations.
11. Proactively manage Portfolio at Risk (PAR) by leveraging a trusted advisor position with customers.
12. Utilize the bank’s MIS system for performance tracking, customer satisfaction monitoring, and report generation.
13. Enhance brand creation by delivering valuable solutions to customers, shareholders, and partners.
14. Build the Sidian Bank Brand to ensure top-of-mind awareness as an enterprise bank.
15. Analyze local market trends and competitor offerings to provide clear direction to the branch.
16. Establish relationships with key clients and business influencers, including client entertainment within budget.
17. Support product specialists and the sales team in marketing initiatives and products to local businesses.
18. Drive positive customer experience and advocacy to build a base of promoters, achieving set customer satisfaction scores (CSAT, CES, NPS).
19. Coordinate branch initiatives to gather customer feedback on service standards and advise the Branch Manager on improvements.
20. Engage with customers and support them during personal needs to develop strong bonds and loyalty.
21. Minimize customer attrition by offering solutions and proactively responding to queries and complaints.
22. Achieve minimum client visits and customer engagement forums annually.
23. Identify financial and non-financial requirements of High Net Worth (HNW) clients through needs analysis.
24. Support branch operations as assigned by the Branch Manager during leave or emergencies.
25. Adhere to branch opening, cash, and other policies and procedures if assigned as a Branch custodian.
26. Set performance objectives and measures of success in liaison with the Branch Manager and provide regular feedback.
27. Identify personal career path within the bank.
28. Stay informed with staff communications and attend staff meetings.
29. Prepare and actualize an annual Personal Development Plan (PDP).
30. Adhere to bank policies, procedures, dress code, code of conduct, and HR policies.
31. Ensure closure of identified audit deficiencies within stipulated timelines and prevent repeat findings.
32. Achieve set learning/training hours through e-learning and internal training activities.

1. University degree or higher in a relevant business discipline such as business administration or finance.
2. At least 7 years of experience in retail and/or commercial banking.
3. Minimum of 4 years of sales experience.
4. Sound knowledge of Retail Banking/SME products, services, and processes, with exposure to branch operations or customer service.
5. Profound understanding of the retail market, key competitors, and competitive advantages.
6. Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
7. Strong leadership, marketing, sales, and management skills.
8. Highly effective communicator with excellent interpersonal and motivational skills.
9. Solid performance management and motivational skills.
10. Excellent relationship building and stakeholder management skills.
11. Strong managerial, planning, analytical, decision-making, lateral thinking, and project management skills.
12. Diploma in Banking – AKIB (added advantage).