Relationship Manager Retail – Coast and Nairobi Branches

Gulf African Bank PLC is a financial institution founded in 2006, based in Nairobi, Kenya, offering banking and financial services.

The primary purpose of this role is to achieve significant business growth within the retail banking segment. The Relationship Manager will be responsible for overseeing all accounts in their assigned portfolio, utilizing lead generation and account prioritization strategies to effectively cross-sell the bank's products and maximize value. This involves actively building and maintaining strong customer relationships and ensuring accurate account information is kept.

1. Ensure growth of the Branch Retail Portfolio (Non-Funded Income, Deposits, and Assets) by acquiring new customers through business sales officers and lead generation.
2. Actively generate referrals to all bank business partners to meet the comprehensive financial needs of entrepreneurs or borrowing entities.
3. Ensure customer acquisition onto digital channels.
4. Effectively manage and expand relationships with existing Retail Banking clients and foster new partnerships from the current portfolio to ensure business growth and continuity.
5. Increase the Retail customer portfolio size (products per customer, non-funded income, deposits, and assets) by deepening existing customer relationships.
6. Develop and execute a clear retention plan for overall portfolio deposits and loans for the segment, in collaboration with Branch Managers.
7. Monitor account planning for all clients to advise on potential financial solutions based on identified needs and assist in timely resolution of queries.
8. Collaborate with product specialists to deliver effective customer solutions.
9. Ensure fulfillment of minimum customer relationship touch points, such as quarterly visits and monthly calls/emails, depending on the customer segment.
10. Prepare and submit management reports summarizing individual and team loan activity.
11. Ensure all customers are onboarded on digital platforms like Gabpesa and internet banking, aiming for a Product Per Customer (PPC) ratio of 3 across the portfolio.
12. Understand businesses, their life cycles, and various product offerings suitable for customers.
13. Evaluate credit proposals and ensure timely processing of credit applications within the bank’s set turnaround times.
14. Maintain and update customer data, including business turnover and director details.
15. Ensure all customer engagements are recorded appropriately.
16. Ensure compliance with both internal and external regulatory requirements.
17. Continuously follow and comply with business operational and credit policies.
18. Ensure compliance with all applicable laws, regulations, and the Bank’s internal policies and procedures during task execution.

1. University degree in a business-related field.
2. At least two (2) years of banking relationship management experience.
3. Experience in portfolio management within a financial institution.