Relationship Manager

Sidian Bank Limited is a financial institution founded in 1984, headquartered in Nairobi, Kenya. It focuses on enterprise banking and aims to provide value for customers, shareholders, and partners.

This role involves managing client relationships to meet sales targets and increase wallet share, ensuring sustained business growth and profitability in the assigned customer segment. The jobholder will sell, cross-sell, and upsell the bank's products and services, providing excellent customer service to build long-term profitable relationships. Key aspects include contributing to branch operational planning, formulating individual business plans, and preparing action plans for the overall branch budget. The role requires full responsibility for all product lines and business development for new and assigned portfolios, aiming for growth in assets, liabilities, income, and client recruitment. It also involves developing new business opportunities, monitoring activities in line with strategic plans, expanding markets, and enhancing relationship management systems to generate deposits, lending, and revenues. The manager must ensure compliance with credit policy and CBK guidelines, enhance relationship marketing, manage PAR proactively, and utilize MIS for performance tracking and reporting. Additionally, the role supports branch operations, adheres to personal development plans, and ensures compliance with bank policies and audit findings.

1. Contribute to the completion of the branch operational plan by preparing and implementing an individual business plan focused on branch growth objectives.
2. Formulate and implement personal initiatives for assigned and new business portfolios aimed at increasing new business and wallet share from existing clients.
3. Prepare a personal action plan that contributes to the overall branch budget.
4. Take full responsibility for all product lines and all sales and business development for new and assigned business portfolios.
5. Achieve business growth targets for the Business portfolio (Both Assets and Liabilities) ensuring income, quality, and portfolio growth.
6. Drive growth in client recruitment, increased transactional income, and cross-selling of products as per set bank targets.
7. Develop new business opportunities and monitor business activities in line with the Bank’s long-term strategic and annual business plans.
8. Develop a new customer base by expanding markets and cross-selling the bank products.
9. Develop a focused relationship management system to increase business flow and generate deposits, lending, and revenues from existing and new customers.
10. Enhance appropriate controls and monitoring mechanisms for the development of high-quality lending.
11. Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines, and appropriate provisions of the Banking Act with respect to lending.
12. Enhance relationship marketing and management to establish, maintain, and enhance relationships with customers and other partners profitably.
13. Ensure compliance with the Environmental Social Management (ESM) policy and procedure in day-to-day branch business.
14. Leverage position as a trusted advisor to customers to proactively manage PAR (Portfolio at Risk).
15. Utilize the bank's MIS system for continuous tracking of own performance, monitoring customer satisfaction, and provision of management/statutory reports.
16. Enhance value creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders, and partners.
17. Build the Sidian Bank Brand to ensure the bank is top of mind as an enterprise bank.
18. Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
19. Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits.
20. Support product specialists and the sales team in marketing initiatives and other products to local businesses.
21. Drive customer satisfaction and build a base of promoters by enhancing positive customer experience and advocacy.
22. Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score, and Net Promoter Score (NPS).
23. Coordinate branch initiatives aimed at gathering feedback from customers on service standards and advise the Branch Manager on improvements.
24. Engage with customers and support them in times of personal need aimed at developing strong bonds and loyalty.
25. Minimize customer attrition by offering required solutions and proactively responding to queries and complaints.
26. Achieve the required minimum client visits and customer engagement forums per year.
27. Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis.
28. Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
29. Support the Branch Manager if called upon to be a Branch custodian and adhere to Branch opening, cash, and other policies and procedures.
30. Set performance objectives and measures of success in liaison with the Branch Manager and provide regular feedback from staff appraisal processes.
31. Be responsible for identifying personal career path in the bank.
32. Keep abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
33. Prepare an annual Personal Development Plan (PDP) and ensure its actualization.
34. Adhere to the bank's policies and procedures, dress code, code of conduct, HR policies, and follow laid down grievance and disciplinary procedure.
35. Ensure closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
36. Adhere to the set number of learning/training hours for self and direct reports, through E-learning and internal training activities.

1. University degree or above in a relevant business discipline (e.g., business administration or finance).
2. At least 7 years’ experience in retail banking and/or commercial banking.
3. Minimum of 4 years sales experience.
4. Sound knowledge of Retail Banking/SME products, services, and processes together with exposure in retail banking branch operations or customer service delivery.
5. Profound understanding of the retail market, key competitors, and offerings, as well as competitive edges to win quality customers.
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).