Senior Relationship Manager at NCBA Bank

Job Purpose Statement

Manage a portfolio of corporate customers within the Oil & Gas sector; serve as their primary point of contact and financial advisor as well as prospect and acquire new corporate customers to grow the Bank’s revenue and share of wallet for the assigned sector in line with the Bank’s strategy.

Apply experience in corporate relationship management to develop and implement account plans for the existing portfolio within the assigned sector target market, recommend, structure and sell solutions that address the customers’ needs, with the support from the solution/product teams in order to meet assigned goals and target.

Customer acquisition, satisfaction, growth and retention are critical to succeed in this role. Collaborate with the all stake holders to ensure fulfilment of all deliverables. When assigned, serve in acting capacity in the absence of the Head, Corporate Banking, Nairobi Region.

Key Accountabilities (Duties and Responsibilities)

Financial 40 

• This position is responsible for achievement of the portfolio’s annual financial targets both P&L and balance sheet.
• Balance Sheet Growth
• Profitability: Profit Before Tax (PBT)
• Clear and effective portfolio growth strategy that is translated into performance scorecards that deliver revenue, profitability and share of market objectives.
• PAR contained within the limits set.
• NPL < 5%.
• PAR aggressively managed within the first 30 days to minimize conversion to NPL status.

Internal business processes 20 

• Responsible for adhering to approved policies and procedures and providing feedback on the same so as to keep them competitive.
• Audit issues closed within the quarter of identification, or within the agreed time frames, whichever is shorter.
• Nil repeat findings
• 100% SLA Adherence
• 100% adherence to agreed turnaround times

Customer 20 

• Driving customer satisfaction, developing and growing relationships with existing and potential customers, identifying opportunities for business development and guiding product development.
• Accurate real-time CRM data

Customer satisfaction:

• Net Promoter Score
• CSI/RSI

Learning and growth 20 

• Delivering the performance objectives set and managing his/her own learning and development to build capacity and avail him/herself for coaching and training opportunities.
• Level of own development plan maintenance.
• Own competency score. When assigned, this position is responsible leading the delegated team, manage performance through motivation, coaching and training:
• Maintain a high performance at an average performance rating of 90% for the team, reviewed monthly.
• Up-to-date competency assessments and development plans for the team.
• Product knowledge for the team – average rating of 98%.
• Nil disruption to business / loss of business due to lack of appropriate numbers of qualified, available staff.
• Employee Engagement score.
• Leadership – 360-degree feedback score

Job Specifications

Academic:

Bachelor’s degree from a recognized accredited university.

Professional:

At least 8 years’ experience in Commercial Banking, 3 of which should have been in management capacity in a similar sized organisation.

Desired work experience: 

• Proven track record of consistently achieving a commercial department’s financial growth, with a market reputation of being a trusted advisor on matters pertaining to banking.
• Significant experience in Corporate Banking. Experience in products, bank operations and customer experience is highly desirable.
• In-depth knowledge of the local banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general Corporate Banking regulations and practices.

Job Dimensions

Reporting Relationships: jobs that report to this position directly and indirectly

Direct Reports – Relationship Managers where applicable

Indirect Reports – TBC

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal

All Bank departments

External

Commercial Banking customers, financial institutions, industry players, national and county governments, regulators, etc.

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if applicable for the role. 

• Pricing structures and negotiation parameters.
• Recommending the product offering for the portfolio.
• Approval of expenditure within discretionary powers delegated through the Head of Industry, provided that such expenditure is within the approved strategy and annual budget for the Bank.

Work cycle and impact: time horizon and nature of impact (Planning)(e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year)

The job holder works on an annual cycle.

NCBA Bank Core Value Behaviours

Technical Competencies

Behavioral Competenies