Relationship Manager - MSE at I&M Bank

PURPOSE:

The Relationship managers support the DGM in growing and managing the segment business portfolio in all the MSE classified accounts across the network. Participating in portfolio growth activities, giving ideas on how to improve client satisfaction through product enhancement and service delivery, and making follow ups to ensure credit facilities are serviced on time. Actively be liaison between the branch and the other stakeholders/ department as far as MSE customers are concerned.

The RM is responsible for delivering a growth strategy for their portfolio through the acquisition of new clients as well as maintaining and deepening relationships with existing customers. They will also be required to develop creative and innovative ideas and exploit cross sell opportunities to drive increased usage of the Bank’s products and solutions.

PRIMARY RESPONSIBILITIES:
Reporting to the DGM within Business Banking and will be responsible for:

• Consistently grow the segment portfolio by accelerating the uptake of the suitable customer value propositions, product bundles and solutions applicable to the SB segment in liaison with the branches. Continuous engaging the customers.
• Enhance the relationship between the stock finance Anchor clients and the bank is growing strongly by accelerating Stock finance loans uptake and quality portfolio maintenance.
• Motivating and growing the assigned Direct Sales executives-DSEs in line with the set targets and understanding their mandate in line with the Bank strategy in serving the MSE customers. Getting excellent performance through the assigned resources.
• Develop strong working relationship between the branch business teams in understanding the mandate of the segment in growing the branch business through MSE clients.
• Support the assigned branches/direct Sales team to grow business within the MSE customers both ETB & NTB and the uptake of the existing products.
• Develop plans for growth of the ideal products and identify suitable approach to create awareness to the target clientele.
• Occasionally Design, organize and Conduct customers’ education on new products, processes, and requirements.
• Facilitate credit facilities appraisals/review through the branch teams and make recommendations to the approving authority after strong review and input to determine feasibility of granting loans and make recommendations.
• Conduct regular visits to client’s business premises during loan assessment and monitoring to ensure the quality of the loan is maintained at the expected level. Occasional site visit reports to be filed.
• Accelerate numbers of product count per MSE classified customer and ensure minimum 3products per customer.
• Review credit applications documentation to confirm appropriateness in line with the always laid down processes such as credit & lending policy and procedures.
• Handle customer complaints/feedback and take appropriate action to resolve them within stipulated time and ensure follow through to conclusion.
• Delivery of exceptional performance both through the DSEs and assigned branches by ensuring that clients pay their loans on time by walking their banking journey.
• Negotiate payment arrangements with customers who have excessive delayed payments and organize for loan recovery.
• Regularly review the performance of the portfolio assigned in terms of set Targets, with respect to Total Deposits, Low-cost deposits, CASA accounts, SB advances (including home loans, hire purchase, overdrafts and term loans), non-interest income, and cross selling the Group products;
• Monitoring the health of each portfolio especially on advances by reviewing arrears, account excesses and irregular accounts, among others.
• Generate periodical timely and accurate reports for AGM as requested for decision making in support of driving the MSE strategy.
• Motivating and growing the assigned micro business banker- MBB in line with the set targets and understanding their mandate in line with the Bank strategy in serving the MSE customers. Getting excellent performance through the assigned resources

 PERSON SPECIFICATIONS

Academic Qualifications

• At Least a Bachelor’s degree in Business Administration or its equivalent from a recognized institution.

Experience

• At least 5years relevant experience in the banking industry, 3 of which should have been direct dealing with customers.

General Competencies and Skills

• Ability to interpret customer needs and present suitable bank products and services
• Interpersonal and excellent customer service skills
• Ability to interpret targets and develop plans to swiftly achieve them
• Excellent communication and interpersonal skills.
• Good negotiation and decision-making skills.
• Good planning and organizational skills.
• Ability to work with numbers, conduct analysis of information for decision making.
• Ability to make sound judgment and quick right decisions in the interest of the Bank and the customers.
• Ability to build trust, value others, communicate effectively and proactively drive execution
• Ability to harmoniously work with others, Self-motivated.