Relationship Manager, Non-Financial Services at I&M Bank

Job Purpose:

• Responsible for developing comprehensive non-financial services value-proposition for Micro & Small and Medium Enterprises and driving measured revenues by delivering the services.
• This role will increase several touch points for our customers and ensure targeted knowledge on the available products, best industry practice, respective market trends and capacity building through selected training opportunities for business growth.

Key Responsibilities:
Strategy:

• Ensure implementation of the NFS strategy and program, ensuring it is aligned with the bank’s overall MSME strategy and business banking targets. 
• Support tracking value and specific customers follow-ups for ultimate benefits from the leads generated from every event.
• Ensure implementation of the day-to-day running of the NFS program and events.
• Communicate, and provide training as appropriate, to bank staff about NFS especially customer facing staff on enhanced skills of growing the wallet size of customers.
• Ensure onboarding of strategic partners (e.g. business associations, non-governmental organizations (NGOs), consulting firms, training institutes), and lead discussion on partnership modalities.
• Continuously monitor and assess the impact of the NFS role to the business with the aim of identifying MSME business support initiatives in the market suitable for potential partnerships.
• Develop a framework where the existing partnerships with technical assistance benefits are properly mapped out and utilized within the tenor of the partnership to empower both the customers & staff.
• Update on regulatory policies affecting the MSME customers and continuously liaise with different market players to maintain deep understanding of their needs and the market trends.
• Monitor and report periodically (e.g. monthly/quarterly) to DGM-SB on NFS performance according to agreed set of KPIs.

NFS- Events Coordination:

• Maintain & run with the diary on different customers’ events including topics, agenda, venue, date, time, and frequency in liaison with the marketing team.
• Create robust links and valuable collaboration with internal and external stakeholders in line with the brand standards.
• Review speaker’s notes/presentation and set dry-runs to ensure alignment with the bank’s strategy and objectives of the event in coordination with DGM-SB.
• Collect and review client feedback forms and obtain informal qualitative feedback from participants and sharing reports with actions points/recommendations immediately. 
• Develop and maintain a centralized electronic database of participants and share updates on the upcoming events for customers to plan for participation.
• Establish framework for an effective business club and design relevant activities that are beneficial to the members. Plan and coordinate the annual events including international and regional business trips.

Content Creation & Website updates:

• Direct liaison with marketing and communication team to feature training modules, relevant articles and upcoming events to our customers to ensure current information to the MSME customers.
• Coordinate with marketing communication team to manage push emails and SMS to registered members related to any announcements, upcoming events, workshops, news, etc.

Business Management Support:

• Develop supportive tools to help the MSMEs have formalized structure, processes, systems, cash management in areas such as HR, Marketing, accounting etc..
• Design empowerment programs that provide advisory services to build capacity to MSMEs for their businesses in marketing, insurance, cash flow management, bookkeeping etc.
• Segment the MSME customers using different criteria to design workshops, training courses and for relevance in their sector and establishments. Structure exposure and Mentorship for the MSMEs.
• Prepare tool kit packages for overall financial literacy targeted mainly to micro & Nano customers.

Academic Qualifications & Work Experience:

• A bachelor’s degree in business-related field.
• 7 years’ Banking experience and knowledge in MSMEs.
• Sales and networking Experience.
• Project Management skills and experience.
• Business club operations experience is an added advantage.    

Knowledge & Skills Required:

• A detailed knowledge of the business landscape and practices.
• A good knowledge of the Bank’s products & services.
• A general awareness of the Bank’s Credit Policy.
• A good awareness of the Bank’s vision and focus especially in relation to business banking customer segments.
• Relationship management skills, Data analysis, Presentation skills, Interpersonal skills. 
• Communication skills, Report writing, Training skills.
• Proven stakeholders’ management skills.
• Cross selling skills.

Special Position Requirements:

• Role-holders will be involved in constant Business banking industry analysis in order to ensure the Bank is up to standard in its practices and procedures.
• The jobholder will design/ develop business customers solutions for the Bank’s clientele, which adequately meet their requirements, while safeguarding the Bank’s interest.
• Constantly monitoring the Bank’s business portfolio and effecting actions to remedy any unfavorable variances.
• Analyzing and assessing any complex Lending issues that may be occasionally escalated by the Branch Managers/Branch Bankers.
• Work together with the regional business teams in organizing quarterly strategic meetings for Branch Managers and Branch Bankers.