Relationship Manager at NCBA Group Plc
Job Overview
Relationship Manager at NCBA Group Plc
Relationship Manager
NCBA Group Plc
Job Purpose Statement
Manage a portfolio of corporate customers; 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 portfolio in line with the Bank’s strategy.Job vacancies
Apply experience in Corporate Relationship Management to:
Develop and implement account plans for the assigned portfolio target market.
Structure and sell solutions that address the customers’ needs.
Customer acquisition, satisfaction, growth, and retention are critical to succeed in this role.
Collaborate with all key stakeholders within the bank to ensure fulfilment of all deliverables.
Actively engage Client Service Managers and other support functions towards seeking customer excellence.
Key Accountabilities (Duties and Responsibilities)
Financial (40% Weighting):
This position is responsible for achievement of the portfolio’s annual financial targets both P&L and balance sheet.
Balance Sheet Growth.
Profitability: 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% Weighting):
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% Weighting):
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% Weighting):
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.
Reporting Relationships:
Direct Reports: N/A
Indirect Reports: N/A
Job vacancies
Stakeholder Management:
Internal: All Bank departments.
External: Corporate Banking customers, financial institutions, industry players, national and county governments, regulators, etc.
Decision Making Authority/Mandates/Constraints:
Pricing structures and negotiation parameters.
Recommending the product offering for the portfolio.
Escalation point to sustain value-add customer relationship.
Work Cycle and Impact:
The job holder works on an annual cycle.
Academic:
Bachelor’s degree from a recognized accredited university.
Professional:
At least 5 years’ experience in Corporate Banking and Relationship Management experience in a Banking or Financial institution environment.
Desired Work Experience:
Proven track record of consistently achieving a portfolio’s financial growth.
Experience in products, bank operations, and customer experience is highly desirable.
Knowledge of the local banking industry, banking products, banking services, and banking regulations.
Sound working knowledge and understanding of general Commercial Banking regulations and practices.
Technical Competencies:
Banking: Broad based working/operational knowledge of banking (breadth and depth). Certification in multiple areas of banking and/or banking support services. Reference point and mentor for customers, colleagues, partners, for areas of expertise.
Leadership: Exercises self-leadership delivering assigned work in line with professional and technical standards within given time frames. Is reliable and works collaboratively. Has the cognitive intelligence to draw together contrasting strands of information and present a compelling position. Adheres to the company’s values and policies and delivers to set objectives. Has high moral intelligence.
Customer Management: Creates value-adding solutions drawn from different product offerings to address client needs. Socializes and sells the solution to the different stakeholders as appropriate. Closes the sale and monitors realization of value for both the client and the bank.
Behavioral Competencies:
Emotional Intelligence: Knows own strengths and limits; aware of own emotions and the effect they have on others and has the self-control to keep disruptive emotions and impulses in check.
Social and Cross-cultural Awareness: Interacts with people (colleagues, customers, stakeholders, and the public at large) in different social and cultural environments, showing respect and positive regard for them in an ethical and appropriate manner that is consistent with the values of the organization.
Agile: Able to change plans, methods, opinions, or goals in light of new information, with the readiness to act on opportunities.
This JD is signed-off with reference having been made to the organization’s core values and aligned competencies against these values.
How to Apply:
