Relationship Manager, Mwanza (SME Banking)

This is a mid-to-senior banking relationship-management role focused on building and managing a portfolio of Small and Medium-sized Enterprise (SME) customers. The Relationship Manager is responsible for growing deposits and lending, increasing profitability, retaining customers, identifying new business opportunities, and ensuring the SME portfolio remains healthy and compliant.

The role combines sales, relationship management, credit awareness, portfolio management and customer service. The employer is looking for someone who already understands SME banking and can demonstrate a history of achieving financial and portfolio-growth targets.

Key responsibilities

• Develop, expand and manage a portfolio of SME customers.

• Achieve annual portfolio targets for revenue, profitability and balance-sheet growth.

  

• Grow SME customer deposits, including Current Account/Savings Account (CASA) and Fixed Deposits.

• Grow the SME lending portfolio while maintaining good asset quality.

• Acquire new-to-bank SME customers and funded accounts.

• Build and maintain strong relationships with existing and prospective SME clients.

• Conduct detailed needs assessments to understand customers’ financial requirements.

• Understand customers’ short-term and long-term financial goals and changing financial circumstances.

• Recommend appropriate banking products and solutions based on customer needs.

• Proactively manage the portfolio to maximize revenue from fees, margins and product sales.

• Control portfolio-related costs and risks.

• Explain lending application requirements and credit-maintenance procedures to SME customers.

• Ensure customers understand account-conduct expectations.

• Monitor the quality of the SME loan portfolio and keep Non-Performing Loans (NPLs) within the required limits.

• Manage Portfolio at Risk (PAR) within the bank's approved limits.

• Cross-sell digital banking solutions, bancassurance, invoice/premium financing (IPF), foreign exchange (Forex) and Trade Finance products.

• Identify opportunities to increase the bank’s share of wallet among existing SME customers.

• Identify and pursue new SME business opportunities.

• Maintain accurate and up-to-date customer and prospect information.

• Keep CRM records accurate and updated in real time.

• Work closely with Client Service Managers and other internal support functions to resolve customer needs.

• Collaborate with credit, operations, product and other bank departments to ensure customer requirements are fulfilled.

• Maintain high levels of customer satisfaction and support positive Net Promoter Score (NPS) and customer satisfaction results.

• Ensure compliance with credit policies, banking regulations and internal procedures.

• Ensure audit findings are addressed within the required timelines and prevent repeat findings.

• Maintain 100% adherence to service-level agreements and agreed turnaround times.

• Provide feedback on policies and procedures to help improve competitiveness and service delivery.

• Meet individual performance objectives and maintain a personal development plan.

• Participate in training, coaching and professional development activities.

Qualifications and experience

• Bachelor’s degree from a recognized and accredited university.

• At least 5 years of experience in Retail and SME Banking.

• Proven experience in Relationship Management within a bank or financial institution.

• Demonstrated history of consistently achieving portfolio financial-growth targets.

• Good knowledge of SME banking products and services.

• Understanding of banking operations and customer experience.

• Knowledge of the local banking industry.

• Good understanding of banking products and financial services.

• Knowledge of banking regulations and compliance requirements.

• Sound understanding of Commercial Banking regulations and practices.

• Strong customer relationship-management skills.

• Strong business-development and sales capabilities.

• Ability to identify customer needs and recommend appropriate financial solutions.

• Good understanding of credit and portfolio-risk management.

• Ability to manage multiple customer relationships and financial targets.

What this role really involves

The core objective is to make the SME portfolio grow while keeping it profitable and healthy.

The Relationship Manager is expected to bring in new SME customers, increase deposits, grow quality lending, sell additional banking products and retain existing customers. At the same time, the person must monitor credit quality and ensure that NPL and PAR remain under control.

A strong candidate should therefore be able to demonstrate measurable achievements such as:

• Increased SME deposits.

• Increased SME loan portfolio.

• New customers acquired.

• Revenue or PBT growth.

• Successful cross-selling of banking products.

• Low NPL and PAR levels.

• Strong customer-retention results.

• Achievement or exceeding of annual sales targets.

Seniority level

Mid-to-senior level — SME/Relationship Banking

The most important screening requirement is the combination of 5+ years of Retail & SME Banking experience and proven Relationship Management experience. Candidates coming primarily from general administration, accounting, customer service or non-banking sales without substantial SME banking exposure would be less aligned with this position.