Senior Relationship Manager

Job Purpose Statement

The role holder will manage a portfolio of large corporate customers; serve as their primary point of contact and financial advisor as well as prospect for and acquire new corporate customers to grow the Bank’s revenue and share of wallet for the assigned industry in line with the Bank’s strategy. Customer acquisition, satisfaction, growth, retention, cross selling and prevention of
business loss are critical to succeed in this role. This role will be responsible for preparation of credit applications, annual reviews and all customer related credit requests for approval. Apply experience in corporate relationship management to develop, implement and update account plans for the existing portfolio within the assigned industry 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 targets. Customer engagements and activities to be documented through call reports. Proactively engage with internal support teams to ensure customer fulfilment while ensuring strict adherence with all policy requirements including proper documentation, routine portfolio monitoring, controls and exemptions management (compliance with credit, AML/KYC requirements). Actively coach Assistant Relationship Managers in aid of their achievement of performance targets. Relevant experience in the specific sector will be an added advantage.


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
Internal Customer Satisfaction
Interdepartmental CSI/CES scores


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


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: Senior Relationship Manager (SRM)

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.


Bachelor’s degree from a recognized accredited university.
Master’s degree in strategic management or business administration, or other similar relevant qualification.


Professional Experience:

At least 8 years’ experience in Corporate 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 corporate 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.


Budget/ accountability:

Revenue budget of Kes 300Mn p.a
Net balance sheet growth of 15% p.a
3 new customers p.a in line with the Corporate Customer Value Proposition):
Minimum Assets Kes 400m or Liabilities of Kes 500Mn)
Industry strategy formulation and implementation
Additional KPIs to be assigned by the Sector Head as per bank’s performance management policy.
Closing on: Jul 1, 2022


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About NCBA Group

On 6th December 2018, it was announced that NIC Bank, an institution with a rich history of retail banking; and CBA Bank, a forerunner of innovation in the banking space, would be merging to form a new bank with unmatched strength, expertise and regional reach.

The new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds — from cutting edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from best-in-class choice of products to investment solutions tailored to your specific needs.

Our extensive branch network and friendly service mean that you are part of the most universal yet personal bank in East Africa.