Senior Relationship Manager Commercial Banking Job in Kenya

Job Purpose Statement

Deliver exceptional Commercial banking growth through the provision of efficient business development, customer retention Operational efficiency.

Duties And Responsibilities

Perspective % Weighting (to add up to 100%) Output

Financial (45%)           

  • Formulate and implement sales plans/strategy aimed at identifying and attracting new loan and deposit clients to the bank and increasing the share of wallet from existing customers.
  • Develop a clear aggressive sales pipeline to both existing and potential customers ensuring to file all call reports to the Head of Business Banking. 
  • Collaborating and coordinating the development and implementation of sales initiatives with BMs, RMs & the Sales Team to maximize on selling opportunities.
  • Monitor market conditions and trends and constantly give feedback to the Head of Commercial Banking and Head of Product Development.
  • Develop a strong customer relationship management system aimed at customer retention and maximizing on every relationship.

Internal business processes (40%)  


  • Ensure that Bank’s Credit Policy is adhered to at all times in granting facilities
  • Ensure all KYC & AML processes are followed with regards to new business and proper documentation is in place
  • Review all information, documentation and loan application package obtained from the applicant for adequacy, completeness and compliance with all Commercial Banking requirements.
  • Contribute to the loan decision-making process by providing in-depth, high-quality credit analysis and comprehensive loan write up for presentation to the Credit Committee for review.
  • Review and manage NSF Report to ensure no loss arises from operational lapses and ensure compliance with operations risk requirements
  • Monitor the loan related accounts for arrears and work with the borrowers towards 0% portfolio at risk.
  • Follow up and obtaining of security documentation and other particulars stipulated in the sanction to facilitate perfection of security documentation and loan disbursement.
  • Client visits and unit inspections where there is lending to monitor the utilization of the loan proceeds and explore other opportunities of increasing the wealth share.

Customer (5%)                                   

  • Execute a focused relationship management and sales strategies that will result in increased revenue, profit, share of wallet and contained PAR within Bank guidelines.
  • Identifying customer needs not met by existing products and the implementation of new products   and services
  • Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship.
  • Develop and continuously review the account plans and customer growth plans.


  • Improved customer Relationship Index
  • Improved Experiential Net Promoter score
  • Improved Customer effort score

People Management, Learning & growth (10%)                    

  • Demonstrate NCBA bank values
  • Drive and embed a strong performance culture through an inspiring and rigorous performance management discipline for self, RMs & Client Service Officers in the designated region. 
  • Ensure continuous learning and development to attain required learning hours 



  • Bachelor’s Degree in business related field.
  • Master’s Degree will be an added advantage


  • Professional Qualification CPA, ACCA, Credit Management, Customer Relationship Management Course.

Desired work experience:

  • Above 10 years banking experience in sales, customer service and relationship management.
  • Credit skills and knowledge of Commercial Banking products and policies

Technical Competencies

  • Knowledge of Banking and Business Operations: Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures
  • Risk Management: Ability to anticipate and mitigate risk by developing appropriate Risk Management Policies for the Bank
  • Audit Standards and Legislations: Excellent knowledge of International Accounting and Audit Standards, and Legislations
  • Compliance and Regulatory Framework: Top notch understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KRA, KIB, etc.
  • Conceptual and Analytical Skills:  Ability to quickly grasp and understand systems and keen to detail
  • Technology Skills: Knowledge of computerized Internal Audit Techniques, Computerized accounting and financial systems, banking applications and spreadsheets

Behavioral Competencies

  • Communication and Interpersonal Skills: Ability to build rapport easily with customers, have well developed oral and report-writing skills, and have the ability to work with, lead and build motivated teams
  • Results and Achievement Oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others he leads
  • Personal Ethics: Must be honest, fair, just but firm with himself, and of high integrity

Negotiation Skills: Must be a good negotiator, particularly in changing behavior and work practices but always Win/Win

How To Apply

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