RELATIONSHIP MANAGER - SME BANKING

KEY RESPONSIBILITIES:

• Accountable for the strategic direction, developments, and implementations of business strategies to deliver performance and ensure growth, profitability and sustainability of SME and Business Banking portfolio.

• Ensure SME MIS ratio is being met. I.e., more CASA vis a vis Fixed Deposits, whilst driving transactability.

• Expand the portfolio of activeness through proactive customer engagement / visitations.

• Conduct research to identify potential new customers and maintain database of potential customers.

• Interpret overall SME Banking strategies into implementable plans and communicate across network, (work hand in hand with branch network team).

• Drive business performance against Key Performance Indicators as agreed with Head of Consumer Banking and Head of Products in areas including balance sheet growth, sales and revenue growth, credit and customer experience paying attention to customer needs. Risk and control as per the bank’s laid procedures.

• Define, agree, and implement strategies and processes that will support the business growth in conjunction with branch management to ensure respective targets are met.

• Review and report to the Head of Consumer Banking and Head of Products on the total performance of the segment on a regular basis (daily/weekly/monthly) and develop short term strategy shifts to ensure delivery of overall performance targets.

• Provides product specialists with qualified referrals for cross-sell (Select Banking, Channels, Custodial Services, Workplace Banking). Responsible for overall parent relationship management and providing a wide range of treasury, trade and credit finance products and solutions.

• Monitors borrowing account performance and take any required action, after consulting with Unit Head.

• Understand the local business drivers and issues that have an impact on the segment performance.

• Research competitor products in the local market and make suggestions on improvements or changes to product teams.

• Identify business improvement opportunities and make appropriate recommendations to the Head of Products e.g., service initiatives, improvement on existing products and processes, opening or closure of branches that will affect customer experience.

• Analyze information received through the branch network and provide recommendations for input into short, medium, and long-term SME Banking strategy.

• Conceptualize and crystallize new product ideas into concrete business cases and proposals.

• Analyze historic and projected financial information to identify key issues, monitor compliance with covenants and ensuring asset book is maintained at required NPA levels.

Key Measures:

• Financials: Growth in Revenue, TNR per customer, PBT, contribution through retention and increase of cross-sell.

• Sales: Growth in customer base, achievement in NTB targets.

• Portfolio: Positive portfolio growth; low dormancy, high transactability, cross selling– minimum ratio of 1:2.

• MIS & BS: Achieve overall deposit target with major growth in CASA, achieve asset target with low NPAs.

Relationship and Customer Service Management:

• Ensure retention of deposits at a competitive level in consideration of optimal cost of funds to avoid loss business.

• Monitor maturity of fixed deposits (FDs) on a regular basis and manage retention while engaging customers for trans-actability on CASA.

• Understand and articulate aggregated portfolio requirement feedback, to shape the customer proposition and product offering.

• Ensure high quality, knowledgeable service levels working closely with branches to exceed customer expectations.

• Act as the escalation point for customer pain point / serious complaints in order to address their issues quickly. Visit key clients such as high net worth on request from the branch managers and relationship managers.

• Ensure SME Banking NPS scores is being met.

Key Measures:

• Customer Retention: Achieve NPS score and Customer Satisfaction Score (internal & external customer service survey).

• Achievement of customer service KPIs (dormancy ratio, TAT, complaint handling).

Credit Management:

• Provide support to the credit risk team by ensuring submission of relevant information for preparation of credit applications.

• Follow up on timely submission of executed security documents and offer letter after a credit proposal has been approved.

• Engagement and follow up to borrowing customers, ensuring accounts remains healthy

• Regular monitoring of compliance with board or management credit committee (BCC/MCC) directives

• Ensure the credit approval conditions and covenants are met by clients as per the Bank’s requirements

• Ensure compliance to Anti-money laundering (AML) and Know your customer (KYC) to all clients

• Ensure turnaround time (TAT) for client’s applications are achieved through monitoring the flow of process

Key Measures:

• Arrears Report: Maintain tolerated NPA ratio

• Update and maintain risk procedures and systems with respect to risk identification, risk assessment, risk monitoring, risk mitigation strategies and risk reporting.

• Ensure effective adoption and utilization of risk management tools.

• Drive remediation of risk management exceptions identified during audit or risk reviews

• Promote risk management culture.

• Monitor submission of insurance, valuation reports and financials for debtors, creditors and stock list etc.

• Ensure timely submission of call reports and any other reports from time to time

Administration:

• Support the head of consumer banking in preparing and providing inputs for relationshiprelated budget for board approval

• Perform any other duties as may be assigned by the immediate supervisor from time to time

QUALIFICATION:

• Bachelor’s degree in Business Administration, Finance, Economics, Marketing or any other related field

• A minimum of 3 years of working experience at Senior Officer level