Relationship Manager, SME - Mombasa Branch

About the role

Gulf African Bank is hiring a Relationship Manager for its SME segment at the Mombasa branch. The role holder takes a holistic view of all accounts in their portfolio, uses lead generation and account prioritisation to cross-sell bank products, and builds customer relationships while maintaining accurate account information.

Key responsibilities

• Grow the branch SME portfolio (non-fund income, deposits and assets) by acquiring new customers through business sales officers and lead generation, and by generating referrals to business partners.
• Acquire customers for digital channels and deepen relationships with existing SME clients to drive growth and continuity.
• Expand the portfolio size (products per customer, non-funded income, deposits and assets) and work with Branch Managers on a retention plan for deposits and loans.
• Monitor account planning, advise on financial solutions, notify customers of maturing fixed deposits and resolve client queries promptly.
• Meet minimum relationship touch points, e.g. one visit every quarter and one call and email per month depending on segment, and grow the portfolio through SME Business Hubs and digital platforms.
• Prepare and submit reports, including management reports on loan activity, and ensure customers are on board with Gab Pesa and internet banking.
• Aim for five products per customer, understand business life cycles and product fit, and evaluate credit proposals within the bank's turnaround times.
• Obtain account opening documents, open accounts and assign CIF numbers, follow up on missing information and update customer data such as turnover and director details.
• Ensure compliance with KYC, AML and other regulatory and internal policies, and record all customer engagements.