Relationship Officer – Banking Sales & Client Management

About the role

The Relationship Officer will manage client relationships, drive sales targets and grow the bank’s wallet share within the assigned customer segment. The role focuses on selling, cross‑selling and delivering excellent service while building long‑term profitable relationships.

Key responsibilities

• Develop and implement a personal business plan aligned with branch growth objectives, targeting new client acquisition and increased wallet share.
• Achieve business growth for both assets and liabilities by meeting income, quality and portfolio targets.
• Cross‑sell bank products, manage customer experience, and meet defined CSAT, CES, and NPS scores.
• Ensure compliance with Credit Policy, Central Bank of Kenya guidelines and the Banking Act.
• Support branch operations, including cash handling procedures and emergency coverage.

Required profile

• University degree in Business Administration, Finance or a related discipline.
• Minimum 4 years of experience in retail or commercial banking, including at least 2 years in sales.
• Strong understanding of retail banking/SME products, CBK regulatory framework and KYC compliance.

Required skills

• Knowledge of retail banking processes and branch operations.
• Ability to use the bank’s MIS system for performance tracking and reporting.