📍 Location
Nairobi, Kenya
💼 Type
Full-time
📅 Posted
about 17 hours ago
⏰ Deadline
09 Sep 2026
BankingSenior Level
Job Description
Senior Relationship Officer – Rongai Branch
Senior Relationship Officer – Rongai Branch
JOB PURPOSE
The jobholder is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. To sell, cross/upsell and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.
KEY RESPONSIBILTIES
•Branch strategic input and planning
•Business Growth & Development
•Marketing & Brand Management
•Relationship Management & Customer experience
•Branch Operations
•Personal Leadership & Development
•Risk & Compliance
_Branch Strategic input and planning:_
•Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
•Formulate and implement personal initiatives for assigned and new business portfolio aimed at increasing new business and share of wallet from existing clients.
•Prepares a personal action plan that contributes to the overall branch budget.
_Business Growth & Development:_
•Full responsibility for all product lines and all sales and business development for new and assigned business portfolio.
•Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality and portfolio growth targets are achieved.
•Growth in client recruitment, increased transactional income, cross selling of products ,Customer relationship management as per set bank targets.
•Develop new business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
•Develop a new customer base by expanding markets and cross selling the bank products.
•Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
•Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
•Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
•Enhancing relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise and updating the call reports.
•Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.
•Leverage position as a trusted advisor to the customers to proactively manage PAR.
•Utilise the banks MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable
_Marketing & Brand Management_
•Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
•Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
•Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
•Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business.
•Support product specialists and the sales team in marketing of initiatives and other products to local businesses.
_Relationship Management & Customer experience_
•Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
•Achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score and Net Promoter score (NPS).
•Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
•Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
•Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
•Achieve the required minimum client visits and customer engagement forums per year.
•Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis
_Branch Operations:_
•Support branch operations as assigned by the Branch Manager to manage leave and other em
How to Apply
Interested candidates should apply through the official Sidian Bank website. Only shortlisted candidates will be contacted. Sidian Bank does not charge any fees at any stage of recruitment.
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