Relationship Manager - Select Banking

Job Purpose

• Responsible for client Relationship Management within the assigned portfolio through sustaining customer satisfaction, retain existing customers and generate additional business; acquire customers through various sales activities. 
• Responsible for growing high net worth clients’ Assets and Liabilities from Public Sector, 
Government, Institutional, Corporate and SMEs.

Key Responsibilities/Tasks
• Responsible for Portfolio growth (Assets, Liabilities, Investment products and Insurance) through customer visits, sales, and retention. 
• Continuously monitor utilization of credit facilities and other products such as overdrafts. Identify and resolve under utilization by contacting customers to determine the reasons and escalating service issues .
• Customer retention, maximizing benefit from customers through cross-selling relevant I&M Bank products in the segment.
• Organize/propose quarterly events for customers within the region for more effective engagement and relationship enhancement in order to improve the I&M Bank brand image in the market.

CUSTOMER SERVICE
• Ensure quality of service in the portfolio and management of customer expectations through effective queries, complaint, and correspondence handling in a timely manner as per service operating standards.
• Conduct initial screening interviews with prospective clients and maintain familiarity with customers’ relevant documents.

RISK AND CONTROL
Manage risk and control effectively by applying applicable risk frameworks and 
embedding a positive risk culture.
• Understanding of own role in the end to end processes in which you play a part, 
including applicable risks and controls.
• Adhere to I&M Bank policies and procedures applicable to own role, demonstrating 
sound judgment and responsible risk management.
• Report all risk events / incidents / issues using the defined process for your business 
area and help to understand why these happened and how to prevent them in future. 
Proactively look for ways to improve the control environment by considering what 
could go wrong in the processes you operate and how errors could be prevented.
• Continuous and proactive engagement with regulatory bodies, unions where applicable 
• All mandatory training completed to deadline.

• Achieve agreed sales targets for new accounts, cards, assets and liabilities through a proactive calling program.
• Guide and coach other bank employees (personal bankers and customer service 
Officers) on how to handle Select Banking clients.
• Ensure an effective call program is maintained on all allocated relationships and prospects. The calls should be recorded and filed.
• Keep abreast of the rapid pace of product/service development, suggest possible best solutions for improving offerings to Select banking clients.
• Manage Portfolio movement reports, revenue per customer and take action on any abnormalities observed.
• Review reports from branches indicating income levels of existing personal banking clients and identify names that could be migrated to select banking.
• Thorough knowledge of bank products, operations, regulations, and specific markets for Select Banking clients
• Excellent interpersonal and communication skills with the ability to build trust with high-net-worth individuals.
• Strong knowledge of financial products, investment strategies, and wealth management services.
• Demonstrated experience in managing investment portfolios and providing personalized financial advice.
• Understanding of financial regulations and compliance in the private banking sector.
• Ability to work under pressure and manage complex client needs.
• Strong negotiation skills
• Excellent problem solving and decision-making skills
• Effective Client relationship management
• Decision making skills.
• Ability to strategize and interpret long term business plans.
• Some knowledge of competitor offerings in the high-net worth segment.

Academic / Professional Qualifications
• Bachelor’s degree in finance, Business, Economics, or a related field. A master’s degree or professional certifications (CFA, CFP) is a plus

Working Experience Required
• 5 years banking/ service experience, preferably dealing with high net-worth individuals in a portfolio context.
• Strong sales background.
• Experienced in upholding the highest levels of service.

ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.