Vacancy Title: Assistant Relationship Manager; Personal Banking

  • Type: FULL TIME
  • Industry: Banking
  • Category: Management

Company: NCBA Bank


Job Purpose Statement: To achieve business growth for Personal Banking by prospecting and recruiting new to bank Personal Banking customers and providing quality relationship management to ensure customer satisfaction hence achieving customer retention and generation of additional business through cross-sell opportunities.

Key Accountabilities (Duties and Responsibilities):

Financial (50%):

  • Responsible for the growth of the Personal Banking banking business portfolio to ensure set targets for portfolio growth, income, and quality are achieved.
  • Prospect and recruit new Personal Banking customers, understanding their needs and requirements, and recommending appropriate products/services.
  • Achieve the set monthly and annual Personal banking targets for all the products.
  • Develop more Personal Banking business from the existing clientele, i.e., increase share of wallet by cross-selling all banking products to all the existing and potential branch customers.
  • Monitor market conditions and trends and constantly give feedback to management for decision-making.
  • Assist in identifying Personal banking customer needs not met by existing products and services and the implementation of new products and services.
  • Grow existing Personal banking customer relationships and establish new ones for the branch.
  • Manage and monitor the Personal asset portfolio to ensure that Non-Performing loans (NPLs) are kept within the set targets.
  • Work with the Branch Managers and Assistant Relationship Managers – Personal Banking at the branches to plan and coordinate Personal Banking business and other sales activities/initiatives.
  • Cross-sell all NCBA products and services.

Internal business processes (20%):

  • Ensure that all documentation and transactions are in line with local and regulatory anti-money laundering and KYC requirements, in order to comply with KYC.
  • Risk Management of existing and new portfolio/customers to ensure a non-impaired asset and KYC compliant liability book.
  • Customer account maintenance including management of inactive and overdrawn accounts.
  • Achieve a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
  • Ensure timely monitoring and closure of annual reviews 2 months before expiry and recommend necessary action to management.
  • Prepare and submit reports to the relevant stakeholders within agreed format and timelines (daily, weekly, monthly, and quarterly).

Customer (20%):

  • Timely and effective use of CRM system to manage customer queries, complaints, and other correspondence in a timely manner and within set standards for customer satisfaction.
  • Timely and effective use of Credit Quest (CQ) system to ensure TAT standards for customer Credit processing are achieved as per agreed SLAs.
  • Work closely with the Credit analysis team to structure appropriate customer deals and offer the best solutions to the clients.

Learning and growth (10%):

  • Conduct periodic trainings to all staff on all SME banking products & Services.
  • Proactively manage own learning and development by attaining required learning hours.
  • Build and maintain teamwork.
  • Participate in resource planning, setting performance objectives, and providing regular feedback.
  • Adhere to annual leave plan as agreed with line manager.
  • Any other duties as assigned by the Line manager.

Ideal Job Specifications: Academic:

  • Bachelor’s Degree in business-related field.


  • Professional Qualification will be an added advantage.

Desired work experience:

  • 3-4 years in Personal banking, customer service, and relationship management.
  • Knowledge and understanding of the processes and procedures of lending.

Work Hours: 8

Experience in Months: 48

Level of Education: Bachelor Degree

Job Application Procedure: Interested candidates who meet the above requirements should submit their application, detailed CV, and any relevant testimonials to the address below:

The Human Resource Manager; NCBA Bank Email: Deadline: Monday, March 18, 2024



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By Tina

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