Assistant Relationship Manager

NBC is the oldest serving bank in Tanzania with over five decades of experience. We offer a range of retail, business, corporate and investment banking, wealth management products and services.

Job Summary

Responsible for client sanctioning, service and identification of leads by being a member of the Client Relationship Team (Cross Functional Teams; Corporate Services Officer).

Assist the Relationship Managers with sales research, relationship development, analysis and be responsible for the risk management of client portfolios including credit risk.

Serves as the second point of contact to clients on sales and service issues

Responsible for all operational activities in the client relationship team.

Job Description

Key Accountabilities

Accountability: Sales, Services to Corporate customers and Business Management 70%

• Cross sell Vanilla Products to existing clients and increase the cross-sell ratio of each client ensuring that each client is solution 100% with appropriate products. The correct need must be identified by the Assistance Relationship Manager and the adequate product must be sold to the customer to proactively increase the share of wallet.
• Liaise with Product specialist (e.g. Cash Management, Electronic Banking Division (EBD) International Banking Division (IBD) Retail Banking, Institutional banking, etc relevant to solutioning for vanilla products. Ensure that the client is solution comprehensively.
• Develop and maintain sales and service contact within the client’s organization and key shareholders to ensure effective customer service i.e., a key relationship is required to solution a client with electronic banking by offering deposit identifier to eliminate unknown deposits into an account.
• Act as a principal point of contact in the absence of the Relationship Manager (RM) for the purposes of ensuring continuous customer service as an example if the RM is not available the Assistance Relationship Manager will assess the customer’s need and put forward an application for approval to credit.
• Manage the operational service and risk management aspects of the portfolio, the customer must experience a seamless operation with regards to their transactional needs, and securities to be managed according to the expectation of the client.
• Responsible, where appropriate, to assist, co-ordinate and monitor the introduction of clients to and from other areas of the NBC Ltd, in order to increase revenue.
• Monitor, analyze and recommend supporting action (follow ups and accurate feedback) to improve client service based on Client Satisfaction Surveys and implement corrective measures to improve service delivery to clients.
• Identify potential new clients by building and maintaining a database of potential clients supporting the Relationship Executive and for the purpose of jointly growing the portfolio of clients.
• Arrange product presentations, in conjunction with the relationship manager to promote products to new and existing clients.
• Conduct service reviews with clients and implement corrective measures to improve service delivery to the client and recommend actions for improvement based on feedback.
• Responsible to resolve client concerns/complaints within an acceptable timeframe and recommend action for service recovery to Relationship Manager and Management.
• Follow up on transactions in progress to ensure that this is in line with Service Level Agreements (SLA) and action taken on service level failures and report same to management.
• Manage the client visit to be undertaken by the Relationship Manager by preparing all required documentation and sales material required from analysis of the clients together with recommendations of sales opportunities or client’s needs.
• Responsible to identify and manage potential risk and compliance gaps in client’s portfolio’s and recommend and make appropriate corrections in conjunction with the Relationship Manager may decide to contact a customer and request updated or information required.
• Ensure customers documents are up to date and annually reviewed before year end i.e. customers Know-Your-Customer (KYC) documentations compliance.
• Ensure the Bank’s operational risk is mitigated by being informed and knowledgeable on all relevant information that govern the bank’s action or alert management of any risk that come to light. The Assistance Relationship Manager must have up to date knowledge of all policies and procedures regarding sales, credit, compliance and processing. All compliance training must be up to date and completed.
• Follow up with client on outstanding documentation such as security, product, guarantee’s etc related and recommend action to the relationship manager if not forthcoming.
• Responsible for accurate management of client information through manual and electronic updates and the filling of essential client information.
• Ensure that the clients risk type (low risk, high risk and no risk) is loaded correctly and that the required Credit approval is in place. Monitor recommend and action changes to risk holds. An incorrect risk hold may result on large amount being available to a client with the risk of bad debt if cheques deposited into the account is not honored and no or limited security exist.
• Ensure that all fee income is collected. I.e., Facility fees, excess fees, raising and valuation fees, etc by monitoring the client’s portfolios in line with applicable transactions.
• Manage the risk, legal and bad debt of portfolio by identifying and liaising with all stakeholders.
• Attend client meetings to support client servicing, sell vanilla products and to obtain signatures on document (KYC Account Opening, Security documents, indemnities etc) from customers.
• Follow up that new client and products are set up on relevant systems.
• Develop and maintain good working relationships with Specialist in other areas of the Group including Product Credit, trade finance, cash management, Agri specialist and CPF (commercial Property finance) etc.
• Attend regular meetings held with Cross Functional team and ensure specific action related to the role is carried out and that new and effective ways of working are sought to improve the service to the customer.
• Work as part of solutioning team names the Relationship Executive, Credit analyst in order to solution client appropriately.
• Promote effective and continuous teamwork.
• Participate in all team activities in Corporate Banking Department.

Accountability: Risk Management 20%

Ÿ Manage and ensure prompt execution of audit queries/requests

Ÿ Ensure all reports are prepared and submitted on time as required

Ÿ Ensure an effective filling system and clean desk policy is maintained.

Ÿ Build awareness, keep up to date and comply with KYC and AML regulations and Policy of the Bank.

Accountability: Manage Personal Career Development 10%

Ÿ Meet training objectives as set out in personal training and development plan.

Ÿ Proactively identify personal development areas and training needs.

Role / Person Specification

Minimum Qualifications Required

• A degree in Banking / Marketing/Business Administration
• Computer literacy

Preferred Experience Required

• At least 2 years on supervisory level in customer services in reputable bank.

Minimum Experience Required

• 3 years banking experience, with at least 2 years on supervisory level in the branch.
• Should be conversant with all NBC products and possess selling skills.
• Should have a proven experience in sales.

Knowledge, Expertise And Experience

• Presentation Skills
• Negations Skills
• Customer Oriented
• Honest, confident with high integrity
• Sales Oriented
• Being able to coach and influence others
• Excellent Communication skills (writing and speaking)
• Computer literacy
• Ability to work independently and under pressure
• Commercial Awareness
• Leadership skills
• Problem-solving/analytical skills

Qualifications

Bachelor`s Degrees and Advanced Diplomas - Business, Commerce and Management Studies, Business Improvement Orientation (Meets some of the requirements and would need further development), Digital familiarity (Meets all of the requirements), Enabling team success (Meets some of the requirements and would need further development), Experience in a similar environment, Openness to change (Meets some of the requirements and would need further development), Operational administration (Meets some of the requirements and would need further development), Product and/or Service Knowledge (Meets some of the requirements and would need further development), Quality orientation (Meets some of the requirements and would need further development)