Relationship Manager SME Banking (2) at I&M Bank Tanzania

Job Purpose

• Build and maintain relationships within the SME banking portfolio to nurture clients, expand the customer base, and achieve sales, revenue, and customer satisfaction targets.
• Drive new-to-bank acquisitions and retention through transactional products and effective client management, ensuring efficient product delivery and timely decisions.
• Serve as the Single Point of Contact, managing and deepening client relationships to address their comprehensive banking and financial needs.
• Develop business with new and existing customers to increase wallet share and sustain the SME portfolio.
• Ensure revenue growth and diversification while meeting balance sheet and P&L targets.
• Lead the development and implementation of the SME Banking Customer Value Proposition (CVP), supporting Retail, Digital, and Corporate Banking leadership with product concepts and market alignment.

Key area Responsibilities/Duties/Tasks

Driving Business growth

• Lead the strategic direction, development, and implementation of business strategies to drive growth, profitability, and sustainability of the SME and Business Banking portfolio.
• Expand portfolio activity through proactive customer engagement and visitations.
• Research and maintain a database of potential new customers.
• Translate SME Banking strategies into actionable plans in collaboration with the branch network team.
• Drive business performance against KPIs, focusing on balance sheet growth, sales, revenue, credit quality, customer experience, and risk control.
• Define and implement growth strategies with branch management to meet targets.
• Regularly report segment performance to senior management and adjust strategies to meet goals.
• Provide qualified referrals to product specialists for cross-selling treasury, trade, credit, and other services; manage parent relationships.
• Monitor borrowing account performance and coordinate required actions with Unit Head.
• Understand local business drivers affecting segment performance.
• Analyze competitor products and recommend improvements to product teams.
• Identify business improvement opportunities and advise Head of Products on service, product, and branch network adjustments.
• Analyze branch network data to inform SME Banking strategy for short, medium, and long terms.
• Develop new product ideas into viable business cases and proposals.
• Monitor financial data to identify issues, ensure covenant compliance, and maintain asset quality at acceptable NPA levels.

Relationship and Customer Service Management

• Ensure retention of deposits at a competitive level in consideration of optimal cost of funds to avoid loss business.
• Monitor maturity of fixed deposits (FDs) on a regular basis and manage retention while engaging customers for trans-actability on CASA.
• Understand and articulate aggregated portfolio requirement feedback, to shape the customer proposition and product offering.
• Ensure high quality, knowledgeable service levels working closely with branches to exceed customer expectations.
• Act as the escalation point for customer pain point / serious complaints in order to address their issues quickly. Visit key clients such as high net worth on request from the branch managers and relationship managers.
• Ensure SME Banking NPS scores is being met.
• Ensure SME MIS ratio is being met. I.e., more CASA vis a vis Fixed Deposits.

Risk and Admin Credit Management Compliance

Risk Management Reporting Administration

• Provide support to the credit risk team by ensuring submission of relevant informationfor preparation of credit applications
• Follow up on timely submission of executed security documents and offer letter after a credit proposal has been approved
• Regular monitoring of compliance with board or management credit committee (BCC/MCC) directives
• Ensure the credit approval conditions and covenants are met by clients as per the Bank’s requirements
• Ensure compliance to Anti-money laundering (AML) and Know your customer (KYC) to all clients
• Ensure turnaround time (TAT) for client’s applications are achieved through monitoring the flow of process
• Update and maintain risk procedures and systems with respect to risk identification, risk assessment, risk monitoring, risk mitigation strategies and risk reporting
• Ensure effective adoption and utilization of risk management tools
• Drive remediation of risk management exceptions identified during audit or risk reviews
• Promote risk management culture
• Monitor submission of insurance, valuation reports and financials for debtors, creditors and stock list etc.
• Ensure timely submission of call reports and any other reports from time to time
• Support the Head of Retail and Digital Banking in preparing and providing inputs for relationship-related budget for board approval
• Perform any other duties as may be assigned by the immediate supervisor from time to time

Skills, Knowledge, And Abilities

Technical and Banking Knowledge

• Credit analysis skills
• Risk assessment capability
• Knowledge of SME banking products
• Understanding of financial statements
• Familiarity with regulatory requirements (KYC, AML, etc.)
• Relationship and Customer Management
• Strong relationship-building skills
• Customer-centric mindset
• Negotiation and persuasion skills
• Proactive client servicing
• Conflict resolution ability
• Retention and loyalty management

Sales and Business Development

• Sales-driven approach
• SME market knowledge
• Networking and industry engagement
• Prospecting and client acquisition
• Cross-selling and upselling ability
• Target and KPI orientation

Analytical and Strategic Thinking

• Problem-solving skills
• Strategic account planning
• Market and competitor analysis
• Communication and Interpersonal Skills
• Clear verbal communication
• Professional business writing
• Proposal and presentation skills
• Strong interpersonal skills
• Internal collaboration and teamwork

Personal Attributes

• High integrity and professionalism
• Resilience under pressure
• Adaptability to change
• Entrepreneurial mindset
• Time and task management
• Self-motivation and accountability

Academic / Professional Qualifications

• Bachelor’s degree in Business Administration, Finance, Economics, Marketing or any other related field

Working Experience Required

• A minimum of 3 years of working experience in driving SME business growth.