Relationship Manager – Diaspora Banking

To market and sell banking products and services to existing and potential Diaspora customers. Provide personalized, prompt, and efficient customer services to these customers whilst managing and controlling the operations of their accounts.

Customer acquisition, satisfaction, growth, and retention are critical to succeed in this role, regular and well-planned engagement activities are key drivers for retention and satisfaction.

Key responsibilities:
Financial Performance
  • Achieve the set monthly and annual sales targets for all the Banking products for this segment.
  • Prospect, anticipate and close all sales leads within the shortest time possible in an efficient way.
  • Develop a clear aggressive sales pipeline for both existing and potential customers.
  • Prospecting and recruiting new customers for the various Banking products, understanding their needs and requirements.
Customer Experience
  • Identifying customer needs not met by existing products and the implementation of new products and services.
  • Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship.
  • Perform customer onboarding activities and touch activities as per CRM workflows.
  • Manage all escalations related to diaspora support.
  • Ensure customers are well supported on e-channels uptake to promote utilization.
  • Ensure first contact resolution for all queries directed to you.
Internal business processes
  • Attend daily refers and excesses requests.
  • Ensure compliance with operations risk requirements e.g. KYC, AML, Health & safety standards, security of Premises.
  • Ensure good health of assigned portfolio by actively managing encroachments, Accountability reports and write offs.
  • Close gaps/lapses identified; take corrective and preventative actions identified by audit, risk, compliance reviews; investigations or other assessment mechanisms within the agreed time frame.
  • Prepare and submit reports to the relevant stakeholders within agreed format and timelines (daily, weekly, monthly, quarterly)
  • Use of digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service.
  • Use data, information, insights to drive decision- making.
  • Proactive management of NPL for assigned portfolio.
  • Achieving a ‘Good’ audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited.
  • 100% adherence to policies, procedures, and statutory guidelines. Minimize exposure to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML regulations.
  • Utilize the MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable.
  • Present reports that facilitate informed and sound decision-making. Trends, insights, and concerns with recommendations clearly elaborated.
  • Achieve schedule adherence and availability targets as per Contact Centre productivity measures.
People, Learning and Growth
  • Proactively manage own learning and development.
  • Deliver performance objectives set. Institute immediate corrective action where performance is below par.
  • Adhere to annual leave plan agreed with line manager.
  • Adhere to HR policies.
  • Championing team training on matters related to homeward proposition.
a. Qualifications:
  • Bachelor’s degree from a recognized accredited university.
  • Certificate of Proficiency in Insurance (COP) will be an added advantage.
  • Being a CISI fellow is an added advantage.
  • 5-6 years’ working experience in a Customer Management role.
  • In-depth knowledge of the local and Diaspora banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general commercial regulations and practices.
  • Appreciation of Diaspora banking as a proposition.
  • Interaction/ Understanding of CRM tools.
b. Competencies & Attributes:
  • Knowledge of Banking and Business Operations: Well-round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures. Certification in required areas of banking and/or banking support services. Reference point and mentor for customers, colleagues, partners, for areas of expertise.
  • Compliance and Regulatory Framework: Good understanding of the regulatory issues relating to diaspora banking, reporting and operational requirements as provided by CBK, KRA, KIB, etc.
  • Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail.
  • Commercial Banking Industry Knowledge: Shares insights on industry trends; identifies opportunities that can be exploited, and highlights concerns to be avoided / mitigated against. Reference point and mentor for customers, colleagues, partners, government, etc.

A package commensurate to the posts shall be discussed and agreed with the successful candidates.


If you are up to the challenge, possess the necessary qualification and experience, please send you CV only quoting the job title on the email subject to before 24th February 2024.

Job Category: Manager
Job Type: Full Time
Job Location: Nairobi

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