Relationship Manager SME

<span><span><span><span><span><span><span><p style="text-align:left"><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span>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.</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></p></span></span></span></span></span></span></span><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b><u>Job Summary</u></b></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>•Supporting Head of SME Banking in effectively achieving revenue targets, deliver excellent service and meet productivity targets.<br>•Develop and manage a high-performing sales team of Relationship Officers through coaching, talent management programs and specialized training programs. <br>•Supporting SME’s Regional Managers and Ro’s on processing their application from the approval to payment.<p></p><p></p><span><span><span><span><span><span><span><p style="text-align:left"><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><b>Job Description​</b></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></p></span></span></span></span></span></span></span><span></span><p><span style="color:#4a4a4a"><b><span style="font-size:inherit">Key Accountabilities</span></b></span></p><p><span style="color:#4a4a4a"><b><span style="font-size:inherit">Business Management 40%</span></b></span></p><ul><li><span style="color:#4a4a4a"><span style="font-size:inherit">Achieve agreed asset targets by managing and supporting a team of Relationship Officers through offering of a wide range of products and services to SME clients.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Develop and market the bank’s business through contact with SME customers, high net-worth individuals and other prospective clients.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Support Relationship Officers’ sales and performance targets by proactively monitoring and acting on Daily Scorecards, Monthly financial and Operational reviews, Call Reports, and pipeline of business opportunities reports.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Monitor and manage companies/clients applications at a satisfactory rate of return to the bank.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Provide value added engagement with other departments and Product Specialists within the bank on assuring customers applications are effectively attended as per the SLA.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Work with Risk Department in building awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies for the SME Banking Department.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Coordinate and organize the SME’s Lending Forum Meetings constituted to assist the business in managing the review of lending activities on regular basis ensuring that customer recruitment is in line with risk appetite, profitable customers are given the attention they deserve and problematic customers are identified upfront and given proper attention.</span></span></li></ul><br /><p><span style="color:#4a4a4a"><b><span style="font-size:inherit">People Management and Development 20%</span></b></span></p><ul><li><span style="color:#4a4a4a"><span style="font-size:inherit">Provide a direct line leadership and supervision to Relationship Officers</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Motivate staff and ensure they are recognized through NBC recognition schemes.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Create an empowering environment for team members, encouraging individual ownership and initiative.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Set high performance and productivity standards for team.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Develop and communicate an annual plan to optimize the resources (Financial, human and physical) as agreed with the Business banking Leadership.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Involve Head Of SME in developing the annual resource and capacity plans.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Build and develop a high performing team, through embedding performance management and coaching.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Discuss and finalize performance management plans and ratings for the Regions team.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Drive Relationship Officers performance by identifying development of training needs, and ensure coaching or delivery of training takes place.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Drive employee development and engagement within the cluster and branch teams  that results in a high performance climate and culture</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Conduct effective performance management for direct reports</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Monitor and ensure that all Branch Key Performance Indicators are achieved</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Share knowledge experience and best practice with branch managers, relationship officers, branch teams and the broader business.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Create an empowering environment for direct reports, encouraging individual ownership and initiative and ensure they do the same for all staff.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Effective resource management/planning that reflects current and future business requirements, ensuring that the correct balance of numbers, skills and experience, by playing an active role in recruitment and exits of direct reports. This includes evaluating requests from branch managers for additional staff, and may reallocate headcount between branches, within overall area headcount budget.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Initiate HR processes for direct reports when required e.g. disciplinary process, leave management, learning and development, talent identification etc in consultation with HR</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Acts as escalation point for grievance cases touching on Ro’s in the region</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development</span></span></li></ul><br /><p><span style="color:#4a4a4a"><b><span style="font-size:inherit">Customer Service Management 15%</span></b></span></p><ul><li><span style="color:#4a4a4a"><span style="font-size:inherit">Proactively and professionally support Relationship officers to manage client experience by providing appropriate on job training and coaching on product and services delivery.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Keep an active and accurate records/log of customers complains discussions/correspondences with clients and provide timely feedback on unresolved /resolved issues.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Effectively co-ordinate client relationships/activities with other department within the bank.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Use client feedback to improve product and service offering.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Participate in weekly performance review, and knowledge sharing meetings with Branch Managers and Relationship Officers.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Conducting maintain constant dialogue/sharing of information with other departments (Retail and Corporate Credit, Corporate Banking, SMU, ICU, Treasury and Legal).</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Coordinate local functions/community/governmental and business development activities</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Develop and maintain contact with Product Specialists in other areas of the bank, including Corporate Banking, Treasury, and Retail Banking.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Understand and articulate aggregated cluster requirements feedback to shape the customer proposition and product offering</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Ensure high quality, knowledgeable service levels in branches to exceed customer expectations</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Build a motivated, committed and focused Branch teams, consistently delivering creative, precise and customer-focused service</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Visit high net worth or key clients on request from the branch managers and relationship officers.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Ensure branch network service excellence through continuous monitoring of service scores and develop plans for improvement and discuss and agree plans with direct reports.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Collaborate cross-functionally to provide high standard of service delivery</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Engage in high net worth client meetings as needed for complex scenarios reviews and consultations</span></span></li></ul><br /><p><span style="color:#4a4a4a"><b><span style="font-size:inherit">Risk, Control and Compliance Management  15%</span></b></span></p><ul><li><span style="color:#4a4a4a"><span style="font-size:inherit">Work with Risk Department in building awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies for the SME Banking Department.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Ensure that All Relationship Officers review their portfolio on a monthly basis and ensure that all documentation required (KYC, AML and Sanctions) are up to date, and escalate any unresolved KYC requirements to the relevant mandated holders.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Ensure Relationship Officers take accountability on the accuracy and quality of the documents, loan applications, ICU checklist and other related documents.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Ensure the region operates in a compliant manner and adheres to relevant company and regulatory requirements to achieve satisfactory grades in local &amp; Group Audits</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Monitor branch operations and control performance to ensure that branch standards in the cluster are met and where required review branch remediation action plans.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Review incident reports raised from branches and take required actions e.g. escalation, disciplinary action etc.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Signoff all dormant account and all other refunds above branch manager limits</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Understand and manage risks and risk events (incidents) relevant to the role.”</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Ensure all financial crime matters are addressed on time e.g. annual PEP &amp; HRR,LR  reviews</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Control Non-performing Assets to within regulatory and Industry standards</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Hold cost center for network related non-branch expenses such as disturbance allowances, transportation costs etc. responsible for managing costs within budgets for these items.</span></span></li></ul><br /><p><span style="color:#4a4a4a"><b><span style="font-size:inherit">Change Management 10%</span></b></span></p><ul><li><span style="color:#4a4a4a"><span style="font-size:inherit">Comply and keep abreast of all policies, procedures, and circulars updates.</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Ensure self-development pertaining to career path to develop knowledge and skills</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Complete all critical compliance training</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Manage all major organizational changes within the cluster such as organizational structure changes, IT/system changes or process changes,  Process Improvement, </span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Communicate strategic changes to branch management and ensure that any target changes are agreed.</span></span></li></ul><br /><p><span style="color:#4a4a4a"><b><span style="font-size:inherit">Education and Experience Required</span></b></span></p><ul><li><span style="color:#4a4a4a"><span style="font-size:inherit">B-degree / Advance Diploma / Diploma or Equivalent qualification in Finance, Accounting, Economics, Business Admiration or any other related field</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">At least 5 years of experience in Leadership and SME areas</span></span></li></ul><br /><p><span style="color:#4a4a4a"><b><span style="font-size:inherit">Knowledge &amp; Skills:</span></b></span></p><ul><li><span style="color:#4a4a4a"><span style="font-size:inherit">Leadership, people management and team building skills</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Well-developed strategic perspective and forward planning ability</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">High impact communication and presentation skills</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Strong Financial and Analytical Skills</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Excellent relationship building skills – both with internal stakeholders and clients</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Highly developed networking skills, both for internal and external network</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Strong problem solving skills coupled with decision making ability</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Business Development Acumen</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Credit appraisal and risk Management</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Driving Customer Experience</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Operational Risk Management</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Stakeholder Engagement</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">External market awareness</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Commercial Effectiveness</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Strong negotiation and influencing skills</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Performance Management</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Resource Management</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Cultural and Change Management</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">PC skills</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Experience Leading Business Unit in a reputable organization</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Knowledge of banking and financial environment in emerging markets</span></span></li><li><span style="color:#4a4a4a"><span style="font-size:inherit">Commercial or related qualification would be an added advantage</span></span></li></ul><p style="text-align:left"><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><b>Qualifications</b></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></p><p style="text-align:inherit"></p>Bachelor's Degree - Business, Commerce and Management Studies, Banking Knowledge (Meets all of the requirements), Customer Excellence - Service Delivery (Meets all of the requirements), Digital familiarity (Meets all of the requirements), Effective communication - Basic (Meets all of the requirements), Experience in a similar environment, Openness to change (Meets some of the requirements and would need further development), Product and/or Service Knowledge (Meets all of the requirements), Relationship building (Meets some of the requirements and would need further development)<p style="text-align:inherit"></p><p style="text-align:inherit"></p>