Assistant Relationship Manager – Personal Banking

Role Purpose

To drive growth of the Personal Banking portfolio by delivering excellent relationship management to existing customers and acquiring new business within the assigned branch/territory. The role focuses on sustaining customer satisfaction and retention, increasing share of wallet through cross-selling, and ensuring strong compliance, risk, and service standards.

Key Duties, Roles, and Responsibilities

1) Business Growth and Sales Delivery

• Grow the Personal Banking portfolio to achieve agreed targets for portfolio growth, income, and quality.

• Prospect, onboard, and retain new Personal Banking customers by understanding their needs and recommending suitable solutions.

• Achieve monthly and annual sales targets across Personal Banking products in the assigned branch.

• Deepen relationships within the existing branch clientele by cross-selling relevant banking products and services.

• Review the branch portfolio to optimize performance, including reactivating dormant accounts to grow liabilities and assets.

• Stay informed on market trends and propose improved approaches for selling products and services.

• Cross-sell NCBA products and services including bancassurance, asset finance, corporate banking solutions, institutional banking, and digital channels.

2) Customer Relationship Management and Service Excellence

• Conduct daily customer calls and relationship visits to strengthen engagement, provide updates, and identify opportunities.

• Manage customer queries, complaints, and correspondence promptly and within service standards.

• Ensure customer account maintenance, including monitoring inactive, dormant, and overdrawn accounts.

• Work closely with the appraisal team to structure customer deals and provide best-fit solutions.

3) Service Turnaround Time and Process Discipline

• Meet the set Turnaround Time (TAT) standards for account opening and loan processing in line with the customer service charter.

• Ensure timely and effective use of CRM and Credit Quest systems to support account and credit processes and deliver service efficiency.

• Maintain accurate customer data and updates within the customer relationship management system.

4) Compliance, Risk, and Portfolio Quality

• Ensure all documentation and transactions comply with AML, KYC, and all regulatory requirements.

• Proactively manage risk in the existing and new portfolio to maintain a quality, non-impaired asset book and KYC-compliant liabilities.

• Monitor and manage NPLs to maintain a clean book, escalating and recommending actions where necessary.

• Ensure timely monitoring and closure of annual reviews at least two months before expiry, with appropriate recommendations to management.

• Support branch security and compliance with the bank procedure manual, policies, and circulars.

5) Audit, Controls, and Reporting

• Achieve at least a “Satisfactory/Acceptable” audit rating through continuous self-assessment and prompt closure of audit exceptions.

• Provide feedback on market conditions, customer insights, and portfolio performance to support management decision-making.

6) Team Support and Capability Building

• Conduct periodic training for branch staff on banking products and services to strengthen cross-selling and service delivery.

• Promote teamwork within the branch, support resource planning, and contribute to performance objectives and feedback processes.

• Proactively manage personal learning and development by completing required learning hours.

• Work with the Branch Manager to plan and coordinate Personal Banking and other sales activities for the period.

• Adhere to the annual leave plan as agreed with the line manager.

• Perform any other duties assigned by the Branch Manager.