Assistant Relationship Manager Public Sector

Job Requisition ID: R-15975805

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

1. Responsible for client sanctioning, service and identification of leads by being a member of the Client Relationship Team (Cross Functional Teams; Corporate Services Officer).
2. Assist the Relationship Managers with sales research, relationship development, analysis and be responsible for the risk management of client portfolios.
3. Serves as the second point of contact to clients on sales and service issues.
4. Responsible for all operational activities in the client relationship team.
5. Maximize sustainable economic profit derived from a Portfolio of Central Government, Local Government and Public Institutions Customers via effective Business Development & Risk Management at an individual and team level.

Job Description

Accountability: Customer Sales and Service (65%)

• Grow portfolio value in line with agreed targets.
• Generating ongoing referral business from existing customers within the portfolio.
• Identify sales and services opportunities and offering solutions appropriate for the customer's needs, goal and objectives.
• Determine the products that are most effective in meeting customer’s needs and be able to sell these at short notice both reactively and proactively.
• Adopt a commercial approach to cost control and income generation.
• Expand assigned portfolios through product optimisation and profitable cross selling.
• Achieve customer satisfaction targets within the assigned portfolio by improving customer satisfaction standards.
• Establish relationships and maintain proactive and regular contact with clients as part of the agreed contact plan.
• Utilise all customer contact processes and products to develop a better understanding of customer needs.
• Provide feedback to clients, even if query or complaint has not been resolved yet.
• Educate customer on the new operating models
• Engage the customer and introduce prepared solutions.
• Understand and apply the relevant governance and compliance procedures to activities undertaken and maintain ongoing completion of relevant governance and compliance training.
• Maintain customer records and accurate completion of applications and paperwork.
• Work closely with customer service teams, responding to complex servicing requests and complaints for customers.
• Work proactively with colleagues across the group to support the growth of lead generation.
• Promote alternative delivery channels to clients.
• Proactively raise the profile and reputation of the Bank in the local community.
• Provide financial advice to existing and new customers within the local community to remain a reputable Bank.
• Maintain Relationship Plans for all customers in the portfolio such that contact with customers is prioritised.
• Conduct annual and if appropriate, interim reviews of customers borrowing facilities.
• Conduct annual and if appropriate, interim reviews with non-borrowing customers.
• Determine the key messages, e.g. agreed service standards, and negotiated pricing, relationship team contact points and new product changes, deciding upon the most appropriate communication method.
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• Deal with and find solutions to customer complaints
• Research, create and follow up a target list for potential new business.

Accountability: Business Management (20%)

• Research, create and follow up on a target list for potential new business.
• Identify priority customers using the Customer Relationship Planning templates to assess their present and potential contribution.
• Control and quality of the portfolio, using available triggers and adherence to Risk management guidelines and policies.

Accountability: Risk Management (15%)

• Manage and ensure prompt execution of audit queries/requests
• Ensure all reports are prepared and submitted on time as required
• Ensure an effective filling system and clean desk policy is maintained.
• Build awareness, keep up to date and comply with KYC and AML regulations.

Minimum Qualifications Required

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

Preferred Qualifications

• 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.

Technical skills/ Competencies

• Relationship skills
• Credit Risk skills
• General Corporate banking knowledge
• Communications skills
• Deciding and initiating action
• Relating and networking
• Persuading and influencing
• Delivering results and meeting customer expectations
• Following instructions and procedures
• Coping with pressure and setbacks

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

• 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
• Higher Diplomas - Business, Commerce and Management Studies
• 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)