Senior Manager - Employee Banking & Pensioners

Job Summary

The role is responsible for providing strategic leadership and operational oversight for the Employee Banking and Pensioner segments by driving sustainable portfolio growth, strengthening institutional relationships, and ensuring effective sales execution. The position leads the development and implementation of market-led acquisition, retention, and revenue strategies while equipping sales teams with the tools, guidance, and performance frameworks required to deliver consistent results. It further ensures seamless onboarding, high-quality customer experience, and adherence to service and compliance standards across all touchpoints.

Job Description

​Accountability: Strategic Leadership, Planning & Portfolio Growth (30%)

• Provide strategic direction for the Employee Banking and Pensioner segments by developing, implementing, and continuously refining market-led growth strategies.
• Drive the expansion of salaried and pensioner customer bases through structured acquisition plans, institution-level penetration strategies, and targeted value propositions that address the needs of different employee groups and pensioner categories.
• Build and manage a robust portfolio growth framework, acquisition, retention, cross-sell, and revenue optimization strategies, to maximize NBC market share into these niche
• Oversee performance intelligence by establishing data-driven dashboards, detailed segment analytics, and predictive insights that inform decision-making, highlight opportunities, and proactively mitigate performance gaps.

Accountability: Sales Management & Execution (30%)

• Provide strong sales leadership by guiding and empowering Scheme Relationship Managers and sales teams to deliver consistent and measurable performance.
• Develop, implement, and enforce structured sales plans, productivity frameworks, and weekly activity schedules that ensure disciplined execution and alignment to segment growth priorities.
• Ensure there is high impact and positive results on the field activations, institution visits, pension funds engagements, and community outreach initiatives to accelerate acquisition of salaried employees and pensioners.
• Oversee the full sales pipeline lifecycle including lead generation, quality conversion, and activation ensuring transparent tracking, timely follow-up, and achievement of set sales targets.

Accountability: Stakeholders, Partners & Institutional Relationship Management (20%)

• Drive and secure institutional partnerships by actively engaging government ministries, institutions and agencies, pension funds, private employers, and industry bodies to win payroll and pension onboarding mandates.
• Lead high-level negotiations with HR and Finance directors, union representatives, and pension administrators to open new acquisition channels and strengthen collaboration agreements.
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• Execute seamless payroll and pension migrations by coordinating end-to-end onboarding processes with internal stakeholders such as CIB, BB, Operations, Change, and Digital teams to ensure uninterrupted salary and pension flow transitions to NBC.
• Accelerate customer acquisition and brand presence through targeted institutional activations financial literacy sessions, corporate days, and pensioner clinics while building a partner ecosystem that continually feeds acquisition pipelines.

Accountability: Execution, Customer Experience & Service Excellence (20%)

• Ensure smooth onboarding and timely activation of salaried and pensioner accounts across all channels.
• Oversee field executions including pension engagements, activations, community outreach, and institution visits to support acquisition and servicing.
• Monitor and drive service quality, ensuring quick resolution of complaints, escalations, dormant and inactive accounts, and customer experience gaps.
• Conduct periodic portfolio reviews to identify risks, unusual transactions, fraud indicators, and take corrective action.
• Serve as the escalation point for complex institutional, operational, or compliance issues, ensuring timely resolution.
• Support sales team, DSAs, LGs and RMs with tools, insights, and guidance to deliver consistent, high-quality customer service.

Education and Experience Required

Bachelor’s degree in business administration, Banking, Finance, or related field.

Minimum of 5 years’ experience of related field

Knowledge & Skills:

• Strategic Relationship Management – Strong ability to engage senior institutional leaders.
• Sales Leadership & Execution Management – Expertise in driving sales teams and productivity frameworks.
• In-depth Knowledge of Payroll Ecosystem – Understanding payroll and pension structures
• Data & Portfolio Analytics skills

Competencies:

• Deciding and initiating action
• Relating and networking
• Adapting and responding to change
• Persuading and influencing
• Delivering Results & Meeting Customer Expectations

Qualifications

Bachelors Degree and Professional Qualifications - Business, Commerce and Management Studies, Commercial mindset - Junior (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 at junior specialist level, Openness to change (Meets some of the requirements and would need further development), Product and/or Service Knowledge (Meets all of the requirements), Sales Management (Meets all of the requirements)