Senior Relationship Manager - Retail Banking

Job title : Senior Relationship Manager - Retail Banking

REPORTS TO

Group Head, Retail Banking

DEPARTMENT

Retail Banking

SUMMARY

Our client is a prominent digital microfinance bank based in Lagos, seeking a Relationship Manager, Retail Banking to acquire new retail customers, promote banking products, and deliver excellent customer service. The role focuses on driving deposits, loan and usage of digital banking solutions to achieve sales targets and support the Bank’s growth objectives.

KEY RESPONSIBILITIES

Customer Acquisition and Business Development

• Identify and acquire new retail customers for the Bank.
• Develop and execute strategies for customer acquisition and portfolio growth.
• Promote the Bank's products and services to individuals and households.
• Conduct sales calls, customer visits, and marketing campaigns.
• Generate referrals and business leads from existing customers.
• Build strong relationships within assigned markets and communities.
• Meet assigned sales and business growth targets.

Relationship Management

• Develop and maintain long-term relationships with retail customers.
• Serve as the primary point of contact for assigned customers.
• Understand customer needs and recommend suitable financial solutions.
• Conduct regular customer engagement and relationship reviews.
• Ensure prompt response to customer requests and inquiries.
• Resolve customer complaints professionally and efficiently.
• Enhance customer loyalty and retention through exceptional service delivery.

Deposit Mobilization

• Mobilize savings and deposits from individuals and retail customers.
• Promote savings accounts, current accounts, fixed deposits, and investment products.
• Drive growth in low-cost deposits.
• Increase account activity and transaction volume.
• Develop initiatives to improve customer savings culture.
• Achieve assigned deposit mobilization targets.

Consumer Lending and Loan Management

• Market and originate retail loan products.
• Conduct preliminary credit assessments.
• Gather and verify customer information and documentation.
• Process loan applications in accordance with policy guidelines.
• Monitor disbursed loans and customer repayment behavior.
• Follow up on loan repayments and address overdue accounts.
• Support loan recovery efforts where necessary.
• Maintain healthy loan portfolio quality.

Portfolio Growth and Management

• Build and manage a profitable retail banking portfolio.
• Monitor customer conduct and account performance.
• Identify opportunities for relationship deepening.
• Increase customer wallet share through additional products and services.
• Ensure growth in both assets and liabilities portfolio.
• Maintain accurate customer profiles and relationship records.

Digital Banking Adoption

• Drive enrollment and usage of digital banking platforms.
• Educate customers on digital products and services.
• Promote cashless banking initiatives.
• Increase active digital banking customers.
• Support customers in resolving digital banking issues.
• Monitor and improve digital product adoption levels.

Market Intelligence and Business Opportunities

• Monitor market trends and customer preferences.
• Identify opportunities for product enhancement and market expansion.
• Track competitor activities within assigned locations.
• Gather customer feedback and market insights.
• Recommend improvements to products, services, and processes.

Compliance and Regulatory Requirements

Ensure compliance with:

• Central Bank regulations.
• Know Your Customer (KYC) requirements.
• Anti-Money Laundering (AML) policies.
• Customer Due Diligence (CDD) requirements.
• Data Privacy and Protection regulations.
• Maintain accurate and complete customer records.
• Conduct customer verification and documentation reviews.
• Escalate suspicious activities promptly.
• Participate in compliance reviews and audits.

Reporting and Administration

• Prepare and submit periodic performance reports.
• Maintain accurate records of customer interactions and business activities.
• Monitor achievement of business targets.
• Track portfolio growth and profitability.
• Update management on customer and market developments.
• Ensure timely completion of assigned administrative duties.

COMPETENCE REQUIREMENTS

• Strong sales and persuasive skills.
• Customer Service Orientation.
• Good communication and interpersonal skills.
• Target-driven and results-oriented.
• Basic financial and product knowledge.
• Attention to detail and problem-solving skill.

PREFERRED QUALIFICATIONS AND SKILLS/BACKGROUND

• Bachelor’s degree in Business Administration, Finance, Marketing, or related field.
• Minimum of 5 years’ experience in sales, preferably in banking or financial services.
• Proven track record of meeting or exceeding sales targets.
• Knowledge of business banking products and services.
• Relevant professional certification is an added advantage.