Relationship Manager - Achi & Ekpoma

Job title : Relationship Manager - Achi & Ekpoma

The role operates within a competitive financial services environment, requiring strong market insight and adaptability to industry changes. It demands consistent alignment with Ecobank’s strategic agenda for transformation, growth, and digital adoption. The position requires collaboration across business segments, product partners, and support functions to deliver integrated solutions. A key focus is balancing business growth, profitability, and operational efficiency while maintaining compliance with policies and regulations.
Customer expectations are high, necessitating continuous improvement in service quality, process efficiency, and innovation. The role must ensure the branch remains a market leader in deposits, lending, and channel utilization. Success depends on proactive performance monitoring, risk management, and maintaining a culture of ethics and excellence.

Key Responsibilities

Business and Financial Performance 

• Assist in the preparation of the branch budget estimates. 
• Analyse business growth opportunities in the local market and develop appropriate strategies for capturing and growing our market share.
• Work jointly and proactively with Business Segments (Consumer & Corporate Banking) and product partners to increase Ecobank’s wallet share within the respective markets. 
• Achieve targeted product cross-sell ratios and increase customer adoption of Ecobank’s products and services.
• Ensure that various business segments in the branch maintain a CABAL that is commensurate with overall budget projections.
• Ensure that all incomes are properly recognized.
• Grow the deposit base of the branch with specific focus on growing low-cost deposits, collections, value-chain business and channels - across all business segments.
• Achieve cost-income ratio targets of the business.
• Ensure that credit approval memoranda (CAM) meet the Banks’ credit policy guidelines and loan accounts are operated within ‘credit approval’ limits.
• Conduct regular business performance and profitability reviews.
• Ensure all Non-Performing Loan (NPL) & Past Due Obligation (PDO) ratios are kept within budgeted limits.
• Attain targeted sales goals, performance targets and customer satisfaction levels through the effective management of resources.
• Constantly review strategies to ensure that excellent, efficient and comprehensive customer service delivery, quality standards and branch ambience are constantly upheld in the branch.
• Identification and marketing of prospects within the target market.
• Responsible for exceeding customers’ expectation.
• Establish and sustain a customer-centric business culture in the branch, leveraging on people and technology to ensure service quality and excellence in the delivery of our products and services.
• Sustain/drive increased digital channel utilization with a specific focus on ATM uptime, Card adoption and activity levels, Mobile Banking adoption and activity, Retail Internet Banking (RIB) adoption, OMNI activity levels and POS activity and collections.
• Ensure high customer satisfaction as measured and monitored through customer feedback surveys and Net Promoter Scores (NPS).
• Efficiently and effectively liaise with internal departments/Units – CIB, Trade, Risk, EBS, e.t.c. including other Branches and departments to promote and drive business volumes and profitability at the branch.
• Call on customers (at least per calling policy requirements), to determine their business needs, to obtain feedback on customer service and to ensure customer satisfaction.

Client Centricity

Process, Control and Operational Performance 

• Promote high ethical and integrity standards and ensure the Ecobank Values are sustained and evident at the branch.
• Ensure there is a strong internal control system in place and monitor its adequacy and effectiveness.
• Achieve satisfactory BO audit rating and fully comply with KYC/AML and regulatory guidelines.
• Achieve and sustain effective balance sheet management.
• Make recommendations to management to improve operations process in order to improve customer satisfaction.

Strategic initiatives 

• Drive and sustain the ongoing Ecobank transformation and digitalization agenda.

Experience & Qualifications

• A minimum of 1-year relevant banking experience, with proven track record of excellent results in marketing/sales and credit.
• Good knowledge of the business environment, the banking industry and its direction, trends and regulations.
• Excellent knowledge of banking operations, technology, products & customer segmentation.
• Minimum of 2nd class lower in first degree (MBA, MSC, MA, ML and/or Professional Qualifications will be an added advantage).

Skills, Capabilities & Personal attributes

• Commercial acumen.
• Excellent interpersonal skills. 
• Quick thinking and excellent problem-solving capabilities.
• Strong credit appraisal skills.
• Good negotiation and selling skills.
• Ability to pay attention to details.
• Capacity for strategic thinking.
• Results oriented and driven.