Relationship Manager

Organization: NCBA Bank
Requisition ID: 4325
Posting date: 20 August 2026

Job purpose

Manage a portfolio of corporate customers and serve as their primary point of contact and financial adviser. The Relationship Manager will also prospect for and acquire new corporate customers to grow the Bank’s revenue and share of wallet within the assigned industry, in line with the Bank’s strategy.

Apply experience in corporate relationship management to develop and implement account plans for the existing portfolio within the assigned industry target market. Recommend, structure and sell solutions that address customers’ needs, with support from the solution and product teams, to meet assigned goals and targets.

Customer acquisition, satisfaction, growth and retention are critical to succeeding in this role.

Collaborate with the Client Service team to ensure the fulfilment of all deliverables. Actively coach Client Service Managers to support their achievement of performance targets.

Key accountabilities

Financial – 40%

The position is responsible for achieving the portfolio’s annual financial targets across both profit and loss and the balance sheet.

Key responsibilities and performance measures include:

• Balance sheet growth.
• Profitability measured through profit before tax (PBT).
• Developing a clear and effective portfolio growth strategy.
• Translating the portfolio growth strategy into performance scorecards that deliver revenue, profitability and market-share objectives.
• Ensuring portfolio at risk (PAR) remains within the established limits.
• Maintaining non-performing loans (NPLs) below 5%.
• Aggressively managing PAR within the first 30 days to minimise conversion to NPL status.

Internal business processes – 20%

• Adhere to approved policies and procedures.
• Provide feedback on policies and procedures to help keep them competitive.
• Close audit issues within the quarter in which they are identified or within the agreed time frames, whichever is shorter.
• Maintain nil repeat audit findings.
• Achieve 100% service-level agreement (SLA) adherence.
• Maintain 100% adherence to agreed turnaround times.

Customer – 20%

• Drive customer satisfaction.
• Develop and grow relationships with existing and potential customers.
• Identify business development opportunities.
• Guide product development.
• Maintain accurate, real-time customer relationship management (CRM) data.

Customer satisfaction will be measured through:

• Net Promoter Score.
• Customer Satisfaction Index/Relationship Satisfaction Index (CSI/RSI).

Learning and growth – 20%

• Deliver the established performance objectives.
• Manage personal learning and development to build capacity.
• Make oneself available for coaching and training opportunities.
• Maintain an individual development plan.
• Achieve the required individual competency score.

Job specifications

Academic qualifications

• Bachelor’s degree from a recognised and accredited university.

Professional experience

• At least five years of experience in commercial banking.
• At least three years of the required experience should have been gained in an assistant management capacity within an organisation of a similar size.

Desired work experience and knowledge

• A proven record of consistently achieving a portfolio’s financial growth.
• Experience in banking products, bank operations and customer experience is highly desirable.
• Knowledge of the local banking industry, banking products, banking services and banking regulations.
• Sound working knowledge and understanding of general commercial banking regulations and practices.

Job dimensions

Reporting relationships

The positions reporting directly or indirectly to this role are:

• Direct reports: Not applicable.
• Indirect reports: Not applicable.

Stakeholder management

The position holder will need to liaise and work with the following stakeholders to succeed in the role:

Internal stakeholders

• All Bank departments.

External stakeholders

• Commercial banking customers.
• Financial institutions.
• Industry players.
• National and county governments.
• Regulators.
• Other relevant external stakeholders.

Decision-making authority, mandates and constraints

The position holder is empowered to make decisions concerning:

• Pricing structures and negotiation parameters.
• Recommendations regarding the product offering for the portfolio.
• Approval of expenditure within discretionary powers delegated through the Head of Industry, provided that the expenditure falls within the Bank’s approved strategy and annual budget.

Work cycle and impact

• The job holder works on an annual cycle.

NCBA Bank core value behaviours

Advanced proficiency

• Coaching and developing others.
• Building trust.
• Selling the vision.
• Driving for results.
• Business savvy.
• Openness.
• Building organisational talent.
• Empowerment and delegation.
• Fostering collaboration.
• Responsiveness.

Intermediate proficiency

• Driving for results.
• Selling the vision.
• Fostering collaboration.
• Building trust.
• Openness.
• Empowerment and delegation.
• Business savvy.
• Responsiveness.
• Coaching and developing others.
• Building organisational talent.

Technical competencies

No specific technical competencies were provided in the original description.

Behavioural competencies

No additional behavioural competencies were provided beyond the NCBA Bank core value behaviours listed above.

How to Apply:
Job type Full-time Job, To submit your application, please follow the link provided below. 
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