Relationship Manager-Retail

Full Time
  • Full Time
  • Nairobi

Gulf African Bank

Relationship Manager-Retail at Gulf African Bank

Location: Upperhill Branch

Reports to: Branch Manager

Job Purpose:

As a Relationship Manager-Retail, you will play a pivotal role in overseeing the holistic view of all accounts within your portfolio. Utilizing lead generation and account prioritization, you will strategically cross-sell Bank Products to extract maximum value from the portfolio. Your primary focus will be on maintaining and building customer relationships and account information.

Key Responsibilities:

  1. Growth of Branch Retail Portfolio: Drive the growth of NFI, Deposits, and assets through the acquisition of new-to-bank customers via Business Sales Officers and lead generation.
  2. Referral Generation: Actively generate referrals to all business partners in the bank to address the comprehensive financial needs of entrepreneurs or borrowing entities.
  3. Digital Customer Acquisition: Ensure the acquisition of customers to digital channels, staying ahead in the ever-evolving landscape.
  4. Portfolio Expansion: Grow the Retail customer portfolio size by deepening existing customer relationships, focusing on products per customer, non-funded income, deposits, and assets.
  5. Retention Planning: Devise and execute a clear retention plan for overall portfolio deposits and loans in collaboration with Branch Managers.
  6. Account Planning: Monitor account planning for all clients, advising on potential financial solutions based on identified needs.
  7. Customer Engagement: Ensure minimum customer relationship touchpoints, such as quarterly visits and regular calls and emails, depending on the customer segment.
  8. Collaboration: Collaborate with product specialists to deliver effective customer solutions and resolve queries in a timely manner.
  9. Reporting: Prepare and submit reports, summarizing individual and team loan activity, contributing to effective decision-making.
  10. Compliance and Image: Ensure compliance with internal and external regulatory requirements, safeguarding and promoting the bank’s image with the general public.

Skills, Experience, And Competencies:

  • Education: Bachelor’s degree in any field.
  • Experience: Minimum of 4 years in managing clients.
  • Interpersonal Skills: Excellent interpersonal skills for effective relationship management.
  • Communication: Strong communication and presentation skills.
  • Initiative: Deciding and initiating action independently.
  • Results Orientation: Delivering results and meeting customer expectations.
  • Business Acumen: Entrepreneurial and commercial thinking.
  • Influence: Persuading and influencing skills.
  • Organization: Planning and organizing abilities.
  • Presentation: Presenting and communicating information effectively.
  • Networking: Relating and networking skills.
  • Teamwork: Ability to work collaboratively with people.

Expert Tips To Be A Successful Applicant for Relationship Manager-Retail:

  1. Client-Centric Approach: Showcase instances where you prioritized the client’s needs, fostering trust and loyalty.
  2. Digital Proficiency: Highlight your expertise in digital channels and how you’ve successfully brought customers on board.
  3. Problem Resolution: Provide examples of your ability to resolve queries promptly, ensuring customer satisfaction.
  4. Cross-Selling Success: Share experiences of effectively cross-selling products to enhance the overall portfolio.
  5. Compliance Awareness: Demonstrate your understanding and adherence to regulatory requirements in your previous roles.
  6. Communication Excellence: Emphasize instances where your communication and presentation skills positively impacted client relationships.
  7. Team Collaboration: Illustrate your collaboration with product specialists to deliver comprehensive customer solutions.
  8. Results-Driven Approach: Discuss specific achievements in growing customer portfolios and meeting targets.
  9. Adaptability: Showcase instances where you adapted to changing business landscapes and emerging digital trends.
  10. Continuous Learning: Highlight any additional certifications or courses undertaken to stay updated in the banking industry.

SAMPLE COVER LETTER for a Relationship Manager-Retail

Dear Hiring Manager,

I am writing to express my keen interest in the Relationship Manager-Retail position at Gulf African Bank, as advertised. With a solid background in relationship management, a passion for driving customer satisfaction, and a track record of achieving results, I am confident in my ability to contribute to the success of your team.

In my previous role as a Relationship Manager, I successfully managed a diverse portfolio, consistently exceeding targets through strategic cross-selling and the acquisition of new clients. One of my key achievements was implementing a targeted referral program that significantly increased business with existing clients and brought in new customers, contributing to overall portfolio growth.

I am particularly excited about the opportunity at Gulf African Bank due to its commitment to innovation and customer-centric solutions. My experience aligns with your requirements, such as actively generating referrals to address comprehensive financial needs and ensuring customer onboarding to digital channels. I am well-versed in leveraging digital platforms for customer acquisition and engagement.

My ability to identify and address customer needs has been a hallmark of my career. I pride myself on my excellent interpersonal and communication skills, which have allowed me to build lasting relationships with clients. I am adept at collaborating with product specialists to deliver effective solutions and resolve queries promptly, ensuring a positive customer experience.

Furthermore, my commitment to compliance and adherence to regulatory requirements aligns with Gulf African Bank’s values. I have a proven track record of evaluating credit proposals efficiently while maintaining a keen awareness of industry regulations. My goal is to not only meet but exceed the expectations of both clients and the bank in terms of service delivery and compliance.

I am excited about the prospect of contributing to the success of Gulf African Bank and driving the growth of the Retail portfolio. My entrepreneurial mindset, combined with a results-driven approach, makes me confident in my ability to meet and exceed the challenges associated with the role.

Thank you for considering my application. I am eager to further discuss how my skills and experiences align with the needs of Gulf African Bank. I am available at your earliest convenience for an interview and look forward to the opportunity to contribute to your esteemed organization.

Best regards,

[Your Full Name]

[Your Contact Information]

[Your LinkedIn Profile, if applicable]

Possible Relationship Manager-Retail Interview Questions With Answers:

  1. How do you approach customer retention in a competitive market? Answer: Discuss strategies you’ve employed in your previous role, such as personalized service and targeted retention plans.
  2. Can you share an example of successfully acquiring new-to-bank customers? Answer: Narrate a specific instance where your efforts led to the successful acquisition of new customers, possibly through innovative lead generation.
  3. How do you stay informed about regulatory changes affecting the banking industry? Answer: Highlight your commitment to staying updated through continuous learning, attending relevant seminars, and participating in industry forums.
  4. Describe a challenging situation where you had to resolve a customer query effectively. Answer: Provide a detailed example of a challenging scenario, emphasizing your problem-solving skills and customer-centric approach.
  5. How do you balance portfolio growth with compliance requirements? Answer: Explain how you ensure growth while maintaining strict adherence to internal and external regulatory guidelines.
  6. Can you share a situation where you had to collaborate with product specialists to provide a comprehensive customer solution? Answer: Detail a collaborative effort that resulted in a successful customer solution, showcasing your teamwork and communication skills.
  7. What measures do you take to ensure your digital banking knowledge is up-to-date? Answer: Discuss your commitment to continuous learning, mentioning any relevant certifications or courses you’ve completed.
  8. How do you approach quarterly customer touchpoints to ensure relationship development? Answer: Share your approach to maintaining regular communication and visits, emphasizing the importance of building strong, lasting relationships.
  9. Discuss a time when you faced a credit proposal evaluation challenge and how you resolved it. Answer: Provide a specific example showcasing your ability to evaluate credit proposals efficiently and within set turnaround times.
  10. How do you contribute to promoting the bank’s positive image in the public sphere? Answer: Explain your role in safeguarding and promoting the bank’s image, highlighting instances where your actions positively impacted public perception.

Best wishes on your application! At  Gulf African Bank we are committed to attracting and retaining the best employees from all races and backgrounds in our continued effort to become a better development partner. We are an equal opportunity employer and do not charge any application/recruitment fee.

To apply for this job please visit

Discover more from THE KENYAN JOB FINDER

Subscribe to get the latest posts to your email.