SME Relationship Manager

Organization: NBC Bank Tanzania

Job Summary

The SME Relationship Manager is responsible for acquiring, managing, and growing relationships with Small and Medium Business (SME) customers through a proactive and consultative approach in line with bank policies and procedures. The role focuses on delivering holistic financial solutions, enhancing customer experience, and managing portfolio quality through continuous monitoring of customer activities and financial performance.

Key Accountabilities

1. Sales and Relationship Management (40%)

Key Responsibilities

Maximize client profitability by achieving agreed targets in:
- Assets
- Liabilities
- Interest income
- Non-interest revenue
Identify, build, and deepen customer relationships to increase wallet share within the SME segment.
Offer tailored financial solutions through a broad range of banking products and services.
Conduct regular face-to-face meetings with customers, ensuring clear objectives and measurable outcomes.
Collaborate with product specialists to understand customers’ business cycles, financial needs, and growth opportunities.
Develop and maintain a strong pipeline of business opportunities.
Generate referrals to expand the assets and liabilities portfolio.
Prepare and maintain Customer Relationship Management (CRM) Plans for:
- Top 10 borrowing clients
- Top 10 non-borrowing clients
Maintain accurate records of customer interactions, including call reports and meeting notes.

2. Customer Service (20%)

Key Responsibilities

Deliver exceptional customer experience through professional and timely service.
Respond promptly to customer inquiries regarding products and services.
Handle customer complaints effectively and provide regular updates on unresolved matters.
Maintain accurate records of customer discussions and correspondence.
Coordinate customer-related activities with other bank departments.
Educate customers on banking products, services, and procedures.
Utilize customer feedback to improve service delivery and product offerings.

3. Compliance and Risk Management (20%)

Key Responsibilities

Ensure compliance with:
- Know Your Customer (KYC) requirements
- Anti-Money Laundering (AML) regulations
- Financial Sanctions and Prohibitions of Business Activity policies
Conduct monthly portfolio reviews to ensure all customer documentation remains valid and up to date.
Escalate unresolved KYC issues to relevant authorities within the bank.
Review and sign off on loan applications and legal documents, ensuring accuracy and quality.
Identify potential problem accounts and implement appropriate risk mitigation measures.
Monitor customer transactions and excess reports daily.
Stay informed about industry developments, emerging risks, and business opportunities.
Coordinate credit review processes (new and renewal facilities) by submitting complete documentation at least 90 days before facility expiry.
Manage accounts operating outside approved limits.
Ensure timely submission of financial statements and maintenance of credit files.
Respond to reports on:
- Loan arrears
- Excesses
- Delinquent accounts
Contact clients and communicate resolutions within 24 hours.

4. Teamwork and Networking (10%)

Key Responsibilities

Participate in daily branch meetings and knowledge-sharing sessions.
Maintain effective communication and collaboration with:
- Corporate Credit
- Retail Credit
- Corporate Banking
- Retail Banking
Attend community, governmental, and business development events.
Build and maintain relationships with product specialists across the bank.
Provide constructive feedback during cross-functional performance reviews.

5. Self-Development (10%)

Key Responsibilities

Stay updated on bank policies, procedures, and circulars.
Pursue continuous professional development and career growth.
Complete all mandatory compliance and regulatory training programs.

Other Duties

Perform any additional responsibilities reasonably assigned by management.

Education and Experience Requirements

Education

Bachelor’s Degree or Advanced Diploma in:
- Business Administration
- Accounting
- Commerce
- Related Business Fields

Experience

Minimum of 3 years’ banking experience, preferably in relationship management, business banking, or SME banking.

Knowledge, Skills, and Competencies

Technical Competencies

Strong financial and business analysis skills.
Good understanding of banking products and services.
Sound knowledge of:
- Credit processes and procedures
- Risk management frameworks
Proficiency in Microsoft Office applications.
Ability to develop and implement sales plans.

Risk Management Knowledge

Credit Risk
Operational Risk
Market Risk

Behavioral Competencies

Strong customer relationship management skills.
Excellent problem-solving and decision-making abilities.
Effective verbal and written communication skills.
Strong organizational and time-management skills.
Ability to work collaboratively within a team environment.
High integrity, professionalism, and ethical standards.
Adaptability and openness to change.

Qualification Framework

Competency	Requirement Level
Customer Excellence – Service Delivery	Meets all requirements
Digital Familiarity	Meets all requirements
Effective Communication	Meets all requirements
Product and Service Knowledge	Meets all requirements
Commercial Mindset	Requires further development
Sales Management	Requires further development
Openness to Change	Requires further development
Experience in Similar Environment	Required

Ideal Candidate Profile

A successful SME Relationship Manager should be a customer-focused banking professional with strong relationship-building abilities, sound credit knowledge, sales capability, and risk management skills. The individual should be capable of driving business growth while maintaining high compliance standards and delivering excellent customer service.

How to Apply:

To submit your application, please follow the link provided below.

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