Job Title: Relationship Manager – Affluent Banking

Employer: National Bank of Commerce (NBC)

About NBC

NBC is the oldest serving bank in Tanzania, with over five decades of experience. The Bank offers a wide range of retail, business, corporate, investment banking, and wealth management products and services.

Job Summary

The role is responsible for developing and growing relationships with Affluent customers, expanding the customer base through targeted sales efforts, and delivering exceptional service. The position focuses on driving new business, deepening existing relationships, and ensuring high retention through personalized, world-class customer service.

Job Description

Key Accountabilities

1. Solution Sales & Relationship Management

Achieve agreed sales targets for new-to-bank customers, upgrades, new accounts, assets, liabilities, and assigned products
Conduct detailed needs analysis for existing and prospective customers to recommend suitable financial solutions
Proactively sell alternative delivery channels such as internet banking, insurance, and digital solutions
Convert leads from various sources into new business through tailored financial solutions
Increase product penetration within existing portfolios through cross-selling opportunities
Conduct financial planning for customers to support wealth creation and growth
Monitor utilization of credit facilities and investment products, address underutilization, and escalate service issues where necessary
Manage portfolios of high-net-worth customers, including senior public figures and prominent business leaders
Conduct regular customer visits and organize focused social and relationship-building events
Take full accountability for client relationships across all levels and coordinate all Bank-client interactions
Manage personal calling programs, including planning monthly engagements and meetings
Prepare and submit monthly reports on calling programs and sales performance to the Head of Affluent

2. Customer Experience

Monitor operational delivery and identify systemic service failures; escalate to the Head of Affluent where required
Log and manage customer complaints and queries, ensuring timely resolution and feedback
Consistently provide professional, high-quality, world-class customer service

3. Compliance and Risk Management

Ensure adherence to internal controls, processes, and risk management frameworks
Support audit and assurance reviews by providing required information on time
Log and manage all risk and loss events arising from errors or fraud
Ensure compliance training is completed within prescribed timelines
Review customer portfolios monthly to ensure full compliance with KYC, AML, and Sanctions requirements
Oversee end-to-end account opening processes to ensure authorization and regulatory compliance
Approve new account applications and loan documentation

4. Business Management

Drive customer engagement initiatives within branches
Identify resource gaps and recommend additional staffing, budget, or equipment
Understand and communicate business unit strategy to team members
Monitor and drive achievement of performance objectives, including:
- Employee satisfaction
- Customer experience
- Cost performance
- Return on investment
- Risk, compliance, and governance
Develop quarterly and monthly action plans to support annual targets
Conduct basic statistical analysis to identify performance variances and root causes
Recommend and implement productivity and process improvement initiatives
Coach staff on new processes and areas for improvement

5. Other Duties

Perform additional duties as assigned by the Branch Manager
Prepare management reports and business proposals for approval

Education and Experience Required

Bachelor’s Degree in Business Administration or an equivalent qualification
Minimum of 4 years’ banking experience, preferably branch-based
Broad knowledge of banking products, practices, and regulatory requirements

Knowledge, Skills, and Competencies

Strong customer service and relationship management skills
Excellent verbal and written communication skills
Strong listening and interpersonal skills
Financial management and analytical capability
Strong selling, negotiation, and persuasion skills
Knowledge of bank products and services
Awareness of Bank of Tanzania (BoT) regulations
Risk management knowledge, including:
- Credit Risk
- Operational Risk
- Market Risk

Qualifications & Professional Competencies

Bachelor’s Degree or Advanced Diploma in Business, Commerce, or Management Studies
Business-to-Business Customer Relationship Management – Proficient
Customer Excellence and Service Delivery – Meets requirements
Digital familiarity – Meets requirements
Effective communication – Basic proficiency
Experience in a similar banking environment
Openness to change and adaptability
Strong product and service knowledge
Relationship-building capability

How to Apply:

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

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