Job Title: Relationship Manager
Client: Providus Bank
Grade: Assistant Manager
Locations: South-South, South-East & South-West
Job Purpose/summary
The job role holder will be responsible for managing and growing a portfolio of existing and prospective customers, with a focus on driving business growth, revenue generation, customer acquisition and retention across assigned markets.
The role holder will develop and maintain strong relationships with key customers, identify opportunities to deepen the Bank’s share of customer wallet, and provide appropriate banking solutions that meet customers’ financial and business needs. The role also requires effective portfolio management, business development, risk awareness and collaboration with relevant internal teams to deliver excellent customer service and achieve agreed business objectives.
Key Functions/Responsibilities
- Manage and grow an assigned portfolio of existing and prospective customers to achieve agreed revenue, deposit, asset and profitability targets.
- Develop and maintain strong relationships with existing and prospective customers, including key decision-makers, business owners and other relevant stakeholders.
- Drive the acquisition of new customers through proactive market engagement, referrals, networking, customer visits and other business development activities.
- Identify opportunities to deepen existing relationships through cross-selling and up-selling of the Bank’s products and services, including deposits, lending, payments, cash management and digital banking solutions.
- Develop and execute account plans for key customers, identifying opportunities to increase the Bank’s share of customer wallet and improve customer profitability.
- Proactively engage customers through regular physical visits, telephone calls, emails and other appropriate channels to understand their evolving needs and identify new business opportunities.
- Manage the customer relationship through the various stages of the customer lifecycle, including acquisition, onboarding, account activation, product penetration, service delivery, retention and relationship deepening.
- Build and maintain a robust business pipeline by identifying, pursuing and converting prospective opportunities within assigned markets.
- Follow up on prospective sales opportunities and existing customer transactions to ensure timely conversion and achievement of business targets.
- Support the origination and processing of credit facilities by engaging customers, gathering relevant information and working with Credit and other stakeholders to facilitate timely consideration of proposals.
- Monitor the performance and quality of assigned customer accounts and promptly identify and escalate potential credit, operational, compliance or relationship risks.
- Ensure that customer acceptance, onboarding and account management activities are conducted in accordance with the Bank’s policies, KYC, AML/CFT requirements and other applicable regulatory standards.
- Maintain accurate and up-to-date customer records, account plans, call reports, sales pipelines and other relationship management documentation.
- Monitor portfolio performance and prepare appropriate action plans to address revenue, deposit, asset acquisition, customer retention and other performance gaps.
- Resolve customer enquiries, complaints and service issues promptly by coordinating with relevant internal teams and ensuring appropriate follow-through to closure.
- Develop strong market intelligence by monitoring customer trends, competitor activities, industry developments and emerging business opportunities within assigned markets.
- Identify and pursue opportunities within target sectors and markets to expand the Bank’s customer base and business volumes.
- Work closely with Credit, Risk, Operations, Compliance, Treasury, Digital Banking and other relevant teams to deliver appropriate solutions and ensure timely execution of customer transactions.
- Participate in periodic sales and portfolio review meetings to assess performance, pipeline opportunities, customer activities and agreed business development actions.
- Provide guidance and support to junior relationship management team members and contribute to knowledge sharing and team development where required.
- Ensure compliance with the Bank’s policies, procedures, risk management framework, service standards and applicable regulatory requirements at all times.
Qualifications & Experience
- Minimum of a Bachelor’s degree in Business Administration, Economics, Accounting, Finance, Marketing, Management or any other relevant discipline.
- Minimum of 10 years’ relevant experience in Relationship Management, Business Development, Commercial Banking, SME Banking, Corporate Banking or a related function.
- Currently working in a commercial bank in Nigeria at Senior Banking Officer level or above, with demonstrable experience managing customer relationships and delivering business targets.