Relationship Manager – High Net-Worth Individuals (HNI)

Job Purpose:

The role holder will be responsible for strengthening relationships with High Net-Worth Individual (HNI) clients to maximize retention, business development, revenue, and profitability. Key responsibilities include acquiring new HNI business and managing an allocated portfolio to drive growth in both the balance sheet and income. The role involves onboarding both existing and new HNI clients, fostering strong business relationships to drive sales, ensure service excellence, and maintain high levels of client satisfaction for mutual benefit. Additionally, the role collaborates with EIB, ELAK, and Treasury to provide clients with comprehensive wealth management and preservation solutions.

Key Accountabilities

Relationship Management and Financial Performance - 70%:

• To be the first point of contact for clients for the allocated portfolio
• Proactively onboard and engage existing clients on the Group’s offering, educate on new changes in the bank/industry and share advisory communication.
• Deliver deposit, loans, investment, insurance and revenue targets.
• Leverage the ecosystem opportunities across all business segments to target quality business and grow value.

 Customer Excellence - 15%:

• Digitize and cross-sell to increase product holding to a minimum of 4 (Save, Invest, Borrow & Insure)
• 100% CRM utilization on service, sales pipeline and client contact program.
• Ensure correct carding of clients in the portfolio with minimum utilization of 75%.
• Achieve best bank in HNI Banking in the country measured by wallet size growth, customer satisfaction score and NPS rating.
• Migrate transactions to digital channels – minimum of 60%.

 People - 5%:

• Team spirit and stakeholders’ management
• Efficient management of resources to deliver timely services to clients professionally.
• Training and personal development

 Internal Processes, Risk and Compliance - 10%:

• Ensure adherence to KYC, AML, legal, regulatory, and other governance requirements in client acquisition and management.
• Comply with all policies and procedures of the Group and its Subsidiaries.

Qualifications

Education, Experience

• Bachelor’s degree.
• Master’s degree will be an added advantage.
• Knowledge of Bank’s customer segments, product types, service channels and tariffs
• At least 5 years Consumer Banking Business covering liabilities & assets sales and service/relationship management

Key Competencies & Skills

• Strong interpersonal, organization and communication skills
• Experience in selling investment & insurance products and HNI clients management will be an added advantage
• Strong business acumen.