About this role
Job Purpose
Team Manager, Liability Business Banking is responsible to lead a set of RMs of a large and complex Business Banking liability portfolio comprising approximately to 1,200 to 1,500 client accounts. The role has end-to-end accountability for
- Business growth, Revenue and profitability
- Portfolio quality
- Risk and compliance
- Customer experience
- Operational effectiveness
- People leadership
- The position is expected to drive sustainable growth in the liability franchise by strengthening client relationships, increasing product penetration, optimizing the asset/liability mix, improving customer and RM engagements
Key Result Areas
A. Strategy & Business Leadership
- Drive achievement of revenue, profitability, portfolio growth, client acquisition, retention, and product penetration targets.
- Optimize the portfolio mix to maximize sustainable revenue and relationship profitability.
- Identify opportunities to deepen existing relationships and acquire new high-value Business Banking clients.
- Establish the bank as the preferred primary operating bank for SMEs and self‑employed customers.
- Responsible for the assigned revenue and liabilities targets.
- Liaise with superiors and direct reports within the business unit, Compliance, related enabler units within the bank to achieve business objectives.
- Drive effective portfolio segmentation and differentiated client engagement strategies.
- Strengthen primary banking relationships and increase share of wallet through cross-sell and product penetration
- Provide market and competitor intelligence to inform product development and pricing strategies.
- Adhere to all compliance & regulatory policies with regards to KYC/AML etc as set out by the bank from time to time.
- Responsible for quality and soundness of existing portfolio KYC reviews, monitoring for due diligence, anti-money laundering procedures etc.
- Ensure the team operates within approved risk appetite and governance frameworks.
- Maintain audit readiness and ensure satisfactory closure of audit and control findings.
- Lead, coach, and develop the Team Manager, Relationship Managers, and Assistant Relationship Managers.
- Establish clear performance expectations, client excellence, accountability frameworks, and business objectives.
- Ensure effective performance management, talent development, and retention of high-performing employees.
- Drive a consistently superior customer experience across the Business Banking portfolio.
- Lead the resolution of significant customer issues, complaints, and escalations.
- Ensure proactive engagement with priority clients and identify opportunities to strengthen long-term relationships.
- Promote service excellence while maintaining appropriate risk apetite
Portfolio Management & Client Coverage
C. Risk, Compliance & Governance
D. People Leadership & Organization Effectiveness
E. Customer Experience & Relationship Management
Operating Environment, Frameworks and Boundaries, Working Relationships
- Maintain acceptable portfolio quality.
- Follow-up and ensure the team implements and maintains completes control aspects i.e. documentation, periodical clients visits / call reports,
Problem Solving
- Resolve complex customer complaints and analyze root cause.
- Liaise with superiors and direct reports within the business unit, Risk Management and related enabler units within the bank to achieve business objectives.
Decision making authority and responsibility
- Recommending all new and existing credit lines.
- Develop on the job learning curve of RM and ARM to enable them to grow & professionally and prepare them for higher level of responsibility.
- Managing and maintaining high staff morale to ensure superior service delivery and low staff turn-over.
- Set job objectives and perform timely review to measure performance and identify staff development and training needs.
- To ensure clarity among staff of KPI’s and job competencies required to effectively achieve business goals.
- Identify and reward high performers and implement an effective retention program for critical staff.
- Complete knowledge and clear understanding of the compliance framework, operating systems and focus on the Small Business Segment.
- Banking Sales & service experience with proven Team Leader qualities
- Requires advanced vocational know-how of the subject matter (viz. FX, Trade, Operating System, etc…)
- Excellent communication, negotiation and analytical skills.
- Minimum 10 years + relevant banking experience in local or international market.
Knowledge, Skills & Experience
- Complete knowledge and clear understanding of the compliance framework, operating systems and focus on the Small Business Segment.
- Banking Sales & service experience with proven Team Leader qualities
- Requires advanced vocational know-how of the subject matter (viz. FX, Trade, Operating System, etc…)
- Excellent communication, negotiation and analytical skills.
- Minimum 10 years + relevant banking experience in local or international market.