Background information about the job or company (e.g., role context, company overview)

Mwanga Hakika Bank Limited (MHB) is a fully fledged commercial bank 100% owned by local Tanzanians. We have an exciting opportunity for enthusiastic and committed individuals to join our dynamic and growing team in the following open vacancy.

Purpose of the Role

The Retail Relationship Manager is responsible for developing and managing relationships with personal and SME clients, focusing on growing deposits, loans, and other retail banking products. This role involves providing exceptional customer service, identifying and meeting clients’ financial needs, and driving business growth. The Retail RM will also work closely with other teams to ensure clients receive tailored solutions and are satisfied with the bank’s offerings.

Responsibilities or duties

Client Relationship Management:

• Develop and manage strong, long-term relationships with SME and retail clients.
• Understand customers’ financial needs and provide appropriate, tailored banking solutions.
• Maintain proactive engagement to retain clients and identify new business opportunities.

Revenue Generation:

• Drive growth in assets (loans) and liabilities (deposits) within the SME and retail portfolios.
• Support new client acquisition and cross-selling of banking products and services.

Risk Management:

• Oversee credit risk for SME and retail portfolios in line with internal policies and regulatory requirements.
• Ensure KYC compliance, credit assessments, and ongoing portfolio reviews are conducted effectively.

Client Service & Support:

• Ensure timely and effective resolution of customer inquiries and service requests.
• Work closely with Relationship Officers and branch team to improve service delivery and revenue growth.

Business Development & Strategy:

• Develop SME and retail business growth strategies and prepare performance reports for management.
• Identify new market segments and contribute to initiatives that enhance market penetration.

Operational Excellence:

• Ensure adherence to banking policies, procedures, and operational controls.
• Monitor portfolio performance to ensure quality, profitability, and compliance with risk standards.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Banking & Finance, or a related field.

Knowledge and Skills

• Ability to assess client financial needs and recommend appropriate banking products.
• Strong communication skills, both verbal and written, for client interactions and presentations.
• Excellent rapport-building, complaint resolution, and customer service skills.
• Ability to maintain long-term client relationships and trust.
• Strong organizational and time-management skills to handle multiple client needs and priorities.
• High level of professionalism and integrity when dealing with client information and transactions.

Experience needed

• 3-5 years of experience in SMEs and Retail Banking or a similar role, with a proven track record in client management.

• Develop and manage strong, long-term relationships with SME and retail clients.
• Understand customers’ financial needs and provide appropriate, tailored banking solutions.
• Maintain proactive engagement to retain clients and identify new business opportunities.
• Drive growth in assets (loans) and liabilities (deposits) within the SME and retail portfolios.
• Support new client acquisition and cross-selling of banking products and services.
• Oversee credit risk for SME and retail portfolios in line with internal policies and regulatory requirements.
• Ensure KYC compliance, credit assessments, and ongoing portfolio reviews are conducted effectively.
• Ensure timely and effective resolution of customer inquiries and service requests.
• Work closely with Relationship Officers and branch team to improve service delivery and revenue growth.
• Develop SME and retail business growth strategies and prepare performance reports for management.
• Identify new market segments and contribute to initiatives that enhance market penetration.
• Ensure adherence to banking policies, procedures, and operational controls.
• Monitor portfolio performance to ensure quality, profitability, and compliance with risk standards.

• Ability to assess client financial needs and recommend appropriate banking products.
• Strong communication skills, both verbal and written, for client interactions and presentations.
• Excellent rapport-building, complaint resolution, and customer service skills.
• Ability to maintain long-term client relationships and trust.
• Strong organizational and time-management skills to handle multiple client needs and priorities.
• High level of professionalism and integrity when dealing with client information and transactions.

• Bachelor’s degree in Business Administration, Marketing, Banking & Finance, or a related field.