Vacancy title:
Relationship Manager- SME

[Type: FULL_TIME, Industry: Banking, Category: Management]

Jobs at:
NCBA Bank

Deadline of this Job:
Thursday, August 7 2025

Duty Station:
Clocktower Branch – Arusha | Arusha | Tanzania

Summary
Date Posted: Thursday, July 31 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Summary of Responsibilities

The Relationship Manager – SME is responsible for developing, expanding, and managing a portfolio of Small and Medium Enterprises (SME) clients to achieve set budgets aligned with the bank’s objectives. Key responsibilities include:

• Applying expertise in SME Relationship Management to:
  • Improve and update customer and prospect databases.
  • Conduct needs analysis for new and existing customers to ensure product opportunities align with their needs and priorities.
  • Explore SMEs’ short- and long-term financial goals and aspirations, staying updated on changes in their financial needs and positions.
  • Proactively manage the portfolio to maximize revenue (fees, margins, and sales), minimize costs and risks, and strengthen customer relationships with the bank.
  • Ensure SME customers are well-informed about lending application processes, credit maintenance, and account conduct expectations.
• Collaborating with key bank stakeholders to fulfill all deliverables.
• Actively engaging Client Service Managers and support functions to achieve customer excellence.

Key Accountabilities (Duties and Responsibilities)

Financial (Weighting: [Not specified])
Responsible for achieving the portfolio’s annual financial targets for Balance Sheet and Profitability, including:

• Balance Sheet Growth:
  • Growth of deposits (CASA and Fixed Deposits).
  • Growth of SME loans.
  • Growth of funded New to Bank accounts.
• Profitability (PBT):
  • Develop, maintain, and expand relationships with SME clients to build a quality asset book.
  • Ensure compliance with credit and regulatory guidelines.
  • Maintain SME clients’ Non-Performing Loans (NPL) below regulatory thresholds.
  • Contain Portfolio at Risk (PAR) within the bank’s set limit.
  • Sell and cross-sell bank digital products, bancassurance, IPF, Forex, and Trade Finance products.

Internal Business Processes (Weighting: [Not specified])
Responsible for adhering to approved policies and procedures and providing feedback to ensure competitiveness, including:

• Closing audit issues within the quarter of identification or agreed time frames, whichever is shorter.
• Achieving nil repeat audit findings.
• Ensuring 100% adherence to Service Level Agreements (SLAs).
• Maintaining 100% adherence to agreed turnaround times.

Customer (Weighting: [Not specified])
Driving customer satisfaction by:

• Developing and growing relationships with existing and potential customers.
• Identifying business development opportunities and guiding product development.
• Maintaining accurate, real-time CRM data.
• Achieving high customer satisfaction metrics:
  • Net Promoter Score.
  • Customer Satisfaction Index (CSI)/Relationship Satisfaction Index (RSI).

Learning and Growth (Weighting: [Not specified])
Delivering performance objectives and managing personal learning and development, including:

• Maintaining a personal development plan.
• Achieving high competency scores.
• Participating in coaching and training opportunities.

Job Dimensions

Reporting Relationships:

• Direct Reports: N/A
• Indirect Reports: N/A

Stakeholder Management:
Key stakeholders include:

• Internal: All bank departments.
• External: Retail and Corporate Banking customers, financial institutions, industry players, national and county governments, regulators, etc.

Decision Making Authority/Mandates/Constraints:
The position holder is empowered to make decisions related to:

• Pricing structures and negotiation parameters.
• Recommending product offerings for the portfolio.
• Serving as an escalation point to sustain value-added customer relationships.

Work Cycle and Impact:
The jobholder operates on an annual cycle.

Ideal Job Specifications

Academic:

• Bachelor’s degree from a recognized accredited university.

Professional:

• Minimum of 5 years’ experience in Retail and SME Banking, with Relationship Management experience in a banking or financial institution environment.

Desired Work Experience:

• Proven track record of consistently achieving portfolio financial growth.
• Experience in banking products, operations, and customer experience is highly desirable.
• Knowledge of the local banking industry, products, services, and regulations.
• Strong understanding of general Commercial Banking regulations and practices.

Ideal Job Competencies

Technical Competencies:

• Banking: Broad operational knowledge of banking (breadth and depth), with certifications in multiple banking areas. Serves as a reference and mentor for customers, colleagues, and partners.
• Leadership: Exercises self-leadership, delivering work to professional standards within time frames. Reliable, collaborative, and able to synthesize information to present compelling positions. Adheres to company values and objectives with high moral intelligence.
• Customer Management: Creates value-adding solutions from product offerings, socializes solutions with stakeholders, closes sales, and monitors value realization for clients and the bank.

Behavioral Competencies:

• Emotional Intelligence: Understands own strengths and limits, manages emotions effectively, and controls disruptive impulses.
• Social and Cross-Cultural Awareness: Interacts respectfully in diverse social and cultural environments, aligning with organizational values.
• Agile: Adapts plans, methods, or goals based on new information and seizes opportunities.

Work Hours: 8

Experience in Months: 60

Level of Education: bachelor degree

Job application procedure

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