Job Purpose:

To provide enhanced Customer Experience through proactive engagements and effective Account Management of Corporate Business under Wholesale Banking. To work closely with Relationship Managers (RMs) as the main business support partner in both retention of clients and business generation through effective analytics, engagements and timely support.

Main Responsibilities:

• Manage clients' relationships through regular contacts and visits to ensure clients' banking needs are addressed effectively in a timely manner.
• Decrease Dormancy and Churn rate through Service Relationship management and monitoring of both new and existing clients service utilization behaviour.
• Work with RMs, Product Sales, Operations and other key internal stakeholders to solve clients escalated complaints that require analytics and escalations from frontline support team.
• Service Recovery for Loyalty re-building for service impacted customers through calls and/or visits.
• Identify opportunities for process improvements for better service experience and cross selling
• Participate in Service Reviews and monthly proactive calls with key clients and identify ways to continuously improve service level standards
• Proactively manage the client portfolio in compliance with regulatory environment.
• Maintain high standards of operational controls including adherence to Risk Management and Compliance guidelines.
• Embed NMB values and code of conduct by ensuring adherence to the highest standards of ethics with relevant policies, processes and regulations.
• Continually identify opportunities to improve client efficiency / performance, through e.g. optimizing channel usage, identifying service improvements, and product solutions.

Knowledge and Skills:

• Relationship Management skills
• Good Communication skills
• Account/portfolio Management and retention skills
• Report writing and analytical skills
• Credit skills are an added advantage
• Hospitality and Service Specialty are an added advantage

Qualifications and Experience:

• Bachelor's degree in business studies, Hospitality or related fields.
• 3 years of Service Industry experience with at least 1 year with High Value Clients
• Banking experience is added advantage

NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.

Female candidates and people living with disabilities are strongly encouraged to apply for this position.

NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.

Only shortlisted candidates will be contacted.

• Manage clients' relationships through regular contacts and visits to ensure clients' banking needs are addressed effectively in a timely manner.
• Decrease Dormancy and Churn rate through Service Relationship management and monitoring of both new and existing clients service utilization behaviour.
• Work with RMs, Product Sales, Operations and other key internal stakeholders to solve clients escalated complaints that require analytics and escalations from frontline support team.
• Service Recovery for Loyalty re-building for service impacted customers through calls and/or visits.
• Identify opportunities for process improvements for better service experience and cross selling
• Participate in Service Reviews and monthly proactive calls with key clients and identify ways to continuously improve service level standards
• Proactively manage the client portfolio in compliance with regulatory environment.
• Maintain high standards of operational controls including adherence to Risk Management and Compliance guidelines.
• Embed NMB values and code of conduct by ensuring adherence to the highest standards of ethics with relevant policies, processes and regulations.
• Continually identify opportunities to improve client efficiency / performance, through e.g. optimizing channel usage, identifying service improvements, and product solutions.

• Relationship Management skills
• Good Communication skills
• Account/portfolio Management and retention skills
• Report writing and analytical skills
• Credit skills are an added advantage
• Hospitality and Service Specialty are an added advantage

• Bachelor's degree in business studies, Hospitality or related fields.
• 3 years of Service Industry experience with at least 1 year with High Value Clients
• Banking experience is added advantage