About NBC Bank

NBC is the oldest serving bank in Tanzania, with over five decades of experience. The bank offers a wide range of retail, business, corporate and investment banking, wealth management products and services.

Job Summary

The Relationship Manager – Business Banking will be responsible for building and maintaining relationships across a portfolio of high-value business banking customers.

The role focuses on growing portfolio value by achieving challenging sales and income targets, improving customer satisfaction, and increasing wallet share from both new and existing customers.

The jobholder will manage and sustain a portfolio of commercial customers, build long-term relationships based on efficient and reliable support, ensure quick risk decisions, maintain consistency and quality of operational service, and maximize risk-adjusted portfolio contribution.

Responsibilities

Sales and Service – 65%

The Relationship Manager will be responsible for driving sales, improving service delivery, and strengthening client relationships. Key responsibilities include:

• Grow portfolio value in line with agreed targets through cross-selling and up-selling a variety of products and services.
• Generate ongoing referral business from existing customers within the portfolio.
• Identify sales and service opportunities and offer solutions that match customers’ needs, goals and objectives.
• Determine the most effective products for meeting customer needs and sell them both reactively and proactively.
• Adopt a commercial approach to cost control and income generation.
• Expand assigned portfolios through product optimization and profitable cross-selling.
• Achieve customer satisfaction targets by improving service standards within the assigned portfolio.
• Establish relationships and maintain proactive, regular contact with clients as part of the agreed contact plan.
• Use customer contact processes and products to develop a better understanding of customer needs.
• Provide feedback to clients, even when queries or complaints have not yet been fully resolved.
• Educate customers on new operating models.
• Engage customers and introduce prepared solutions.
• Understand and apply relevant governance and compliance procedures.
• Maintain ongoing completion of relevant governance and compliance training.
• Maintain customer records and ensure accurate completion of applications and paperwork.
• Work closely with customer service teams to respond to complex servicing requests and complaints.
• Work proactively with colleagues across the group to support lead generation and business growth.
• Promote alternative delivery channels to clients.
• Proactively raise the profile and reputation of the bank in the local community.
• Provide financial advice to existing and new customers within the local community.
• Maintain relationship plans for all customers in the portfolio to ensure customer contact is properly prioritized.
• Conduct annual and, where appropriate, interim reviews of customers’ borrowing facilities.
• Conduct annual and, where appropriate, interim reviews with non-borrowing customers.
• Determine key messages, including agreed service standards, negotiated pricing, relationship team contact points and new product changes.
• Decide on the most appropriate communication method for customers.
• Deal with customer complaints and find appropriate solutions.
• Research, create and follow up on a target list for potential new business.

Business Management – 30%

The Relationship Manager will support business growth, portfolio quality and credit application processes. Key responsibilities include:

• Research, create and follow up on a target list for potential new business.
• Identify priority customers using customer relationship planning templates to assess their current and potential contribution.
• Gather all required information needed to prepare and assess credit applications.
• Provide key judgmental information required for credit assessment.
• Work with Business Analysts, Credit Managers or Credit Management Analysts, and Operational Bankers to construct credit applications.
• Control and maintain portfolio quality by using available triggers.
• Adhere to risk management guidelines and policies.

Staff Management – 5%

The role also includes responsibility for supporting the development of team members through:

• Day-to-day coaching and development of Business Analysts.
• Day-to-day coaching and development of Relationship Officers.
• Day-to-day coaching and development of Operational Bankers.

Technical Skills and Competencies

The ideal candidate should demonstrate the following technical skills and competencies:

• Relationship management skills.
• Credit risk skills.
• General business banking knowledge.
• Communication skills.
• Ability to decide and initiate action.
• Ability to relate and network effectively.
• Persuading and influencing skills.
• Analytical skills.
• Planning and organizing skills.
• Ability to deliver results and meet customer expectations.
• Ability to follow instructions and procedures.
• Ability to cope with pressure and setbacks.

Knowledge, Expertise and Experience

The candidate should demonstrate knowledge, expertise and experience in the following areas:

• Meeting customers’ needs.
• Personal organization.
• Business awareness.
• Adaptability.
• Business development.
• Decision-making.
• Managing relationships.
• Team results.
• Innovation.
• Active listening.
• Analysis and judgment.

Minimum Requirements

Applicants must meet the following minimum requirements:

• Bachelor’s degree in Commerce, Arts degree in Economics, or an equivalent qualification.
• Five years of experience in a customer-facing role.
• Two years of experience within a sales and service environment.
• Two years of experience in developing and maintaining relationships with high-value customers.
• Seven to ten years of general banking experience.

Qualifications

Applicants should have the following qualifications and professional capabilities:

• Bachelor’s degree and professional qualifications in Business, Commerce and Management Studies.
• Commercial mindset at junior level.
• Customer excellence and service delivery experience.
• Digital familiarity.
• Basic effective communication skills.
• Experience in a similar environment at junior specialist level.
• Openness to change, with some areas requiring further development.
• Product and/or service knowledge.
• Relationship-building skills.

• Grow portfolio value in line with agreed targets through cross-selling and up-selling a variety of products and services.
• Generate ongoing referral business from existing customers within the portfolio.
• Identify sales and service opportunities and offer solutions that match customers’ needs, goals and objectives.
• Determine the most effective products for meeting customer needs and sell them both reactively and proactively.
• Adopt a commercial approach to cost control and income generation.
• Expand assigned portfolios through product optimization and profitable cross-selling.
• Achieve customer satisfaction targets by improving service standards within the assigned portfolio.
• Establish relationships and maintain proactive, regular contact with clients as part of the agreed contact plan.
• Use customer contact processes and products to develop a better understanding of customer needs.
• Provide feedback to clients, even when queries or complaints have not yet been fully resolved.
• Educate customers on new operating models.
• Engage customers and introduce prepared solutions.
• Understand and apply relevant governance and compliance procedures.
• Maintain ongoing completion of relevant governance and compliance training.
• Maintain customer records and ensure accurate completion of applications and paperwork.
• Work closely with customer service teams to respond to complex servicing requests and complaints.
• Work proactively with colleagues across the group to support lead generation and business growth.
• Promote alternative delivery channels to clients.
• Proactively raise the profile and reputation of the bank in the local community.
• Provide financial advice to existing and new customers within the local community.
• Maintain relationship plans for all customers in the portfolio to ensure customer contact is properly prioritized.
• Conduct annual and, where appropriate, interim reviews of customers’ borrowing facilities.
• Conduct annual and, where appropriate, interim reviews with non-borrowing customers.
• Determine key messages, including agreed service standards, negotiated pricing, relationship team contact points and new product changes.
• Decide on the most appropriate communication method for customers.
• Deal with customer complaints and find appropriate solutions.
• Research, create and follow up on a target list for potential new business.
• Identify priority customers using customer relationship planning templates to assess their current and potential contribution.
• Gather all required information needed to prepare and assess credit applications.
• Provide key judgmental information required for credit assessment.
• Work with Business Analysts, Credit Managers or Credit Management Analysts, and Operational Bankers to construct credit applications.
• Control and maintain portfolio quality by using available triggers.
• Adhere to risk management guidelines and policies.
• Day-to-day coaching and development of Business Analysts.
• Day-to-day coaching and development of Relationship Officers.
• Day-to-day coaching and development of Operational Bankers.

• Relationship management skills.
• Credit risk skills.
• General business banking knowledge.
• Communication skills.
• Ability to decide and initiate action.
• Ability to relate and network effectively.
• Persuading and influencing skills.
• Analytical skills.
• Planning and organizing skills.
• Ability to deliver results and meet customer expectations.
• Ability to follow instructions and procedures.
• Ability to cope with pressure and setbacks.
• Meeting customers’ needs.
• Personal organization.
• Business awareness.
• Adaptability.
• Business development.
• Decision-making.
• Managing relationships.
• Team results.
• Innovation.
• Active listening.
• Analysis and judgment.

• Bachelor’s degree in Commerce, Arts degree in Economics, or an equivalent qualification.
• Five years of experience in a customer-facing role.
• Two years of experience within a sales and service environment.
• Two years of experience in developing and maintaining relationships with high-value customers.
• Seven to ten years of general banking experience.
• Bachelor’s degree and professional qualifications in Business, Commerce and Management Studies.
• Commercial mindset at junior level.
• Customer excellence and service delivery experience.
• Digital familiarity.
• Basic effective communication skills.
• Experience in a similar environment at junior specialist level.
• Openness to change, with some areas requiring further development.
• Product and/or service knowledge.
• Relationship-building skills.