Objective of the Role
* Manage the Retail/SME portfolio across London and overseas clients to ensure customer satisfaction, compliance, and revenue growth.
* Implement a relationship management strategy to ensure comprehensive coverage of all retail and SME customers.
* Play a key role in developing and implementing new products to enhance competitiveness.
* Lead the team to achieve the organization’s strategic objectives for retail banking, trade-related business, and digital product offerings.
Responsibilities, Accountabilities, and Deliverables
Key responsibilities/accountabilities:
* Manage all retail/SME accounts, ensuring profitability, compliance, and revenue generation.
* Grow the retail/SME business by delivering targeted growth in volume and value.
* Build a dynamic, high-performing team and implement strategies to maintain a profitable portfolio.
* Act as the primary point of contact for retail/SME business customers seeking banking solutions.
* Liaise between origination and operational departments to provide unparalleled customer service.
* Ensure adherence to the Complaints Handling Policy and Consumer Duty Framework.
* Drive deposit mobilization and streamline the retail portfolio.
* Develop and promote digital banking products for retail clients.
* Provide commercial updates and detailed reports on financial and trade portfolios to senior management.
* Ensure that due diligence, including ALM/KYC compliance, is up to date for all clients.
* Organize client campaigns and events in collaboration with the marketing team.
Deliverables:
* Achieve customer satisfaction and compliance.
* Mobilize deposits and streamline the retail portfolio.
* Introduce digital banking products to improve customer experience.
* Develop retail investment and savings products for liability generation.
* Ensure effective handling of customer complaints within risk appetite.
Direct reports
* SME Relationship Managers
* HNWI Relationship Manager
* Consumer Relationship Officer
* Head of Business Development
Skills and Attributes
* Proven track record in customer relationship management.
* Relevant regulatory experience in retail/SME financial services.
* Strong interpersonal and communication skills with the ability to negotiate and build networks.
* Demonstrated interest in digital technologies and their role in enhancing customer experience.
* Strong business development, credit, and risk analysis skills.
* Understanding of market dynamics, geo-political issues, and trends in relation to the organization’s objectives.
* Extensive knowledge of the retail banking industry in Africa.
Experience
* 5-10 years of customer-facing experience.
* Managerial experience in retail banking; experience in SME banking is an advantage.
Qualifications
* Degree-level education or extensive appropriate experience.
* Experience at middle management or senior level.
IT Skills
* Proficient in MS Office applications.
* Familiarity with core banking systems.