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.

Summary of Key Duties and Responsibilities
Client Relationship Management:
Build and maintain strong relationships with personal and SME clients to enhance loyalty and drive business growth.
Understand the financial needs of clients and provide personalized banking solutions tailored to their goals and objectives.
Offer advice and guidance on personal and SME banking products, including savings accounts, loans, mortgages, and insurance.

Revenue Generation:
Drive growth in deposits, loans, and other retail banking products by proactively cross-selling to clients.
Identify new business opportunities and grow the customer base through lead generation, networking, and referrals.

Customer Service & Support:
Provide high-quality customer service by responding to inquiries, resolving issues, and addressing any complaints in a timely and professional manner.
Regularly follow up with clients to ensure their satisfaction and meet their evolving financial needs.

Business Development & Strategy:
Work with the branch manager and senior team to create and implement business development strategies.
Promote the banks retail products to individuals and SMEs, identifying ways to meet both immediate and long-term client needs.
Risk Management:
Monitor and manage the credit risk associated with retail clients, ensuring all transactions comply with the banks risk management policies and procedures.
Conduct KYC (Know Your Customer) and other required risk assessments for new and existing clients.

Operational Excellence:
Ensure smooth onboarding and management of clients, including facilitating account openings, loan applications, and documentation processes.
Work closely with other departments (e.g., credit, operations) to ensure the seamless delivery of services and products.

Qualifications
•Bachelor’s degree in Business Administration, Marketing, Banking & Finance, or a related field.
•3-5 years of experience in SMEs and Retail Banking or a similar role, with a proven track record in client management.

Knowledge and Skills
•In-depth knowledge of retail banking products (loans, deposits, mortgages, insurance, etc.).
•Strong communication, negotiation, and customer service skills.
•Ability to identify client needs and provide tailored banking solutions.
•Dedicated to delivering excellent customer service and building lasting relationships.
•Focused on business growth and achieving sales targets.
•Attention to detail in managing client information and ensuring compliance with banking policies.
•High ethical standards and commitment to upholding the bank’s values.