The Relationship Supervisor - SME role is critical in providing leadership and driving development within the SME segment, aligning with the branch’s overall strategy. The successful candidate will be responsible for achieving business development strategic targets and cultivating key relationships with stakeholders to meet the Bank’s strategic goals. This role involves active participation in the Bank’s leadership, contributing to strategic, long, medium- and short-term planning, and communicating the business strategy effectively to all stakeholders to ensure staff focus and engagement.
Key Responsibilities
Business Development
- Participate in the development of the annual and quarterly financial plans and budgets for the Branch.
- Manage borrowing and non-borrowing customers in the branch to enhance customer loyalty, mitigate loss, and increase business.
- Regularly review strategic initiatives of the branch/segments to take appropriate action.
- Direct the overall effort of the segments in growing business in optimum proportions to achieve set targets.
- Develop and deepen relationships with existing and potential customers. Identify and disseminate market opportunities and information to guide business development and product development.
- Spearhead/conduct regular business visits to clients of the Bank, prospects, and branch/affiliates of the Bank.
- Maintain a sustainable, profitable, and high-quality balance sheet.
- Cost management – enforce cost optimization of resources.
- Continuously review customer value propositions for various customer segments.
Market & Customer Service
- Collaborate and coordinate the development and implementation of sales initiatives with other branch business stakeholders.
- Continuously conduct and advise market intelligence to identify new markets’ customer trends, branch government directives, and changes in policy.
- Act as the Bank's brand ambassador.
- Participate in development & execution of strategies that build the Equity brand and endear it to its chosen markets.
- Coordinate Branch marketing initiatives.
- Originate, build, and sustain strategic business partnerships.
- Position Equity Bank Kenya as a preferred Bank.
- Ensure full adherence to the Bank’s customer service charter.
- Increase market share in line with strategic ambitions and in a profitable, ethical, and sustainable manner.
Audit Risk & Compliance
- Ensure the quality of the loan book in the various segments within the branch is within expected standards.
- Participate in the Branch Credit Committee as per policy.
- Ensure adherence to policies and procedures from regulatory authorities, Equity Bank, and other stakeholders.
- Put in place an effective Business Continuity plan for various segments.
- Ensure audit and risk rating for the Branch improves and is within set thresholds as per the key performance indicators communicated.
- Communicate and articulate the Bank’s risk and control environment to the unit staff and ensure good appreciation of the same.
People Management
- Harness existing and create new competencies to achieve competitive advantage.
- Maintain the appropriate number and caliber of human resources to deliver exceptional service, achieve targets, and maximize the business' efficiency and effectiveness.
- Manage succession at segment levels and strive to have competent successors for every key position in the branch with the aim of efficient business continuity and cost management.
- Mentor and coach staff to build their capacity to perform the roles assigned to them.
- Provide career guidance and avail learning opportunities and assignments to enhance engagement and career progression.
- Maintain high morale and motivated staff in the branch.
- Set performance expectations and conduct performance management evaluations promptly to ensure superior performance levels are maintained.
- Adhere to HR policies in the management of employees.
Performance & Reporting
- Optimize the use of the Bank’s Management Information System for performance management.
- Ensure optimum segmentation of the Bank’s client database and targeted marketing on the various business segments.
- Timely submission of reports to key stakeholders to aid in decision making.
Qualifications, Experience & Competencies
- Bachelor’s degree in business administration, finance, or a related field.
- Overall mean grade of C+ in KCSE.
- At least 3 years’ work experience in SME segment or a similar role.
- Knowledge of organizational effectiveness and operations management.
- Experience in budgeting and forecasting.
- Leadership skills.
- Ability to develop, implement, and review policies and procedures.
- Ability to oversee budgeting, reporting, planning, and auditing.
- Understanding of necessary legal and regulatory documents.
- Ability to address problems and opportunities for the company.
- Excellent communication skills.
- Outstanding organizational skills.
