Job Description
Role Overview\nThe Universal Banker role at SBM Bank Kenya is designed to drive growth in deposit, lending, and transactional business by providing comprehensive financial solutions to both SME and Retail customers. The role integrates relationship management, sales, and service excellence to deliver a seamless customer experience, deepen wallet share, and achieve profitability targets.\n\n### Key Responsibilities\n\n#### Sales & Business Development (40%)\n* Proactively sell and cross-sell the Bank's full range of products, including accounts, loans, cards, insurance, and digital solutions to both SME and Retail clients.\n* Develop and manage a robust pipeline of prospects through active fieldwork, networking, referrals, and digital channels.\n* Achieve set sales and revenue targets for deposits, loans, and non-funded income.\n* Conduct needs analysis to match customer financial goals with suitable Bank solutions.\n* Monitor performance reports for branch sales and bank products.\n* Grow the bank's market share and Non-Funded Income for specific retail and business segments.\n* Initiate, sponsor, and champion new branch activations, product launches, and internal/external campaigns.\n\n#### Relationship Management (30%)\n* Maintain regular contact with existing customers to ensure satisfaction, resolve complaints promptly, and identify opportunities for up-selling and cross-selling.\n* Serve as the primary relationship contact for assigned SME and Retail clients, providing tailored financial advice.\n* Deepen relationships by promoting digital adoption and increasing product penetration per customer.\n\n#### Customer Experience (10%)\n* Deliver a consistent, high-quality service experience across all customer touchpoints.\n* Ensure all customer requests, enquiries, and issues are resolved within the set SLA.\n* Promote self-service and digital banking usage among customers.\n\n#### Risk & Compliance\n* Maintain operational risk management guidelines to ensure compliance standards are met.\n* Strictly adhere to prudential guidelines (KYC, AML, and compliance requirements) in all interactions.\n* Review business operational policies and procedures continuously for adherence.\n* Monitor the branch portfolio at risk (PAR) to stay within bank standards and ensure accuracy during credit assessment.\n\n#### Market Intelligence\n* Monitor competitor activity, customer trends, and emerging opportunities in the SME and salaried segments.\n* Provide timely reports on sales performance, market insights, and customer feedback to management.\n* Safeguard and promote the bank’s image with the public.\n\n### Key Relationships\n* Consumer & Business Banking Clientele\n\n### Knowledge, Skills and Experience\n* A University Degree, preferably in a business-related field.\n* 2 – 5 years of banking experience with a proven track record in establishment and management of relationships.\n\n### Required Competencies\n* Strong sales and negotiation skills.\n* Delivering results and meeting customer expectations.\n* Entrepreneurial and commercial thinking.\n* Deciding and initiating action, relating, and networking.\n* Persuading and influencing, presenting, and communicating information.\n* Leading and supervising, planning and organizing.\n\n### How to Apply\nInterested and qualified candidates should apply online via the SBM Bank recruitment portal. Please visit or use the direct application link: .
