Senior Relationship Officer SME

Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

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Working closely with the Business Growth & Development Manager the Senior Universal Banker will ensure implementation of sales & business growth strategies and at the same time ensure quality of the MSME book. The holder will identify business growth opportunities, acquire clients in area of jurisdiction, provide support first through Faulu Business Account opening, manage daily utilization towards future lending and build a sizeable portfolio in both deposits & MSME ensuring excellent client experience.

1. KEY TASKS AND RESPONSIBILITIES

KEY MEASURABLE GOALS

• Achievement of quality portfolio to meet targets <3 % for above 30 days and nil for below 30 days.
• Timely loan recovery and follow-ups to minimize delinquencies and improve portfolio health.
• Client acquisition, increase rate of MSME loan uptake and relationship management.
• Increase revenues through cross selling of other bank products e.g. sale of cheque books, mobile banking enrolment.
• Active Deposit Mobilization to meet set targets.

KEY RESPONSIBILITIES

• Proactively market and generate business, focusing on deposit mobilization, loan disbursement, and overall revenue growth
• Undertake regular calls and visits to customers to ensure effective relationship management and customer satisfaction
• Cross sell all Faulu products and services to both existing and potential clients ensuring maximum penetration and customer retention
• Business growth initiatives including marketing activities, new business signups, new partnerships etc
• Prepare credit appraisals, analysis and present to the Branch Credit Committee meetings further review & recommendations
• Adhere to current procedures, processes, memos and circulars as may be issued from time to time
• Address all customer queries within stipulated Service Level Agreements (SLAs)
• Monitor the portfolio quality on a daily basis and proactively institute remedial actions
• Conduct regular visits and follow-ups with customers to ensure satisfaction and foster long-term relationships
• Promote Digital Banking adoption by onboarding and supporting customers on usage of Digital Banking platforms (Digi Cash, Internet Banking USSD Code)
• Provide ongoing support to Sales Consultants to enhance their productivity and effectiveness
• Recruit, train, and manage agency banking partners while monitoring their performance, providing support and ensuring compliance with banking policies
• Liaison with the branch leadership team, local authority i.e. chiefs, opinion leaders to reinforce loan collections

2. SKILLS, KNOWLEDGE & COMPETENCIES

• Business management skills
• Credit management skills Supervisory skills
• At least 5 years as a Universal Banker in MSME business
• Lending hands on experience of at least 3 years.

Competencies Required

• Good communication 
• Interpersonal skills
• Team leader/player

3. QUALIFICATIONS & EXPERIENCE

Education

• Business related degree from a recognized university

Professional Qualifications

• Accounts Qualification Section 4 of CPAs 

Additional Qualifications/Experience (Preferred, Not A Requirement)

• Master’s degree

4. ANTI-MONEY LAUNDERING (AML) EXPECTATION

The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-YourCustomer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.

Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInterpersonal SavvyManages AmbiguityManages Complexity

Education

NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

27 February 2026 , 23:59

The Old Mutual Story!