Job Opportunity:

Relationship Manager Private Banking

NBC is the oldest serving bank in Tanzania, with over five decades of trusted experience. We provide a wide range of retail, business, corporate and investment banking, as well as wealth management products and services.

Job Summary

The Affluent Relationship Manager is responsible for developing and growing relationships with affluent customers. The role focuses on increasing the customer base through targeted sales, delivering impeccable service, and ensuring a high level of client satisfaction and retention. You will offer personalized service, drive new business, and maximize value from existing clients.

Key Responsibilities

1. Solution Sales & Relationship Management

• Achieve sales targets for customer upgrades, new-to-bank customers, accounts, assets, liabilities, and other assigned products.
• Conduct detailed needs analysis for new and existing customers to identify suitable financial products.
• Proactively sell alternative delivery channels (internet banking, insurance, etc.).
• Contact potential customers from proactive sales efforts and referred leads; offer tailored financial solutions.
• Strengthen product penetration through portfolio reviews and cross-selling.
• Conduct financial planning to grow customer wealth.
• Monitor utilization of credit facilities and investment products; address underutilization issues.
• Manage relationships with high-net-worth customers, including senior political figures and business leaders.
• Conduct regular customer visits and organize social events to build long-term relationships.
• Manage a personal calling program; prepare monthly reports on calls and sales performance for the Head of Affluent.

2. Customer Experience

• Monitor operational delivery to customers; escalate systemic issues to the Head of Affluent.
• Log complaints, follow up on resolutions, and ensure timely customer feedback.
• Deliver world-class customer service at all times.

3. Compliance & Risk Management

• Ensure team awareness of processes, controls, and risk frameworks.
• Provide required information during audits and assurance reviews.
• Log and investigate all risk and loss events due to error or fraud.
• Monitor team compliance training and ensure timely completion.
• Review monthly portfolio compliance including KYC, AML, and sanctions requirements.
• Oversee end-to-end retail account opening and ensure KYC compliance.
• Check and approve new account applications and loan documents.

4. Business Management

• Drive customer engagement activities in branches.
• Identify resource gaps and recommend additional staffing, budget, or equipment.
• Understand and communicate business unit strategy to team members.
• Set performance targets and monitor delivery across customer experience, cost, ROI, risk, compliance and governance.
• Prepare quarterly and monthly operational plans.
• Conduct statistical analysis to identify performance issues; recommend process improvements.
• Coach staff on new or improved processes to enhance productivity.

5. Other Duties

• Carry out additional tasks assigned by the Branch Manager.
• Prepare business proposals and management reports.

Education and Experience Required

• Bachelor’s degree in Business Administration or related field.
• 4+ years banking experience (preferably branch-based).
• Broad knowledge of banking operations, products, and regulations.

Knowledge, Skills & Competencies

• Strong customer service management
• Excellent verbal and written communication
• Active listening
• Relationship management
• Financial and analytical skills
• Broad awareness of bank products
• Selling and negotiation skills
• Understanding of BOT regulations
• Credit, operational, and market risk management

Qualifications

• Bachelor’s Degree / Advanced Diploma in Business, Commerce or Management Studies
• Proficiency in:
  • Customer Acquisition
  • Customer Excellence – Service Delivery
  • Digital Familiarity
  • Effective Communication
  • Product & Service Knowledge
• Experience in a similar environment
• Relationship building & openness to change (requires further development)

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