Full Time
Dar es salaam
Posted 1 month ago

Website I&M Bank Tanzania

Retail & Digital Banking

Relationship Manager: SME Banking (2 Posts) at I&M Bank – July 2025

Relationship Manager: SME Banking (2 Posts)

I&M Bank Tanzania

Retail & Digital Banking – Dar es salaam

Job Purpose

Build and maintain relationships within the SME banking portfolio to nurture clients, expand the customer base, and achieve sales, revenue, and customer satisfaction targets.
Drive new-to-bank acquisitions and retention through transactional products and effective client management, ensuring efficient product delivery and timely decisions.
Serve as the Single Point of Contact, managing and deepening client relationships to address their comprehensive banking and financial needs.
Develop business with new and existing customers to increase wallet share and sustain the SME portfolio.
Ensure revenue growth and diversification while meeting balance sheet and P&L targets.
Lead the development and implementation of the SME Banking Customer Value Proposition (CVP), supporting Retail, Digital, and Corporate Banking leadership with product concepts and market alignment.

Key area Responsibilities/Duties/Tasks

Driving Business growth

Lead the strategic direction, development, and implementation of business strategies to drive growth, profitability, and sustainability of the SME and Business Banking portfolio.
Expand portfolio activity through proactive customer engagement and visitations.
Research and maintain a database of potential new customers.
Translate SME Banking strategies into actionable plans in collaboration with the branch network team.
Drive business performance against KPIs, focusing on balance sheet growth, sales, revenue, credit quality, customer experience, and risk control.
Define and implement growth strategies with branch management to meet targets.
Regularly report segment performance to senior management and adjust strategies to meet goals.
Provide qualified referrals to product specialists for cross-selling treasury, trade, credit, and other services; manage parent relationships.
Monitor borrowing account performance and coordinate required actions with Unit Head.
Understand local business drivers affecting segment performance.
Analyze competitor products and recommend improvements to product teams.
Identify business improvement opportunities and advise Head of Products on service, product, and branch network adjustments.
Analyze branch network data to inform SME Banking strategy for short, medium, and long terms.
Develop new product ideas into viable business cases and proposals.
Monitor financial data to identify issues, ensure covenant compliance, and maintain asset quality at acceptable NPA levels.

Relationship and Customer Service Management

Ensure retention of deposits at a competitive level in consideration of optimal cost of funds
to avoid loss business.
Monitor maturity of fixed deposits (FDs) on a regular basis and manage retention while engaging customers for trans-actability on CASA.
Understand and articulate aggregated portfolio requirement feedback, to shape the customer proposition and product offering.
Ensure high quality, knowledgeable service levels working closely with branches to exceed customer expectations.
Act as the escalation point for customer pain point / serious complaints in order to address their issues quickly. Visit key clients such as high net worth on request from the branch managers and relationship managers.
Ensure SME Banking NPS scores is being met.
Ensure SME MIS ratio is being met. I.e., more CASA vis a vis Fixed Deposits.

Risk and Admin Credit Management Compliance

Provide support to the credit risk team by ensuring submission of relevant informationfor preparation of credit applications
Follow up on timely submission of executed security documents and offer letter after a credit proposal has been approved
Regular monitoring of compliance with board or management credit committee (BCC/MCC) directives
Ensure the credit approval conditions and covenants are met by clients as per the Bank’s requirements
Ensure compliance to Anti-money laundering (AML) and Know your customer (KYC) to all clients
Ensure turnaround time (TAT) for client’s applications are achieved through monitoring the flow of process
Update and maintain risk procedures and systems with respect to risk identification, risk assessment, risk monitoring, risk mitigation strategies and risk reporting
Ensure effective adoption and utilization of risk management tools
Drive remediation of risk management exceptions identified during audit or risk reviews
Promote risk management culture
Monitor submission of insurance, valuation reports and financials for debtors, creditors
and stock list etc.
Ensure timely submission of call reports and any other reports from time to time
Support the Head of Retail and Digital Banking in preparing and providing inputs for relationship-related budget for board approval
Perform any other duties as may be assigned by the immediate supervisor from time to time