Relationship Manager (South-South, South-East Regions) at Ecobank Nigeria

JOB DESCRIPTION

Business and Financial Performance

• Assist in the preparation of the branch budget estimates.
• Analyse business growth opportunities in the local market and develop appropriate strategies for capturing and growing our market share.
• Work jointly and proactively with Business Segments (Consumer & Corporate Banking) and product partners to increase Ecobank’s wallet share within the respective markets.
• Achieve targeted product cross-sell ratios and increase customer adoption of Ecobank’s products and services.
• Ensure that various business segments in the branch maintain a CABAL that is commensurate with overall budget projections.
• Ensure that all incomes are properly recognized.
• Grow the deposit base of the branch with specific focus on growing low-cost deposits, collections, value-chain business and channels - across all business segments.
• Achieve cost-income ratio targets of the business.
• Ensure that credit approval memoranda (CAM) meet the Banks’ credit policy guidelines and loan accounts are operated within ‘credit approval’ limits.
• Conduct regular business performance and profitability reviews.
• Ensure all Non-Performing Loan (NPL) & Past Due Obligation (PDO) ratios are kept within budgeted limits.
• Attain targeted sales goals, performance targets and customer satisfaction levels through the effective management of resources.

Client Centricity

• Constantly review strategies to ensure that excellent, efficient and comprehensive customer service delivery, quality standards and branch ambience are constantly upheld in the branch.
• Identification and marketing of prospects within the target market.
• Responsible for exceeding customers’ expectation.
• Establish and sustain a customer-centric business culture in the branch, leveraging on people and technology to ensure service quality and excellence in the delivery of our products and services.
• Sustain/drive increased digital channel utilization with a specific focus on ATM uptime, Card adoption and activity levels, Mobile Banking adoption and activity, Retail Internet Banking (RIB) adoption, OMNI activity levels and POS activity and collections.
• Ensure high customer satisfaction as measured and monitored through customer feedback surveys and Net Promoter Scores (NPS).
• Efficiently and effectively liaise with internal departments/Units – CIB, Trade, Risk, EBS, e.t.c. including other Branches and departments to promote and drive business volumes and profitability at the branch.
• Call on customers (at least per calling policy requirements), to determine their business needs, to obtain feedback on customer service and to ensure customer satisfaction.

Process, Control and Operational Performance

• Promote high ethical and integrity standards and ensure the Ecobank Values are sustained and evident at the branch.
• Ensure there is a strong internal control system in place and monitor its adequacy and effectiveness.
• Achieve satisfactory BO audit rating and fully comply with KYC/AML and regulatory guidelines.
• Achieve and sustain effective balance sheet management.
• Make recommendations to management to improve operations process in order to improve customer satisfaction.

Strategic initiatives

• Drive and sustain the ongoing Ecobank transformation and digitalization agenda.

JOB PROFILE

Experience & Qualifications

• A minimum of 1-year relevant banking experience, with proven track record of excellent results in marketing/sales and credit.
• Good knowledge of the business environment, the banking industry and its direction, trends and regulations.
• Excellent knowledge of banking operations, technology, products & customer segmentation.
• Minimum of 2nd class lower in first degree (MBA, MSC, MA, ML and/or Professional Qualifications will be an added advantage).

Skills, Capabilities & Personal Attributes

• Commercial acumen.
• Excellent interpersonal skills.
• Quick thinking and excellent problem-solving capabilities.
• Strong credit appraisal skills.
• Good negotiation and selling skills.
• Ability to pay attention to details.
• Capacity for strategic thinking.
• Results oriented and driven.