Customer Relationship Management

Job Summary

The Customer Relationship Management (CRM) Manager is responsible for developing, managing, and strengthening strategic relationships with Corporate, MSME, and Institutional customers. The role focuses on identifying business opportunities, expanding the Bank's customer portfolio, mobilizing deposits, growing lending portfolios, and delivering customized banking solutions that support the Bank's strategic objectives and commitment to inclusive financial intermediation.

Education

• Bachelor of Science (BSc) or Bachelor of Arts (BA) degree in Accounting, Economics, Management, Business Administration, Banking and Finance, or a related field.

Experience

• Minimum of 8 years of relevant experience in Customer Relationship Management and Resource Mobilization within the banking industry.
• At least 2 years of experience in a supervisory position or as a Customer Relationship Manager.
• Experience managing Corporate, MSME, and Institutional customer portfolios is highly desirable.

Key Responsibilities

• Develop and maintain strong relationships with Corporate, MSME, and Institutional customers.
• Identify new business opportunities and acquire new customers to expand the Bank's portfolio.
• Promote deposit mobilization, quality lending, trade finance, digital banking, and other value-added banking products.
• Develop and implement customer relationship management strategies and account plans.
• Provide tailored financial solutions based on customer needs and business objectives.
• Monitor customer portfolios to ensure profitability, portfolio quality, and sustainable business growth.
• Coordinate with internal business units and support departments to deliver integrated banking services.
• Resolve complex customer issues and ensure timely, efficient, and high-quality service delivery.
• Analyze market trends, customer behavior, and competitor activities to identify growth opportunities.
• Prepare customer performance reports, business development reports, and portfolio reviews for management.
• Ensure compliance with the Bank's policies, regulatory requirements, and risk management standards.

Technical Skills

• Strong knowledge of banking operations, customer relationship management, and resource mobilization.
• Good understanding of corporate banking, MSME banking, trade finance, lending, and deposit products.
• Knowledge of digital banking products and financial service delivery.
• Strong analytical, financial analysis, and portfolio management skills.
• Proficiency in Microsoft Office applications and banking information systems.
• Ability to prepare business reports, customer analyses, and performance presentations.

Core Competencies

• Excellent relationship management and customer service skills.
• Strong business development and negotiation abilities.
• Leadership and team management skills.
• Strategic thinking and commercial awareness.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• High level of professionalism, integrity, and accountability.
• Excellent planning, organizational, and time management skills.
• Ability to work under pressure and achieve business targets.

Skills Required:

• Accounting / Finance
• Economics / Statistics
• Sales / Marketing / Business / Management