Job Purpose Statement

To drive exceptional growth in Commercial Banking through strategic business development, customer retention, and operational efficiency.

Key Accountabilities (Duties and Responsibilities)

Key Responsibilities

 Financial Performance – 45%


Develop and execute strategic sales plans to attract new loan and deposit clients.
Grow share of wallet from existing clients through cross-selling and relationship deepening.
Maintain a robust sales pipeline and ensure timely documentation of client engagements.
Collaborate with Branch Managers, Relationship Managers, and Sales Teams to maximize sales opportunities.
Monitor market trends and provide insights to leadership for product and strategy refinement.
Build and maintain strong client relationships to enhance loyalty and revenue.


Internal Business Processes – 40%


Ensure full compliance with the Bank’s Credit Policy in all lending decisions.
Adhere to KYC and AML standards for all new and existing clients.
Review loan applications for completeness, accuracy, and compliance.
Provide high-quality credit analysis and prepare comprehensive loan write-ups for Credit Committee review.
Monitor NSF reports and ensure operational risk controls are in place.
Track loan performance and proactively manage arrears to maintain a 0% portfolio at risk.
Oversee the collection and perfection of security documentation for loan disbursement.
Conduct client visits and site inspections to assess loan utilization and identify new opportunities.


 Customer Experience – 5%


Implement relationship management strategies to enhance customer satisfaction and retention.
Identify unmet client needs and support the development of tailored products and services.
Utilize CRM tools to manage client interactions and growth plans.
Continuously review and update account plans to align with client needs and business goals.


Key Outcomes:


Improved Customer Relationship Index
Enhanced Net Promoter Score
Reduced Customer Effort Score


People Management & Development – 10%


Demonstrate and promote NCBA’s core values in daily operations.
Foster a high-performance culture through effective performance management of direct and indirect reports.
Support continuous learning and ensure team members meet required training hours.


Job Dimensions

Reporting Relationships


Direct Reports: Client Service Officers
Indirect Reports: SME Relationship Managers, Assistant Relationship Managers


Stakeholder Engagement


Internal: Credit Risk, Credit Operations, Treasury, Transactional Banking, Bancassurance, Branch Managers, Trade Finance, IT & Operations
External: Approved Lawyers & Valuers, Strathmore Business School, African Guarantee Fund, African Trade Insurance


Decision-Making Authority


Type: Managerial and Strategic
Planning Horizon: 1–3 months


Qualifications & Experience


Education: Bachelor’s degree in a business-related field; Master’s degree is an added advantage.
Professional Certifications: CPA, ACCA, Credit Management, or CRM certifications.
Experience: Over 10 years in banking, with strong expertise in sales, relationship management, and credit analysis.