Senior Relationship Manager – Business Banking

Zambia National Commercial Bank Plc

Reference Number

To grow and retain a portfolio of high value commercial relationships by forming and maintaining strong connections with commercial clients. To proactively drive sales and delivery of client-appropriate financial solutions whilst ensuring clients receive excellent and dedicated customer service that supports the sustainable, profitable and cost-effective growth of the Commercial – Banking business.


Under the supervision of the Head Commercial Banking the following are among the Job Key Responsibilities: –

  • Identify the banking needs of the Commercial business community for solutioning by the Bank through its value proposition to grow the portfolio and overall Bank assets, liabilities and income
  • Providing financial literacy thereby adding value to the client and value to the bank in the long run
  • Cross-Sell value added solutions to grow new business, retain and expand existing portfolio.
  • Drive the Ecosystem/Value Chain approach to ensure growth of the bank’s assets and liabilities book by adding value to the full value chain
  • Plan and implement client calling schedules/plans to ensure that all clients on the portfolio have satisfactory engagement with the Bank and to support business growth.
  • Implement tactical sales and service strategies to deliver with the Commercial Banking value proposition and meet growth targets
  • Coordinate the sales efforts for liabilities and assets; extensively market low cost liabilities and identify suitable assets for on-boarding.
  • Ensure to provide leads for new business to other business unit
  • Proactively initiate credit proposals, support clients through the credit application process and obtain appropriate approvals
  • Negotiate terms and conditions and acquire information packs for preparation of credit applications for new applications and renewal of existing facilities.
  • Coordinate post approval actions of credit facilities for the segment and ensure adherence to continuing obligations and facility covenants.
  • Proactively and timely communicate to the clients the banks approval/ decline of credit loan facilities.
  • Explore alternative solutions in the event of declines from Credit were alternative structuring of a deal can mitigate risks earlier identified
  • Monitor and advise the Head Commercial Banking of key market trends and developments deduced from engagements with clients and other segments.
  • Proactively play a liaison role between customers and the banks support functions (VAF, Credit, Branch etc)
  • Ensure to accurately and efficiently process customer instructions/mandates and application for facilities.
  • Ensure high client retention and customer satisfaction index
  • Ensure full disclosure to clients on services fees, commissions and other fees levied on their accounts
  • Provide the right service the first time when dealing with client complaints and or queries
  • Proactively manage borrowing relationships and monitoring of credit facilities to keep Non-Performing Loans (NPLs) well within expected levels for the portfolio
  • Ensure compliance with bank policies and procedures to minimize operational and other losses and proactively report and document any risk events relating to the Copperbelt/Northern region portfolio.
  • Ensure consistent portfolio compliance with KYC and AML/CTF regulations.
  • Manage and control client’s industry and sector exposure as well as the banks collateral/security held to contain the identified risk
  • Maintain proper, secure and efficiently-retrievable records including records of client communications, internal memos, credit applications, account plans, client contact details and call reports
  • Proactively manage inactive and dormant accounts to keep them within acceptable limits and ensure correct segmentation of clients for the Northern/Copperbelt region
  • Provide input based on customer feedback and observed market and competitor activity to continuously improve segment products, customer channels and processes
  • Provide oversight across the Copperbelt/Northern region, ensuring compliance with the highest standards of regulatory conduct and compliance practices as defined by internal and external requirements
  • Collecting market intelligence, information, events, trends etc. to support strategy formulation
  • Drive growth of sustainable book and implementation of sustainability policy and framework in the portfolio
  • Support implementation of strategic department and bank projects including playing champion role, peer training and assigned by HCB or HBB
  • Leading of sub-teams as may be assigned and providing coaching and mentorships support in their teams
  • Any other responsibilities or tasks as maybe assigned by management.


  • Internal stakeholders
  • Customers, alliance partners, trade and commercial associations, local public leaders


  • University Degree/equivalent in relevant subject or banking qualification preferable
  • Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects
  • Minimum Experience: 5-7 years’ experience in financial environment with exposure to commercial banking preferably as a Business Manager and/or Relationship Manager managing a portfolio in the Commercial business.
  • Understanding of the Copperbelt market and the mining value chain as an added advantage
  • Commercial credit analysis certification as an added advantage
  • Proven and consistent sales performance in growth of revenue and balance sheet
  • Ecosystem understanding and proven track record in its application as well as cross selling
  • Strong credit skills with evidence of lending experience
  • Cross-function understanding of banking operations
  • Ability to communicate effectively with customers and internal stakeholders including senior management.
  • Ability to apply creative and innovative solutions to meet business and financial objectives.
  • Ability to work and collaborate across business and functions to develop customer solutions and resolve business problems
  • Professional and mature character with ability to represent the segment and the Bank in a competent and professional manner to internal and external stakeholders
  • Familiarity with international best practices and global trends in the commercial banking.
  • Knowledge of legal and regulatory issues typical for country banking system.
  • Fluent in English, both spoken and written with other spoken languages such as Mandarin, French, Hindi, Arabic as an added advantage
  • Communication and presentation skills.
  • Analytical skills
  • Research skills
  • Decision Making and Problem Solving
  • Drive for results
  • Customer service orientation
  • Attention to detail
  • Teamwork
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