Relationship Officer: NGO’s & Religious Institutions at NBC Bank | April 2024

NBC is the oldest serving bank in Tanzania with over five decades of experience. We offer a range of retail, business, corporate and investment banking, wealth management products and services.

Job Summary

– Supporting Relationship Manager (NGOs and Religious Institutions) in effectively achieving revenue targets, delivering excellent service and meeting productivity targets.
– Driving sales of relevant products and services to NGOs and Religious Institutions.
– Supporting SME’s regional managers and Ro’s on identifying business opportunities from NGOs and Religious Institutions.

Job Description

Accountability:  Business Management 40%

• Maintenance of the client relationships
• To provide guidance and support to the sales team on the identification and closure of client transactions across the portfolio.
• Monitoring of sales targets and deal pipelines to ensure targets are achieved.
• Provide solutions for client’s transactional requirements both NGOs’ and Religious Institutions.
• Drive Sales of new NGOs’ and Religious Institutions solutions.
• Assist Commercial and SME Sales teams develop relationship plans for their client base.
• Create the suitable structure for the best NGOs’ and Religious Institutions products, including end to end process flow between front office and back-office functions.
• Reconciliation and corrective action responsibility for accounting of portfolio clients, benchmarking closed pipeline deals/transactions against NBC NGOs’ and Religious Institutions reporting to ensure no income leakage.
• Coordinate end to end collating and analysing customer information on NGOs’ and Religious Institutions performance monthly by customer and relationship manager. Flag customer accounts showing reduced volumes and initiating remedial action through prescribed action plans.
• Support other Relationship Officers’ sales and performance targets by proactively monitoring and acting on Daily Scorecards, Monthly financial and Operational reviews, Call Reports, and pipeline of business opportunities reports.
• Monitor and manage NGOs and Religious Institutions applications at a satisfactory rate of return to the bank.
• Provide value added engagement with other departments and Product Specialists within the bank on assuring customers applications are effectively attended as per the SLA.
• Effectively engage in stakeholders Forums/ Meetings with a view of assisting business in to tap cheap deposits from NGOs and Religious Institutions.

People Management and Development 20%

• Encouraging individual ownership and self-initiative with a view of achieving organisational goals.
• Identify development of training needs in collaboration with respective Relationship Manager to ensure proper delivery of training and coaching.
• Drive employee development and engagement within the cluster and branch teams that results in a high-performance climate and culture.
• Support to Monitor and ensure that Branch Key Performance Indicators relating to NGOs and Religious Institutions  
• Effectively engage in stakeholders Forums/ Meetings with a view of assisting business in to tap cheap deposits from NGOs and Religious Institutions.
• Effectively engage in stakeholders Forums/ Meetings with a view of assisting business in to tap cheap deposits from NGOs and Religious Institutions are achieved.
• Share knowledge experience and best practice with branch managers, relationship officers, branch teams and the broader business.
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development.

Customer Service Management 15%

• Proactively and professionally support sales team and officers to manage client experience by providing appropriate on job training and coaching on product and services delivery.
• Keep an active and accurate records/log of customers complains discussions/correspondences with clients and provide timely feedback on unresolved /resolved issues.
• Effectively co-ordinate client relationships/activities with other department within the bank.
• Use client feedback to improve product and service offering.
• Participate in weekly performance review, and knowledge sharing meetings with Regional Managers, Branch Managers and Relationship Officers.
• Conducting maintain constant dialogue/sharing of information with other departments (Retail and Corporate Credit, Corporate Banking, SMU, ICU, Treasury and Legal).
• Support in Coordinating local functions/community/governmental and business development activities.
• Understand and articulate aggregated cluster requirements feedback to shape the customer proposition and product offering.
• Ensure high quality, knowledgeable service levels in branches to exceed customer expectations.
• Build a motivated, committed, and focused Branch team, consistently delivering creative, precise, and customer-focused service.
• Support to Collaborate cross-functionally to provide high standard of service delivery.
• Engage in NGOs and Religious Institutions meetings as needed.

Accountability:  Risk, Control and Compliance Management 15%

• Work with Risk Department in building awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies for the Business Banking Department.
•  Ensure that All Relationship Officers review their NGOs and Religious Institutions portfolio on a monthly basis and ensure that all documentation required (KYC, AML and Sanctions) are up to date, and escalate any unresolved KYC requirements to the relevant mandated holders.
• Ensure accountability on the accuracy and quality of the documents, loan applications, ICU checklist and other related documents.
• Ensure the region operates in a compliant manner and adheres to relevant company and regulatory requirements to achieve satisfactory grades in local & Group Audits
• Understand risks and risk events (incidents) relevant to the role.”
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls, and compliance requirements.
• Ensure all financial crime matters are addressed on time e.g. annual PEP & HRR, LR reviews.
• Control Non-performing Assets to within regulatory and Industry standards.

Change Management 10%

• Comply and keep abreast of all policies, procedures, and circulars updates.
• Ensure self-development pertaining to career path to develop knowledge and skills.
• Complete all critical compliance training.
• Project manage all major organizational changes such as organizational structure changes, IT/system changes or process changes, Process Improvement, 

Education and Experience Required

• Bachelor Degree / Advance Diploma / Diploma or Equivalent qualification in Finance, Accounting, Economics, Business Admiration, or any other related field
• At least 2 years of experience in similar role

Knowledge & Skills

• High impact communication and presentation skills
• Strong Financial and Analytical Skills
• Excellent relationship building skills – both with internal stakeholders and clients
• Highly developed networking skills, both for internal and external network
• Strong problem-solving skills coupled with decision making ability.
• Business Acumen/Business Awareness
• Business Development
• Credit appraisal skills.
• Credit Risk Management
• Driving Customer Experience
• Operational Risk Management
• Stakeholder Engagement
• External market awareness
• Commercial Effectiveness
• Strong negotiation and influencing skills.

Qualifications

Administration (Meets all of the requirements), Bachelor`s Degrees and Advanced Diplomas – Office Administration, Customer Excellence – Service Delivery (Meets all of the requirements), Digital familiarity (Meets some of the requirements and would need further development), Enabling team success (Meets some of the requirements and would need further development), Experience in a similar environment, Openness to change (Meets some of the requirements and would need further development), Planning and organising (Meets all of the requirements)