Team Manager, Business Banking

Job Purpose

Team Manger, Liability Business Banking is responsible to lead a set of RMs of a large and complex Business Banking liability portfolio comprising approximately to 1,200 to 1,500 client accounts. The role has end-to-end accountability for

• Business growth, Revenue and profitability
• Portfolio quality
• Risk and compliance
• Customer experience
• Operational effectiveness
• People leadership
• The position is expected to drive sustainable growth in the liability franchise by strengthening client relationships, increasing product penetration, optimizing the asset/liability mix, improving customer and RM engagements

Key Result Areas

A. Strategy & Business Leadership

• Drive achievement of revenue, profitability, portfolio growth, client acquisition, retention, and product penetration targets.
• Optimize the portfolio mix to maximize sustainable revenue and relationship profitability.
• Identify opportunities to deepen existing relationships and acquire new high-value Business Banking clients.
• Establish the bank as the preferred primary operating bank for SMEs and self‑employed customers.
• Responsible for the assigned revenue and liabilities targets.
• Liaise with superiors and direct reports within the business unit, Compliance, related enabler units within the bank to achieve business objectives.
• Drive effective portfolio segmentation and differentiated client engagement strategies.
• Strengthen primary banking relationships and increase share of wallet through cross-sell and product penetration
• Provide market and competitor intelligence to inform product development and pricing strategies.
• Adhere to all compliance & regulatory policies with regards to KYC/AML etc as set out by the bank from time to time.
• Responsible for quality and soundness of existing portfolio KYC reviews, monitoring for due diligence, anti-money laundering procedures etc.
• Ensure the team operates within approved risk appetite and governance frameworks.
• Maintain audit readiness and ensure satisfactory closure of audit and control findings.
• Lead, coach, and develop the Team Manager, Relationship Managers, and Assistant Relationship Managers.
• Establish clear performance expectations, client excellence, accountability frameworks, and business objectives.
• Ensure effective performance management, talent development, and retention of high-performing employees.
• Drive a consistently superior customer experience across the Business Banking portfolio.
• Lead the resolution of significant customer issues, complaints, and escalations.
• Ensure proactive engagement with priority clients and identify opportunities to strengthen long-term relationships.
• Promote service excellence while maintaining appropriate risk apetite

Portfolio Management & Client Coverage

C. Risk, Compliance & Governance

D. People Leadership & Organization Effectiveness

E. Customer Experience & Relationship Management

Operating Environment, Frameworks and Boundaries, Working Relationships

• Maintain acceptable portfolio quality.
• Follow-up and ensure the team implements and maintains completes control aspects i.e. documentation, periodical clients visits / call reports,

Problem Solving

• Resolve complex customer complaints and analyze root cause.
• Liaise with superiors and direct reports within the business unit, Risk Management and related enabler units within the bank to achieve business objectives.

Decision making authority and responsibility

• Recommending all new and existing credit lines.
• Develop on the job learning curve of RM and ARM to enable them to grow & professionally and prepare them for higher level of responsibility.
• Managing and maintaining high staff morale to ensure superior service delivery and low staff turn-over.
• Set job objectives and perform timely review to measure performance and identify staff development and training needs.
• To ensure clarity among staff of KPI’s and job competencies required to effectively achieve business goals.
• Identify and reward high performers and implement an effective retention program for critical staff.
• Complete knowledge and clear understanding of the compliance framework, operating systems and focus on the Small Business Segment.
• Banking Sales & service experience with proven Team Leader qualities
• Requires advanced vocational know-how of the subject matter (viz. FX, Trade, Operating System, etc…)
• Excellent communication, negotiation and analytical skills.
• Minimum 10 years + relevant banking experience in local or international market.

Knowledge, Skills & Experience

• Complete knowledge and clear understanding of the compliance framework, operating systems and focus on the Small Business Segment.
• Banking Sales & service experience with proven Team Leader qualities
• Requires advanced vocational know-how of the subject matter (viz. FX, Trade, Operating System, etc…)
• Excellent communication, negotiation and analytical skills.
• Minimum 10 years + relevant banking experience in local or international market.