Vacancy title:
Relationship Officer

[Type: FULL_TIME, Industry: Banking, Category: Customer Service]

Jobs at:
Ecobank

Deadline of this Job:
Friday, April 11 2025

Duty Station:
Lusaka | Lusaka | Zambia

Summary
Date Posted: Thursday, April 3 2025, Base Salary: Not Disclosed

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JOB DETAILS:

JOB PURPOSE

• To provide support to Branch Managers and Relationship Managers to grow the local Commercial Bank relationships, business portfolio, and revenue in a profitable and cost-effective manner.
• To achieve all assigned operational and financial targets.
• To drive exceptional performance through sales and service excellence, teamwork, and operational efficiency.
• To understand client needs and objectives, identifying opportunities for Commercial Bank to support client growth, profitability, and sustainability.

JOB CONTEXT

• This role, based at Solwezi Branch, requires:
• A customer- and network-oriented mindset, with the ability to escalate issues to Branch Managers, Relationship Managers, or Head of Commercial Bank to maintain strong customer relationships and high-quality service.
• The incumbent will frequently provide updates and reports related to local Commercial Banking customers and business activities.

KEY RESPONSIBILITIES SALES AND RELATIONSHIP MANAGEMENT

• Manage local customer relationships within the assigned portfolio under the guidance of Branch Manager, Relationship Manager, or Head Commercial Bank.
• Ensure smooth day-to-day relationship management for assigned Agency or branch portfolio.
• Implement agreed improvements at the local level.
• Review portfolio/branch performance on a regular basis.
• Support the implementation of agreed global customer strategies.
• Meet sales goals, customer satisfaction targets, and performance KPIs.
• Deliver on revenue, deposits, risk asset targets, and efficiency ratio.
• Work with Branch Manager to review Account Plans and enhance business volumes and profitability.
• Conduct joint sales efforts with product teams and Branch/Relationship Managers to increase Ecobank’s wallet share.
• Ensure all client instructions are accurately executed in coordination with internal departments.
• Maintain discipline around target markets, products, and services.
• Contribute to preparation and achievement of approved branch/agency budgets.
• Ensure delivery of high customer service standards and retention of top-tier clients.
• Analyze sales/retention processes and MIS data to uncover new opportunities.
• Strictly manage costs at the branch/agency level and monitor direct/indirect expenses.
• Build and maintain relationships with key clients and influencers in the community.
• Track and maintain all performance records including sales, deposits, risk assets, income, expenses, and other KPIs across daily, weekly, monthly, quarterly, and annual periods.
• BUSINESS DEVELOPMENT
• Implement marketing strategies to grow existing portfolios and capture new opportunities.
• Understand customer needs and match them with suitable products and services.
• Coordinate meetings with Branch Managers, Relationship Managers, or HODs as part of the executive contact plan.
• Develop local account plans, agree on credit grading, and maximize returns in line with business strategy.
• CREDIT PROCESS, CONTROL, AND OPERATIONAL PERFORMANCE
• Assess business and risk strategies of clients to ensure compliance with local regulations.
• Ensure all credit activities meet legal, regulatory, and internal policy requirements.
• Lead compliance and risk activities to support domestic Commercial Bank targets.
• Collaborate with Internal Controls to investigate and report fraud/loss cases.
• Maintain an ARR rating of ‘Acceptable’.
• Ensure there is no loss of key local Commercial Bank relationships.
• Keep the Branch Manager/Head Commercial informed of developments that could impact client creditworthiness.
• Fully adhere to KYC, AML, and operational risk policies.
• Ensure that NPLs in the portfolio do not exceed 3%.
• CUSTOMER EXCELLENCE
• Handle day-to-day customer queries and escalate issues where necessary.
• Track and resolve recurring customer complaints through action plans.
• Achieve a minimum of 5 products per customer and assigned wallet share targets.
• Maintain customer satisfaction ratings at a minimum of ‘very satisfied’.
• Ensure at least 75% of customers are registered for eAlert, SMS Alert, eStatements, and active card usage.
• Engage customers who wish to close their accounts and investigate root causes to retain them.
• LEADERSHIP AND PEOPLE MANAGEMENT
• Monitor and report weekly on portfolio performance at Relationship Manager level.
• Demonstrate teamwork and collaboration.
• Support implementation of Ecobank’s transformation plans at branch/agency level.
• Provide cover and support to team members when required.
• Give constructive feedback on team member performance.
• Share best practices and business knowledge across teams.
• STRATEGIC INITIATIVES
• Lead strategic initiatives that contribute to commercial business growth.

JOB PROFILE Experience & Qualifications

• 2–5 years of sales experience with a strong sales record, preferably in Commercial Banking.
• Ability to interact and negotiate with decision-makers at the client’s local level.
• Bachelor’s degree in Business Administration, Banking, Marketing, or related field.

Skills, Capabilities & Personal Attributes

• Strong verbal and written communication skills in relevant local languages.
• Ability to coordinate various internal resources to deliver customer solutions.
• Excellent organizational and time management skills.
• Target-driven and collaborative team player.
• Strong customer and market orientation with strong networking abilities.
• Ability to define direction and drive execution.
• Excellent at owning and delivering results.
• Strong interpersonal and influencing skills.
• Attention to detail and ability to work under pressure.

Work Hours: 8

Experience in Months: 24

Level of Education: bachelor degree

Job application procedure

To apply for this job please visit fa-emqf-saasfaprod1.fa.ocs.oraclecloud.com.

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