Team Manager, Business Banking

About the Role
The Team Manager for the Liability Business Banking unit is responsible for leading a team of Relationship Managers (RMs) overseeing a complex Business Banking liability portfolio that includes approximately 1,200 to 1,500 client accounts. This role is pivotal in driving sustainable business growth, ensuring portfolio quality, complying with risk regulations, enhancing customer experience, operational effectiveness, and guiding people leadership initiatives. It involves strengthening client relationships, optimizing product offerings, and engaging effectively with clients and RMs.

Key Responsibilities

• 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.
  • Liaise with superiors and direct reports within the business unit, Compliance, and 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 the wallet through cross-selling and product penetration.
  • Provide market and competitor intelligence to inform product development and pricing strategies.
  • Ensure adherence to compliance & regulatory policies, including KYC/AML procedures.
  • Maintain audit readiness and ensure satisfactory closure of audit and control findings.

• Portfolio Management & Client Coverage

  • Maintain acceptable portfolio quality.
  • Ensure the team implements and maintains complete control aspects, including documentation and periodic client visits/call reports.

• Risk, Compliance & Governance

  • Ensure the team operates within the approved risk appetite and governance frameworks.

• People Leadership & Organizational Effectiveness

  • Lead, coach, and develop the Team Manager, Relationship Managers, and Assistant Relationship Managers.
  • Establish clear performance expectations and accountability frameworks.
  • Manage talent development and retention of high-performing employees.
  • Set job objectives and conduct timely performance reviews to identify staff development and training needs.
  • Identify and reward high performers while implementing effective retention programs.

• Customer Experience & Relationship Management

  • 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.

Problem Solving

• Resolve complex customer complaints and analyze root causes.
• Collaborate with direct reports and related units within the bank to achieve business objectives.

Decision-Making Authority and Responsibility

• Recommend new and existing credit lines.
• Develop on-the-job learning opportunities for RMs and ARMs to foster professional growth.
• Manage high staff morale to ensure superior service delivery and low turnover.
• Ensure clarity among staff regarding KPIs and required competencies to effectively achieve business goals.

Knowledge, Skills & Experience

• Advanced knowledge of compliance frameworks and operating systems, particularly focused on the Small Business Segment.
• Proven experience in banking sales and service with demonstrated team leadership qualities.
• Advanced vocational know-how of subjects such as foreign exchange (FX), trade, and operating systems.
• Excellent communication, negotiation, and analytical skills.
• Minimum of 10 years of relevant banking experience in local or international markets.