About the Role
The Team Manager, Liability Business Banking is responsible for leading a set of Relationship Managers (RMs) overseeing a large and complex Business Banking liability portfolio, comprising approximately 1,200 to 1,500 client accounts. The role holds end-to-end accountability for business growth, revenue and profitability, portfolio quality, risk and compliance, customer experience, operational effectiveness, and people leadership. The position aims to drive sustainable growth in the liability franchise by strengthening client relationships, increasing product penetration, optimizing the asset/liability mix, and improving customer and RM engagements.
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Key Result Areas
A. Strategy & Business Leadership
- Drive achievement of revenue, profitability, portfolio growth, client acquisition, retention, and product penetration targets.
- Optimize 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 assigned revenue and liabilities targets.
- Liaise with superiors and direct reports within the business unit, Compliance, and related enabler units to achieve business objectives.
- Drive effective portfolio segmentation and differentiated client engagement strategies.
- Strengthen primary banking relationships and increase share of wallet through cross-selling and product penetration.
- Provide market and competitor intelligence to inform product development and pricing strategies.
- Adhere to all compliance and regulatory policies, including KYC/AML as set out by the bank.
- Responsible for quality and soundness of existing portfolio KYC reviews and 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 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 appetite.
B. Portfolio Management & Client Coverage
- Maintain acceptable portfolio quality.
- Ensure team implements and maintains complete control aspects, including documentation and periodical client visits/call reports.
C. Risk, Compliance & Governance
- Follow strict adherence to all compliance standards and internal governance frameworks.
- Monitor and manage compliance issues proactively to mitigate risks.
D. People Leadership & Organization Effectiveness
- Develop the on-the-job learning curve of RMs and ARMs, enabling professional growth and preparation for higher responsibilities.
- Manage and maintain high staff morale to ensure superior service delivery and low staff turnover.
- Set job objectives and perform timely reviews to measure performance and identify staff development and training needs.
- Ensure staff clarity of KPIs and job competencies to effectively achieve business goals.
- Identify and reward high performers and implement an effective retention program for critical staff.
E. Customer Experience & Relationship Management
- Resolve complex customer complaints and analyze root causes.
- Engage with superiors and direct reports to achieve business objectives and enhance client satisfaction.
Knowledge, Skills & Experience
- Minimum 10 years of relevant banking experience in local or international markets.
- Complete knowledge and clear understanding of the compliance framework, operating systems, and focus on the Small Business Segment.
- Bank sales and service experience with proven team leadership qualities.
- Advanced vocational know-how of subjects such as FX, Trade, and Operating Systems.
- Excellent communication, negotiation, and analytical skills.
