Team Manager , Business Banking

About the Role
The Team Manager, Liability Business Banking, is responsible for leading a set of Relationship Managers (RMs) within a large and complex Business Banking liability portfolio, managing approximately 1,200 to 1,500 client accounts. This role encompasses 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 enhancing engagement with customers and RMs.

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, and related 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-sell and product penetration.
• Provide market and competitor intelligence to inform product development and pricing strategies.
• Adhere to compliance and regulatory policies regarding KYC/AML as established by the bank.
• Responsible for the quality and soundness of existing portfolio KYC reviews, monitoring for due diligence, and anti-money laundering procedures.
• 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 including Team Managers, 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 appetite.

B. Portfolio Management & Client Coverage

• Maintain acceptable portfolio quality.
• Ensure the team implements and maintains control aspects like documentation, periodical client visits, and call reports.

C. Risk, Compliance & Governance

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

D. People Leadership & Organization Effectiveness

• Recommending all new and existing credit lines.
• Develop on-the-job learning opportunities for RMs and ARMs to facilitate their professional growth and prepare them for higher levels of responsibility.
• Manage and maintain high staff morale to ensure superior service delivery and low turnover.
• Set job objectives and perform timely reviews to gauge performance and identify development and training needs.
• Ensure staff clarity on KPIs and competencies required to meet business goals.
• Identify and reward high performers and implement an effective retention program for critical staff.

E. Customer Experience & Relationship Management

• Acquire and build a portfolio of relationship clients through Trade, working capital, term loans, and other front-end revenue products in Business Banking.
• Drive the team to enhance relationship revenue from both new and existing portfolios by cross-selling and up-selling products.
• Manage existing Trade and Working Capital relationships.
• Responsible for the assigned assets, revenue, and liabilities targets.
• Ensure the Risk-reward equation is maintained through optimal pricing as per the segment.
• Monitor all asset products' maturities, KYC reviews, and compliance with due diligence and anti-money laundering procedures.
• Identify and segment target markets and develop new business to broaden the portfolio and pursue growth opportunities.
• Actively provide deal support to RMs in structuring and assessing product suitability.
• Assume complete ownership of customer relationship management for the assigned client portfolio, providing superior customer service.

Qualifications

• Complete knowledge and clear understanding of the bank's credit policy, operating systems, and focus on the Small Business Segment.
• Banking sales and service experience with proven leadership qualities.
• Advanced vocational knowledge of relevant subjects (such as Credit, Trade, Operating Systems, Legal, etc.).
• Excellent communication, negotiation, and analytical skills.
• Minimum of 10 years of relevant banking experience in either local or international markets.
• MBA/CA preferred, or if a regular graduate, must possess adequate relevant experience.