Job Description

Roles & Responsibilities

The Asst. Specialist Client Relationship (Branch) is responsible for managing and servicing an assigned portfolio of SME clients at the branch level and acting as the primary on-ground interface between the Bank and its SME customers. The role focuses on client acquisition, relationship management, documentation, site visits, and ongoing portfolio monitoring, while coordinating closely with the Section Head Client Relationship (Head Office) and SME Head Office teams to ensure credit quality, regulatory compliance, and portfolio performance. The role includes mandatory site visits for new SME customers, pre- and post-disbursement verification, and periodic or ad-hoc client visits to support credit assessment, disbursement control, and risk monitoring.

2. Duties and Responsibilities

Client Relationship & Business Development

• Manage an assigned portfolio of SME clients at the branch level, ensuring high standards of service and relationship management.
• Acquire new SME clients in line with approved target segments, business plans, and credit appetite.
• Conduct regular client meetings and visits to understand business operations, funding requirements, and risk profile.
• Act as the first point of contact for SME clients for day-to-day banking and service requirements.

Site Visits & On-Ground Assessment

• Conduct mandatory site visits for new SME customers as part of onboarding and initial credit assessment.
• Perform pre-disbursement and disbursement-related site visits to verify business operations, asset existence, and compliance with approved terms.
• Undertake post-disbursement and periodic site visits to monitor end-use of funds, operational continuity, and portfolio health.
• Carry out ad-hoc site visits as and when required, including for renewals, restructuring, risk monitoring, or upon instruction from Head Office.
• Prepare and submit site visit reports, observations, and supporting evidence in line with internal policy and regulatory requirements.
• Escalate adverse findings, discrepancies, or early warning signals identified during site visits to the Section Head Client Relationship (HO) in a timely manner.

Credit Origination & Documentation

• Collect, verify, and validate client documentation required for new credit applications, renewals, and amendments.
• Prepare initial client profiles, financial summaries, and application packs in line with Bank requirements.
• Ensure completeness and accuracy of client submissions prior to forwarding cases to Head Office for appraisal and approval.
• Coordinate with clients to resolve documentation gaps or clarifications promptly.

Coordination with Head Office (Client Relationship & Credit Teams)

• Liaise closely with the Section Head Client Relationship (HO), SME Specialists, Credit, Risk, and Operations teams during credit review and approval stages.
• Respond promptly to queries, clarifications, and additional information requests raised by Head Office.
• Support efficient turnaround times by maintaining clear and continuous communication between branch and Head Office teams.

Portfolio Monitoring & Risk Awareness

• Monitor repayment performance, overdue accounts, and days-past-due (DPD) for assigned SME clients.
• Identify early warning signals and escalate potential risks to the Section Head Client Relationship (HO).
• Support renewals, amendments, restructuring, and remediation cases by providing updated client information and on-ground insights.
• Ensure compliance with approved credit terms, conditions, and covenants at the client level.
• Follow up with clients for all pending, missing, or expired mandatory documents within their portfolio, including insurance policies, asset valuations, audited financial statements, commercial registration renewals, and any other compliance-related documents.
• Ensure timely collection and submission to maintain portfolio integrity and regulatory compliance.

Disbursement & Post-Approval Support

• Coordinate with Operations and Credit Administration for timely disbursement of approved facilities.
• Ensure all pre- and post-disbursement conditions are fulfilled, including required site visits and documentation.
• Maintain ongoing engagement with clients post-disbursement to support portfolio quality and client satisfaction.
• Upon completion and verification of all required documents, proactively coordinate with customers to facilitate and expedite the disbursement process in line with approved terms.

Compliance & Governance

• Ensure all client-related activities comply with internal policies, regulatory guidelines, and KYC/AML requirements.
• Maintain accurate client records, documentation, and site visit reports at the branch level.
• Escalate policy deviations, risk concerns, or exceptional cases to Head Office as required.
• The job holder may be required to undertake additional responsibilities depending on Management and Business requirements.

KEY INTERACTIONS

1. Internal

• Head of SME
• Section Head Client Relationship (Head Office)
• SME Client Relationship, Risk, Operations, Credit Administration and other functions as required
• Branch Manager and Branch Operations teams

2. External

• SME clients and other external stakeholders as required.

Desired Candidate Profile

• Bachelor's degree in Business Administration, Finance, or a related field.
• Minimum 0-3 years of experience in SME banking, client servicing, or related roles.
• Strong analytical and credit assessment skills.
• Financial modelling and risk analysis.
• Communication and coordination abilities.
• Documentation and Information Management
• Risk Awareness and Compliance
• Relationship Management
• Job Competency : Adaptability
• Knowledge of MS Office
• Continuous Improvement
• CUSTOMER EXPERIENCE
• PROCESS IMPROVEMENT
• Self Management And Development
• Team Orientation
• CUSTOMER EXPERIENCE IMPROVEMENT
• CUSTOMER PROFILE AND SALES RECORD ANALYTICS
• CUSTOMER ENQUIRY MANAGEMENT
• CUSTOMER SERVICE DELIVERY
• FEEDBACK AND COMPLAINTS MANAGEMENT
• Relationship Building
• Result Orientation