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Relationship Manager - Retail SME Job

Date:  02-Jan-2023
Business Unit:  Wholesale Banking Group
Job ID:  1686

Job Purpose

•    To manage customer relationships across assigned region handling Retail SME customers with a turnover up to AED 10M for all products & services within the Retail SME suite to achieve the Unit’s business and revenue targets.
•    To ensure that any staff are fully aware of the banks Retail SME products (Assets, Liabilities etc.) & operation process (P&PM) & policies as well as credit policy to ensure reducing the percentage of rejection / declined cases (all Retail SME products, Accounts opening, loans…. etc.) & arrange training if required.
•    To manage the segment allocation to maximise return & ensure within limits.

Key Accountabilities


*To achieve the stipulated annual targets of the Unit in assigned region with respect to:-

•    On-boarding new customers
•    Balance sheet growth. 
•    Operating income & expenses.
•    Cross Selling. 

To review credit proposals/memos to ensure compliance with policy prior to submission to relevant authorities.

Prepare documentation for exceptions to policy for presentation.

Minimise past dues, provisions & loan losses.

Portfolio monitoring.

Other Accountabilities


•    To provide input on marketplace activity for consideration of product / policy / procedural change.

Staff & Service Quality:

•    To monitor the performances / objectives of outsourced team (if applicable).
•    To ensure providing high quality service to customers by relationship team.
•    To help achieving set targets in terms of service standards for customer transactions.


•    Adherence to the Standard Operation Procedures.
•    Adherence to the procedures & policies on Credit Risk.
•    Adherence to Anti-Money Laundering Procedures – AML & to be updated with the latest guidelines.
•    Ensure that all new acquisitions done are KYC compliant.
•    Ensure that local regulatory compliance functions are in place and monitored properly.
•    Ensure that business risks and controls are well managed 
•    Compliance with code of conduct.



•    Report to SM Retail SME on a weekly basis in relation to the Units performance.

Other Accountabilities

Job Context

A general commentary of any aspects of the job that do not fit logically in the other sections e.g. current projects, operating context/environment.

The job holder will support SM Retail SME for successful delivery and ongoing performance in the assigned region.

To provide feedback to enable service delivery enhancement.


Graduate degree from a recognised university

Experience and Skills


•    Strong selling, relationship and inter personal skills required to convince customers and sell bank products
•    Communicates clearly and precisely
•    Basic Arabic (preferred)

Work Experience 
•    A minimum of 3 years’ experience in Relationship Management with at least 2 years in SME position.

Behavioural Competencies

Change and Innovation - Proficient
Communication - Proficient
Evaluating and Solving Challenges - Proficient
Results Orientation - Proficient
Working and collaborating with others - Proficient

Technical Competencies

Compliance- Retail Banking- Proficient
Customer Service - Retail Banking- Proficient
Sales- Retail Banking- Proficient
Financial Analysis- Retail Banking- Proficient
Product Knowledge- Retail Banking- Proficient
Relationship Management- Retail Banking- Proficient
Organization capability-Retail Banking- Basic
Process improvement- Retail Banking- Basic
Core and Regulatory Banking Systems-Retail Banking- Basic

Job Segment: Relationship Manager, Compliance, Business Process, Law, Banking, Customer Service, Legal, Management, Finance