HFC Limited, the banking and property finance subsidiary of HF Group, is a key player in Kenya’s financial services sector. The bank has cultivated a strong reputation for delivering innovative products and services that meet the evolving needs of individuals, SMEs, and corporate clients. As part of its strategic plan to deepen its footprint in the SME banking segment, HFC Limited is inviting applications from experienced, high-performing, and results-driven professionals to join its Retail Department as Relationship Managers – Business Banking in Nanyuki and Kisumu.
This exciting opportunity targets individuals who are not only passionate about customer relationship management and SME growth but are also proactive and capable of driving business development and portfolio expansion. The selected candidates will play a pivotal role in supporting the bank’s growth agenda, enhancing customer satisfaction, and delivering on key performance indicators across the business banking portfolio.
Position Title: Relationship Manager – Business Banking
Locations: Nanyuki and Kisumu
Department: Retail
Subsidiary: HFC Limited
Application Deadline: June 23, 2025
Category: Retail Banking
Overview of the Role
The Relationship Manager – Business Banking is responsible for the growth and management of SME client relationships in their respective locations. This includes acquiring new business clients, deepening existing relationships, cross-selling the bank’s products, and ensuring exceptional customer experience. The incumbent will also be accountable for maintaining the overall profitability and sustainability of the SME portfolio in line with HFC’s strategic objectives.
The role demands a proactive and entrepreneurial professional who understands the nuances of the SME sector, is well-versed in banking products, and can generate meaningful business leads. It also calls for strong interpersonal skills and a thorough understanding of financial analysis and credit evaluation processes.
Detailed Job Description
1. Acquisition: Business Development
- Drive growth of the SME portfolio across deposits, non-funded income (NFI), and asset lines by acquiring new clients through direct engagement and by supporting business sales officers in lead generation.
- Establish and foster referral networks to generate new business opportunities, engaging all internal business units to meet the holistic financial needs of business clients.
- Promote customer migration to digital banking channels including Internet Banking and WHIZZ.
- Manage and expand existing SME client relationships with a focus on forming strategic business partnerships, thereby supporting long-term portfolio sustainability and growth.
2. Portfolio Profitability (Cross-sell & Retention)
- Increase portfolio value by maximizing the number of products per customer and growing customer deposits and lending.
- Implement a strategic retention plan to preserve existing client assets and deposits, developed in collaboration with branch managers.
- Utilize customer data and insights for account planning to advise clients on appropriate financial solutions tailored to their business needs.
- Coordinate timely and satisfactory resolution of client issues and queries, ensuring seamless service delivery and customer satisfaction.
- Collaborate with internal product specialists to structure effective financial solutions for business clients.
- Maintain consistent and structured client engagement including at least one quarterly visit, one monthly phone call, and one email correspondence depending on client segment.
- Prepare and submit regular portfolio reports, providing clear summaries of lending activities and relationship management efforts.
- Champion digital onboarding of clients by ensuring registration and usage of WHIZZ and Internet Banking.
- Aim to achieve a minimum average of five products per customer across the managed portfolio.
- Understand clients’ businesses thoroughly, including their operational cycles, and identify financial solutions suitable for different stages of growth.
- Conduct preliminary credit evaluations and ensure loan applications are processed within stipulated turnaround times.
3. Customer and Market Engagement
- Regularly update client information including business turnover, directors’ details, and contact information to ensure accurate records and informed decision-making.
- Document all client interactions and ensure that all engagements are logged into the bank’s customer relationship management (CRM) system.
4. Compliance and Risk Management
- Ensure full compliance with both internal policies and external regulatory frameworks as set by the Central Bank of Kenya and other industry regulators.
- Continuously monitor operations and credit policies for the SME segment, ensuring all processes are followed meticulously to mitigate operational and credit risks.
5. General Responsibilities
- Represent and uphold HFC’s brand image in all client engagements and external communications.
- Support in handling issues related to product delivery, credit management, and service quality by collaborating with internal teams.
- Build a strong internal and external referral base by networking regularly with colleagues and business partners.
- Participate in business forums and local enterprise development initiatives to build market intelligence and generate business opportunities.
Key Competencies and Skills
The ideal candidate should demonstrate the following competencies and attributes:
- Deciding and Initiating Action: Ability to act decisively and proactively when presented with business opportunities or challenges.
- Delivering Results and Meeting Customer Expectations: Proven track record of consistently meeting or exceeding sales targets and customer satisfaction benchmarks.
- Entrepreneurial and Commercial Thinking: A strong business acumen with the ability to identify profitable opportunities and execute strategies effectively.
- Negotiation Skills: Ability to negotiate win-win financial solutions with clients and stakeholders.
- Planning and Organizing: Excellent organizational skills to manage multiple client relationships and administrative tasks efficiently.
- Presenting and Communicating Information: Strong communication skills with the ability to present financial solutions clearly to clients and internal stakeholders.
- Relating and Networking: High level of interpersonal skills to build lasting relationships with clients, business partners, and colleagues.
- Working with People: A collaborative approach to achieving team and individual targets.
Minimum Qualifications, Knowledge, and Experience
- A Bachelor’s degree in any discipline from a recognized institution.
- A minimum of five (5) years of progressive experience in client relationship management within the banking sector, with specific exposure to SME banking.
- Demonstrated experience in business development, portfolio management, and credit evaluation.
- Exceptional interpersonal and client relationship management skills.
- Excellent written and verbal communication abilities, including presentation proficiency.
Work Locations
The role is available in the following locations:
- Nanyuki: Candidates applying for this position should ideally have a good understanding of the local business environment in Nanyuki and surrounding areas, and be prepared to travel locally for client engagement.
- Kisumu: Applicants should be familiar with the SME landscape in Kisumu and its environs, with the ability to develop strong business relationships in the region.
How to Apply
Interested candidates who meet the above criteria are encouraged to apply online through the HF Group careers portal before the deadline on June 23, 2025. Only shortlisted candidates will be contacted for the next phase of the recruitment process.
