About the Role

The role holder will drive personal banking portfolio growth, revenue optimization, and credit quality by serving as the primary commercial engine between sales teams, credit/risk, and portfolio operations. This role shifts focus from passive reporting to active execution by proactively managing deal pipelines, structuring viable credit solutions, resolving early-stage arrears and NPLs, and unearthing untapped business opportunities within the existing book.

Key Accountabilities

Portfolio Optimization & Commercial Insights

• Commercial Portfolio Review: Utilize standard retail data outputs to identify high-yield clients, revenue leakage, and top-tier client retention risks.
• Client Handover & Onboarding Efficiency: Standardize the smooth transfer of newly acquired clients from acquisition teams to relationship managers to lock in early product utilization.
• Net Promoter Score Improvement: Ensure operational friction is removed during loan application and portfolio servicing processes to lift overall customer satisfaction.
• Track identified revenue initiatives implementation per portfolio and efficiency in portfolio management and in the Mass market clients who are engaged through digital platforms.

Sales Enablement & RM Productivity

• Performance Accountability: Track and enforce daily, weekly, and monthly RM/BBC activity metrics, translating targets into clear execution plans.
• Inactive & Dormant Book Reactivation: Design and launch proactive sales pushes targeting inactive, dormant, and underperforming client portfolios to reactivate yield.
• Telesales Channel Management: Drive the frontline performance of the virtual/telesales PB team by providing qualified lead lists, sales scripts, and conversion targets.
• Schemes & Mass Market Growth: Work directly with scheme teams to execute fast turnaround times on loan disbursements and targeted scheme activations.

Deal Structuring & Pipeline Acceleration

• Pipeline Ownership: Actively manage and track the Personal Banking deal pipeline from origination through to drawdown, ensuring zero bottlenecks in credit approvals.
• Deal Structuring Support: Partner directly with Relationship Managers (RMs) and Branch Business Development Officers (BBCs) to structure complex or high-value borrowing proposals before submission to Credit Risk.
• Time-to-Disbursement Reduction: Serve as the main interface between front-office sales and back-office credit operations to fast-track approvals and improve conversion rates.
• Product Uptake & Cross-Sell: Drive Product Per Customer (PPC) ratios by analyzing client holdings and handing ready, actionable cross-sell lead lists directly to sales channels for immediate execution.

Portfolio Quality & NPL Remediation

• Early-Warning & Arrears Management: Monitor daily watchlists and portfolio arrears to initiate immediate frontline recovery and cure actions before accounts deteriorate.
• NPL Workout & Provision Recovery: Collaborate with credit recovery, legal, and RM teams to structure workout plans, negotiate payment terms, and drive write-backs on Non-Performing Loans (NPLs).
• Loan Provision Control: Proactively track loan impairments under IFRS 9 guidelines and execute frontline containment strategies to minimize portfolio provisioning costs.

Qualifications

• Bachelor’s degree in a business-related field.
• Minimum 5 years of retail banking experience, with a proven track record in Relationship Management, Credit Structuring, Business Development, or Portfolio Management.
• Hands-on experience in managing deal pipelines, structuring personal/retail credit facilities, and handling non-performing assets/recovery actions.
• Demonstrated history of driving sales teams or telesales channels toward revenue targets

Competencies

• Advanced proficiency in MS Excel and PowerPoint for business tracking and presentation
• Thorough understanding of Prudential Guidelines, Lending Policies, and NPL Management framework.
• Familiarity with Core Banking Systems for daily portfolio tracking and execution.

• Commercial Portfolio Review: Utilize standard retail data outputs to identify high-yield clients, revenue leakage, and top-tier client retention risks.
• Client Handover & Onboarding Efficiency: Standardize the smooth transfer of newly acquired clients from acquisition teams to relationship managers to lock in early product utilization.
• Net Promoter Score Improvement: Ensure operational friction is removed during loan application and portfolio servicing processes to lift overall customer satisfaction.
• Track identified revenue initiatives implementation per portfolio and efficiency in portfolio management and in the Mass market clients who are engaged through digital platforms.
• Performance Accountability: Track and enforce daily, weekly, and monthly RM/BBC activity metrics, translating targets into clear execution plans.
• Inactive & Dormant Book Reactivation: Design and launch proactive sales pushes targeting inactive, dormant, and underperforming client portfolios to reactivate yield.
• Telesales Channel Management: Drive the frontline performance of the virtual/telesales PB team by providing qualified lead lists, sales scripts, and conversion targets.
• Schemes & Mass Market Growth: Work directly with scheme teams to execute fast turnaround times on loan disbursements and targeted scheme activations.
• Pipeline Ownership: Actively manage and track the Personal Banking deal pipeline from origination through to drawdown, ensuring zero bottlenecks in credit approvals.
• Deal Structuring Support: Partner directly with Relationship Managers (RMs) and Branch Business Development Officers (BBCs) to structure complex or high-value borrowing proposals before submission to Credit Risk.
• Time-to-Disbursement Reduction: Serve as the main interface between front-office sales and back-office credit operations to fast-track approvals and improve conversion rates.
• Product Uptake & Cross-Sell: Drive Product Per Customer (PPC) ratios by analyzing client holdings and handing ready, actionable cross-sell lead lists directly to sales channels for immediate execution.
• Early-Warning & Arrears Management: Monitor daily watchlists and portfolio arrears to initiate immediate frontline recovery and cure actions before accounts deteriorate.
• NPL Workout & Provision Recovery: Collaborate with credit recovery, legal, and RM teams to structure workout plans, negotiate payment terms, and drive write-backs on Non-Performing Loans (NPLs).
• Loan Provision Control: Proactively track loan impairments under IFRS 9 guidelines and execute frontline containment strategies to minimize portfolio provisioning costs.

• Advanced proficiency in MS Excel and PowerPoint for business tracking and presentation
• Thorough understanding of Prudential Guidelines, Lending Policies, and NPL Management framework.
• Familiarity with Core Banking Systems for daily portfolio tracking and execution.

• Bachelor’s degree in a business-related field.
• Minimum 5 years of retail banking experience, with a proven track record in Relationship Management, Credit Structuring, Business Development, or Portfolio Management.
• Hands-on experience in managing deal pipelines, structuring personal/retail credit facilities, and handling non-performing assets/recovery actions.
• Demonstrated history of driving sales teams or telesales channels toward revenue targets