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IB
Head of Virtual Relationship Management
I&M Bankvia MyJobMag
Salary
Not Disclosed
Location
Nairobi, Kenya
Type
Full Time
Deadline
03 Nov 2026
11 days left
Job Description
Lead the Virtual Relationship Management unit, accountable for its financial, customer experience and operational goals across remote channels, and coordinate campaigns and sales activity with Product and Segment Heads.
Build and run the Virtual RM strategy aligned with the bank's growth, transformation, customer experience, and returns goals.
Turn strategy into annual, quarterly, and monthly plans, sales programmes, and engagement activities.
Set priorities across prospecting, onboarding, activation, cross-selling, value management, retention, and win-back.
Maintain an operating model covering customer allocation, portfolio management, lead distribution, sales, compliance support, and reporting.
Prepare and present business cases for resources, technology, process changes, and new initiatives.
Set a regular engagement rhythm with Product and Segment Heads on priorities, targets, campaigns, and timelines.
Coordinate joint initiatives across deposits, lending, cards, digital, insurance, investments, FX, and transactional banking.
Convert product and segment strategies into contact campaigns, lead lists, customer journeys, and conversion plans.
Ensure the team has current product information, pricing, eligibility rules, sales materials, scripts, and communications, and coordinate product training and sales enablement.
Align activities with the needs of Premium, Personal, Diaspora, Workplace, Business Banking, and other segments.
Lead post-campaign reviews that document results, customer feedback, lessons learned, and corrective actions.
Own the unit's financial and non-financial objectives, growing deposits, lending, cards, insurance, FX, investments, transactions, and digital channel usage.
Set portfolio strategies for needs discovery, cross-selling, bundling, account funding, and wallet deepening.
Run targeted campaigns for low-engagement, inactive, dormant, and underpenetrated customers.
Create short- and long-term sales plans and coordinate lead generation and allocation with Product, Segment, Campaign Management, and Client Solutions teams.
Monitor contact, conversion, and fulfilment, and enforce disciplined pipeline management.
Set standards for professional, consistent engagement across voice, email, video, and other virtual channels, and oversee timely resolution of complaints and service issues.
Own end-to-end effectiveness of Virtual RM processes and work with Operations, Compliance, Credit, Technology, and Product teams to simplify and digitise them.
Define and monitor turnaround times and service-level agreements across the value chain.
Ensure Virtual RM activities comply with laws, regulations, and bank policies, with strong controls over KYC, consent, documentation, disclosure, and submission.
Ensure timely escalation and closure of operational, conduct, compliance, and fraud risks.
Maintain dashboards covering sales, pipeline, contacts, conversion, growth, penetration, turnaround, and campaigns, and report to senior management.
Lead, coach, and motivate the team, run performance reviews, and develop succession plans.
Support workforce planning, recruitment, onboarding, and deployment of Virtual RM staff.
Build working relationships across Product, Segment, Branch, Marketing, Credit, Operations, Compliance, Risk, Technology, HR, Finance, Data, and other teams, and represent the unit in governance and performance forums.
Requirements
Bachelor's degree in business administration, commerce, finance, economics, marketing, or a related field.
A postgraduate qualification or relevant professional certification is an added advantage.
Substantial experience in relationship management, retail, premium, or virtual banking, sales leadership, or portfolio management.
Demonstrated experience leading a sales or relationship management team.
Experience coordinating initiatives across Product, Segment, Operations, Credit, Compliance, and Digital teams.
Strong exposure to portfolio growth, customer acquisition, cross-selling, and performance management.
Experience with technology-enabled or virtual engagement channels is advantageous.
Knowledge and skills: strategic planning and commercial execution; financial and performance analysis; retail, premium and virtual banking; risk, compliance and operational control; sales leadership, campaign and pipeline management; stakeholder management; coaching and people development.
Key competencies: strategic and commercial orientation; customer centricity; results and execution focus; enterprise collaboration; accountability; innovation; people leadership; sound judgement; integrity and risk awareness; resilience and adaptability.
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