I&M Bank Limited – Virtual Relationship Manager.

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I&M Bank is a leading commercial bank headquartered in Kenya with a growing regional presence.  The Bank offers a wide range of commercial banking and financial products and services, and prides itself on introducing innovative products and services based on the needs of its customers. We are seeking to recruit a competent and highly motivated individual with extensive experience and abilities to support business growth in the following position:

Virtual Relationship Manager


The incumbent is responsible in establishing and maintaining a professional relationship with all stakeholders (Client, Bank personnel, product providers and Support staff) via virtual channels.

  • Receive leads data provided by the Campaign Manager or set up by appointment campaign.
  • If it is a lead, make telephonic contact with the client to set up a meeting within the specified timeframes per the leads campaign agreement.
  • Based on the lead provided, assess the client’s portfolio and identify possible gaps for which solutions can be formulated, prior to contacting the client.
  • Manage inbound calls, online and Virtual queries and requests from customers seeking advice on their financial needs.
  • Disclose all the relevant information to the client as required by the relevant legislative frameworks (e.g. Prudential guidelines and Banking act) at the initial interaction; to enable the client to make a decision on whether or not to proceed with the transaction.
  • Follow all the steps in the designated client engagement process as specified by I&M Bank procedures and processes.
  • Provide regular feedback to the Line Manager on actions taken to progress the lead.
  • Actioning and closing leads appropriately on identified systems as per provided guidelines.
  • Provide the correct campaign product information at all times during client interactions.
  • Meet conversion ratios through engaging with the required number of clients daily and providing the required number of customer solutions.
  • Manage the end to end application process.

Customer service/retention action

  • Make use of the Financial Needs Analysis tool (standardized format) provided to conduct a comprehensive risk evaluation for the client.
  • Obtain the client’s consent to access his/her existing policy information by getting him/her to acknowledge through voice-logging or to sign the relevant documents in order to get a comprehensive view of the client’s life assurance (long term insurance and investments) portfolio.
  • Discuss various possible solutions and options available with the client and thereafter recommend the most appropriate solution(s) to address any gaps.
  • Generate and discuss the appropriate solution in writing (quotation) with the client, complete the necessary.
  • Acquisition and onboarding of target customers telephonically and through digital channels onto identified products and on prescribed customer attributes.
  • Collection and submission of complete requisite documentations for customer identification and processing.
  • Delivery of excellent customer experience to ensure sustainable organic growth of Existing To Bank / New To Bank customers.
  • Achieve monthly sales targets as agreed with I&M Bank.
  • Achieve a Net Promoter Score of not less than 60% in portfolio of customers onboarded onto various I&M Bank’s products, channels and services.
  • Drive increased assets balance sheet per customer, liabilities balance sheet per customer and revenue per customer through continued customer engagements.
  • Monitor and ensure funding of Zero Balance Accounts, Low Funded Accounts, Inactive Accounts and Overdrawn Accounts in your portfolio as part of ensuring funding growth.
  • Ensure ongoing reviews of the Customer Discussion Document for each customer in the portfolio and drive satisfaction through proactive identification of identified clients¡¦ ongoing financial needs and cross-sale of required solutions.

Risk and Compliance

  • Ensure that all I&M Bank Compliance exams are completed timeously and the relevant pass mark achieved.
  • Ensure that all Regulatory and I&M Bank Compliance requirements are met by following the campaign sales scripts during interactions with the client
  • Report any non-compliance issues such as non-adherence to scripts to line management.
  • Comply with all applicable regulatory requirements.

Personal Development

  • Attend all the required training to attain accreditation to market the various products (product provider)
  • Attend all the requisite internal training (i.e. Percipio platform or related courses)
  • Ensure that Fit and Proper status is maintained (honesty, integrity, financial solvency).
  • Manage own career and personal development.
  • Ensure that all personal details such as street address, contact numbers etc are up to date on the Employee Self.
  • Comply with house rules.
  • Meet required adherence & absenteeism requirements.
  • Proactively minimize costs to the organization.
  • Work closely with other members of the unit to deliver outstanding performance.
  • Attend team buzz sessions and meetings and contribute fully, including suggestions for ways of improving customer service
  • Support team by sharing knowledge & best practice

Experience Required

  • Past experience in similar tele sales environment offering financial / insurance solutions.
  • Demonstratable macro insights on financial solutioning.

Knowledge & Skills:

  • Knowledge of the insurance industry
  • Knowledge of financial management
  • Presentation Skills
  • Negotiation Skills
  • Interpersonal Skills
  • People Management Skills
  • Entrepreneurial Skills
  • Effective relationship building skills Required
  • Sales skills


  • Achieving personal work goals and objectives
  • Coping with pressures and setbacks
  • Entrepreneurial and commercial thinking
  • Deciding and initiating action
  • Delivering results and meeting customer expectations
  • Persuading and influencing
  • Relating and networking


If you believe you meet the above requirements log onto our www.imbankgroup.com/ke and click on careers and apply for the position. Your application should reach us as soon as possible but not later than 25th November 2022.