Head of SME Centre

Job Description:

Strategic Planning & Execution

• Develop and drive the strategic plan for SME banking within the center, ensuring alignment with overall bank objectives.
• Analyze market trends, competitor activities, and customer insights to identify new growth areas.
• Develop annual business plans, forecasts, and targets in coordination with senior management.

Customer Relationship Management

• Build and manage strong, trust-based relationships with SME clients across various industries.
• Understand client needs and challenges in depth to provide customized, proactive financial solutions.
• Act as the main point of escalation for complex client issues and ensure swift resolution.
• Monitor customer satisfaction and loyalty metrics, taking action to continuously improve.

Business Development & Growth

• Identify and pursue opportunities to acquire new SME clients and deepen existing relationships.
• Partner with internal teams to cross-sell a full suite of products (loans, trade, cash management, insurance, etc.).
• Actively build referral networks with accountants, business consultants, and other partners.
• Represent the bank at external events, forums, and SME development initiatives to enhance brand visibility.

Operational Excellence

• Oversee all daily center operations to ensure compliance, service quality, and efficiency.
• Streamline workflows and improve turnaround times for loan processing, account opening, and servicing.
• Monitor adherence to internal policies, regulatory requirements, and risk controls.
• Drive automation and digitization of routine processes to enhance productivity.

Financial Management

• Manage the center’s P&L, monitoring performance against budgets, targets, and KPIs.
• Analyze financial and operational reports to identify areas of underperformance.
• Implement cost optimization measures without compromising service quality or staff performance.

Performance Management & Reporting

• Set clear performance objectives for the team aligned with business goals.
• Conduct regular performance reviews, coaching sessions, and career development planning.
• Prepare and present performance reports to senior management, highlighting achievements, gaps, and risks.

Risk & Credit Management

• Ensure that all SME lending activities follow sound credit principles and risk policies.
• Collaborate with the Risk Management Group to assess creditworthiness and manage the loan portfolio's quality.
• Proactively manage delinquent accounts and support recovery efforts when required.

Community & Ecosystem Engagement

• Strengthen the bank’s presence in the SME ecosystem through partnerships and outreach.
• Support initiatives that promote entrepreneurship and SME development in the local economy.
• Serve as a local ambassador for the bank’s SME proposition, promoting a customer-first reputation.

Job Requirements:

• Bachelor’s Degree in Business Administration, Finance, Economics or a related field is required.
• Minimum of 12 years’ experience in SME banking or related fields is required with at least 2 years in managerial or supervisory role.