Relationship Manager – Digital – Youth Banking
To grow a sustainable and profitable youth banking portfolio by acquiring, activating, engaging and retaining young customers through relevant digital solutions, strategic partnerships and financial capability initiatives. The role owns the end-to-end youth customer proposition, translates customer and portfolio insights into commercial actions, champions a seamless customer experience, and ensures compliance, responsible banking and effective risk management.
Responsibilities
- Portfolio growth: Develop and execute acquisition, onboarding, activation, engagement, cross-selling and retention plans for youth customers across physical and digital channels.
- Digital adoption: Drive active use of mobile and internet banking, cards, merchant and collection solutions, digital payments and self-service platforms.
- Relationship management: Build trusted relationships with youth customers, understand their financial needs, provide appropriate solutions and coordinate timely resolution of service issues.
- Customer proposition: Gather customer insights and work with product, technology, marketing and operations teams to design, test, launch and continuously improve youth-focused products, journeys and campaigns.
- Partnership development: Establish and manage commercially beneficial partnerships with universities, TVET institutions, schools, youth organizations, employers, fintechs, merchants and ecosystem partners.
- Sales and campaign execution: Maintain a qualified opportunity pipeline, coordinate activations and events, support lead conversion, and monitor campaign effectiveness and return on investment.
- Portfolio analytics: Track customer behaviour, deposits, transactions, digital activity, revenue, attrition and profitability; prepare actionable reports and recommend corrective measures.
- Financial capability: Design and coordinate relevant financial literacy, entrepreneurship and responsible digital banking programmes for young customers.
- Customer experience: Monitor service standards and customer feedback, identify journey pain points and champion improvements that increase satisfaction and loyalty.
- Risk and compliance: Ensure adherence to KYC, AML/CFT, data protection, consumer protection, fraud prevention, operational risk and internal policy requirements.
- Stakeholder coordination: Work closely with branches and relevant support functions to deliver agreed portfolio, service and strategic objectives.
- Market intelligence: Monitor youth trends, competitor offerings, emerging technologies and regulatory developments to identify opportunities and risks.
Qualifications
Education:
Bachelor’s degree in finance, Banking, Business Administration, Economics, Marketing, Information Systems, Social Sciences or a related field. A relevant postgraduate qualification or MBA is an advantage.
Experience:
At least 3 years’ relevant experience in banking or financial services, preferably in retail banking, relationship management, digital banking, product management, business development or youth/student market segments. Demonstrated experience delivering portfolio growth, partnerships, campaigns or digital adoption initiatives is desirable.
Technical and professional skills:
Strong sales and relationship-management capability; commercial and financial acumen; data analysis and reporting; digital platform fluency; project and campaign coordination; negotiation and presentation skills; customer-experience management; and a working knowledge of banking regulation, KYC, AML/CFT, data protection and consumer protection.
