Head Of Virtual Relationship Management

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.

Head Of Virtual Relationship Management

Job Purpose

• The Head of Virtual Relationship Management provides strategic, commercial, operational and people with leadership to the Virtual Relationship Management Unit.

• The role is accountable for delivering the unit’s financial, customer experience and operational objectives through customer acquisition, onboarding, activation, relationship deepening, cross-selling, portfolio growth, retention and win-back across approved virtual channels.

• The role holder coordinates relevant business initiatives with Product Heads and Segment Heads, translating product and segment priorities into executable Virtual RM campaigns, structured customer journeys, sales activity and measurable commercial outcomes. The role also maintains effective relationships with clients, product providers, operations, control functions and other internal stakeholders.

Roles & Responsibilities

Key Responsibilities

Strategy and Business Leadership:

• Develop and implement the Virtual RM strategy in line with the Bank’s growth, transformation, customer experience, and returns agenda.

• Translate strategic priorities into annual, quarterly, and monthly business plans, sales programmes and customer engagement activities.

• Define priorities across prospecting, onboarding, product activation, cross-selling, value management, retention, and win-back.

• Maintain an effective operating model covering customer allocation, portfolio management, lead distribution, sales execution, compliance support, and performance reporting.

• Identify emerging customer needs, commercial opportunities, and operating-model improvements that strengthen the Virtual RM proposition.

• Prepare and present business cases for resources, technology, process improvements, and new commercial initiatives.

Coordination with Product and Segment Heads:

• Establish a structured engagement rhythm with Product Heads and Segment Heads to agree on priorities, targets, campaigns, customer opportunities and delivery timelines.

• Coordinate joint initiatives across deposits, lending, cards, digital banking, insurance, investments, foreign exchange, transactional banking and other relevant propositions.

• Translate product and segment strategies into actionable Virtual RM contact campaigns, lead lists, customer journeys, and conversion plans.

• Agree on the target customer profile, proposition, eligibility criteria, documentation requirements, processing workflow, service levels, and success measures before launching an initiative.

• Participate in product and segment planning forums to ensure Virtual RM capacity, operational realities and customer insights inform proposition and campaign design.

• Work with Product Heads to ensure the team has current product information, pricing guidance, eligibility rules, sales materials, scripts, and customer communication.

• Coordinate product training and sales enablement before and during campaigns.

• Partner with Segment Heads to align activities to the needs of Premium, Personal, Diaspora, Workplace Banking, Business Banking, and other assigned customer segments.

• Escalate product, pricing, process and system barriers affecting conversion and coordinate their resolution with the relevant owners.

• Lead post-campaign reviews with Product and Segment Heads, documenting results, customer feedback, lessons learned and corrective actions.

• Ensure clear ownership across Virtual RM, Products, Segments, Operations, Compliance, Credit and other processing teams.

Revenue and Portfolio Growth:

• Own delivery of the Virtual RM unit’s financial and non-financial objectives.

• Drive growth in customer deposits, lending, cards, insurance, foreign exchange, investments, transactional activity and digital channel usage.

• Establish portfolio strategies for needs discovery, cross-selling, product bundling, account funding and wallet deepening.

• Drive acquisition and early activation of newly onboarded or upgraded customers through structured engagement.

• Develop targeted campaigns for low-engagement, inactive, dormant and underpenetrated customers.

• Track the commercial value delivered by each initiative, customer segment, lead source, and product campaign.

Sales and Campaign Management:

• Develop short- and long-term sales plans supported by clear activities, responsibilities and timelines.

• Coordinate lead generation and allocation with Product, Segment, Campaign Management and Client Solutions teams.

• Set standards for timely customer contact, needs assessment, follow-up, documentation, fulfilment and lead closure.

• Monitor contact, conversion, and fulfilment performance and ensure accurate updates on approved systems and trackers.

• Review stalled, declined, unsuccessful, and unprocessed opportunities and coordinate remedial actions.

• Promote disciplined pipeline management supported by credible customer engagements, next actions and expected closure dates.

Customer Experience and Relationship Management:

• Set standards for professional, responsive, and consistent engagement across voice, email, video, and other approved virtual channels.