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. 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: