Josiah Okumu Juma
Relationship Manager, Energy &Infrastructure, Commercial Banking
Nairobi, Nairobi Province,30
Summary
Accomplished Relationship Manager with expertise in client engagement and relationship management at Stanbic Bank Kenya Limited. Excelled in building strong customer relationships, achieving a 20% increase in client retention. Proficient in banking and new business development, leveraging excellent communication skills to drive growth and exceed performance metrics.
Driven Relationship Manager focused on deepening client relationships by providing superior service and support. Outgoing and ambitious professional with over 20 years' experience in the Financial Services Industry.
Overview
26
26
years of professional experience
Work History
Relationship Manager, Energy and Infrastructure
Stanbic Bank Kenya Limited
03.2021 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
- Strengthened client relationships by actively listening to their needs and providing tailored financial solutions.
Ag. Sector Lead, Oil & Gas and Services
Stanbic Bank Kenya Limited
03.2020 - 03.2021
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Resolved problems, improved operations and provided exceptional service.
Relationship Manager,Commercial Banking
Stanbic Bank Kenya Limited
04.2018 - 03.2020
- Identified new business opportunities through diligent market research and analysis, contributing to increased revenue growth.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Continuously updated personal knowledge of banking regulations and compliance requirements to minimize risk exposure for both clients and the organization.
- Coordinated efforts between various departments such as sales, credit assessment, operations teams for smooth delivery of services to clients.
- Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
- Conducted regular review meetings with clients, ensuring their investment portfolios were on target to meet their objectives.
- Enhanced client communication through adoption of new digital tools, improving accessibility and response times.
- Boosted client portfolio growth, identified cross-selling and upselling opportunities through detailed needs analysis.
- Improved client engagement strategies, leading to marked increase in client referrals and network expansion.
- Tailored financial solutions to client needs, ensuring alignment with their long-term goals and financial health.
- Organized and participated in client appreciation events, fostering strong community and enhancing client loyalty.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
Relationship Manager, Medium Enterprises
Stanbic Bank Kenya Limited
07.2014 - 04.2018
- Implemented effective communication strategies to maintain ongoing dialogue with clients, fostering long-term partnerships.
- Developed targeted presentations for prospective clients, effectively showcasing the value of our services and products.
- Spearheaded client retention initiative that significantly reduced churn rates through strategic engagement efforts.
- Negotiated and closed complex deals with key clients, securing significant revenue streams.
Relationship Manager, Medium Enterprises, Kisumu
Stanbic Bank Kenya Limited
07.2011 - 07.2014
- Negotiated and closed complex deals with key clients, securing significant revenue streams.
- Spearheaded client retention initiative that significantly reduced churn rates through strategic engagement efforts.
- Developed targeted presentations for prospective clients, effectively showcasing the value of our services and products.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Organized and participated in client appreciation events, fostering strong community and enhancing client loyalty.
Business Banker
Stanbic Bank Kenya Limited
06.2009 - 07.2011
- Managed a diverse portfolio of clients, ensuring their financial needs were met and exceeded.
- Maintained comprehensive knowledge of banking products and services, ensuring accurate and informed recommendations for clients.
- Fostered a positive work environment by actively participating in team meetings and sharing ideas for process improvements.
- Maintained up-to-date knowledge of competitors' products.
- Provided expert guidance on business financing options, helping clients secure necessary capital for growth.
- Enhanced customer retention through building strong relationships and addressing concerns promptly.
- Reviewed deposit profitability analysis and outlined strategies to bring unprofitable accounts back to productive status.
- Led training sessions for junior bankers, fostering a culture of continuous learning and professional development.
Account Support Officer
Stanbic Bank Kenya Limited
04.2007 - 06.2009
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
- Monitored performance metrics regularly, taking corrective actions as needed to maintain high levels of service excellence consistently.
- Utilized proven problem-solving methods in accordance with company policy to enhance client satisfaction.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Coached employees through day-to-day work and complex problems.
- Served as a reliable point of contact between clients and specialized teams within the organization, streamlining communication pathways effectively.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
- Actively participated in departmental initiatives aimed at continuous improvement within the support function environment.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new personnel regarding company operations, policies and services.
Customer Sales Consultant
Stanbic Bank Kenya Limited
10.2005 - 04.2007
- Monitored inventory levels closely, ensuring optimal availability of popular products at all times.
- Handled complex customer complaints professionally, resulting in positive resolutions that enhanced brand reputation.
- Managed a high volume of daily calls while maintaining exceptional standards of service delivery and professionalism.
- Developed long-lasting relationships with clients, promoting repeat business and loyalty.
- Consistently followed up with prospective clients to convert leads into successful sales transactions.
- Participated in regular sales meetings to discuss progress and identify areas for improvement or development.
- Implemented strategic approaches when approaching potential clients in both face-to-face settings as well as via phone calls.
- Exceeded sales targets by implementing effective upselling techniques during customer interactions.
- Assisted with the coordination of promotional events to drive brand visibility and attract new clientele.
- Worked collaboratively within a team environment to achieve collective sales targets consistently each month.
- Conducted market research to stay current on industry trends, tailoring sales strategies accordingly.
- Prepared detailed reports on personal sales achievements for management review and feedback purposes regularly.
- Provided expert advice on product features, benefits, and usage, fostering informed decision-making amongst customers.
Direct Sales Executive and Team Leader
Standard Chartered Bank Kenya Limited
03.2003 - 07.2005
- Delivered compelling sales presentations that highlighted key features and benefits of products or services, resulting in increased conversion rates.
- Established trust with clients through transparent negotiations, ethical practices, and excellent service delivery standards.
- Cultivated strong client relationships through consistent follow-ups and timely resolution of concerns, ensuring repeat business opportunities.
- Contributed to cross-functional collaborations between departments for better understanding of product offerings and improved company-wide efficiency levels.
- Boosted sales performance by developing and executing targeted marketing strategies.
- Provided comprehensive product training to new hires, contributing to their rapid integration into the sales team.
Accounts Assistant
I.C.I.P.E
02.2000 - 08.2000
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Supported the accounting team with month-end closing procedures, ensuring timely completion and accurate reporting.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Maintained clean and organized files by keeping accounts payable records up-to-date.
- Maintained an organized filing system for easy access to financial documents, improving overall efficiency.
Education
Bachelor of Commerce - Management Science Option
The University of Nairobi
Nairobi 04.2001 -
Skills
Relationship building
Customer relationships
Relationship management
Customer service
Relationship building and management
Excellent communication
Client engagement
Service support
Client acquisition
Customer relationship management
Customer portfolio management
Banking
New business development
Time management
Accomplishments
- Collaborated with team of 5 in the development of The Bank's Renewable Energy Financing Proposition.
- Consistently achieved set targets and won Beyond Excellence Awards in August 2024 and March 2025
Timeline
Relationship Manager, Energy and Infrastructure
Stanbic Bank Kenya Limited
03.2021 - Current
Ag. Sector Lead, Oil & Gas and Services
Stanbic Bank Kenya Limited
03.2020 - 03.2021
Relationship Manager,Commercial Banking
Stanbic Bank Kenya Limited
04.2018 - 03.2020
Relationship Manager, Medium Enterprises
Stanbic Bank Kenya Limited
07.2014 - 04.2018
Relationship Manager, Medium Enterprises, Kisumu
Stanbic Bank Kenya Limited
07.2011 - 07.2014
Business Banker
Stanbic Bank Kenya Limited
06.2009 - 07.2011
Account Support Officer
Stanbic Bank Kenya Limited
04.2007 - 06.2009
Customer Sales Consultant
Stanbic Bank Kenya Limited
10.2005 - 04.2007
Direct Sales Executive and Team Leader
Standard Chartered Bank Kenya Limited
03.2003 - 07.2005
Bachelor of Commerce - Management Science Option
The University of Nairobi
04.2001 -
Accounts Assistant
I.C.I.P.E
02.2000 - 08.2000