This lesson examines the role of the Relationship Manager in managing a client portfolio, from business development to portfolio monitoring and risk management.

3.1 The RM’s Portfolio Responsibilities
The Relationship Manager is responsible for managing client relationships to achieve set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment . Key responsibilities include:

  • Business Growth & Development: Full responsibility for all product lines, achieving business growth for both assets and liabilities, and ensuring income, quality, and portfolio growth targets are achieved .

  • Client Acquisition: Developing a new customer base by expanding markets and cross-selling bank products.

  • Portfolio Planning: Formulating and implementing personal initiatives for assigned and new business portfolios aimed at increasing new business and share of wallet from existing clients .

3.2 Portfolio Performance Measurement
The RM’s portfolio is measured against specific growth and performance metrics :

  • Growing the number of active clients and deepening share of wallet across the portfolio.

  • Increasing product penetration per client by identifying cross-sell opportunities.

  • Delivering revenue growth while maintaining portfolio quality, disciplined credit standards, and strong risk-adjusted returns.

  • Adhering to operational risk, compliance, and credit governance processes.

3.3 Cross-Selling and Relationship Deepening
A key aspect of portfolio management is identifying opportunities to deepen relationships. The RM must partner with product specialists to grow opportunities across wealth products, trade, cash management, and FX, with a focus on driving referrals and increasing wallet share . The ability to identify wealth management opportunities for business owners, including succession planning, family business continuity, and intergenerational wealth conversations, is highly valued .

3.4 Risk and Compliance in Portfolio Management
The RM must ensure that all customers onboarded meet the minimum criteria and are screened adequately considering AML/CFT/CPF guidelines . This includes:

  • Continuously monitoring customer transactions in the context of the customer’s profile.

  • Identifying high-risk accounts such as Politically Exposed Persons (PEPs).

  • Ensuring that UBO information is obtained and captured at onboarding and throughout the customer journey.

  • Ensuring that customers are properly risk-rated as high, medium, or low .

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