Relationship Manager Process
The Relationship Manager (RM) is the primary point of contact between the bank and its clients. The RM is responsible for client acquisition, onboarding, ongoing account management, product cross-selling, and ensuring all interactions comply with regulatory requirements.
🤝 Key Responsibilities
- Prospecting and acquiring new corporate or retail clients.
- Conducting client needs analysis and recommending suitable banking products.
- Owning the end-to-end client onboarding experience.
- Maintaining regular client contact and relationship reviews.
- Coordinating with credit, operations, compliance, and product teams.
- Meeting annual revenue and AUM targets.
🧾 Client Segments
| Segment | Description | Typical Products |
|---|---|---|
| SME Banking | Small and medium enterprises | Term loans, trade finance, CASA |
| Corporate Banking | Large corporates and MNCs | Syndicated loans, FX, cash management |
| Private Banking | High-net-worth clients meeting the institution's segment criteria | Investments, structured products, lending and wealth-planning services |
| Retail Banking | Mass market individuals | Home loans, credit cards, deposits |
🛠️ Client Onboarding Workflow
- Prospecting: RM identifies potential client via referral, networking, or leads pipeline
- Initial meeting: Client needs analysis — business profile, banking needs, financial position
- KYC documentation collection: ACRA business profile, directors' IDs, shareholding structure, source of funds
- AML/KYC review: Compliance team screens client against sanctions lists and performs EDD if required
- Account opening approval: Branch manager or compliance approves account opening
- Account setup: Core banking system account creation; internet banking, cheque book, debit card issued
- Product onboarding: RM presents and onboards client to relevant products (loans, FX, investments)
- Periodic review: Risk-based KYC review and event-driven updates; account activity and relevant financial information reviewed
🧮 Example: Credit Proposal Preparation
Scenario: SME client requests SGD 500,000 term loan for business expansion.
| RM Activity | Output |
|---|---|
| Collect 3 years of financial statements | P&L, balance sheet, cash flow |
| Compute key financial ratios | DSCR = 1.8x, Gearing = 0.6x |
| Assess collateral | Property valued at SGD 800,000 (LTV 62.5%) |
| Draft credit proposal | Submitted to credit committee for approval |
| Credit approval | Approved with covenants (DSCR > 1.25x, annual review) |
| Loan documentation | Facility letter, mortgage deed, personal guarantee signed |
📋 Compliance & Monitoring
- All client interactions and recommendations documented in CRM system
- KYC information kept current using risk-based review cycles and event-driven reviews
- MAS FAA requirements: suitability assessment mandatory before recommending investment products
- Gifts and entertainment handled under the institution's declaration, approval and conflict-of-interest thresholds
- Conflict of interest: RMs must declare any personal relationships with clients or counterparties
- Revenue targets must not override suitability obligations — mis-selling escalated to compliance immediately
- Annual mandatory training: AML/CFT, product knowledge, MAS conduct requirements