Job Summary
\nResponsible for client solutioning, service and identification of leads by being a member of the Client Relationship Team (Cross Functional Team; RM, ARM and Product Specialists). Assist the RM with sales research, relationship development, needs analysis and be responsible for the day-to-day operations and risk management of client portfolios. Serves as the second point of contact to the client on sales and service issues. Responsible for all operational activities in the Client Relationship Team
\nJob Description\u200b
\nKey Accountabilities;\u00a0Sales, Customer Solutioning and Customer Experience: -50%
\n\uf0d8 Cross sell vanilla products to existing clients and increase the cross-sell ratio of each client ensuring that each client is solutioned 100% with appropriate products. The correct need must be identified by the CSO and the adequate product must be sold to the customer to proactively increase the share of wallet.
\n\uf0d8 Liaise with Product specialist (e.g. Transactional Services, Trade, Global Markets, Debt, Private Banking, Bancassurance etc) relevant to solutioning for vanilla products. Ensure that the client is solutioned comprehensively.
\n\uf0d8 Develop and maintain sales and service contact within the client\u2019s organization and key shareholders to ensure effective customer service i.e. a key relationship is required to solution a client<\/p>\n
\uf0d8 Act as a principal point of contact in the absence of the Relationship Manager (RM) for the purposes of ensuring continuous customer service as an example if the RM is not available then you will assess the customer\u2019s need and put forward an application for approval to credit
\n\uf0d8 Manage the operational service and risk management aspects of the portfolio, the customer must experience a seamless operation with regards to their transactional needs, and securities to be managed according to the expectation of the client.
\n\uf0d8 Responsible, where appropriate, to assist, co-ordinate and monitor the introduction of clients to and from other areas of the NBC\/Absa Group, in order to increase revenue for the group.
\n\uf0d8 Monitor, analyze and recommend supporting action (follow ups and timeous and accurate feedback) to improve client service based on Client Satisfaction Surveys and implement corrective measures to improve service delivery to clients.
\n\uf0d8 Identify potential new clients by building and maintaining a database of potential clients supporting the Relationship Manager and for the purpose of jointly growing the portfolio of clients.<\/p>\n
\uf0d8 Arrange product presentations, in conjunction with the Relationship Manager to promote products to new and existing clients.
\n\uf0d8 Conduct service reviews with clients and implement corrective measures to improve service delivery to the client and recommend actions for improvement based on feedback.
\n\uf0d8 Responsible to resolve client concerns\/complaints within an acceptable timeframe and all complaints received are captured into salesforce system. Recommend action for service recovery to RM and Management.
\n\uf0d8 Follow up on transactions in progress to ensure that this is in line with Service Level Agreements (SLA) and act on service level failures and report same to management.
\n\uf0d8 Collect and report on all fee income i.e. facility fees, excess fees, raising and valuation fees, etc by monitoring the clients\u2019 portfolios in line with applicable transactions.
\n\uf0d8 Manage the client visit to be undertaken by the RM by preparing all required documentation and sales material required from analysis of the client group, together with recommendations of sales opportunities or clients\u2019 needs.
\n\uf0d8 Responsible to identify and manage potential risk and compliance gaps in client\u2019s portfolios and recommend and make appropriate corrections. In conjunction you may decide to contact a customer and request updated or information required.
\n\uf0d8 Manage and action the pipeline of facilitate quicker payout of approved loan facilities and make recommendations on how to fast track the process if required.
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\nRisk and Operational Management: -30%
\n\uf0d8 Understand and apply the relevant governance and compliance procedures to activities undertaken and maintain ongoing completion of relevant governance and compliance training
\n\uf0d8 Adhere to the KYC processes.
\n\uf0d8 Manage securities with assistance of Risk Control Unit and Securities Management Units with the assistance of the RM.
\n\uf0d8 Obtain required documentation from clients e.g. public documents, KYC documents etc to support the opening of accounts.
\n\uf0d8 Ensure the Bank\u2019s operational risk is mitigated by being informed and knowledgeable on all relevant information that govern the bank\u2019s action or alert management of any risk that come to light. The OB must have up to date knowledge of all policies and procedures regarding sales, credit, compliance and processing. All compliance training must be up to date and completed.
\n\uf0d8 Perform client annual review with assistance of Relationship manager and ensure no overdue. Follow up with client on outstanding documentation such as security, product, guarantee\u2019s etc related and recommend action to the RM if not forthcoming.
\n\uf0d8 Responsible for accurate management of client information through manual and electronic updates and the filling of essential client information.<\/p>\n
\uf0d8 Ensure that the clients risk type (low risk, high risk and no risk) is captured correctly and that appropriate remedial actions are adhered to.
\n\uf0d8 Manage the risk, legal and bad debt of portfolio by identifying and liaising with all relevant stakeholders.
\n\uf0d8 Monitor and manage credit losses and write-offs, pro-active portfolio management resulting in zero losses in the portfolio (including excess management and facility conditions compliance)
\n\uf0d8 Act as the \u201csecond line of defense\u201d in all risk matters relating clients under the portfolio.
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\nBusiness Management: -10%
\n\uf0d8 Attend client meetings to support client servicing, sell vanilla products and to obtain appropriate documents (KYC Account Opening, Security documents, indemnities etc) from customers.
\n\uf0d8 Follow up that new clients, products and pricing are set up and accurately captured on relevant systems.
\n\uf0d8 Ensuring the seamless take-over of accounts from other banks and implementations of NBC system by coordinating the inputs of the applicable product houses, credit, sector, and other relevant service providers.
\n\uf0d8 Develop and maintain good working relationships with Group sector specialists for support in deal closures<\/p>\n
\uf0d8 Attend regular meetings held with Cross Functional team and ensure specific action related to the role is carried out and that new and effective ways of working are sought to improve the service to the customer.
\n\uf0d8 Promote effective and continuous teamwork.
\n\u00a0<\/p>\n
People Focus: -10%
\n\uf0d8 Continuous learning and self-development through training interventions, secondments, on the job training, shadowing et.c.<\/p>\n
\uf0d8 Day to day coaching and development of the team i.e. operational bankers, credit\/business analysts, peers e.t.c
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\nEducation and Experience Required<\/p>\n
\u00a0
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 B-degree \/ Advance Diploma or Equivalent qualification in Finance, Accounting, Economics, Business Administration or any other related field<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 At least 2 years of experience in Relationship Management, Credit or Product environment and Client Service (dealing with corporate clients)
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Working general knowledge of local and international markets, economies, their drivers, industry dynamics, competitor solutions etc
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 An up-to-date knowledge of banking products across trade, cash management, FX, etc<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 An up-to-date knowledge of local and international multi-sectoral industry trends and dynamics
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Experience of managing client relationships<\/p>\n
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\nKnowledge & Skills:
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Deciding and initiating action
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Learning and researching
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Entrepreneurial and commercial thinking
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Relating and networking
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Adapting and responding to change
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Persuading and influencing
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Creating and innovating
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Strong solutioning, selling and negotiation skills
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Excellent diagnostic skills and rigorous approach to problem solving
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Excellent communication and sound financial skills
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Excellent comprehension skills to understand and interpret industry data and economic trends
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Strong formal presentation skills to gain acceptance to solutions, both internally and externally
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Strong Leadership and team-working skills
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Basic IT and banking system knowledge
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\nQualifications
\n\u00a0
\nBachelor`s Degrees and Advanced Diplomas \u2013 Business, Commerce and Management Studies, Commercial mindset \u2013 Junior (Meets all of the requirements), Customer Excellence \u2013 Service Delivery (Meets all of the requirements), Effective communication \u2013 Basic (Meets all of the requirements), Emotional intelligence (Meets all of the requirements), Experience in a similar environment, Openness to change (Meets some of the requirements and would need further development), Product and\/or Service Knowledge (Meets all of the requirements), Reasoning (Meets all of the requirements)
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