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\nJob Summary
\nTo manage, grow and sustain a portfolio of Public Sector, Utilities and Infrastructure customers and building long-term relationships founded on efficient and reliable support for their business through quality relationship management. This is achieved particularly through quick turnaround on credit decisions, managing consistency and quality of service delivery. The job holder will be responsible for business development for existing and new public sector, local large and regional corporate customers through relationship management.
\nA primary objective is to cross sell the full suite of the bank\u2019s product set to corporate customers. Consistent with value-based management, the job holder will be measured on a risk adjusted portfolio consistent with value-based management. The job holder will be measured on risk adjusted portfolio contribution as well as other performance metrics including customer satisfaction and living the Absa values.
\nJob Description
\nRelationship Management: \u2013 (45%)<\/p>\n
Outputs:
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Support Relationship Manager in optimising sustainable revenue growth through cross-sell and upsell of the Banks products.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Monitor leads and co-ordinate information for the Relationship Manager on overall portfolio.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Develop understanding of the financial targets and key performance of the Relationship Managers portfolio.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Develop relationship account plans for customers including sales and contact strategy.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Participate in the preparation of New Business Committee document for new and existing customers borrowing needs.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Determine the products that are most effective in meeting customers\u2019 needs and pro-actively solution in a timely manner.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Produce call reports in agreed format for all scheduled significant business meetings, these should be updated on sales force.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Conduct research to identify potential new customers and maintain database of potential customers and existing customers.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Undertake Customer Service visits for all clients with frequency based on value.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Identify priority customers using the Customer Prioritization Guidelines to assess their present and potential contribution.<\/p>\n
Customer Service: \u2013 (35%)
\nOutputs:
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Deliver world class customer experience through timely execution of customer requests as well as robust management of all queries and complaints aligned to Absa\u2019s standard procedure and policy.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Strive to continuously improve the levels of service, through identification of key areas of concern as well as monitoring customer service and satisfaction.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Proactively engage clients within the portfolio to discuss service issues that they may be facing and draw up plans to resolve<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Collaborate with specialists in Transactional Banking, Trade Finance and Treasury to enhance customer experience and increase uptake and usage of the Bank\u2019s products.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Undertake scheduled customer service visits for top clients on the portfolio and customer phone calls for the rest.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Produce quality complaints MI as per set schedule and drive service excellence through action tracking logs to help in the monitoring of customer service levels and satisfaction.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Arrange or undertake product and service presentations where appropriate.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 The jobholder will be the point of contact for all Customer Service issues including timely query resolution to support Relationship Management.<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Provide information to Corporate Customers on new products and services being introduced by the Bank.
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\nControls and Administration (20%)
\nOutputs:
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Maintain a high standard of operational controls including adherence to Risk Management Control Document (RMCD) Guidelines, KYC & STM procedures and other Bank policies.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Support Relationship Manager by actioning excess and interest validation reports
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Provide support to Relationship Manager in connection with preparation, execution and perfection of security documentation.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Co-ordinate the preparation and execution of account opening related documentation including mandates and application forms.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Actively engagement the Treasury Department in the booking and administration of customer placement of funds and assets booked on Front Arena (Treasury System).
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Collate customer information on service performance for Relationship Managers (including volume of transactions and income).
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Ensure application of amendments to account details on borrowing limits, interest rates and commission charges after engagement with Relationship Managers.<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Assist with preparation and update of Early Warning List (EWL) customer records and participate in the Customer High \u2013 Medium\/Low Risk Remediation exercise.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Act as liaison for Risk Management information purposes with Customers, Accountants, Solicitors and any other relevant people.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Ensure proper segmentation codes are applied against assigned portfolio of Corporate Customers.
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\nRisk and Control (Governance):
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational risk framework and internal Absa policies and standards.<\/p>\n
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\n\u00a0Education
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\nHigher Diplomas: Business, Commerce and Management Studies (Required)
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