Relationship Management Commercial Banking- Mt. Kenya at Absa Bank Limited

Job Description

Job Summary

To plan, manage and monitor the implementation of activities and processes for stakeholder and relationship management, in order to deliver on approved operational plans in an effective and efficient manner. Selecting this role has a compensation & benefit impact in Mozambique. Please contact Reward for details.

Job Purpose:

• To manage and sustain a portfolio of Commercial customers, building long term relationships founded on efficient and reliable support for their business. This is achieved particularly through quick risk decisions and managing consistency and quality of operational service.
• The primary objective is to maximize risk-adjusted portfolio contribution.
• The jobholder will be responsible for business development both with new customers and with existing customers where they are expected to increase “wallet share”.
• Executing sales growth tactics and targets in collaboration with the key business partners (Transactional Banking, Global Markets, Asset Based Finance, Commercial Property Finance, Ecosystem, Bancassurance, Agribusiness, and any other product / solution functions).

Key Accountabilities

Accountability:  Sales and Service

• Achievement of the portfolio’s annual financial targets: –
• Balance Sheet Growth,
• Revenue and Profitability,
• Growth in share of market, and
• Portfolio At Risk kept within set limits to minimize potential NPL.
• Driving customer satisfaction (NPS score), developing and growing relationships with existing and potential customers, identifying opportunities for business development and guiding product development.
• Maintain Customer Account Plans for all customers in the portfolio such that contact with customers is prioritized.
• Conduct Annual and, if appropriate, Interim Reviews of Borrowing customers facilities.
• Where applicable, conduct Annual and/or Interim Reviews of Non-borrowing customers.
• Determine the key messages, e.g., agreed service standards, negotiated pricing, relationship team contact points, and new product changes, deciding upon the most appropriate communication method.
• Deal with and find solutions to customer complaints.
• Determine the products that are most effective in meeting customers’ needs and be able to sell these at short notice both reactively and proactively.
• Research, create, and follow up a target list for potential new business.

Accountability:  Business Management

• Research, create, and follow up on a target list for potential new business.
• Identify priority customers using the relationship Customer Account Planning templates to assess their present and potential contributions.
• Gather all the required information that is needed to prepare and assess credit applications. The role holder will be expected to input certain key information such as judgmental information. (They will work with Assistant Relationship Manager, Business Development Manager for relevant product, and the Corporate Credit Manager resources to construct credit applications).
• Adherence to approved policies and procedures and providing feedback on the same so as to keep them competitive;
• Audit issues closed with Nil repeat findings, and
• 100% SLA Adherence to agreed turnaround times.
• Control and quality of the portfolio, using available triggers and adherence to Risk management guidelines and policies.

Accountability:  Staff Management

• Day-to-day coaching and development of the portfolio Assistant Relationship Managers (ARM’s).
• Performance tracking and periodic reviews of the supporting ARM.
• Making the bank a great place to work (360o feedback).

Preferred Qualification

• A relevant business-related degree from a recognized university.
• Additional professional / advanced qualifications are an added advantage.

Preferred Experience

• At least 5 years in relationship management in Business / Corporate Banking.

Knowledge and Skills

• A detailed knowledge of the Commercial and Corporate set of products as well as a broad understanding of the products available in Absa.
• For Complex products, will have a detailed knowledge of the requirements of the more sophisticated customers.
• Introduce the product and coordinate the introduction of the relevant Group product specialist.
• A broad understanding of policies and strategies within the country as they relate to the demands of the customer base.

A detailed understanding of Country and Group guidelines and policies relating to Credit Risk and related management.

Behavioral Competencies

• Relationship building
• General corporate skills
• Effective communication
• Negotiation and influencing
• Active listening
• Adaptability
• Planning and organization
• Ability to work under pressure

Technical Competencies

• Meeting customers’ needs
• Business awareness
• Business development
• Managing relationships
• Analysis and judgment
• Innovative
• Credit risk analysis
• Decision making
• Portfolio management
• Team results

Role / Person Specification

Training likely to assist Effectiveness in the Role, and which may have been Completed prior to undertaking this role:

• Communication skills (written and spoken)
• Sales and relationship management.
• Credit risk analysis for lending.
• Portfolio risk management.
• Trade finance.
• Cash management.
• Customer experience.
• Negotiations and Influencing skills.
• Presentation skills.

Additional details of Exceptional Aspects of the Demands of the Role:

• Required to form relationships with customers, therefore minimum tenure will be 3 years.
• The job holder will need to be able to communicate with credibility when dealing with financial controllers of companies. These customer contact points will have high expectations of the Relationship Manager in terms of professionalism, and ability to add value to their business, and find innovative solutions to their needs.
• The jobholder’s portfolio will consist of a full range of Commercial customers who will often be subject to competitive approaches from other banks.
• Business development activity will also be challenged by those competitive pressures.