Job Summary
The
job holder is responsible for providing a relationship-based offering to high
net-worth affluent individuals through a pro-active, highly responsive personal
approach to meet the financial needs and service expectations of high net-worth
individuals. The job holder shall proactively promote a relationship-based
offering through operating as a dedicated and primary point of contact for the
customer and providing financial solutions which meet the customer’s
expectations in accordance with the segment value proposition. The job holder
shall leverage the group’s reach & expertise resource capabilities to add
value to both the customer and the bank and maintain a high level of integrity,
professionalism and ethical standards whilst building valuable long term
relationships with customers.
Key Responsibilities
- Acquire new customers (high net-worth
affluent individuals) as per the criteria outlined in the segment value
proposition and reflected by the Country segment strategy and sales
targets.
- Pro-actively identify cross-sell
opportunities within own portfolio of customers to maximise life cycle
opportunities. Be guided by the segment value proposition and sales
targets as to what the priority products are both from a bank and customer
perspective.
- Conduct a needs analysis with all new and
existing customers to ensure that product opportunities identified are
appropriate to meet the customer’s needs and priorities.
- Comprehensively explore customers’ short
and long term financial goals/aspirations and keep up to date with changes
in the financial needs and financial position of customers. Appreciate the
implications of the customers’ lifecycle position and priorities.
- Conduct a comprehensive calling/contact
management programme for all customers within own portfolio supported by
call reports that document the salient issues and future opportunities
identified.
- Pro-actively manage the portfolio to
maximise revenue for the Bank (referring to fees, margins and sales),
minimise costs and risks, whilst maintaining and entrenching the
customer’s relationship with the Bank appropriately.
- Ensure that the Customer is central to
the entire life cycle approach of maximising sustainable value add to both
the Customer and the Bank.
- Establish, build and strengthen
one-on-one relationships with customers, based on mutual respect, to
retain customers and gain word-of-mouth referrals.
- Place equal emphasis on investment
(non-borrowing) and borrowing customers.
- Commitment to Service excellence and
superior service delivery aligned to SLA’s and turnaround time
commitments.Ensure that customers are appropriately educated regarding the
value of using self-service channels (Internet Banking, ATMs & Mobile
Banking) to empower customers and minimise adhoc service requests. Assist
with migration, Facilitate the migration of customers to self-service
channels where appropriate.
- Ensure that customers are well informed
with regards to lending application processes (e.g. vehicle finance, home
loans, overdraft, credit card, personal loans, etc), credit maintenance
processes (e.g. annual reviews) and account conduct expectations (e.g.
minimum account balances, provision for debit orders and cheque payments,
etc).
- Clearly and transparently inform
customers of contract/account terms and conditions, fees, rates and
commissions where applicable. Be prepared to articulate the value added if
challenged on pricing.
- Ensure that qualifying customers (as
defined by the Country segment value proposition) are timeously migrated
from the Branch to the Elite Banking.
- Retain ownership of customer requests,
complaints and applications – follow every task through to completion
keeping the customer updated on progress.
- Ascertain when customers require
specialist advice and arrange appropriate introductions with specialists.
Generate and pass on leads. Follow up to ensure that the customer is
satisfied with the service received.
- Determine when new or existing customers
require SME or Corporate expertise and arrange introductions accordingly.
Interact and build strong working relationships with SME and Corporate
colleagues to entrench the holistic customer relationship with the bank.
- Interact frequently and build strong
working relationships with enabler and fulfilment functions (including
credit specialists, product specialists and wealth specialists) to shorten
turnaround times and SLA’s are adhered to.
- Manage credit and operational risks in
accordance with laid down policies and procedures.
- Take accountability for credit management
of portfolio, including the completion of referral reports, taking action
regarding exception reports to eliminate accounts in excess, ensure that
all accounts are limitised and that reviews occur timeously.
- Establish and build knowledge and
understanding of product and credit application processes to eliminate
reworking and ensure acceptable turnaround times for customers.Maintain
proper records (filing, update customer records on bank system,
etc).
- Ensure limits are loaded, market segment
codes are correct and all fields are captured accurately on the system.
Take responsibility for the integrity of all data pertaining to the
portfolio.
- Attend to all correspondence relating to
the portfolio, including e-mails, phone calls, messages, documentation,
faxes, queries and complaints, etc.
- appropriate Monitor initial activation
and usage of transaction accounts and proactively take steps to mitigate
dormancy.
- Follow proper procedures when closing
accounts, including the recovery of outstanding funds/fees and retention
of cheque books/cards.
- Manage subordinate (Relationship Officer/
Transactional Banker / Private Banker’s Assistant) in accordance with HR
performance management best practice
recruitment/development/retention/reward & recognition.
- Cooperate and work effectively with
others in pursuit of team goals by sharing information, providing support,
showing care and being considerate of other team members.
- Actively seek to improve others’ skills
and talents by providing constructive feedback, coaching and training
opportunities to develop their abilities.
Key Relationships
Direct Reports to this Position
- N/A.
Customers of this Position
- High Net worth individuals within the
bank.
Key Competencies
Knowledge; Skills and Experience
required for this Role Knowledge:
- Understanding of the high net – worth
individual and affluent market – typical profile, lifestyle, financial
needs, etc.
- Deep knowledge and understanding of
segment value proposition.
- Sound knowledge of all products and
channels relevant to this market, including qualifying criteria,
product/channel features and benefits, pricing, product/channel
combination possibilities and efficient product usage through self –
service channels.
- Understanding of the bank’s product in
respect of service level arrangements and the bank’s service provision
networks.
- Understanding of which products are most
required by high net – worth individuals and/or, most beneficial to this
market as well as appreciation of which products are most profitable to
the bank.
- Knowledge of equivalent competitor
products and services.
- Working knowledge of SBM Bank Strategy,
country strategy and segment strategy.
- Knowledge of local market environment and
financial issues that may impact portfolio.
- Working knowledge of bank systems.
- Thorough understanding of credit
principles as well as application and maintenance processes.
Experience:
- Banking experience, preferably dealing
with high net – worth individuals in a portfolio context.
- Strong sales background.
- Experience in upholding the highest
levels of service.
- Experience in completing credit
applications successfully.
Skills:
- Relevant business/financial
qualification.
- Interpret financial statements, assess
sources of income and basic customer affordability calculations (debt to
income ratio, loan to value ratio, installment to income ratio,
etc.)
- Sell financial products on unique benefit
to customer and not merely price, Use knowledge of product, local
competitive differentiators and value proposition to persuade customers to
bank with SBM Bank.
- Demonstrate high levels of computer
literacy – able to capture/update customer database, successfully complete
product/lending applications, ensure credit maintenance, etc.
Competencies required for this
Role:
- Mature & professional demeanour.
- An effective networker at all levels,
both inside and outside the bank.
- Ability to identify customers’
requirements for specialist financial/product expertise and advice.
- Articulate in the
communication/presentation of financial solution and factual information
to customers.
- Strong Communication, negotiation and
persuasion skills.
- Independent, socially confident, quick to
establish rapport and build credibility with customers.
- Fosters confidence among customers.
- Ability to listen and probe customer
responses effectively to ensure proper understanding of needs.
- Advanced sales and consulting
skills.
- Achievement orientated, embracing and
achieving challenging targets.
- Self – motivated and energetic.
- Consistent, honest and trustworthy –
demonstrating integrity.
- Ability to remain calm and focused under
pressure and during conflict situations.
- Able to have difficult conversations with
confidence – declining a pricing/rate concession, effectively
communicating a declined loan application to customer without blaming
Credit, etc.
- People management skills, including team
building, team motivation, goal planning and optimising team skills to
deliver results.
How To Apply
