Job Summary
Responsible
for recruiting and maintaining a portfolio of premier clients, by selling a
high-quality, relationship-oriented, financial planning service, supported by a
dedicated Account Executive. Clients are recruited from the existing Bank
customer base and externally with the aim of developing significant sales, and
high levels of client satisfaction through a mutually beneficial relationship.
The client relationship is managed on a highly proactive and ongoing basis over
an extended period. Whilst part of a team, the jobholder operates on a mobile
basis, meeting clients at times and locations convenient to the client
Job Description
Key
accountabilities/Deliverables/Outcomes
Relationship Management and Cross-Selling: Time split 85%
- Be the first point of
contact for customers in the portfolio
- Drive any required
communication to customers in the portfolio
- Proactively target and
recruit clients, through referrals from existing customer portfolios
- Proactively engage
customers in existing portfolios to onboard close family members as part
of the family banking strategy
- Ensure new customers meet
CLM Involved measures upon handover from the Premier Acquisition team.
Involved tracking will commence from Day 31 to Day 90 and will ensure
continued account funding, digital usage and product holding
- Complete a detailed
Customer Discussion Document for new customers upon hand-over from the
Premier Acquisition team
- Ensure the customer
portfolio meets CLM Engaged measures – account funding, digital usage, and
product holding
- Drive increased assets
balance sheet per customer, liabilities balance sheet per customer and
revenue per customer through continued customer engagements
- Monitor and ensure
funding of Zero Balance Accounts, Low Funded Accounts, Inactive Accounts,
and Overdrawn Accounts in your portfolio as part of ensuring funding
growth.
- Ensure ongoing reviews of
the Customer Discussion Document for each customer in the portfolio and
drive satisfaction through proactive identification of identified clients’
ongoing financial needs and cross-sale of required solutions.
- Actively drive cross-sale
targets for the portfolio across product lines – Assets, Liabilities, FX,
etc.
- Proactive engagement of
required business specialists to support the fulfillment of customer needs
- Manage the client
portfolio, making proactive contact on a regular basis and meeting clients
at their convenience, and maintain an updated calendar/diary to track
customer meetings
- Ensure customers in the
portfolio are contacted/engaged as per the laid down Premier Customer
Engagement procedures
Business Management: Time split 15%
- Ensure the targeted level
of business results (i.e. income, balance sheet, costs, client
satisfaction, and client recruitment) for the jobholder’s own portfolio
are maintained
- Review portfolio on a
regular basis recommending clients
- Adhere to standards,
legal and regulatory, in accordance with the Absa Premier guidelines and
Head Office instructions
Risk and Controls
Ensure
that all activities and duties are carried out in full compliance with
regulatory requirements, Enterprise-Wide Risk Management Framework and internal
Absa Policies and Policy Standards. Understand and manage risks and risk events
(incidents) relevant to the role.
Role/person specification
Qualification
- Bachelor’s degree from a
recognized university
Experience
- Circa 2 years of team
leader experience
- Record of achievement in
a sales and service environment
- Experience in handling
customer complaints
- Previous experience in
handling operational risk issues
- Previous roles could
include;
- Personal banker team
leader
- Prestige team leader
Knowledge and Skills
- In-depth knowledge of the
full range of Absa Africa retail product set and services and an overview
of corporate and small business services
- In-depth understanding of
technical support systems e.g. Flex, BOC, IBOC
- Detailed understanding of
the retail network business processes and operating procedures.
- Thorough knowledge of
operating instructions and audit requirements.
- Good understanding of
Absa Africa’s risk policy
- Awareness of Absa
Africa’s retail strategy, operating structures, and interfaces
- Knowledge of Absa Africa
people’s policy and procedures
- Understanding of the
local competitor market.
- Team leader experience
How to Apply
