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
