Job Summary
- The primary objective is to support in the
maximization of sustainable economic profit derived from a portfolio of
Commercial clients on both individual portfolio and aggregate team basis
via Customer Service, effective business development and risk management,
including controls and governance.
- A key point of contact for customers dealing
with a range of requests including any calls in Relationship Managers’ /
Industry Head’s absence.
- Assist Relationship Manager with operational
issues, customer relationship development, and risk management for the
portfolio.
Responsibilities
Key accountabilities / Deliverables / Outcomes:
Customer: Placing the client at the centre of our
business and in every activity we undertake (50%)
- Act as principal point of contact in the
Relationship Managers’ absence.
- Develop and maintain contacts with key
individuals in Customers’ organization.
- Co-ordinate introduction to and from other areas
of Absa Group where appropriate and monitor outcomes.
- Assist in development of and revision of
Customer Relationship Plans and track the same with the Relationship
Manager for quarterly updates.
- Monitor level of Customer service and
satisfaction based on Business Banking Service standards to consistently
achieve / exceed Net Promoter Score target.
- Develop and maintain links with local business
community and support the Relationship Manager in same activity.
- Participate in business development
presentations where appropriate.
- Conduct research to identify potential new to
bank target customers, establish contact, follow up on leads and arrange
meetings for business development.
- Develop and maintain contacts with specialists
in other sectors and areas of the Bank / Group and leverage on ecosystem
opportunities.
- Monitor leads and update lead tracking systems.
- Support set up of products from other areas of
the Absa Group.
- Attend Business Banking team meetings and
contribute fully to enhance continuous improvements in customer service
and portfolio growth.
- Update and maintain proper client information on
applicable internal systems, for efficient customer service.
- Drive customer digitization (80%+ on digital /
alternate channels) and utilization.
- Dedicated relationship role for delegated
clients as agreed from time to time (typically the “smaller” accounts,
about 20% of the portfolio, which are not part of a large group) in
consultation with the Relationship / Line Manager.
Self-Development & Others (5%)
- Identify own strengths and weaknesses in skills
and attributes, review self-development plans and ensure training and
development are completed.
- Being receptive to feedback and constantly
striving to develop new skills and knowledge (genuine can-do attitude,
switched on and quick to learn).
- Work to enhance the capacity of the organization
by getting the best out of people and make the bank a great place to work
(360 degrees feedback).
Quality, Controls & Governance (45%)
- Keep knowledge up to date for products from
other areas of the Absa Group.
- Conduct full customer due diligence on customers
during on boarding and on a regular basis as per the requirements of the
business and compliance teams.
- Act as a liaison for risk management information
purposes with customers, accountants, solicitors, and other relevant
people.
- Collate customer produced financial information
and co-ordinate input on the relevant credit systems by the corporate
credit team.
- Support consistent achievement of timely review
of facilities for Borrowing clients (issue review notification at least 90
days to expiry / renewal dates and obtain required information and
documents at least 60 days to target date and enable the Credit Analyst
and Relationship Manager obtain timely approvals).
- Assist with creation of Credit Applications on
CCRS.
- Support the review of facility letters and
co-ordinate execution of related documentation and drawdown of facilities.
- Provide technical input and undertake research
for the Relationship Manager in connection with proposed security and
liaise with the relevant stakeholders to arrange timely preparation and
execution of security documentation.
- Attend joint credit and relationship team
meetings and contribute fully including suggestions on ways to improve
governance and controls on the portfolio.
- Help to minimize Operational Risk in delivery of
Business Banking Products and Services by adhering to the internal
procedures and guidelines.
- Ensure that all activities and duties are
conducted in full compliance with regulatory requirements, Enterprise Risk
Management Framework and internal Absa Policies and Policy Standards.
- Control and quality of the portfolio using
available triggers (securities maintenance items, review of refer list,
and other risk reports).
- Understand and manage risks and risk events
(incidents) relevant to the role.
Role/person
specification
Qualification:
- A relevant undergraduate degree from a
recognized university.
- Additional professional / advanced
qualifications are an added advantage.
Experience
- Understanding of Banking products and related
solutions.
- Sales and service experience.
Knowledge and Skills / Required Performance
Imperatives:
- Advanced knowledge of Banking / financial
services.
- Being creative and flexible in overcoming
Customers problems and complaints.
- Owning problems / challenges and taking
responsibility for solving them.
- Being proactive in selling the Bank’s products
and related solutions.
- Consistency in delivering against expectations
and on time.
- Focusing on tasks that genuinely add value to
the Bank and customers.
- Working with a strong sense of quality and
efficiency.
- Taking the initiative and making suggestions to
improve performance.
How to
Apply
