Relationship Manager

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Job Summary

To provide advice and support in banking practice formulation and associated best practice improvement tactics; enabling the provision of specialist expertise. To develop and grow relationships with Absa Premier customers and growing the customer base through targeted sales efforts and the delivery of impeccable service.

Job Description

Customer relationship management: Relationship Management and Client Solutioning, Develop, manage and retain a portfolio of clients by building strong and sustainable relationships | Sales: Sell solutions using a diagnostic approach and by using an in-depth understanding of client needs and/ or industry to form a holistic view of the clients business, | Client management: Create and maintain an annual Client Management Plan, including input form product/sector specialists and credit analysts. | People & Performance: Owning & Deliver on all performance targets for the allocated portfolio of external sales activities | : | : | : | :

Key Accountabilities

Sales 40%

Outputs:

• Achieve agreed sales targets for new accounts, cards, assets, and liabilities, through a proactive calling programme to a base of up to 250 clients.
• Review reports received from branches indicating income levels of existing standard and prestige customers and identify names that could become Premier clients.
• Conduct a detailed needs analysis for all existing and potential customers to determine which products would suit their needs. The product suite includes all products available to standard and Prestige customers in addition to offshore banking and investments.
• Create customer proposals based on the needs analysis and follow through the sales process.
• Create a lead base of external target market through networking and attending social events, seminars addressing wealth management and other appropriate events.
• Review the local media to identify potential target market customers.
• Increase product penetration for existing customer base by reviewing their portfolio to determine potential cross sells and proactively recommend new products to customers.
• Conduct financial planning for customers in order to play a pro-active role in increasing their wealth.
• Manage own calling programme, including identifying names to call on in a particular month and setting up the meetings. Obtain advice from the Head of Wealth where required.
• On a monthly basis, compile a report on the calling programme for the month and personal sales progress against the targets as agreed. Present the report to the Head of Wealth.

Relationship Building 25%

Outputs:

• Manage the banking relationships of portfolios of high-net-worth customers which may include senior local political figures and well-known business people.
• When interacting with entrepreneurs, identify potential opportunities to present the bank’s Local Business offering and ensure that leads are passed on to the SME Banking team for follow-up. Arrange introductions for the SME Banking team where appropriate.
• Continuously monitor utilisation of credit facilities and investment avenues.
• Identify and resolve under-utilisation by contacting customers to determine the reasons and  escalating service issues.
• Conduct regular customer visits and arrange focused social events and individual entertainment in order to build long-term relationships.

Rigour and Risk Requirements 15%

Outputs:

• Conduct risk analysis on the portfolio of customers including financial statements and their current product set held with Absa Bank.
• Submit proposals to Retail Risk for new loan applications including motivating interest rates based on the risk profile at the time.
• Check and signoff each new account application, loan document,
• Follow the Retail end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level timelines or where there are unresolved KYC requirements, to management in Operations.
• Comply with general Absa operational risk & rigour requirements e.g., Health & Safety standards and security of premises, KYC, and anti-money laundering regulations.

Customer Service 10%

Outputs:

• Monitor operational delivery of customer requirements, summarise systemic failures and raise to the Head of Wealth Management for further follow-up at CMC level.
• Log and create written responses to customer complaints.
• Obtain summaries of complaints and complaint trend analysis from the Service Manager on a monthly basis. Follow up with selected customers to determine if their complaints were handled satisfactorily.

People Management 10%

Outputs:

• Discuss and finalise Performance Development Plans and ratings for direct reports.
• Agree reward recommendations for direct reports with the Head of Wealth Management.
• Determine and escalate Training Needs Analysis for direct reports.
• Agree the appointment of new Premier Account Executives with the Head of Wealth Management.
• Responsible for conducting exit interviews for direct reports who resigned from the bank. Exit interview results are sent to the Resource Coordinator for review and analysis.
• Approve leave for direct reports. Submit a monthly leave return to the Resource Coordinator and HR.
• Agree the requirement discipline staff with the Head of Wealth Management prior to initiating any action.
• Ensure that the Premier Account Executive takes ownership of customer queries and complaints. Act as the escalation point for their unresolved queries and complaints.

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)