Commercial Relationship Manager at ABSA

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.

Job Summary

• To manage and sustain a portfolio of Business banking customers, building long term relationships founded on efficient and reliable support for their business. This is achieved particularly through quick risk decisions and managing consistency and quality of operational service.
• The primary objective is to maximise risk-adjusted portfolio contribution.
• The jobholder will be responsible for business development both with new customers and with existing customers where they are expected to increase “wallet share”

Job Purpose.

To manage and sustain a portfolio of Business banking customers, building long term relationships founded on efficient and reliable support for their business. This is achieved particularly through quick risk decisions and managing consistency and quality of operational service.
The primary objective is to maximise risk-adjusted portfolio contribution.
The jobholder will be responsible for business development both with new customers and with existing customers where they are expected to increase “wallet share”

Main accountabilities and approximate time split

Maintain Relationship Plans for all customers in the portfolio such that contact with customers is prioritised.
Conduct annual and if appropriate, interim reviews of customers borrowing facilities
Conduct annual and if appropriate, interim reviews with non-borrowing customers
Determine the key messages, e.g. agreed service standards, and negotiated pricing, relationship team contact points and new product changes, deciding upon the most appropriate communication method.
Deal with and find solutions to customer complaints
Determine the products that are most effective in meeting customer’s needs and be able to sell these at short notice both reactively and proactively.
Research, create and follow up a target list for potential new business.

Business Management 30%

Research, create and follow up on a target list for potential new business
Identify priority customers using the Customer Relationship Planning templates to assess their present and potential contribution.
Gather all the required information that is needed to prepare and assess credit applications. Role holder will be expected to input certain key information such as judgemental information. (They will work with CMA and CCM resources to construct credit applications).
Control and quality of the portfolio, using available triggers and adherence to Risk management guidelines and policies.

Staff Management 5%

Day to day coaching and development of Corporate Service’ Assistants

Risk and Controls Objectives

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards
Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
Continuous and proactive engagement with regulatory bodies, unions where applicable

All mandatory training completed to deadline

Technical skills / Competencies

Relationship skills
Credit Risk skills
General Corporate skills
Communications skills

Knowledge, Expertise and Experience

Meeting customers’ needs
Business awareness
Business development
Managing Relationships
Innovative
Analysis and judgement
Personal Organization
Adaptability
Decision making
Team results
Active listening

Absa Values

Absa Purpose Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:

Trust
Resourceful
Stewardship
Inclusive
Courage

Education

National Diplomas and Advanced Certificates: Business, Commerce and Management Studies (Required)

CLICK HERE TO APPLY

Prestige Relationship Manager - Sky Branch at ABSA

Empowering Africa’s tomorrow, together…one story at a time.

Prestige Banker-Sky Branch will have a responsibility of managing assigned Prestige Banking Customers portfolio by retaining and acquiring new customers. This will be achieved through cross selling of Bank’s products and provide memorable customer experience.
The role holder will be required to meet minimum performance standards across service and sales i.e. meeting a minimum number of calls and sales per week based on an appropriate product mix. The role holder will be having a portfolio of customers that are domiciled in different Branches.

Main accountabilities and approximate time split

Relationship and Portfolio Management

25%

Manage the banking relationships of portfolio of Prestige Segment customers assigned to you.
Ensure regular contacts of customers under your portfolio for the purpose of relationship deepening and cross selling.
Building relationships with existing customers in order to pro-actively anticipate and address future customer needs, identify sales opportunities and increase revenue/footing per customer.
Continuously monitor utilization of credit facilities and other products such as credit cards. Identify and resolve underutilization by contacting customers to determine the reasons and escalating service issues
Working closely with Premier RMs for smooth upgrading of qualified Premier Clients from Prestige and Personal Banking Segments.
Increase Customer Retention & Reduce attrition.
Review reports from branches indicating income levels of existing standard customers and identify names that could become Prestige clients.

Sales

45%

Achieve agreed sales targets for new accounts, cards, assets and liabilities through a proactive calling programme as assigned by the Line Manager.
Grow assigned Prestige Portfolio, Asset and liability book.
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 Prestige Banking customers.
Increase product penetration for existing customer base by reviewing their portfolio to determine potential cross sells and proactively recommend new products to customers.
Making sure that all our customers have Platinum Cards, AIR, and AMB.
Maintain valuable communication with Prestige Customers.
Recruit new customers (from non-Sky Branch Portfolio- Personal)
Perform telesales and courteous calls to customers i.e. Manage own calling programme, including identifying names to call on in a particular day or as assigned by your Supervisor.
Undertake marketing, special campaigns, promotions etc.
On a daily basis, compile a report on the calling programme and personal sales progress against the targets as agreed. Present the report to the Line Manager.

Service Excellence

20%

Provide High Standard of Customer Service at all times, face to face, via phone or email and create customer loyalty through offering exceptional customer experience.
Complete follow-up paperwork and undertake administration activities to ensure effective, efficient and compliant operation of the customers in your portfolio.
Log and follow up written responses to customer complaints from customer service.
Ensure on boarding process is adhered to.
Ensure 100% complaint resolution at first point of contact.
Monitor operational delivery of customer requirements, summarise systemic failures and raise to the Line Manager.

Risk and Controls Objectives

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards

10%

Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture

Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future.
Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
Continuous and proactive engagement with regulatory bodies, unions where applicable
All mandatory training completed to deadline

Technical skills / Competencies

Skills & Competencies

What does the role holder need to be able to do/be well at doing?

Relationship Management skills
Communication skills ( fluent in both English and Swahili)
Effective interpersonal skills (effective questioning and active listening)
Basic numeracy for maintaining sales records
Tactical and diplomacy
Empathy
Presentation skills
Commercial Awareness
Service Excellence
Personal Drive
Ability to plan and organise
Adaptable
Branch Operations knowledge

Knowledge, Expertise and Experience

Experience

What does the role holder need to have done before?

Operated in a customer facing role where service is paramount.
Experience in service and sales environment,
Has experienced a target driven role,

Knowledge

What does the role holder need to know/know about and/or be qualified in?

Fully conversant with all Prestige Banking products/services/tariffs.
Detailed knowledge of relevant Customer systems in order to sell.
Good knowledge of Bank’s internal systems.
A detailed knowledge of the Bank’s Account Opening Policies and Procedures.
Customer service standards.
IT literate.
Sales standards in line with regulation.
Competitor information in relation to products and service.

Training requirements specific to the role

Sales process and selling training, service modules and minimum regulatory training. Also includes technical training to ensure competence in account opening, and various bank systems. Also:

Personal Banker’s Course
Sales & Marketing Course
Credit Scored Personal Lending Products
Account Opening Procedures
Know Your Customer

Banking products, processes and services
Customer service standards

Absa Values

Absa’s Values and Behaviours represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded: