Job Details

Job Description

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Job Summary

The main focus of this role is to build and maintain professional business relationships across a client portfolio on a proactive basis by driving sales and income targets, acquiring walk in clients, solutioning existing clients with cross sell, campaigns and product utilisation. The Relationship Manager is further required to manage risk and compliance on the portfolio.

Job Description

Income Growth and Financial Targets: 60%

• Driving income and sales targets by cross selling, upselling and acquiring new prospective clients
• Re-actively maintain ownership of a portfolio of allocated SME female and youth led clients
• Ensure dedicated relationship are maintained and grown by being the single point of entry via appointment based customer interaction as well as on-site visitation
• Create and maintain an annual client interaction management plan
• Ensure the long-term sustainability of customers by establishing relationships with new clients and solution based up-selling to existing clients
• Create a pipeline of new business by working on leads generation initiatives with Retail, CIB, Commercial, existing client base and within the business growth section of RBB
• Make effective use of client planning and solutioning tools for the top 30% of the portfolio to ensure in-depth understanding of the clients’ needs and to provide clients with the best possible solutions
• Focus on client graduation to Commercial sub segment
• Achieve new business through cross-sell and upselling sales targets by driving cross functional teams (including but not limited to sector and product specialists) to find client-centric solutions
• Achieve customer satisfaction targets within assigned portfolio by improving customer satisfaction standards by providing e-channel solutions
• Track and monitor the financial performance of the portfolio through existing MI
• Develop and demonstrate a deep understanding of local and regional market trends and business life cycle challenges
• Track and monitor the financial performance of the portfolio by utilizing available MI
• Apply risk-based pricing for all new sales and pricing reviews in line with standard pricing and fee structures/guidelines and applications. Negotiated pricing by exception, based on existing concession models
• Achieve sales targets relevant to the strategic initiatives and drivers for the SME Business accounts.
• Sale the business club proposition to walk in customers
• Focus on customer graduation for customers to more customers focused and appropriate value proposition, upgrading the customer to the RBB Business/ Commercial cost to serve value proposition.
• Drive the digital agenda of the bank by ensuring clients have access and using a digital platform

Internal and Client Relationship Management: 20%

• Actively drive acquisition initiatives through engagement processes supported by wider SME segment initiatives
• Conduct regular client visit in accordance with the Enterprise Business Value proposition
• Own the primary relationship with the client by being the only point of entry to the client and ensure portfolio is serviced appropriately.
• Make use of the middle and back-office support networks to ensure effective on-boarding and complete end-to-end service delivery.
• Conduct client visits and maintain a client visitation plan to improve customer service
• Participate in the internal customer surveys
• Take responsibility for meeting challenging individual and team value targets.
• Promote support to the Head – Women and Youth Banking and other team members where assigned

Manage Risk Assessment: 20%

• Understand and apply the relevant governance and compliance procedures to activities undertaken and maintain ongoing completion of relevant governance and compliance training
• Maintain customer records and accurate completion of applications and paperwork by capturing customer information
• Take ultimate ownership of the portfolio’s risk management by ensuring a good understanding of both the Bank’s and the clients regulatory and compliance environments
• Manage the Not Fit For Processing listings for the KAMLS ensuring that the error rates on submissions to Middle Office for 2nd tier checking of all KAMLS documents are at a minimum
• Manage dormant accounts ensuring clients activate accounts or close accounts if no longer required
• Take ownership for obtaining and scanning of all KAMLS (Know Your Customer and Anti Money Laundering) and other on-boarding documentation relevant to the customer (new and existing customers)
• Manage accounts in excess to ensure that all such are accounts are funded or closed after applicable timeframe

Education

Higher Diplomas: Business, Commerce and Management Studies (Required)