Relationship Management ABSA Bank

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 provide specialist advice and support in relationship management, enabling the provision of sound claims assessment 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

Constantly seek to improve ways of working by challenging the status quo and supporting an
empowering climate within the team, sharing knowledge, experience, best practice and
providing constructive feedback as required: Compliance and Risk Management | Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards: Customer Experience | To provide service excellence and achieve customer satisfaction: | : | : | : | : | :

Relationship Building

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 relationship
Conduct a detailed needs analysis for all existing 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.
Sales

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.

Customer Service

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
Rigour and Risk Requirements

Outputs:​

Conduct risk analysis on the portfolio of customers including financial statements and their current product set held with Barclays 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 ,Visa debit card application and bank account mandate change. Premier Relationship Managers are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit. They are also responsible for checking documentation prepared by Premier Account Executives.
Follow the Retail end to end account opening ensuring new accounts are authorised 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 Barclays operational risk & rigour requirements e.g. Health & Safety standards and security of premises, KYC and anti-money laundering regulations.

Education

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