Relationship Manager – Premier New Head Office Branch Absa Group

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Job Summary

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

Overall Job Purpose

To develop and grow relationships with absa Premier customers, and growing the customer base through targeted sales efforts and the delivery of impeccable service.

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.

• 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 50%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 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. Rigour and Risk Requirements 15% 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.

Role / Person Specification

•               In-depth knowledge of the full Absa Retail product set, including international banking.

•               Understanding of Absa Retail strategy, operating structure and interface with other functions

•               Good understanding of Risk and Credit policies and procedures

•               Detailed working knowledge of KYC and AML requirements and processes

•               An understanding of people policies and procedures

•               Up to date knowledge of competitor and market activity in local area

•               At least 3 years experience as an account manager in a large financial institution

•               Finance related degree

Competencies:  

• Business management
• Risk Management
• Financial acumen
• Communication/Influencing skills
• Stakeholder/customer relationship management
• Proven networking and social skills
• Coaching and training skills
• Proven sales ability
• Strong negotiation and influencing skills
• Excellent communication skills – written, oral and presentation
• Time management skills
• Strong planning & organization skills
• Good numeric & analytical skills
• Proven team working skills
• Fraud prevention skills
• Strong data and digital experience
• Excellent diagnostic skills, rigorous approach to problem solving and strong analytical skills
• Excellent comprehension skills to understand and interpret industry data and economic trends
• Strong Leadership and team-working skills
• Ability to think creatively and identify innovative solutions

Education

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