Senior Relationship Manager, Commercial Banking, Coast

Job Purpose
To grow and retain a portfolio of relationships as per allocated sector; and to drive and manage the profitable delivery of a proactive, value adding, sales, solutions and service platform through a team of Relationship Managers.
Key Responsibilities/Accountabilities

Formulate, drive, measure and manage the implementation of a revenue growth performance strategy for the portfolio to grow new business and share of wallet across the allocated commercial banking tier.
Responsible for driving Personal Banking, Business Banking and Commercial Banking interplay in partnership with Private Banking and other Personal Banking segments by proactively identifying and passing Personal Banking leads onto the relevant Relationship managers including workplace banking opportunities.
Develop and implement revenue growth best practices in support of the commercial value proposition and customer’s expectations.
Own The Profitability Of The Allocated Commercial Banking Tier/Sector
drive credit quality and own the recoveries of loansactively manage impairments
Manage the operational risk of the segment
Grow the business banking number of active customers keeping in line with
Minimum Revenue per customer

Measures Of Success

Delivering Liability and Asset growth targets per portfolio
Proactively manage and review pricing concessions.
Ensure that the team focuses on client solutions through the Business Development committees and CVCAs.
Manage profit margins on portfolio through appropriate pricing within policy guidelines.
Grow the customer base to increase fees and commissions

Measures Of Success
30% NIR growth YoY

Manage a team of relationship managers and relationship manager assistants. Total team sizes will range from 10 to 20 people.
Manage the Relationship managers to ensure that work standards and quality work output targets are set, achieved and maintained.
Identify strengths and development areas and ensures that support staff receives the requisite learning and skills development interventions.
Ensure the implementation of the leadership promise and employee engagement programme.
Support, upskill and train the team in improved client engagement and management

Measures Of Success

Execution of development interventions for all talent and relationship managers to ensure business continuity through proper succession planning
Employee engagement score of >60%
Recognition and reward
Leave management
Documented performance conversations

Customer Experience

Own the active customer numbers, ensuring quality customer growth and retention
Monitor and manages (in collaboration with internal business partners) the delivery of service in line with service level agreements, standards and turnaround times within the commercial centre.
Perform a proactive liaison role, at appropriate levels, between relevant stakeholders (e.g., credit, operational shared services, product specialists and other relevant business partners), to ensure customer service expectations are fully met.
Frequently source feedback on the customer experience and service levels and addresses areas of concern as a matter of priority.
Implement a customer relationship management (CRM) strategy to ensure regular contact of all commercial customers in the portfolio as per the customer value proposition (CVP) for Commercial Banking.

Measures Of Success

Turnaround time of account opening, credit applications, queries/complaint resolution
Client on boarding score of 100%
Inactive/Dormant account less than 0.5
Service score of not less than 8.5/10

Risk Management

Support the relationship managers in structuring, monitoring and managing the asset portfolio
Be accountable for the customer compliance with a specific focus on ensuring KYC, AML and Regulatory compliance.
Ensure recovery of all revenue (e.g., pricing related fees, initiation fees, reviews fees, monitoring reversals, and managing concessions).
Ensure accurate and updated customer information.
Be accountable for the post impairments revenue of the collective multi portfolio segment

Measures Of Success

Deliver a performing book within the required CLR
Satisfactory audit rates for all facilities
Timely reviews for all facilities (3 months before the due date)
Percentage of non-performing loans <5% of the total book Measures Of Success Business Strategy Develop, pitch for approvals and then drive a business strategy looking to execute business imperatives. Continuously source relevant information around key trends and/or changes in the industries in which the customer operates to enable proactive information sharing with the customer. Own the budgeting process for the sub-segment Measures Of Success Delivering budgeted ROE Meets budget on Balance sheet growth (Assets and Liabilities) Meet budget on revenue (NII, NIR and Forex Revenue) Meet budget on DTF min 0.5 Acquisition of new to bank customers in line with the budget Qualifications Preferred Qualification and Experience Honours Degree Field of study: Finance and Accounting A post graduate qualification in Finance and Accounting. Experience 5 – 7 years of banking experience, with 3 to 4 years of relationship management or people management. Knowledge/Technical Skills/Expertise Relevant business related tertiary qualification particularly in the Commercial field (Business flavour), e.g. business related degree qualification. Strong numerical skills and financial acumen to analyse, evaluate and identify trends in complex consolidated financial statements, balance sheets and ratios. A sound understanding of cash - flow cycles pertaining to the industry being analysed. A good knowledge of financial spreadsheet applications (e.g. Excel) to capture and analyse financial data. Good knowledge of general banking practices and procedures. A good understanding of the principles and practices of business economics and the current business economic environment. A good current knowledge of different industry sectors and sector risk profiles/ trends; this includes an understanding of the impact of climactic conditions on the agricultural market (if there are agric clients in the portfolio). A thorough knowledge of multi-level products available to business banking customers (features & benefits) and pricing structures. A good knowledge of financial investment options, vehicle and asset finance and electronic banking options for lead generation purposes. A good knowledge of Personal Banking product offerings. A good knowledge of competitor offerings and structures. A sound knowledge and understanding of Credit principles and practices, including an understanding of credit application, securities and balance sheet requirements. A strong working knowledge of the terms and conditions of multiple legal entities (companies, close corporations, sole proprietorships etc.) in the commercial market and the legislative restrictions & requirements governing these from a financial services perspective. Sound understanding of current taxation laws as they apply to the portfolio of customers. Negotiation skills. A good working knowledge of administration processes and procedures pertaining to Business Banking transactions. Excellent verbal and written communication skills. Knowledge of how to use the Group Reference Guide to access/ look up relevant information.