Job Summary
Responsible for recruiting and maintaining a portfolio of premier clients, by selling a high-quality, relationship-oriented, financial planning service, supported by a dedicated Account Executive. Clients are recruited from the existing Bank customer base and externally with the aim of developing significant sales, and high levels of client satisfaction through a mutually beneficial relationship.
The client relationship is managed on a highly proactive and ongoing basis over an extended period. Whilst part of a team, the jobholder operates on a mobile basis, meeting clients at times and locations convenient to the client.
Job Description
Key Accountabilities/Deliverables/Outcomes
Relationship Management and Cross-Selling: Time split 85%
Be the first point of contact for customers in the portfolio
Drive any required communication to customers in the portfolio
Proactively target and recruit clients, through referrals from existing customer portfolios
Proactively engage customers in existing portfolios to onboard close family members as part of the family banking strategy
Ensure new customers meet CLM Involved measures upon handover from the Premier Acquisition team. Involved tracking will commence from Day 31 to Day 90 and will ensure continued account funding, digital usage and product holding
Complete a detailed Customer Discussion Document for new customers upon hand-over from the Premier Acquisition team
Ensure the customer portfolio meets CLM Engaged measures – account funding, digital usage, and product holding
Drive increased assets balance sheet per customer, liabilities balance sheet per customer and revenue per customer through continued customer engagements
Monitor and ensure funding of Zero Balance Accounts, Low Funded Accounts, Inactive Accounts, and Overdrawn Accounts in your portfolio as part of ensuring funding growth.
Ensure ongoing reviews of the Customer Discussion Document for each customer in the portfolio and drive satisfaction through proactive identification of identified clients’ ongoing financial needs and cross-sale of required solutions.
Actively drive cross-sale targets for the portfolio across product lines – Assets, Liabilities, FX, etc.
Proactive engagement of required business specialists to support the fulfillment of customer needs
Manage the client portfolio, making proactive contact on a regular basis and meeting clients at their convenience, and maintain an updated calendar/diary to track customer meetings
Ensure customers in the portfolio are contacted/engaged as per the laid down Premier Customer Engagement procedures
Business Management: Time split 10%
Ensure the targeted level of business results (i.e. income, balance sheet, costs, client satisfaction, and client recruitment) for the jobholder’s own portfolio are maintained
Review portfolio on a regular basis recommending clients
Adhere to standards, legal and regulatory, in accordance with the Absa Premier guidelines and Head Office instructions
Risk and Controls: Time split 5%
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
Role/person specification
Preferred Qualification
Bachelor’s Degree from a recognized university
Preferred Experience
Circa 2 years of team leader experience
Record of achievement in a sales and service environment
Experience in handling customer complaints
Previous experience in handling operational risk issues
Previous roles could include;
Personal banker team leader
Prestige team leader
Knowledge and Skills
In-depth knowledge of the full range of Absa Africa retail product set and services and an overview of corporate and small business services
In-depth understanding of technical support systems e.g. Flex, BOC, IBOC
Detailed understanding of the retail network business processes and operating procedures.
Thorough knowledge of operating instructions and audit requirements.
Good understanding of Absa Africa’s risk policy
Awareness of Absa Africa’s retail strategy, operating structures, and interfaces
Knowledge of Absa Africa people’s policy and procedures
Understanding of the local competitor market.
Team leader experience
Behavioural Competencies
Communication and Presentation
Planning
Relationship management
Team building
Technical Competencies
Resource management
Business management
People Management
Performance management
Business awareness
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