Summary
Date Posted: Saturday, January 13 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Title: Relationship Manager, Premier Banking
Unit: Business Banking
Reports to: Head Business Banking
Division: Retail Banking

Job Purpose Statement: To acquire and service clients within the Premier Banking segment, customise as appropriate the customer value proposition designed for the segment, incorporating solutions that holistically address the clients’ short- and long-term objectives. Effectively manage client relationships, increase customer satisfaction levels, retain customers and grow share of wallet through selling multiple solutions and services offered by the Bank.

Key Result Areas
Financial (40%)
• Acquire, grow and retain base of Premier Banking clients
• Achieve revenue, sales and portfolio growth targets across a range of products and services
• Achieve Product holding per customer growth targets
• Cross sell of products/ solutions thereby increasing their share of wallet in the Bank
• Create and execute a client driven relationship management and portfolio management strategy that will result in increased revenue, profit, share of wallet and contained PAR within Bank guidelines.
• Participate in Bank initiated sales & marketing initiatives.
• Work with the Corporate and Business banking relationship Managers and Premier Banking officers to plan and coordinate Premier Banking business and related sales activities/initiatives

Customer Service (40%)
• Provide Premier banking clients with personalized service so as to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.
• Identify financial and non-financial requirements of Premier Banking clients by conducting financial needs analysis
• Ensure clients are aware of all the Privileges & Solutions offered under Premier Banking
• Ensure clients are aware of all financial services offered by the bank
• Use systems effectively for customer contact management, sales and service activity
• Ensure delivery of service promise and practice brand values
• Minimize client attrition
• Ensure set Complaint Management processes are followed and TATs are met.
• Achieve status of trusted advisor
• Achieve the required minimum client visits and customer engagement forums per year.
• Execute account plan and monitor realisation of the anticipated results.

Internal business processes ( 10%)
• Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
• Strong responsibility for ethical selling to customers with complete disclosure about products and services
• Ensure Portfolio allocated is closely monitored and actions recommended are diligently executed
• Ensure required approvals are obtained before authorizing payments.
• Adherence to policies, procedures and statutory guidelines. Minimise exposure to bank wide risks, enforce zero tolerance to non-compliance with KYC and AML regulations.
• Lead the process and confirm that closure of gaps/lapses identified, corrective and preventative actions for the segment identified by audit, risk and compliance reviews; investigations or other assessment mechanisms are undertaken within the agreed time frame.
• Use data, information and insights to drive decisionmaking.
• Leverage position of trusted advisor to proactively manage PAR. Propose solutions that address the customer’s situation that protect the Banks interest and implement as approved.
• Monitor overdrawn accounts/ overdue loans or card payments and follow up for clients to regularize
• Ensure accounts are not overdrawn without authorization
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines (daily, weekly, monthly, quarterly)

Learning and growth ( 10%)
• Develop training programs for direct reports and conduct staff product trainings
• Complete training programs allocated in line with role
• Proactively manage own learning and development
• Manage cross-functional teams
• Adhere to annual leave plan agreed with line manager

Ideal Job Specifications
Academic
• Bachelor’s degree in a business-related field Professional
• Professional qualification will be an added advantage.
Desired work experience:
• Minimum 5 years’ experience in similar job managing High Net Worth (HNW) clients with a financial services institution.
• In-depth knowledge of the local banking industry, banking products, banking operations and services and banking regulations.
• Good working knowledge and understanding of general commercial regulations and practices.
• Broad understanding of available investment products and services, industry competitive landscape and regulatory environment.


Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

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