Premier Relationship Manager

1 month ago

Nairobi, Nairobi Area, Kenya Absa Group Ltd Full time

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.Role/person specificationPreferred QualificationBachelor's Degree from a recognized universityPreferred ExperienceCirca 2 years of team leader experienceRecord of achievement in a sales and service environmentExperience in handling customer complaintsPrevious experience in handling operational risk issuesPrevious roles could include;Personal banker team leaderPrestige team leaderKnowledge and SkillsIn-depth knowledge of the full range of Absa Africa retail product set and services and an overview of corporate and small business servicesIn-depth understanding of technical support systems e.g. Flex, BOC, IBOCDetailed 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 policyAwareness of Absa Africa's retail strategy, operating structures, and interfacesKnowledge of Absa Africa people's policy and proceduresUnderstanding of the local competitor market.Team leader experienceBehavioural CompetenciesCommunication and PresentationPlanningRelationship managementTeam buildingTechnical CompetenciesResource managementBusiness managementPeople ManagementPerformance managementBusiness awareness

RESPONSIBILITIES

Relationship Management and Cross-Selling: Time split 85%Be the first point of contact for customers in the portfolioDrive any required communication to customers in the portfolioProactively target and recruit clients, through referrals from existing customer portfoliosProactively engage customers in existing portfolios to onboard close family members as part of the family banking strategyEnsure 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 holdingComplete a detailed Customer Discussion Document for new customers upon hand-over from the Premier Acquisition teamEnsure the customer portfolio meets CLM Engaged measures – account funding, digital usage, and product holdingDrive increased assets balance sheet per customer, liabilities balance sheet per customer and revenue per customer through continued customer engagementsMonitor 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 needsManage 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 meetingsEnsure customers in the portfolio are contacted/engaged as per the laid down Premier Customer Engagement proceduresBusiness 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 maintainedReview portfolio on a regular basis recommending clientsAdhere to standards, legal and regulatory, in accordance with the Absa Premier guidelines and Head Office instructionsRisk 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.

REQUIRED SKILLS

Conflict and complaint resolution, Reporting, Customer service, Sales strategy, Communication, Customer relations

REQUIRED EDUCATION

Bachelor's degree

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