Head of SME

2 months ago

Nairobi, Nairobi Area, Kenya Absa Group Ltd Full time

JOB SUMMARY

Preferred QualificationDegree from a Recognized UniversityEssential Detailed knowledge of the Core set productsFor Complex products, will have a detailed knowledge of the requirements of the more sophisticated customers.Introduce the product and co-ordinate the introduction of the relevant Group product specialist.A good knowledge of the products and services available in the SME/Local Business Sector is also required.A broad understanding of policies and strategies within the country as they relate to the demands of the customer base.Detail understanding of Country and CBRM guidelines and credit risk policies.Ability to negotiate/influence at senior level.PreferredKnowledge of the Absa Africa & Middle East Change Governance FrameworkSolid understanding of value-based management principles

RESPONSIBILITIES

Sales and Service (40%)Grow the SME team's portfolio profitability by identifying new and existing customer potential including sales opportunities and new product promotion initiatives.Formulate business development strategies and objectives for the industry to meet changing market needsMonitor conformance of industry team using new relationship development proceduresMonitor results of customer surveys for the industry against target service quality standardsMonitor levels of complaints and quality of handling for the industry portfolioProactively research competitive threats/opportunities within the team's market and geographical area.Communicate all key messages to customers including agreed service standards, negotiated pricing, relationship team contact points (including introductions to new personnel) and new product changesConduct annual and if appropriate, interim reviews of customers borrowing facilitiesConduct annual and if appropriate, interim reviews with non-borrowing customersDetermine the products that are most effective in meeting customers' needs and be able to sell these at short notice both reactively and proactivelyBusiness Management (30%)Manage performance of the industry team against key financial (risk-adjusted contribution) sales, service and operational targets.Champion, manage and monitor implementation of change impacting the SME team and arising from central and local Commercial change programmesConsult customer owners/managers on financial/ credit issues and general business practice/ideas.Work closely with the Head of Business Banking & SME in driving and delivering business performance in the countryResearch, create and follow up on a target list for potential new businessIdentify priority customers using the Customer Relationship Planning templates to assess their present and potential contribution.Control the quality of the portfolio, using available triggers and adherence to Risk management guidelines and policies.Staff Management (30%)Lead the Area Managers and RMs within the SME team using a team- based management approach.Help team members to identify strengths and weakness in their own skills and attributes, review their self-development plans and ensure training and development needs are accommodated.Coach team members on relationship development, service quality and riskAssess managers on performance against contract. Review and input Performance Development Reviews.

REQUIRED SKILLS

Conflict and complaint resolution, Reporting, Customer service, Sales strategy, Customer support, CRM systems, Customer relations

REQUIRED EDUCATION

Bachelor's degree

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