Job Summary

• The primary objective is to support in the maximization of sustainable economic profit derived from a portfolio of Commercial clients on both individual portfolio and aggregate team basis via Customer Service, effective business development and risk management, including controls and governance.
• A key point of contact for customers dealing with a range of requests including any calls in Relationship Managers’ / Industry Head’s absence.
• Assist Relationship Manager with operational issues, customer relationship development, and risk management for the portfolio.

Job Description

Key accountabilities / Deliverables / Outcomes:

Customer: Placing the client at the centre of our business and in every activity we undertake (50%)

• Act as principal point of contact in the Relationship Managers’ absence.
• Develop and maintain contacts with key individuals in Customers’ organization.
• Co-ordinate introduction to and from other areas of Absa Group where appropriate and monitor outcomes.
• Assist in development of and revision of Customer Relationship Plans and track the same with the Relationship Manager for quarterly updates.
• Monitor level of Customer service and satisfaction based on Business Banking Service standards to consistently achieve / exceed Net Promoter Score target.
• Develop and maintain links with local business community and support the Relationship Manager in same activity.
• Participate in business development presentations where appropriate.
• Conduct research to identify potential new to bank target customers, establish contact, follow up on leads and arrange meetings for business development.
• Develop and maintain contacts with specialists in other sectors and areas of the Bank / Group and leverage on ecosystem opportunities.
• Monitor leads and update lead tracking systems.
• Support set up of products from other areas of the Absa Group.
• Attend Business Banking team meetings and contribute fully to enhance continuous improvements in customer service and portfolio growth.
• Update and maintain proper client information on applicable internal systems, for efficient customer service.
• Drive customer digitization (80%+ on digital / alternate channels) and utilization.
• Dedicated relationship role for delegated clients as agreed from time to time (typically the “smaller” accounts, about 20% of the portfolio, which are not part of a large group) in consultation with the Relationship / Line Manager.

Self-Development & Others (5%)

• Identify own strengths and weaknesses in skills and attributes, review self-development plans and ensure training and development are completed.
• Being receptive to feedback and constantly striving to develop new skills and knowledge (genuine can-do attitude, switched on and quick to learn).
• Work to enhance the capacity of the organization by getting the best out of people and make the bank a great place to work (360 degrees feedback).

Quality, Controls & Governance (45%)

• Keep knowledge up to date for products from other areas of the Absa Group.
• Conduct full customer due diligence on customers during on boarding and on a regular basis as per the requirements of the business and compliance teams.
• Act as a liaison for risk management information purposes with customers, accountants, solicitors, and other relevant people.
• Collate customer produced financial information and co-ordinate input on the relevant credit systems by the corporate credit team.
• Support consistent achievement of timely review of facilities for Borrowing clients (issue review notification at least 90 days to expiry / renewal dates and obtain required information and documents at least 60 days to target date and enable the Credit Analyst and Relationship Manager obtain timely approvals).
• Assist with creation of Credit Applications on CCRS.
• Support the review of facility letters and co-ordinate execution of related documentation and drawdown of facilities.
• Provide technical input and undertake research for the Relationship Manager in connection with proposed security and liaise with the relevant stakeholders to arrange timely preparation and execution of security documentation.
• Attend joint credit and relationship team meetings and contribute fully including suggestions on ways to improve governance and controls on the portfolio.
• Help to minimize Operational Risk in delivery of Business Banking Products and Services by adhering to the internal procedures and guidelines.
• Ensure that all activities and duties are conducted in full compliance with regulatory requirements, Enterprise Risk Management Framework and internal Absa Policies and Policy Standards.
• Control and quality of the portfolio using available triggers (securities maintenance items, review of refer list, and other risk reports).
• Understand and manage risks and risk events (incidents) relevant to the role.

Role/person specification

Qualification:

• A relevant undergraduate degree from a recognized university.
• Additional professional / advanced qualifications are an added advantage.

Experience

• Understanding of Banking products and related solutions.
• Sales and service experience.

Knowledge and Skills / Required Performance Imperatives:

• Advanced knowledge of Banking / financial services.
• Being creative and flexible in overcoming Customers problems and complaints.
• Owning problems / challenges and taking responsibility for solving them.
• Being proactive in selling the Bank’s products and related solutions.
• Consistency in delivering against expectations and on time.
• Focusing on tasks that genuinely add value to the Bank and customers.
• Working with a strong sense of quality and efficiency.
• Taking the initiative and making suggestions to improve performance.

• Act as principal point of contact in the Relationship Managers’ absence.
• Develop and maintain contacts with key individuals in Customers’ organization.
• Co-ordinate introduction to and from other areas of Absa Group where appropriate and monitor outcomes.
• Assist in development of and revision of Customer Relationship Plans and track the same with the Relationship Manager for quarterly updates.
• Monitor level of Customer service and satisfaction based on Business Banking Service standards to consistently achieve / exceed Net Promoter Score target.
• Develop and maintain links with local business community and support the Relationship Manager in same activity.
• Participate in business development presentations where appropriate.
• Conduct research to identify potential new to bank target customers, establish contact, follow up on leads and arrange meetings for business development.
• Develop and maintain contacts with specialists in other sectors and areas of the Bank / Group and leverage on ecosystem opportunities.
• Monitor leads and update lead tracking systems.
• Support set up of products from other areas of the Absa Group.
• Attend Business Banking team meetings and contribute fully to enhance continuous improvements in customer service and portfolio growth.
• Update and maintain proper client information on applicable internal systems, for efficient customer service.
• Drive customer digitization (80%+ on digital / alternate channels) and utilization.
• Dedicated relationship role for delegated clients as agreed from time to time (typically the “smaller” accounts, about 20% of the portfolio, which are not part of a large group) in consultation with the Relationship / Line Manager.
• Identify own strengths and weaknesses in skills and attributes, review self-development plans and ensure training and development are completed.
• Being receptive to feedback and constantly striving to develop new skills and knowledge (genuine can-do attitude, switched on and quick to learn).
• Work to enhance the capacity of the organization by getting the best out of people and make the bank a great place to work (360 degrees feedback).
• Keep knowledge up to date for products from other areas of the Absa Group.
• Conduct full customer due diligence on customers during on boarding and on a regular basis as per the requirements of the business and compliance teams.
• Act as a liaison for risk management information purposes with customers, accountants, solicitors, and other relevant people.
• Collate customer produced financial information and co-ordinate input on the relevant credit systems by the corporate credit team.
• Support consistent achievement of timely review of facilities for Borrowing clients (issue review notification at least 90 days to expiry / renewal dates and obtain required information and documents at least 60 days to target date and enable the Credit Analyst and Relationship Manager obtain timely approvals).
• Assist with creation of Credit Applications on CCRS.
• Support the review of facility letters and co-ordinate execution of related documentation and drawdown of facilities.
• Provide technical input and undertake research for the Relationship Manager in connection with proposed security and liaise with the relevant stakeholders to arrange timely preparation and execution of security documentation.
• Attend joint credit and relationship team meetings and contribute fully including suggestions on ways to improve governance and controls on the portfolio.
• Help to minimize Operational Risk in delivery of Business Banking Products and Services by adhering to the internal procedures and guidelines.
• Ensure that all activities and duties are conducted in full compliance with regulatory requirements, Enterprise Risk Management Framework and internal Absa Policies and Policy Standards.
• Control and quality of the portfolio using available triggers (securities maintenance items, review of refer list, and other risk reports).
• Understand and manage risks and risk events (incidents) relevant to the role.

• Being creative and flexible in overcoming Customers problems and complaints.
• Owning problems / challenges and taking responsibility for solving them.
• Being proactive in selling the Bank’s products and related solutions.
• Consistency in delivering against expectations and on time.
• Focusing on tasks that genuinely add value to the Bank and customers.
• Working with a strong sense of quality and efficiency.
• Taking the initiative and making suggestions to improve performance.

• A relevant undergraduate degree from a recognized university.
• Additional professional / advanced qualifications are an added advantage.
• Understanding of Banking products and related solutions.
• Sales and service experience.
• Advanced knowledge of Banking / financial services.