Manager, Relationship Business
Standard Bank
Polokwane
3d ago

Job Details

Test Division Summary

Job Purpose

  • To grow and retain a portfolio of high value Business Segment relationships by performing a proactive, mobile, value adding financial partnership role.
  • To ensure that close personal attention is given to provide a full array of customised financial solutions tailored to meet the growth needs and potential of the customers within the portfolio.
  • To provide effective relationship management aimed at optimising customer profitability and value to the Bank.
  • To ensure customer satisfaction across allocated portfolio of customers
  • Key Responsibilities / Accountabilities

    Relationship and Portfolio Management :

  • Ensures deep understanding of Customer’s business through regular interaction with client at their place of business.
  • Employs the use of client value chain analysis to understand customer needs and deploy banking solutions to meet those needs.
  • Utilises the Banks Customer Relationship Management (CRM) tool to ensure accurate and updated customer information and effectively manage the relationship.
  • Develops and implements a client-calling schedule to visit all clients in the portfolio.
  • Identifies opportunities to migrate clients in line with customer value proposition.
  • Customer Experience :

  • Complete all compliance training within laid down timelines.
  • Ensures that customer service expectations are met / exceeded.
  • Provides a central advisory role to the client.
  • Ensures effective query management and client feedback.
  • Monitors and manages (in collaboration with internal business partners) the delivery of service in line with service level agreements, standards and turnaround times within the Centre.
  • Ensures the implementation of Business Banking Value proposition.
  • Performs a proactive liaison role, at appropriate levels, between relevant stakeholders e.g. Credit, Operational Shared Services (OSS) and other relevant business partners, to ensure customer service expectations are fully met.
  • Transacion Led Customer Acquisition :

  • Formulates, drives, measures and manages the implementation of a sales performance strategy for the portfolio to grow new business and share of wallet across the portfolios managed.
  • Leverages sales growth tactics and targets in collaboration with business partners in the area e.g., Local markets, Prestige and Private Banking, Vehicle and Asset Finance;
  • Electronic Banking; SBFC; SBIB and any other Business Partners.

  • Responsible for driving personal / business interplay in partnership with Private and other Personal Market segments.
  • Responsible for achieving sales budgets as set by Business Centre.
  • Develops and implements sales best practices in support of the Business Banking value proposition and customer expectations.
  • Manages opportunity and pipeline management.
  • Drives implementation of value-chain analysis to ensure better understanding of sales opportunities within client base.
  • Provides guidance pertaining to the promotion, selling and structuring of a wide and diverse range of financial solutions customised to best meet the financial needs of high value Business Banking Clients.
  • Ensures support for provincial and national sales campaigns.
  • Ensures the implementation of the Black Small and Medium Enterprises (BSME) value proposition.
  • Ensures the acquisition and retention of Tutuwa Small and Medium Enterprise beneficiaries.
  • Ensures effective use of Customer1stlead generation system as a lead, queries and complaints management tool.
  • Drives the usage of the Customer1st system within the Province.
  • Drives the required behaviours to support the Customer1st system within the Province.
  • Economic Growth :

  • Achievement of financial budgets through optimal growth of balances, margin management and revenue streams.
  • Manages profit margins on portfolio through appropriate pricing within policy guidelines. Recommends pricing concessions where appropriate.
  • Ensures recovery of all revenue.
  • Client management :

  • Plans and implements annual credit reviews for allocated portfolio.
  • Structures the customised credit loan facility options and parameters.
  • Explains credit procedures, qualifying criteria and expected turnaround times to clients in order to ensure that their expectations are being managed.
  • Motivates and processes credit applications.
  • Notifies customers regarding the approval / decline, including reasons thereof, of credit loan facilities.
  • Explores alternative solutions in the event of declines from Credit.
  • Monitors daily referrals to ensure that client facilities are managed within the set risk parameters.
  • Exercises discretion regarding account conduct based on a close knowledge and understanding of client activities.
  • Proactively manages client’s credit exposure and collateral held to contain risk.
  • Ensures the submission of high quality credit applications to enable business and credit stakeholders to appropriately assess the risk to the Bank.
  • Keeps abreast of external factors influencing the client’s exposure to risk.
  • Risk and Compliance :

  • Ensures compliance with general banking and credit policies and procedures.
  • Supports the implementation of the Financial Intelligence Centre Act (FICA) to ensure adherence to record keeping requirements
  • Ensures compliance to all applicable legislative requirements such as the National Credit Act, Consumer Protect Act etc.
  • Ensures adherence to all regulatory and compliance risk requirements
  • People Management :

  • Manage the Account Analyst to ensure that work standards and quality work output targets are set, achieved and maintained.
  • Manage the performance contribution of support staff.
  • Identifying strengths and development areas and ensuring that support staff receives the requisite learning and skills development interventions.
  • Plays an active role in the recruitment process, development and retention of relevant skills in order to meet the business needs.
  • Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
  • Ensures skills assessments and competency-based training takes place as and when required.
  • Drive 100% compliance training for all staff.
  • Ensures that appropriate skills transfer initiatives are implemented.
  • Creates an environment in which learning and development are emphasised and valued.
  • Takes personal responsibility for coaching and mentoring others.
  • Promotes a culture where the values of the Bank are seen to be alive’
  • Ensures the implementation of the leadership promise and employee engagement programme.
  • Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
  • Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and teamwork.
  • Monitors and manages the performance and development of staff within the area. This includes regular one-on-one feedback sessions, conducting mid-year and final performance appraisals, as well as the moderation and relative distribution of all appraisals for the team.
  • Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.
  • Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures.
  • Minimum Qualification and Experience

    The Standard Bank Group has implemented a Vaccination Policy for all roles which require the incumbent to work from the Standard Bank premises on a full-time or intermittent basis.

    Full vaccination against COVID-19 is therefore an inherent requirement of this role.’

  • FSB Listed FAIS recognised qualification - Bachelor's degree : Business Commerce or NQF7 / RE5
  • 5 Years relationship management experience or managing a portfolio
  • revious managerial experience (+ / - 3 years) as a Business Manager, Account Manager, or any other related role dealing with high value commercial clients is essential.
  • This experience provides a general understanding of how Business Banking and commercial businesses operate, as well as understanding the business risks, industry risks and financial requirements pertaining to the commercial market.

  • Significant experience in preparing and motivating Credit applications
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