Job Purpose To grow and retain a portfolio of Commercial relationships aimed at optimising customer value to the bank.
To develop strong business relationships with the commercial customers through proactive and value-adding contact. To understand the commercial customer’s business, their current business needs, as well as their long-term strategy.
To provide a full array of customised financial solutions tailored to meet the business’s short- and long-term needs. To provide effective relationship management, and an efficient service, by being the customer’s main point of contact in the bank.
Key Responsibilities / Accountabilities Complete all compliance training within laid down timelines. Relationship and portfolio management
Ensures a deep understanding of the commercial customer’s business through regular value-adding interaction with the customer at their place of business.
Completes a customer value chain analysis to further understand the customer’s needs and identifies sales opportunities and deploys banking solutions to meet those needs.
Ensures accurate and updated customer information.
Implements a customer relationship management (CRM) strategy to ensure regular contact of all commercial customers in the portfolio as per the customer value proposition (CVP) for Commercial Banking.
Identifies opportunities to migrate commercial customers to the more appropriate customer value proposition.
Continuously sources relevant information around key trends and / or changes in the industries in which the customer operates to enable proactive information sharing with the customer.
Ensures that all new service requests (queries and complaints) are logged correctly.
Identifies and actions opportunities for cross- and up-sell.
Ensures that service requests in personal worklist are actioned within agreed timelines.
Manages worklist queues to ensure items are actioned within agreed timelines, and / or re-assigns staff to different queues to ensure work completed within agreed timelines.
Coaches staff on the required behaviours to support customer relationship management.
Provides customers with feedback on reclassification of service requests, outstanding documentation and telephonic resolution feedback according to customer relationship standards.
Ensures accurate capturing, updates or amendments of customer information and history notes.
Forges business partnerships with Specialised Sales, Personal and Business Market stakeholders in the province to leverage the interplay between Personal and Business Markets for optimal growth and retention.
Forges business partnerships with Credit and other internal and external stakeholders for optimal segment growth and retention.
Adoption of portfolio management principles and technology aimed at enhancing experience for staff and customer Customer experience
Ensures that commercial customer service expectations are met and exceeded.
Ensures effective query management and customer feedback. (Use of Customer1st)
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 commercial centre.
Ensures the implementation of the commercial value proposition and keeps abreast of changes to the commercial value proposition.
Performs a proactive liaison role, at appropriate levels, between relevant stakeholders (e.g., credit, operational shared services, product specialists and other relevant business partners), to ensure customer service expectations are fully met.
Ensures that the customer’s expectations are always managed and that frequent feedback is given to the customer on progress relating to all new sales or queries.
Frequently sources feedback on the customer experience and service levels and addresses areas of concern as a matter of priority.
Ensures an effective customer onboarding process. Revenue growth
Formulates, drives, measures and manages the implementation of a revenue growth performance strategy for the portfolio to grow new business and share of wallet across the commercial segment.
Executes revenue growth tactics and targets in collaboration with business partners in the area (e.g., Prestige and Private Banking, Vehicle and Asset Finance;
Property Finance : Business Online; Standard Bank Financial Consultancy; Standard Bank Insurance Brokers and any other business partners).
Responsible for driving Personal Banking, Business Banking and Commercial Banking interplay in partnership with Private Banking and other Personal Banking segments by proactively identifying and passing Personal Banking leads onto the relevant areas.
This includes workplace banking opportunities.
Responsible for achieving set revenue growth budgets per product across the portfolio of commercial customers.
Develops and implements revenue growth best practices in support of the commercial value proposition and customer’s expectations.
Proactively identifies, tracks and manages potential opportunities to cross-sell a product / offering to the customer.
Completes a value chain analysis for all customers to gain a better understanding of the needs of the customer and to apply appropriate solutions.
Proactively provides guidance to the customer pertaining to the promotion, selling and structuring of financial solutions customised to best meet the financial needs of the commercial customer.
Executes and supports both the provincial and national revenue growth campaigns.
Recommends pricing concessions where appropriate.
Proactively identifies new leads opportunities and engages with acquisition.
Retention of the existing customer base. Economic profit
Ensures the achievement of financial budgets for the portfolio through optimal growth of balances, margin management and non-interest revenue streams.
Manages profit margins on portfolio through appropriate pricing within policy guidelines.
Recommends pricing concessions where appropriate.
Proactively manages and reviews pricing concessions.
Ensures recovery of all revenue (e.g., pricing related fees, initiation fees, reviews fees, monitoring reversals, and managing concessions).
This is done by engaging with Group Operations Shared Services / GOSS) and the pricing department. In some cases, they are systematic and manual recoveries. Lending and risk management
Plans and implements timeous annual credit reviews for allocated commercial customers.
Together with Credit Origination (Commercial Banking), structures the customised credit loan facility options and parameters.
Explains credit procedures, qualifying criteria and expected turnaround times to customers in order to ensure that their expectations are being managed.
Motivates and processes non-scored credit applications.
Notifies customers regarding the approval or decline, including reasons thereof, of credit loan facilities.
Explores alternative solutions in the event of declines from Credit.
Monitors daily referrals to ensure that commercial customer facilities are managed within the set risk parameters.
Proactively manages customer credit exposure and collateral held to contain risk to the bank.
Ensures the submission of high quality and accurate credit applications to enable business and credit stakeholders to appropriately assess the risk to the bank.
Keeps abreast of external factors influencing the customer’s exposure to risk and implements the necessary action. Efficiency and effectiveness
Ensures compliance to all applicable legislative requirements (e.g., National Credit Act; Companies Act) and record-keeping in terms of Financial Advisory and Intermediary Services Act (FAIS);
the Financial Intelligence Centre Act requirements (FICA); and the Consumer Protection Act (CPA).
Accurately and efficiently processes customer’s mandates and documentation requirements for financial facilities.
Actions daily and monthly internal reports as per laid-down procedures.
Ensures the adherence to all internal risk related policies and guidelines.
Complete all compliance training within laid down timelines. People management
Manages the account manager to ensure that work standards and quality work output targets are set, achieved and maintained.
Influences the performance contribution of support staff.
Identifies strengths and development areas and ensures 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 in terms of Commercial Banking curriculum 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.
Preferred Qualification and Experience Qualifications Business-related degree Post-graduate qualification is an advantage Driver’s licence FAIS compliant Experience Managerial experience of 3 years as an account executive or relationship manager dealing with high value commercial customers.
Experience in preparing and motivating credit applications. Knowledge / Technical Skills / Expertise Verbal and written communication skills Controlling : takes charge, directs, manages, and organises Socially confident / relationship builder : self-assured, enjoys meeting people, creates a good impression in social situations, is good with words and knows what to say (even when communicating disagreeable information).
Has the need to focus on one task and complete it thoroughly Structured and organised Diligent and conscientious Perfectionist and systematic Goal directed and persistent Has a fast paced approach Initiator and leads from the front Customer-oriented Enjoys numbers and quantification, budgets cash flows, profits and loss calculations Enjoys controlling and being in charge of a project, operation or division Problem solving Planning Decision making