Premier Relationship Manager, Nairobi Region

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.

Job Description

Relationship Management and Cross-Selling: Time split 85%

Be the first point of contact for customers in the portfolio

Drive any required communication to customers in the portfolio

Proactively target and recruit clients, through referrals from existing customer portfolios

Proactively engage customers in existing portfolios to onboard close family members as part of the family banking strategy

Ensure 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 holding

Complete a detailed Customer Discussion Document for new customers upon hand-over from the Premier Acquisition team

Ensure the customer portfolio meets CLM Engaged measures – account funding, digital usage, and product holding

Drive increased assets balance sheet per customer, liabilities balance sheet per customer and revenue per customer through continued customer engagements

Monitor 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 needs

Manage 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 meetings

Ensure customers in the portfolio are contacted/engaged as per the laid down Premier Customer Engagement procedures

Business Management: Time split 15%

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 maintained

Review portfolio on a regular basis recommending clients

Adhere to standards, legal and regulatory, in accordance with the Absa Premier guidelines and Head Office instructions

Risk and Controls

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.

Qualification

Bachelor’s degree from a recognized university.

Preferred Experience

Circa 2 years of team leader experience

Record of achievement in a sales and service environment

Experience in handling customer complaints

Previous experience in handling operational risk issues

Previous roles could include;

Personal banker team leader

Prestige team leader

Knowledge and Skills

In-depth knowledge of the full range of Absa Africa retail product set and services and an overview of corporate and small business services

In-depth understanding of technical support systems e.g. Flex, BOC, IBOC

Detailed 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 policy

Awareness of Absa Africa's retail strategy, operating structures, and interfaces

Knowledge of Absa Africa people's policy and procedures

Understanding of the local competitor market.

Team leader experience.