Assistant Relationship Manager - Commercial at Absa Bank Limited

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.