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    Premier Relationship Manager-1 at - Nairobi, Kenya - Absa Bank Limited

    Absa Bank Limited
    Absa Bank Limited Nairobi, Kenya

    1 week ago

    Default job background
    Full time
    Description
    Absa Bank Limited (Absa) is a wholly owned subsidiary of Barclays Africa Group Limited.

    Absa offers personal and business banking, credit cards, corporate and investment banking, wealth and investment management as well as bancassurance.

    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

    Key Accountabilities/Deliverables/Outcomes

    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 10%

    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:
    Time split 5%

    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.

    Role/person specification
    Preferred 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

    Behavioural Competencies

    Communication and Presentation
    Planning
    Relationship management
    Team building

    Technical Competencies

    Resource management
    Business management
    People Management
    Performance management
    Business awareness

    Education


    Higher Diplomas:
    Business, Commerce and Management Studies (Required)
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