Nafasi ya kazi :- Prestige Relationship Manager – Sky Branch at ABSA Bank

Prestige Relationship Manager – Sky Branch

ABSA Bank

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With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

Prestige Banker-Sky Branch will have a responsibility of managing assigned Prestige Banking Customers portfolio by retaining and acquiring new customers. This will be achieved through cross selling of Bank’s products and provide memorable customer experience.
The role holder will be required to meet minimum performance standards across service and sales i.e. meeting a minimum number of calls and sales per week based on an appropriate product mix. The role holder will be having a portfolio of customers that are domiciled in different Branches.

Job Description

Main accountabilities and approximate time split

Relationship and Portfolio Management 25%

Manage the banking relationships of portfolio of Prestige Segment customers assigned to you.
Ensure regular contacts of customers under your portfolio for the purpose of relationship deepening and cross selling.
Building relationships with existing customers in order to pro-actively anticipate and address future customer needs, identify sales opportunities and increase revenue/footing per customer.
Continuously monitor utilization of credit facilities and other products such as credit cards. Identify and resolve underutilization by contacting customers to determine the reasons and escalating service issues
Working closely with Premier RMs for smooth upgrading of qualified Premier Clients from Prestige and Personal Banking Segments.
Increase Customer Retention & Reduce attrition.
Review reports from branches indicating income levels of existing standard customers and identify names that could become Prestige clients.

Sales 45%

Achieve agreed sales targets for new accounts, cards, assets and liabilities through a proactive calling programme as assigned by the Line Manager.
Grow assigned Prestige Portfolio, Asset and liability book.
Conduct a detailed needs analysis for all existing and potential customers to determine which products would suit their needs. The product suite includes all products available to Prestige Banking customers.
Increase product penetration for existing customer base by reviewing their portfolio to determine potential cross sells and proactively recommend new products to customers.
Making sure that all our customers have Platinum Cards, AIR, and AMB.
Maintain valuable communication with Prestige Customers.
Recruit new customers (from non-Sky Branch Portfolio- Personal)
Perform telesales and courteous calls to customers i.e. Manage own calling programme, including identifying names to call on in a particular day or as assigned by your Supervisor.
Undertake marketing, special campaigns, promotions etc.
On a daily basis, compile a report on the calling programme and personal sales progress against the targets as agreed. Present the report to the Line Manager.

Service Excellence 20%

Provide High Standard of Customer Service at all times, face to face, via phone or email and create customer loyalty through offering exceptional customer experience.
Complete follow-up paperwork and undertake administration activities to ensure effective, efficient and compliant operation of the customers in your portfolio.
Log and follow up written responses to customer complaints from customer service.
Ensure on boarding process is adhered to.
Ensure 100% complaint resolution at first point of contact.
Monitor operational delivery of customer requirements, summarise systemic failures and raise to the Line Manager.

Risk and Controls Objectives

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa
• Operational Risk Framework and internal Absa Policies and Standards 10%
• Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
• Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
• Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
• Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future.
• Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
• Continuous and proactive engagement with regulatory bodies, unions where applicable
• All mandatory training completed to deadline

Technical skills / Competencies

Skills & Competencies

What does the role holder need to be able to do/be well at doing?

• Relationship Management skills
• Communication skills ( fluent in both English and Swahili)
• Effective interpersonal skills (effective questioning and active listening)
• Basic numeracy for maintaining sales records

  Knowledge, Expertise and Experience

Experience

What does the role holder need to have done before?

• Operated in a customer facing role where service is paramount.
• Experience in service and sales environment,
• Has experienced a target driven role,

Knowledge

What does the role holder need to know/know about and/or be qualified in?

• Fully conversant with all Prestige Banking products/services/tariffs.
• Detailed knowledge of relevant Customer systems in order to sell.
• Good knowledge of Bank’s internal systems.
• A detailed knowledge of the Bank’s Account Opening Policies and Procedures.
• Customer service standards.
• IT literate.
• Sales standards in line with regulation.
• Competitor information in relation to products and service.
• Training requirements specific to the role

Sales process and selling training, service modules and minimum regulatory training. Also includes technical training to ensure competence in account opening, and various bank systems. Also:

• Personal Banker’s Course
• Sales & Marketing Course
• Credit Scored Personal Lending Products
• Account Opening Procedures
• Know Your Customer
• Banking products, processes and services
• Customer service standards

Absa Values

Absa’s Values and Behaviours represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Education

National Diplomas and Advanced Certificates: Business, Commerce and Management Studies (Required)

How to Apply:

CLICK HERE TO APPLY