Relationship Manager-Personal & Business Banking

Job Description

JOB PROFILE: Relationship Manager

Division: PBBD

Reports to: Executive Director

Number of direct subordinates: 1

JOB PURPOSE

To grow the portfolio/ balance sheet by identifying and fulfilling client needs and providing excellent/ superior service and financial solutions. To ensure the retention of existing clients by cross-selling Bank's products in the competitive banking environment.

KEY STAKEHOLDERS

OUTPUTS

WEIGHTING %

ROLES

CORE BEHAVIOURAL COMPETENCIES

TECHNICAL / PROFICIENCY & COMPETENCIES

  1. Sales

 

60%

  • Coordinator
  • Programmer
  • Interpreter
  • Analyzer
  • Problem solver
  • Networker
  • Custodian of the client relationship
  • Relationship Builder
  • Market & Business Developer
  • Sales Driver
  • People Manager
  • Deal Creator
  • Client Acquisition
  • Relationship building
  • Client Acquisition
  • Client Centricity – excellence orientation
  • Sales & Marketing
  • Deal Negotiations / creation
  • Problem Solving & Analysis
  • Listening & Understanding
  • Commercial Awareness
  • Planning & Organizing
  • Team working & networking
  • Developing Others

Knowledge

  • Excellent understanding of all banking products & systems
  • Excellent industry & market knowledge
  • Sound understanding of local & global economic fundamentals
  • Sound financial & credit analysis/ assessment background
  • Banking Procedures
  • Governance, Risk and Controls

 

Skills

  • Exceptional interpersonal skills
  • Superior negotiation skills
  • Excellent marketing skills
  1. Customer Satisfaction

10%

  1. People Management

10%

  1. Risk Management

20%

Total

100%

             

                                                                                                                                                                                                                                                                

OUTPUT 1

SALES

KEY ACTIVITIES

MEASUREMENT/JOB STANDARDS

  • Increase Customer Base
  • Achieve Targets/ Budgets
  • Profitable Market Share Growth
  • Improve bottom line profitability
  • Effective cost management

 

  • Pro-actively pursue and build a business pipeline identifying new clients and business opportunities. 
  • Pro-actively market the Bank’s offering through electronic media or written documents
  • Pro-actively identify needs or react to expressed needs – eg Tenders
  • Develop appropriate solutions to identify financial needs
  • Orchestrate appropriate specialist interaction with clients (eg. Complex products and processes or where legal requirements necessitate)
  • Prepare and deliver written or verbal proposals
  • Negotiate and conclude the deals and collect relevant documentation
  • Make appropriate and profitable pricing decisions
  • Tailor client service levels and pricing according to his assessment of current and potential value
  • Develop and maintain broad knowledge of the structures & governance of Public Sector
  • Developing an in-depth understanding of requirements and banking needs of the various areas within the Public Sector environment – eg. Central Government; Parastatals; Municipalities; Regional Councils etc.
  • Managing the relationship between the Bank and its Public Sector clients 
  • Conduct relevant client visits and entertainment
  • Orchestrate any interaction between branch staff and clients
  • Form strong and sustainable relationships with key Public Sector Institutions and their key role players in so far as to improve the Bank’s profile in the market
  • Monthly reports
  • Surveys
  • Query resolution within 48hrs (5 working days – 9hrs a day)
  • Net Asset and Liability growth
  • NII / NIR growth, subject to availability
  • RAROC / ROE measurement, subject to availability
  • Client feedback / Growth of the book
  • Calling Rates – Comply with 2x4x4 process

 

 

  • Maintaining and growing an existing Public Sector business portfolio through intensive cross-sell discipline and dependable service
  • Initiate and conduct client interviews and needs assessment
  • Develop a strategy to approach new clients and cross-selling to existing clients – for example:
  • Marketing Plans (both on customer and portfolio level)
  • Pro-active usage of “Product Matrix” schedule
  • Pro-actively leverage existing networks, internal and external to obtain leads for new customers
  • Participate in marketing initiatives based on group information
  • Secure business with client to provide relationship opportunity
  • Developing and launching innovative practices to market the Bank’s products and services to the existing as well as prospective Public Sector clients
  • Increase tangible product and solution-based relationships with the Public Sector
  • Performing a client needs analysis to ensure that their banking needs are met effectively. 
  • Providing product and banking knowledge appropriately. 
  • Be alert to clients ever changing needs. 
  • Keep an eye on the competition. 
  • Ensures that client confidence is supported by solid delivery of expected benefits, such as cost efficient finance, improved efficiency of financial administration, and reliability of required service standards.

 

 

OUTPUT 2

CUSTOMER SATISFACTION

KEY ACTIVITIES

MEASUREMENT / JOB STANDARDS

 

  • Client Service Excellence

 

  • Providing a client service that is reliable, quick and accurate.
  • Ensures that client confidence is supported by solid delivery of expected benefits, such as cost efficient finance, improved efficiency of financial administration, and reliability of required service standards.
  • Always maintain a high sense of urgency to quickly and effectively execute client requests.
  • Ensures 100% availability of the service and sales support team
  •  
  • Monthly results
  • Stick to allocated budget
  • Client feedback
 

OUTPUT 3

PEOPLE MANAGEMENT

KEY ACTIVITIES

MEASUREMENT / JOB STANDARDS

  • Team efficiency & effectiveness
  • Beyond transformation training
  • Products
  • Customer Service
  • Effective sales/credit team development
  • Skills transfer through training
  • Provide performance management and development for subordinate. 
  • Mentoring & coaching of Manager’s Assistant
  • Be pro-active and self-nominate for training and development courses
  • Living the values in the work place
  • Participation/ Attendance
  • Performance agreement/ KPI’s
  • Development Action Plans
  • Subordinate feedback
  • Personal Development Plan/ Development & Training history
  • Reviews & feedback
 

OUTPUT 4

RISK MANAGEMENT

KEY ACTIVITIES

MEASUREMENT/ JOB STANDARDS

  • Enterprise risk management
  • Facility reviews
  • Ensure full compliance with know your customer and customer due diligence requirements
  • Ensure full compliance with enhanced due diligence requirements for all clients that are deemed to be a high risk for ML/ TF purposes
  • Timely reporting of suspicious transactions/ activities to the Compliance Officer.
  • Quality portfolio risk management
  • Performing general risk management checks on the Public Sector business portfolio
  • Accept joint responsibility for high quality credit applications
  • Provide Financial/Credit Analyst with relevant financial information and relevant section of credit application containing needs and risk analysis
  • Ensure comprehensive motivation for application based on own assessment and resolution of any concerns raised by credit
  • Assume responsibility for ongoing risk monitoring and management (eg. Daily excess reports)
  • Support Credit Risk in rehabilitation of clients
  • Consistently monitor client relationships and accounts to pre-empt and manage potential risk
  • Timeous identification of negative trends in a client’s business activities to be corrected with the submission of recommendations outlining the corrective actions to be taken
  • Ensure joint visits to customers for Credit Managers to gain sound understanding of customer business.
  • Ensure compliance with Bank’s policies and Risk related procedures
  • Ensure correct execution of customer transactions to prevent claims/losses
  • Growth in Assets
  • % Bad debts/assets
  • Provisions
  • Excesses within norm
  • Arrears within norm
  • Arrear Reviews
  • Dormant Accounts
  • Losses
  • Compliance Policies & Procedures
 

KNOWLEDGE REQUIREMENT

SYSTEMS

PRODUCTS

BUSINESS PROCESSES

LEGISLATION

  • Banking Platforms: PFS, BANKA, Electronic Banking
  • MS Office: Word/ Excel/ PowerPoint
  • TransUnion
  • All banking products
  • Services/ products available through Product specialists
  • Credit analysis and assessment
  • Client Negotiations
  • Client Advisory Service
  • Labor Act & Regulations
  • Banking Institutions Act
  • Financial Intelligence Act
  • Prevention of Organised Crime Act
  • Prevention of Combating of Terrorist & Proliferation Activities Act

MINIMUM QUALIFICATION / EXPERIENCE

  • An applicable diploma in banking / credit management and/or an applicable tertiary qualification
  • NQF level 5 or higher
  • Diploma in Banking/Business or Credit Management
  • At least 5-years banking experience of which at least 1-year in a relationship management position, and 1-year credit experience
  • Extensive & sound experience in all aspects of normal Corporate & Business Banking, with particular emphasis on relationship management
  • Namibian Citizenship
 

 

 

 
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