Relationship Manager

Job Purpose Statement

Manage a portfolio of corporate customers; serve as their primary point of contact and financial advisor as well as prospect and acquire new corporate customers to
grow the Bank’s revenue and share of wallet for the assigned industry in line with the Bank’s strategy. Apply experience in corporate relationship management to develop and implement account plans for the existing portfolio within the assigned industry target market, recommend, structure and sell solutions that address the customers’ needs, with the support from the solution/product teams in order to meet assigned goals and target. Customer acquisition, satisfaction, growth and retention are critical to succeed in this role. Collaborate with the Client Service team to ensure fulfilment of all deliverables. Actively coach Client Service Managers in aid of their achievement of performance targets.

Key Accountabilities (Duties and Responsibilities)

Financial 40%

• This position is responsible for achievement of the portfolio’s annual financial targets both P&L and balance sheet.
• Balance Sheet Growth
• Profitability: PBT
• Clear and effective portfolio growth strategy that is translated into performance scorecards that deliver revenue, profitability and share of market objectives.
• PAR contained within the limits set.
• PAR aggressively managed within the first 30 days to minimize conversion to NPL status.

Internal business processes 20%

• Responsible for adhering to approved policies and procedures and providing feedback on the same so as to keep them competitive.
• Audit issues closed within the quarter of identification, or within the agreed time frames, whichever is shorter.
• Nil repeat findings
• 100% SLA Adherence
• 100% adherence to agreed turnaround times

Customer 20%

• Driving customer satisfaction, developing and growing relationships with existing and potential customers, identifying opportunities for business development and guiding product development.
• Accurate real-time CRM data
• Customer satisfaction:
• Net Promoter Score
• CSI/RSI

Learning and growth 20%

• Delivering the performance objectives set and managing his/her own learning and development to build capacity and avail him/herself for coaching and training opportunities.
• Level of own development plan maintenance.
• Own competency score.

Ideal Job Specifications

• Academic: Bachelor’s degree from a recognized accredited university.
• Professional: At least 5 years’ experience in Commercial Banking, 3 of which should have been in an assistant management capacity in a similar sized organisation.

Desired work experience:

• Proven track record of consistently achieving a portfolio’s financial growth.
• Experience in products, bank operations and customer experience is highly desirable.
• Knowledge of the local banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general
• Commercial Banking regulations and practices.