Job Summary
To manage and sustain a portfolio of Enterprise customers, building long term relationships founded on efficient and reliable support for their business. This is achieved particularly through quick risk decisions and managing consistency and quality of operational service.
The jobholder will be responsible for business development both with new customers and with existing customers where they are expected to increase “wallet share.”
Job Description
Sales and Customer Management (40%)
- Maintain Relationship Plans for all customers in the portfolio such that contact with customers is prioritised.
- Conduct annual and if appropriate, interim reviews of customers borrowing facilities.
- Conduct annual and if appropriate, interim reviews with non-borrowing customers.
- Determine the key messages, e.g., agreed service standards, negotiated pricing, relationship team contact points and new product changes, deciding upon the most appropriate communication method.
- Deal with and find solutions to customer complaints.
- Determine the products that are most effective in meeting customers’ needs and be able to sell these at short notice both reactively and proactively.
- Research, create and follow up a target list for potential new business.
Business Management (30%)
- Research, create and follow up on a target list for potential new business.
- Identify priority customers using the Customer Relationship Planning templates to assess their present and potential contribution.
- Gather all the required information that is needed to prepare and assess credit applications. Role holder will be expected to input certain key information such as judgmental information. (They will work with RMA to construct credit applications).
- Control and quality of the portfolio, using available triggers and adherence to Risk management guidelines and policies.
Provision of Customer Service (15%)
- Own customer queries and complaints and resolve in a timely manner. Escalate any unresolved queries, or queries not resolved in a short period of time to the Head of Enterprise Banking.
- Build relationships with internal service providers (Operations and KYC Helpdesk) to ensure a quick turnaround time of escalated queries and complaints.
- Direct customers to the appropriate delivery channel to meet their needs.
People Management (5%)
- Establish and maintain a succession plan for the key roles in the area and review and approve succession plans for one level below.
- Day to day coaching and development of Corporate Managers’ Assistants.
Risk, Compliance & Controls (10%)
- Interface with the Risk & Compliance function at the country Head Office to achieve desired results.
- Initiate and regularly update plans for reduction of provisions/impairment. This role is directly accountable for the quality of the asset book.
- Accountable for compliance & control environment in the distribution network.
Any other duties that maybe assigned to you from time to time by the Bank.
Education
Higher Diplomas: Business, Commerce and Management Studies (Required)
