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Relationship Manager – Absa Workplace Banking
Job Summary
- To provide specialist advice and support in sales, enabling the provision of sound claims assessment expertise.
Job Description
- Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required: Compliance and Risk Management
- Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards: Customer Experience
- To provide service excellence and achieve customer satisfaction
Education
- Higher Diplomas: Business, Commerce and Management Studies (Required).
SME Relationship Manager
Job Summary
- To manage and sustain a relationship with Business Banking 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 primary objective is to maximize sustainable risk-adjusted / EP portfolio contribution.
- The jobholder will additionally be responsible for business development both with new customers and with his/her existing portfolio.
Job Description
Main accountabilities and approximate time split
Sales and Service: Time split 70%
- Conduct an annual review of customers’ borrowing facilities (and interim review if customer circumstances [risk profile] dictate).
- Consult customer owners /managers on financial/credit issues and general business practices/ideas.
- Determine the key messages, e.g. agreed-on service standards, negotiated pricing, relationship team contact points (including introductions to new personnel), and new product changes. Calculating the most appropriate means of communicating them to customers.
- Deal with, and find resolutions for, 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.
- Plan and coordinate any marketing approaches for new business and actively develop existing relationships. Coordinate approaches to the portfolio by businesses across the Group.
- Monitor and ensure adherence to risk service standards.
- Conduct an annual review of customers’ borrowing facilities (and interim review if customer circumstances [risk profile] dictate).
- Consult customer owners /managers on financial/credit issues and general business practices/ideas.
- Determine the key messages, e.g. agreed service standards, negotiated pricing, relationship team contact points (including introductions to new personnel), and new product changes. Calculating the most appropriate means of communicating them to customers.
- Deal with, and find resolutions for, 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.
- Plan and coordinate any marketing approaches for new business and actively develop existing relationships. Coordinate approaches to the portfolio by businesses across the Group.
- Monitor and ensure adherence to risk service standards.
Business Management: Time split 25%
- Research, create, and follow up on a target list for potential new business.
- Identify priority customers using the Customer Prioritization Guidelines to assess their present and potential contributions.
- Gather all the required information that is needed to prepare and assess credit applications. The role holders will be expected to input certain key information such as judgmental information (They will work closely with SME Credit)
- Monitor and control the quality of the portfolio using “Condition of Sanction” triggers where possible and in accordance with RM guidelines and Bank policy.
- Manage “Early Warning List” customers to reduce risk, following H.O. and Regional guidance provided.
- Adhere to procedures and guidelines within the BB RMCD.
Staff Management: Time split 5%
- Day-to-day support to Enterprise Bankers and branch staff in the provision of consistent service quality and risk.
- Manage your own leave plan.
- Offer support as per business request.
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Risk & Control Objective
- “Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework, and internal Absa Bank Kenya Plc Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”
Role/person specification
Preferred Qualification
- Education: Business Degree
Preferred Experience
- Knowledge of the bank’s products, services, and policies required to undertake the role:
- The job holder will be required to have a detailed knowledge of the core set of Business Banking products.
- For Complex products, a good knowledge will be required sufficient to: –
- Recognize the changing needs of the customer.
- Identify products/service that best satisfies customer need.
- Introduce the product/service.
- Coordinate the introduction of the relevant Group product specialist.
- Deal with customers directly as required.
- A good knowledge of the products & services available in the Personal Sector is also required to satisfy the individual financial needs of business owners/key individuals.
- The job holder will require a broad understanding of policies and strategies across the Group as they relate to the demands of the customer base.
Knowledge and Skills
Must have good knowledge of: –
- Enterprise Banking
- customer relationship management
- Team management
SME Credit Manager
Job Summary
- A credit professional responsible for credit risk structuring of transactions and high-volume sanctioning covering multiple industry sectors. The role holder will have specific responsibilities for a large number of SME customers (typically with credit exposures of £100k and less but could go up to a maximum of £2m).
- Support the SME Credit team in providing credit input to Emerging Markets Centre (EMC), delivering a World-Class Credit service, and contributing towards the achievement of the team’s risk and business objectives.
- Ensuring the optimal quality of the credit portfolio by application of best practice in decision-making, to a maximum personal lending discretion (exact personal lending discretion to be advised based on personal lending experience/accreditation but will be in the £100k – £2m range).
- Where appropriate, apply the agreed SME Scoring Model to assess credit applications/reach credit decisions.
Job Description
Key Accountabilities/Deliverables/Outcomes and approximate time split.
Credit Risk Management: Time split 70 %
- Ensure the highest standard of credit quality through the structure, sanctioning, monitoring, and control of credit applications. Maintenance of these standards both personally and as part of the SME Credit Team
- Exercise judgment and discretion in the evaluation and approval/decline of higher-risk classification credit proposals.
- Provide feeds into business and credit policy development, where appropriate.
- Provide feeds into credit process development, where appropriate.
- Assist with the implementation and ongoing delivery of business and credit policies and processes (this is particularly important as the SME proposition is being rolled out for the first time in Absa Kenya)
- Responsibility for personal adherence to governance, compliance, and SME lending portfolio controls. Ensuring own conformance to policy and procedures within the SME Credit Team, including proactive management of agreed responsibilities for Data Integrity.
- Maintain interactive relationships with Recoveries, Credit Risk Coaching & Support Team, and Conformance Team.
- Advise on risk-reward, and challenge pricing where appropriate.
Business Risk Partnership: Time split 20%
- Deliver service in line with agreed business needs/Turnaround Times (TAT)/Service Level Agreement (SLA).
- Work in partnership with all colleagues in the SME chain and proactively anticipate, respond to, and seek to exceed the expectations of customers.
- Work with Country colleagues, providing post-application-based coaching and discussion, where appropriate to ensure effective development and delivery of bespoke Risk solutions for customers.
- Proactively contribute to embedding agreed change management initiatives in support of process and quality improvements, cost reductions, and the development of people. Contribute towards the Team operating within cost budgets by making recommendations for ‘working smarter’.
Staff Management; Split%: 10%
- Support the Absa SME Credit Team Leader in delivering effective performance development for individuals within the team.
- Drive proactive application of Absa Guiding Principles both personally and throughout the team and coach and support colleagues within the Team.
Role/person specification
Preferred Qualification
- ACIB/equivalent business experience/other appropriate qualification preferable
Additional Comments:
- The Role holder must deliver consistently high-quality risk solutions in a high-volume environment A passion for SMEs will be expected and will need to be demonstrated during the interview process. A specific coaching and training plan will be developed in order to achieve accreditation for SME credit risk. Achievement of this “license” will be an integral measure of success in the role.
Preferred Experience
- Experience with SME Credit will be an added advantage.
- Prior experience/knowledge of SME scoring model(s) will be an added advantage.
Knowledge and Skills
- Sound knowledge of credit risk mandatory procedures
- Working knowledge of Group policies, pricing, and strategies relative to the credit function
- Good commercial awareness.
- Standard commercial products: Working Capital; Trade; Term Lending; Cash Management; FX
- Packaged Lending Products (secured & unsecured): Trade; FX; Cash Management
- Working knowledge of Absa corporate structures and strategies.
- Knowledge of lending fundamentals, credit procedures, and processes as laid out in the Absa Africa Wholesale Credit Risk Standards.
- Products and services frequently used by customers.
- Knowledge of Commercial Credit Risk Systems and other relevant bank systems.
- Awareness of legislation affecting the Bank and customers having the highest regard for confidentiality.
- A fair understanding of current issues including macro and micro economic environment.