Small Business Relationship Manager

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Job Summary

• To proactively relationship manage a portfolio of Small Business customers with the view of nurturing and growing the relationship.
• Develop and implement sales strategies to deepen product detention within existing customer base and promote cross selling opportunities.
• Determine the products that are most effective in meeting customer’s needs and be able to propose them, at short notice, both reactively and proactively.
• Increase the market share through consistent acquisition of new to bank clients.
• Work with specialists like Trade Finance and Treasury to maximize sale of these products to customers.
• Deliver an excellent customer service in order to improve NPS and ensure adherence to Absa Service standards.
• Manage complaints in accordance with policies with an excellent turnaround time and ensuring proactively and timely solutions provided to customers.
• Produce call reports in agreed format for all scheduled significant business meetings, these should be filed in the call memo section of the customer credit file.
• Ensure development of and revisions to Customer Relationship Plan.
• Arrange company visits and undertake product presentations where appropriate.
• Develop and maintain links with local business community.
• Promote use of digital channels.

• Research, create and follow up on a target list for potential new business.
• Identify priority customers using the Customer Relationship Plan to assess their present and potential needs.
• Maintain a high standard of Operational Control including adherence to Risk Management Control Document (RMCD) guidelines, KYC & STM procedures and other bank policies.
• To ensure all Bank Policies in relation to Regulation, Compliance and Legal are fully always adhered to.
• To review refer lists on a daily basis and within the set time frame.
• Ensure all accounts within portfolio are linked on CID and data held comply with the Bank standards.
• Ensure creation of Credit Applications.
• Delinquent Accounts to be monitored and attended promptly to decrease impairment rate.
• Be fully involved in the  customer on boarding and Account Opening process.
• Attend team meetings and contribute fully, including suggestions for ways of improving customer service.

• Build effective relationships with branch staff and key support functions.
• Share knowledge experience and best practice with other team members.
• Work cross functionally with the key service providers to ensure seamless service to our customers.
• Creating an environment as per the values of Absa.
• Depending on business contingencies, you may be called upon to perform other duties assigned to you by Management.

• Agree on the Business objectives.
• Pursue self-development to increase personal effectiveness acknowledging strengths and areas for development.
• Demonstrate the values of Absa.

• Degree in Banking, Finance, Business Administration, Marketing, Economics or a related field.
• Partly ACCA qualified would be considered an advantage.

• Degree holder with a minimum of 1 year's relevant experience in Relationship Management, Business Development, Sales, Customer Service or Banking; or
• A minimum of 3 years' experience within the banking or financial services sector is highly desirable.

• Good knowledge of branch based products and services frequently used by Corporate/Business Banking customers including features, and set-up arrangements.
• Good knowledge of internal instructions/procedures.
• Good knowledge of the roles and responsibilities of other members of the Relationship Team/Corporate Relationship Support Team.
• Awareness of the products and services offered by the Personal Sector, including features and requirements to set up products.
• Good knowledge of the Bank’s service standards.

• Relationship skills
• Sales and negotiation skills
• General Corporate skills
• Product skills
• Communication skills
• Where appropriate, specialist industry knowledge of a particular industry

• Result Driven
• Communicate Effectively
• Problem Solutioning
• Business Ethics
• Teamwork

Education