Assistant Relationship Manager - SME, Coast Region

ABSA is looking for an Assistant Relationship Manager to join its team.

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.

Job Description

Key accountabilities/Deliverables/Outcomes.

Sales and Service: - 45%

• Conduct 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 practice/ideas.

• Determine the key messages, e.g. agreed service standards, negotiated pricing, team relationship contact points (including introductions to new personnel) and new product changes. Calculating the most appropriate means of communicating with 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 them at short notice, both reactively and proactively.

• Monitor and ensure adherence to risk service standards.

Controls -15%

• Maintain knowledge of all bank products, credit standards, services and trends and provide efficient customer services.

• Coordinate with senior officers in business plan development, prepare credit packages and perform credit analysis and provide update for call lists.

• Ensure Audit issues are closed within the quarter of identification, or within the agreed time frames, whichever is shorter.

  • Nil operational losses

  • 100% active customer digitization

  • 100% adherence to SME impairment within budget

Business Management: - 30%

• 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: - 10%

• Day-to-day support to Enterprise Bankers and branch staff in provision of consistent service quality and risk. 

• Manage own leave plan.

• Offer support as per business request.

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.

Qualification

• Business degree

• Higher Diplomas: Business, Commerce and Management Studies (Required)

Preferred Experience

• 3 years’ experience in Business Banking related field

Knowledge of the bank’s products, services and policies required to undertake the role:

• The jobholder will be required to have detailed knowledge of the core set of Business Banking products.

• For Complex products, good knowledge will be required sufficient to: -

  • Recognize the changing needs of the customer.

  • Identify products/service that best satisfy customer need.

  • Introducing the product/service.

  • Co-ordinate 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 jobholder will require a broad understanding of policies and strategies across the Group as they relate to the demands of the customer base.

             Mandatory

     Must have good knowledge on: -

• Enterprise Banking,

• Customer Relations management

• Team management

Training likely to assist effectiveness in the role, and which may have been completed prior to undertaking this role:

• Risk assessment and management

• Presentation, influencing and negotiating

• Communication

Additional details of exceptional aspects of the demands of the role:

• Required to form relationships with customers, therefore minimum tenure will be 2 years.

• The jobholder will need to be able to communicate in such as way as to ensure their ongoing     credibility when dealing with financial controllers of companies, in addition to owner-managers.

• The jobholder’s portfolio will consist of a full range of Business Banking customers, including the more challenging customers, who will often be subject to competitive approaches from other banks.

• Business development activity will be similarly demanding.