Manager, Relationship at Standard Bank Group

Job Purpose:

To grow and retain a portfolio of Commercial relationships aimed at optimizing client value to the bank. To develop strong business relationships with commercial customers through proactive and value-adding contact, understanding their current business needs, as well as their long-term strategy.  Provides a full array of customized financial solutions and effective relationship management tailored to meet the clients short- and long-term needs.

Output

Client

• Explore alternative solutions in the event of declines from Credit.
• Ensure accurate capturing, updates or amendments of customer information and history notes.
• Ensure accurate and updated customer information.
• Manage worklist queues to ensure items are actioned within agreed timelines, and/or re-assigns staff to different queues to ensure work completed within agreed timelines.
• Complete a customer value chain analysis to further understand the customer's needs and identifies sales opportunities and deploys banking solutions to meet those needs.
• Adoption of portfolio management principles and technology aimed at enhancing experience for staff and customer
• Implement a customer relationship management (CRM) strategy to ensure regular contact of all commercial customers in the portfolio as per the customer value proposition (CVP) for Commercial Banking.
• Ensure that commercial customer service expectations are met and exceeded.
• Identify and actions opportunities for cross- and up-sell.
• Ensure the implementation of the commercial value proposition and keeps abreast of changes to the commercial value proposition.
• Ensure that the customer's expectations are always managed, and that frequent feedback is given to the customer on progress relating to all new sales or queries.
• Identify opportunities to migrate commercial customers to the more appropriate customer value proposition.
• Frequently source feedback on the customer experience and service levels and addresses areas of concern as a matter of priority.
• Ensure that service requests in personal work list are actioned within agreed timelines.
• Forges business partnerships with coverage sales teams, Credit, CHNW and Business Clients stakeholders in the province to leverage the interplay between CHNW, Business and Commercial Clients for optimal growth and retention.
• Continuously source relevant information around key trends and/or changes in the industries in which the customer operates to enable proactive information sharing with the customer.
• Monitor and manage (in collaboration with internal business partners) the delivery of service in line with service level agreements, standards and turnaround times within the commercial suite.
• Coach staff on the required behaviors to support customer relationship management.
• Performs a proactive liaison role between relevant stakeholders (e.g., credit, operational shared services, product specialists and other relevant business partners), to ensure customer service expectations are fully met.
• Provide customers with feedback on reclassification of service requests, outstanding documentation and telephonic resolution feedback according to customer relationship standards.
• Adhere to the laid down customer onboarding process.
• Maintain a deep understanding of the commercial customer's business through regular value-adding interaction with the customer at their place of business.
• Adhere to the laid down customer onboarding process.
• Adopt portfolio management principles and technology aimed at enhancing experience for staff and customer.
• Action service requests in personal work list within agreed timelines.

Data

• Proactively manage customer credit exposure and collateral held to contain risk to the bank.
• Ensure the submission of high quality and accurate credit applications to enable business and credit stakeholders to appropriately assess the risk to the bank.
• Keep abreast of external factors influencing the customer's exposure to risk and implements the necessary action.
• Comply with all applicable legislative requirements (e.g., National Credit Act; Companies Act) and record-keeping in terms of Financial Advisory and Intermediary Services Act (FAIS); the Financial Intelligence Centre Act requirements (FICA); and the Consumer Protection Act (CPA).
• Action daily and monthly internal reports as per laid-down procedures.
• Log all new service requests (queries and complaints) as per laid down procedure.
• Process customers mandates and documentation requirements for financial facilities.

Financial Management

• Execute revenue growth tactics and targets in collaboration with business partners in the area (e.g., Prestige and Private Banking, Vehicle and Asset Finance; Property Finance: Business Online; Standard Bank Financial Consultancy; Standard Bank Insurance Brokers and any other business partners).
• Develop and implement revenue growth best practices in support of the commercial value proposition and customer's expectations.
• Proactively identify, track and manage potential opportunities to cross-sell a product/offering to the customer.
• Complete a value chain analysis for all customers to gain a better understanding of the needs of the customer and to apply appropriate solutions.
• Proactively provide guidance to the customer pertaining to the promotion, selling and structuring of financial solutions customized to best meet the financial needs of the commercial customer.
• Execute and support both the provincial and national revenue growth campaigns.
• Proactively identify new lead opportunities, engage with acquisition and retain the existing customer base.
• Ensure the achievement of financial budgets for the portfolio through optimal growth of balances, margin management and non-interest revenue streams.
• Manage profit margins on portfolio through appropriate pricing within policy guidelines.
• Proactively manage and review pricing concessions, with relevant recommendations were required.
• Ensure recovery of all revenue (e.g., pricing related fees, initiation fees, reviews fees, monitoring reversals, and managing concessions). This is done by engaging with Group Operations Shared Services / GOSS) and the pricing department.  In some cases, they are systematic and manual recoveries.
• Responsible for achieving set revenue growth budgets per product across the portfolio of commercial customers.
• Formulate, drive, measure and manage the implementation of a revenue growth performance strategy for the portfolio to grow new business and share of wallet across the commercial segment.
• Recover all revenue where required (e.g., pricing related fees, initiation fees, reviews fees, monitoring reversals, and managing concessions). This is done by engaging with the relevant Engineering teams.
• Drive set revenue growth budgets per product across the portfolio of commercial customers.
• Identifying leads that can be passed onto CHNW Clients, in collaboration with relevant Business and Commercial Clients stakeholders.

People

• Set the example and leads the team in line with the Groups leadership identity, core values and People Promise.
• Enable integrated ways of working and collaboration across the value chain to deliver for the client.
• Inspire the team to deliver on the Group's shared purpose and instilling a culture which enables the Group to evolve into a client led platform organization.
• Identify current and potential employee skill requirements in consultation with the People and Culture function.
• Ensure alignment to the People and Culture standards with regards to all employee-related matters.
• Provide input into talent strategy developed by People and Culture.

Risk, Regulatory, Prudential & Compliance

• Motivate and process non-scored credit applications.
• Explain credit procedures, qualifying criteria and expected turnaround times to customers in order to ensure that their expectations are being managed.
• Notify customers regarding the approval or decline, including reasons thereof, of credit loan facilities.
• Monitor daily referrals to ensure that commercial customer facilities are managed within the set risk parameters.
• Together with Credit Origination (Commercial Banking), structures the customised credit loan facility options and parameters.
• Plan and implement timeous annual credit reviews for allocated commercial customers.

QUALIFICATIONS

Minimum Qualifications

• Type of Qualification: First Degree
• Field of Study: Business Commerce
• Type of Qualification: First Degree
• Field of Study: Business

Experience Required
Affluent Clients

• Business &Commercial Clients
• 5-7 years
• The role requires client facing banking experience in private banking/private wealth/investment banking/commercial banking, with a good understanding of operational and administrative processes as well as risk and compliance standards and with a focus on maintaining high standards of service and problem resolution.

ADDITIONAL INFORMATION

Behavioral Competencies:

• Adopting Practical Approaches
• Articulating Information
• Documenting Facts
• Examining Information
• Exploring Possibilities
• Following Procedures
• Interacting with People
• Pursuing Goals
• Seizing Opportunities
• Team Working
• Understanding People
• Valuing Individuals

Technical Competencies:

• Client Retention
• Client Servicing
• Cross and Up-Selling
• Customer Understanding (Business Banking)
• Mind of Customer Experience
• Product Knowledge (Consumer Banking)