Prestige Banker at Absa Bank Limited

Job Summary

• This role is predominantly mobile and hybrid in nature, supporting prestige clients across the country without being physically located in a branch. The role involves remote relationship management, virtual financial planning, and personalized on-site visits where applicable, leveraging digital tools and platforms for high-touch service delivery."
• Responsible for recruiting and maintaining a portfolio of 800 prestige clients, by selling a high-quality, relationship-oriented, financial planning service.
• Focus on achieving business growth, portfolio management, customer experience, internal controls, and capacity building through proactive client engagement and service excellence.
• Ensure client relationship is managed on a highly proactive and ongoing basis over an extended period.
• Remote servicing with periodic physical client visits and regional team engagements.

Key accountabilities.

Growth Responsibility.

Sales Performance 35%

• Collaborate with other business functions to devise and execute sales initiatives, maximizing cross-selling and enhancing customer profiling opportunities in the prestige segment.
• Rigorously execute campaigns when required, in collaboration with the Branch Manager and the business to grow prestige segment
• Develop territory-specific growth strategies with Regional Business Teams, Direct sales team, Asset Finance, CIB, Bancassurance to maximise on cross-selling and better customer profiling opportunities to identify and engage prospective clients across the country.
• Leverage digital channels and virtual platforms to drive customer acquisition, engagement, and onboarding.
• Develop territory-specific growth strategies tailored to regional trends and remote client needs.
• Focus on new to bank and cross-selling to existing customers to drive growth within the segment.
• Vigilantly monitor personal performance daily to surpass the targets set for new and existing clients and take decisive action to rectify any performance deficiencies.
• Proactively seek out new prestigious clients within and outside the bank's customer base to drive client acquisition.
• Attain a comprehensive understanding of all Retail and Business Banking products to cater to customer needs effectively.
• Devise and execute sales strategies tailored to the requirements of emerging affluent clients, ensuring consistent achievement of individual sales targets.
• Ensure prompt funding of high-quality sales and new accounts within your portfolio at customer onboarding.
• Drive business targets by strictly adhering to turnaround time and delivering service to the highest standards.
• Actively champion Forex products and services among emerging affluent clients to contribute significantly to overall Forex revenue targets.
• Deliver personalized Forex solutions that address clients' international transaction needs, providing them with competitive and comprehensive offerings.

Portfolio Management & Growth 30%

• Maintain and deepen relationships with emerging affluent clients, ensuring ongoing client satisfaction and long-term engagement.
• Cross-sell relevant banking products and services, ensuring clients' financial needs are fully addressed.
• Continuously conduct market intelligence to identify new markets, customer trends, new government/directives and changes in policy by regulators.
• Conduct regular reviews and provide tailored financial advice that aligns with the clients' evolving needs and financial goals.
• Engage clients in discussions about their financial objectives and offer solutions that promote portfolio growth and client loyalty.
• Focus on growing the portfolio's liabilities (deposits and investments) by encouraging clients to increase their holdings with the bank.
• Promote asset growth through targeted lending products and other financial services, ensuring clients are aware of and utilize the bank’s offerings.
• Deliver sales through excellent service, ensuring that every client interaction is an opportunity to enhance the relationship and grow the portfolio.
• Should not close an existing account in your Branch/domiciled in another Branch with a view of re-opening a similar account.
• Grow Product Per Customer

Net Active Customer Growth 5%

• Ensure growth of active customers within the portfolio
• To drive customer engagement, retention, and acquisition.
• Ensuring utilization of digital channels, personalized engagement, and retention efforts will ensure net customer growth.

Customer Experience:

Portfolio Net Promoter Score 10%

• Ensure high levels of client satisfaction by maintaining a strong focus on Net Promoter Score (NPS) for the individual portfolio.
• Utilize digital tools to deliver a seamless customer experience.
• Resolve client issues through remote support channels and coordinate with in-country service teams as needed
• Manage service escalations primary servicing through in-branch engagements supported by periodic outbound client visits where necessary
• Collaborate with branch colleagues to ensure that service standards are met, and clients are satisfied across all touchpoints.
• Ensure excellent customer experience is always maintained.
• Address client queries and complaints promptly, ensuring timely resolution and communication.
• Ensure customer data is always up to date.
• Ensure SLA in account onboarding and loan processing is always achieved.
• As per the agreed SLA action client feedback to continually improve service delivery and strengthen client relationships.
• Proactively manage potential service issues before they escalate, ensuring a smooth and positive client
• Maintain strong presence on the banking floor to ensure walk-in prestige clients receive priority and high-touch service

 Accuracy & Efficiency 5%

• To maintain high operational efficiency, avoid RTS-related claw backs
• Tighten controls on settlement issues, reducing process delays & inefficiencies.

Internal Controls & Risk Management

Impairment Management 5%

• Manage portfolio risks in line with banks portfolio appetite.
• To Minimize impairments and manage customer defaults.
• To proactively monitor portfolio health to support Risk management

Customer On-Boarding Accuracy 2.5%

• Accuracy in capturing customer information in the core banking system when onboarding.
• Ensure new business is properly booked and all income due to the Bank in terms of charges, commissions, fees are collected as per current tariff.
• Cost management within the prestige portfolio.

Compliance Management 2.5%

• Adhere strictly to Absa Banks’ policies and procedures, particularly concerning KYC, AML, and operational risk management.
• Ensure proper KYC conducted on accounts onboarded
• Ensure that the Absa bank’s policies and procedures are always adhered to when handling different products.
• Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
• Effectively carry out branch snap checks as assigned by the assistant branch manager.
• Maintenance of client file and documentation for all applications.
• Ensure branch documentation and audit readiness for all prestige accounts

Capacity Building & People Management

Training 2.5%

• Participate actively in personal and professional development, completing all mandatory training on time and ensuring no overdue training sessions.
• Work closely with branch management to create a collaborative and productive work environment.
• Contribute to the development of a strong team by sharing knowledge, mentoring peers, and participating in team-building activities.
• Participate in regular virtual training sessions and knowledge-sharing forums with colleagues across the country.
•  Leverage digital platforms for peer learning and regional collaboration.
• Ensure the assigned e-learning and internal training activities for self and direct reports undertaken within set timelines.
• Determine and manage Training Needs Analysis and own succession planning.
• Manage your own leave by working closely with your Line Manager

Leave Management 2.5%

• Manage personal leave in a way that ensures continuity of client service, coordinating with colleagues to cover responsibilities during absences.
• To ensure that the wellness & individual growth drive is upheld.

Role/person specification

Education - Bachelor’s Degree

Preferred Experience - Three (3) Years of Working Experience

Knowledge and Skills.

• Relationship Management
• Sales Management
• Customer Experience Skills
• Presentation Skills
• Exposure to Banking & Finance Industry