Relationship Manager, Agriculture at I&M Bank

Job Purpose:

To grow and retain a portfolio of Agribusiness relationships aimed at optimizing client value to the bank. To develop strong business relationships with Agribusiness 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.

Key responsibilities include;

Financial Management:

• Execute revenue growth tactics and targets in collaboration with business partners in relation to agribusiness.
• Develop and implement revenue growth best practices in support of the Agribusiness 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 Agribusiness customer.
• Execute and support revenue growth campaigns.
• Proactively identify new lead opportunities, engage with acquisition and retain the existing customer base.
• Ensure the achievement of financial budgets for agribusiness 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 where 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 Shared Services / Ops teams 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 Agribusiness 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 Agribusiness 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 Agribusiness customers.
• Identifying leads that can be passed onto Premium Clients, in collaboration with relevant Business and Agribusiness Clients stakeholders.

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 agribusiness customers in the portfolio as per the customer value proposition (CVP) for Agri-banking.
• Ensure that Agribusiness customer service expectations are met and exceeded.
• Identify and actions opportunities for cross- and up-sell.
• Ensure the implementation of the Agri business value proposition and keeps abreast of changes to the Agri 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 Agribusiness customers to the more appropriate customer value proposition.
• Frequently source feedback on the customer experience and service levels and address 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 and Business Clients stakeholders to leverage the interplay between Business and Agribusiness 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 Agribusiness 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 Agribusiness 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., Consumer Protection Act
• 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.

People:

• Set the example and leads the team in line with the Banks’s cultural 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 Bank's shared purpose and instilling a culture which enables the Bank to evolve into a client led organization.

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 Agribusiness customer facilities are managed within the set risk parameters.
• Together with Credit Origination, structures the customized credit loan facility options and parameters.
• Plan and implement timeous annual credit reviews for allocated Agribusiness customers.

Qualification and Experience:

• First Degree in Business Commerce or related field.
• More than 3 years’ Experience in in similar role and managing a portfolio of agribusiness customers.