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  • Posted: Oct 28, 2021
    Deadline: Not specified
  • Absa Bank Limited (Absa) is a wholly owned subsidiary of Barclays Africa Group Limited. Absa offers personal and business banking, credit cards, corporate and investment banking, wealth and investment management as well as bancassurance.
    Read more about this company


    SME Relationship Manager

    Job Summary

    1. 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.
    2. The primary objective is to maximize sustainable risk-adjusted / EP portfolio contribution.
    3. The jobholder will additionally be responsible for business development both with new customers and with his/her existing portfolio.

    Job Description

    Sales and Service

    • 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, relationship team contact points (including introductions to new personnel) and new product changes. Calculating the most appropriate means of communicating them to 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 these, at short notice, both reactively and proactively.
    • Plan and co-ordinate any marketing approaches for new business and actively develop existing relationships. Co-ordinate approaches to the portfolio by businesses across the Group.
    • Monitor and ensure adherence to risk service standards.

    Business Management

    • Research, create and follow up on a target list for potential new business.
    • Identify priority customers using the Customer Prioritization Guidelines to assess their present and potential contribution.
    • Gather all the required information that is needed to prepare and assess credit applications. Role holder will be expected to input certain key information such as judgmental information (They will work closely with SME Credit).
    • 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

    • 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.

    Technical skills / Competencies

    • Delivering results and meeting customer expectations.
    • Managing relationships
    • Personal organization and Self development
    • Adaptability
    • Team work

    Skills required to undertake the role:

    • Relationship skills
    • Risk skills
    • General Corporate skills
    • Leadership and team skills
    • Product skills

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

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


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

    go to method of application »

    SME Business Development Manager

    Job Summary

    Reporting to the Head of SME-RBB, the role holder will be responsible for the design and execution of the Overall Women Banking Segment Strategy within the SME Business and the end to end plans with full P&L accountability for the market segment with the aim to increase revenue, profitability and market leadership through driving sustainable New to bank customers, Liability growth and Revenue Growth Initiatives.

    Job Description

    Detailed Description:

    • Responsible to grow the Sub Segment NTB numbers and Revenue while designing, launching and managing end to end propositions aligned to the overall segment P& L and KPI’s.
    • Manage the P&L financials at customer level, and all critical Key Value Drivers associated with the Woman Banking segment performance including segment profitability.
    • Drive activities that ensure maximized penetration into the Woman banking segment to maximize acquisition, retention, cross sell rations and revenue per customer.
    • Ensure world class and differentiated customer experience including service processes are in place for the Woman banking segment.
    • Develop Customer Journey Maps, Lifecycle/Life cycle stages and personas for the Woman Banking segments.
    • Design and execute end to end strategic road map including Marketing Initiatives for the Sub segment
    • Drive and own the Strategic partnerships as part pf the overall Go to Market plan for the Segment.
    • Analyze both Internal and external Customer environment to draw insights into the Segment offerings and Propositions to optimize revenue and profitability.
    • Drive strategic partnerships and collaborations with key departments that manage market research, customer intelligence, Data warehousing and financial analysis to align to the segment/business market unit goals.
    • Develop and Launch periodic campaigns in partnership with product teams to drive NTB acquisitions as well as track performance and revise propositions where necessary in order to increase revenue and profitability.
    • Review and manage creative processes for ATL and BTL Communication and activities while working closely with the Business Club team, MCR and all corresponding stakeholders
    • Responsible for the segment Events Calendar in partnership with other segments, Prestige, Premier and CIB.
    • Responsible for the development of the Segment strategy and developing commercial business case to secure Commercial approvals for the segment.
    • Monitor the active customer base for the Women banking and devise strategies to remediate as required.
    • Employ decision analytics in designing Woman Banking Propositions and contact programs.
    • Advocate for CUSTOMER FIRST in every consideration of the departmental strategies and service delivery
    • Break down the service strategy into actionable bits by individual staff in the department – through Departmental and individual Customer Experience Success Plans
    • Carry our deep dive on the customer verbatim responses  from CX surveys, identifying service gaps and training SME staff  to close them
    • Ensure adherence to the Absa Way Service Standards at every customer interaction
    • Championing the CX reward and recognition vs consequence management  for SME service stars and offenders respectively– working closely with People Function (HRBP) and Customer Experience Team
    • Develop and design ways to enhance a positive service environment in the SME department
    • Champion market and competitor analysis through benchmarking
    • Develop and Present Market Segment commercial performance in monthly reviews while ensuring the Segment Opex Budget is optimally utilized.
    • Contribute to the Overall SME team in creating and sustaining a cultural environment for the function shaped by the Absa Way of leadership.


    Bachelors Degree and Professional Qualifications: Business, Commerce and Management Studies (Required)

    Method of Application

    Use the link(s) below to apply on company website.


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