Relationship Manager, Institutional Banking

Knowledge, Expertise and Experience

Mandatory

• Job holders will be ACIB or equivalent.
  
• Degree from a reputable institution
  

Essential

• A detailed knowledge of the Business Banking set of products as well as a broad understanding of products available in Absa.
  
• For Complex products, will have a detailed knowledge of the requirements of the more sophisticated customers.
  
• Introduce the product and co-ordinate the introduction of the relevant Group product specialist.
  
• A broad understanding of policies and strategies within the country as they relate to the demands of the customer base.
  
• Good working knowledge of core Business Banking and services that will be offered to Business Banking customers, including Trade, money transmission, Electronic Banking and services.
  
• Commercial awareness and customer focus
  
• A sound knowledge of the bank's internal departments, systems & procedures.
  
• Detailed knowledge and understanding of wider Bank issues and policies, particularly those relating to Business customers.
  
• Detailed understanding of relevant legislation.
  

Business Development – 55%

• Mainly focus on with Institutional Banking clients in various sectors, i.e Education, NGOs, Religious Bodies, Professional firms, Non-banking Financial Institutions i.e. Saccos
  
• Drive Liability growth and transactional income.
  
• Work with Cash Management and other Product teams to prepare proposals and presentations to key client target names
  
• Maintain Relationship Plans for all customers in the portfolio such that contact with customers is prioritized.
  
• Conduct annual and if appropriate, interim reviews of customers borrowing facilities
  
• Conduct annual and if appropriate, interim reviews with non-borrowing customers
  
• Determine the key messages, e.g. agreed service standards, negotiated pricing, relationship team contact points and new product changes, deciding upon the most appropriate communication method
  
• Deal with and find solutions to customer complaints
  
• Determine the products that are most effective in meeting customer’s needs and be able to sell these at short notice both reactively and proactively.
  
• Research, create and follow up a target list for potential new business.
  
• Formulate business development strategies and objectives to meet changing market needs.
  
• Monitor conformance of team using new relationship development procedures.
  
• Monitor results of customer surveys against target service quality standards.
  
• Proactively research competitive threats/opportunities within the team’s market and geographical area.
  
• Keep customers advised on the expected ‘delivery date’ for product/credit applications.
  
• Monitor and ensure adherence to risk service standards.
  
• Work with other peers across the country aimed at exploring ways of raising our game to beat competition.
  
• Champion the culture of change needed to re-enforce consistent sales and service performance
  
• Establish and maintain excellent working relationships with key stakeholders and colleagues in own and other functions to deliver first class sales and service to customers.
  

Sales & Service – 30%

• Research, create and follow up on a target list for potential new business
  
• Identify priority customers using the Customer Relationship Planning templates 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 judgemental information. (They will work with their Assistant Relationship Manager and CCM resources to construct credit applications).
  
• Control and quality of the portfolio, using available triggers and adherence to Risk management guidelines and policies.
  
• Agree sales and services targets for the team and manage performance of the sub-team against key financial, sales, service and operational targets.
  
• Champion, manage and monitor implementation of change programmes / initiatives impacting the sub-team
  
• Consult customer owners / managers on financial/credit issues and general business practice / ideas.
  

People Management – 5%

• Day to day coaching and development of Assistant Relationship Manager
  
• Lead the Assistant Manager’s using a team based management approach.
  
• Help team members to identify strengths and weaknesses in their own skills and attributes, review their self-development plans and ensure training and development needs are accommodated.
  
• Coach team members on relationship development, service quality and risk.
  
• Assess Assistant managers’ performance against contract. Review and input to Performance Development Reviews.
  

Risk & Control Objective – 5%

• 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 Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
  

Training Support/Personal Development – 5%

• Set challenging targets and goals and review own ability honestly, addressing development needs and seeking to develop skills
  
• Plan activities to keep up to date in area of specialisation and communicate developments to others in the team