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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.
Job Description
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
