JCM

Manager, Relationship, Private Banking

Job Type: Full Time
Qualification: BA/BSc/HND
Experience: 5 years

Job Description:

Job Purpose: Provide a relationship-based offering to high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals.

Proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for the customer and providing financial solutions that meet the customer’s expectations in accordance with the segment value proposition.

Leverage the group’s reach & expertise resource capabilities to add value to both the customer and the bank.

Maintain a high level of integrity, professionalism, and ethical standards while building valuable long-term relationships with customers.

Output:

• Acquire new customers (high net-worth affluent individuals) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy and sales targets.
• Proactively identify cross-sell opportunities within own portfolio of customers to maximize life cycle opportunities.
• Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
• Explore customers’ short and long-term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers.
• Conduct a comprehensive calling/contact management program for all customers within own portfolio supported by call reports that document the salient issues and future opportunities identified.
• Proactively manage the portfolio to maximize revenue for the Bank (referring to fees, margins, and sales), minimize costs and risks, while maintaining and entrenching the customer’s relationship with the Bank appropriately.
• Ensure that the Customer is central to the entire life cycle approach of maximizing sustainable value add to both the Customer and the Bank.
• Establish, build, and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals.
• Place equal emphasis on investment (non-borrowing) and borrowing customers.
• Commitment to Service excellence and superior service delivery aligned to SLA’s and turnaround time commitments.
• Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimize ad-hoc service requests. Assist with migrationFacilitate the migration of customers to self-service channels where appropriate.
• Ensure that customers are well informed with regards to lending application processes (e.g., vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g., annual reviews), and account conduct expectations (e.g., minimum account balances, provision for debit orders and cheque payments, etc).
• Clearly and transparently inform customers of contract/account terms and conditions, fees, rates, and commissions where applicable. Be prepared to articulate the value added if challenged on pricing.
• Ensure that qualifying customers (as defined by the Country segment value proposition) are timeously migrated from the Branch to the Private Banking Suite.
• Retain ownership of customer requests, complaints, and applications – follow every task through to completion keeping the customer updated on progress.
• Ascertain when customers require specialist advice and arrange appropriate introductions with specialists. Generate and pass on leads. Follow up to ensure that the customer is satisfied with the service received.
• Determine when new or existing customers require Business Banking or CIB expertise and arrange introductions accordingly. Interact and build strong working relationships with Business Banking and CIB colleagues to entrench the holistic customer relationship with the bank.
• Interact frequently and build strong working relationships with enabler and fulfillment functions (including credit specialists, product specialists, and wealth specialists) to shorten turnaround times and SLA’s are adhered to.
• Manage credit and operational risks in accordance with laid down policies and procedures.
• Take accountability for credit management of the portfolio, including the completion of referral reports, taking action regarding exception reports to eliminate accounts in excess, ensure that all accounts are limited and that reviews occur timeously.
• Establish and build knowledge and understanding of product and credit application processes to eliminate reworking and ensure acceptable turnaround times for customers.
• Maintain proper records (filing, update customer records on the bank system, etc).
• Ensure limits are loaded, market segment codes are correct, and all fields are captured accurately on the system. Take responsibility for the integrity of all data pertaining to the portfolio.
• Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, faxes, queries, and complaints, etc.
• Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy.
• Follow proper procedures when closing accounts, including the recovery of outstanding funds/fees and retention of cheque books/cards.
• Manage subordinate (Transactional Banker / Private Banker’s Assistant) in accordance with HR performance management best practice – recruitment/development/retention/reward & recognition.
• Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care, and being considerate of other team members.
• Actively seek to improve others’ skills and talents by providing constructive feedback, coaching, and training opportunities to develop their abilities.

Method of Application:
Interested and qualified? Go to Stanbic Bank on www.standardbank.com to apply