The primary objective of this role is to support the maximization of sustainable economic profit derived from a portfolio of Commercial clients on both an individual portfolio and aggregate team basis. This is achieved through excellent customer service, effective business development, and robust risk management, including controls and governance. The Assistant Relationship Manager serves as a key point of contact for customers, handling a range of requests and ensuring continuity in relationship management in the absence of the Relationship Manager or Industry Head.
Key Accountabilities and Deliverables
Customer Engagement (50%)
Serve as the principal point of contact for clients when the Relationship Manager is unavailable.
Develop and maintain contacts with key individuals within the customer's organization.
Coordinate introductions to and from other areas of the Absa Group and monitor outcomes.
Assist in developing and revising Customer Relationship Plans, tracking them for quarterly updates.
Monitor customer service levels and satisfaction based on Business Banking Service standards to consistently achieve or exceed Net Promoter Score (NPS) targets.
Support the Relationship Manager in maintaining links with the local business community.
Participate in business development presentations and conduct research to identify potential new-to-bank target customers.
Follow up on leads, arrange meetings for business development, and monitor lead tracking systems.
Drive customer digitization, aiming for over 80% utilization of digital and alternative channels.
Manage dedicated relationship roles for delegated smaller accounts (approximately 20% of the portfolio) as agreed with the Line Manager.
Quality, Controls, and Governance (45%)
Maintain up-to-date knowledge of products across the Absa Group.
Conduct full customer due diligence (CDD) during onboarding and regular reviews per compliance requirements.
Act as a liaison for risk management information with customers, accountants, and solicitors.
Collate customer financial information and coordinate input on relevant credit systems with the corporate credit team.
Support the timely review of facilities by issuing notifications 90 days prior to expiry and obtaining required documents 60 days before the target date.
Assist with the creation of Credit Applications on CCRS.
Support the review of facility letters and coordinate the execution of security documentation and drawdowns.
Minimize operational risk by adhering to internal procedures, Enterprise Risk Management Framework, and Absa policies.
Control portfolio quality using available triggers, including securities maintenance and risk reports.
Self-Development (5%)
Identify personal strengths and weaknesses, review self-development plans, and complete necessary training.
Maintain a proactive "can-do" attitude and strive to develop new skills and knowledge.
Contribute to making the bank a great place to work through positive feedback and engagement.
Requirements and Qualifications
A relevant undergraduate degree from a recognized university.
Additional professional or advanced qualifications are considered an added advantage.
Solid understanding of banking products and related financial solutions.
Previous experience in sales and customer service is required.
Required Skills
Advanced knowledge of banking and financial services.
Creative and flexible problem-solving abilities.
Proactive approach to selling bank products and solutions.
Strong focus on tasks that add value to the bank and its customers.
High level of quality and efficiency in task delivery.
Initiative-taking and ability to suggest performance improvements.
Interested and qualified candidates should apply through the Absa Bank recruitment portal on Workday. Access the application page here: Absa Bank Careers.
