The Relationship Manager, Elite & Diaspora Banking, Pwani is responsible for providing a comprehensive relationship-based offering to high net-worth affluent individuals. This role requires a proactive, highly responsive personal approach to meet the financial needs and service expectations of these clients. The job holder acts as a dedicated and primary point of contact, delivering financial solutions aligned with the segment value proposition. Furthermore, the role involves leveraging the Group’s extensive reach and expertise to maximize value for both the customer and the bank, while maintaining the highest standards of integrity and professionalism to foster valuable long-term customer relationships.
Key Responsibilities
Customer Acquisition and Portfolio Management:
- 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.
- Pro-actively identify and maximize cross-sell opportunities within the existing customer portfolio, guided by sales targets and the segment value proposition.
- Conduct thorough needs analyses for new and existing customers to ensure appropriate product opportunities are identified based on their needs and priorities.
- Comprehensively explore customers’ short- and long-term financial goals and keep abreast of changes in their financial position and lifecycle implications.
- Execute a comprehensive calling/contact management programme for all portfolio customers, documented by call reports outlining salient issues and future opportunities.
- Pro-actively manage the portfolio to maximize revenue for the Bank (referring to fees, margins, and sales), minimise costs and risks, whilst maintaining and entrenching customer relationships.
- Ensure the customer remains central to the entire life cycle approach for maximizing sustainable value.
- Establish, build, and strengthen mutually respectful one-on-one relationships to retain customers and gain word-of-mouth referrals.
- Maintain equal emphasis on investment (non-borrowing) and borrowing customers.
Service Delivery and Customer Education:
- Demonstrate a commitment to Service excellence and superior service delivery, aligning with Service Level Agreements (SLAs) and turnaround time commitments.
- Educate customers on the value and usage of self-service channels (Internet Banking, ATMs & Mobile Banking) to empower them and minimize ad hoc service requests. Facilitate customer migration to these channels where appropriate.
- Inform customers clearly regarding lending application processes (e.g., vehicle finance, home loans, overdraft, credit card, personal loans), credit maintenance processes (e.g., annual reviews), and account conduct expectations (e.g., minimum balances, provision for payments).
- Clearly and transparently inform customers of contract/account terms and conditions, fees, rates, and commissions, articulating the value added if pricing is challenged.
- Ensure timely migration of qualifying customers (as defined by the Country segment value proposition) from the Branch to the Elite Banking segment.
- Retain ownership of customer requests, complaints, and applications, following every task through to completion and keeping the customer updated.
Collaboration and Risk Management:
- Ascertain customer needs for specialist advice and arrange appropriate introductions (e.g., wealth specialists). Generate and pass on leads and follow up to ensure customer satisfaction.
- Determine when customers require SME or Corporate expertise and arrange introductions, collaborating with SME and Corporate colleagues to entrench a holistic relationship with the bank.
- Interact frequently and build strong working relationships with enabler and fulfilment functions (including credit specialists, product specialists, and wealth specialists) to shorten turnaround times and ensure SLA adherence.
- Manage credit and operational risks according to laid down policies and procedures.
- Take accountability for portfolio credit management, including completing referral reports, taking action on exception reports (e.g., accounts in excess), ensuring all accounts are limitized, and timely reviews occur.
- Build knowledge and understanding of product and credit application processes to minimize reworking and ensure acceptable customer turnaround times.
Administrative and Team Management Duties:
- Maintain proper records (filing, updating customer records on bank systems, etc.).
- Ensure limits are loaded, market segment codes are correct, and all fields are accurately captured on the system, taking responsibility for the integrity of all portfolio data.
- Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, faxes, queries, and complaints.
- Monitor initial activation and usage of transaction accounts and proactively mitigate dormancy.
- Follow proper procedures when closing accounts, including fund/fee recovery and retention of cheque books/cards.
- Manage subordinate (Relationship Officer/ Transactional Banker / Private Banker’s Assistant) in line with HR performance management best practices (recruitment/development/retention/reward & recognition).
- Cooperate and work effectively with team members by sharing information, providing support, and showing consideration.
- Actively seek to improve others’ skills and talents by providing constructive feedback, coaching, and training opportunities.
