Role Overview
The Wealth Relationship Manager is responsible for recruiting and maintaining a portfolio of wealth clients by selling a high-quality, relationship-oriented financial planning service supported by a dedicated Account Executive. Clients are recruited from the existing Bank customer base and externally with the aim of developing significant sales and achieving high levels of client satisfaction through a mutually beneficial relationship.
The client relationship is managed on a highly proactive and ongoing basis over an extended period. Whilst operating as part of a team, the jobholder operates on a mobile basis, meeting clients at times and locations convenient to them.
Key Responsibilities
Relationship Management and Cross-Selling (85%)
- Serve as the first point of contact and drive required communication for customers in the portfolio.
- Proactively target and recruit clients through referrals from existing customer portfolios.
- Engage customers in existing portfolios to onboard close family members as part of the family banking strategy.
- Ensure new customers meet CLM Involved measures upon handover from the Premier Acquisition team (tracking from Day 31 to Day 90 to ensure continued account funding, digital usage, and product holding).
- Complete a detailed Customer Discussion Document for new customers upon handover and conduct ongoing reviews to identify ongoing financial needs and cross-sell required solutions.
- Ensure customer portfolio meets CLM Engaged measures (account funding, digital usage, product holding).
- Drive increased assets balance sheet, liabilities balance sheet, and revenue per customer through continued customer engagements.
- Monitor and ensure funding of Zero Balance Accounts, Low Funded Accounts, Inactive Accounts, and Overdrawn Accounts in the portfolio.
- Actively drive cross-sale targets across product lines including Assets, Liabilities, and FX.
- Engage business specialists to support the fulfillment of customer needs.
- Manage client portfolio with regular proactive contact and maintain an updated calendar/diary to track customer meetings in accordance with Premier Customer Engagement procedures.
Business Management (15%)
- Maintain targeted levels of business results (income, balance sheet, costs, client satisfaction, and client recruitment) for the portfolio.
- Review portfolio on a regular basis and recommend client actions.
- Adhere to legal, regulatory, and internal Absa Premier guidelines and instructions.
Risk and Controls
- Ensure all activities comply fully with regulatory requirements, Enterprise-Wide Risk Management Framework, and internal Absa Policies and Policy Standards.
- Understand and manage risk events (incidents) relevant to the role.
Role / Person Specification
Qualifications & Education
- Bachelor's Degree from a recognized university (Business, Commerce, and Management Studies preferred).
Experience
- Circa 2 years' experience in High Net Worth Individuals (HNWI) relationship management, private banking, luxury sales, or related fields.
- Proven record of achievement in a sales and service environment.
- Experience in handling customer complaints.
- Previous experience in handling operational risk issues.
Knowledge & Skills
- In-depth knowledge of the full range of Absa Africa retail product set and services, and an overview of corporate and small business services.
- In-depth understanding of technical support systems e.g., Flex, BOC, IBOC.
- Detailed understanding of retail network business processes and operating procedures.
- Thorough knowledge of operating instructions and audit requirements.
- Good understanding of Absa Africa's risk policy.
- Awareness of Absa Africa's retail strategy, operating structures, and interfaces.
- Knowledge of Absa Africa people's policy and procedures.
- Understanding of the local competitor market.
- Team leader experience.
