Business Banker – Standard Bank Botswana 428 views

Job Purpose

 

• To grow and retain a portfolio of relationships as per allocated business banking segment portfolio
• To execute on the Business & Commercial Clients Customer Value Proposition (CVP), Industry Value Propositions (IVPs), initiatives and activities aimed at optimising both customer experience and profitability for the bank.

 

Key Responsibilities/Accountabilities

Relationship and portfolio management 

• Conducts ongoing analysis of allocated portfolio to ensure that all customers in the portfolio meet the segmentation criteria per defined parameters across business banking.
• Compiles the customer value chain analysis (CVCA) to gain an in-depth understanding of the customer’s business and identify opportunities linked to the strategies of the customer’s business.
• Applies the outcome of the CVCA to establish a detailed understanding of the customer and its ecosystem; and as a basis for proactively managing the customer relationship and providing needs based solutions.
• Conducts ongoing customer reviews and update the CVCA where applicable for all customers within allocated portfolio to ensure effective customer service and delivery of allocated portfolio financial objectives.
• Partners with various heads of business units (e.g. Head: VAF, Head: Business & Commercial Clients etc.) when engaging customers to ensure effective servicing of the customer.
• To execute an effective relationship management strategy in line with overall Business & Commercial Clients strategy of leading with Transactional Banking.
• Implement the defined business banking Customer Value Proposition (CVP) and Industry Value Propositions (IVP) to the customers in the allocated portfolio.
• Ensures a deep understanding of the business banking customers with specific focus on allocated segment; through regular value-adding interactions with the customer at their place of business.
• Continuously sources relevant information around key trends and/or changes in the industries in which the customer’s operate to enable proactive information sharing with the customer.

Profitability of allocated segment 

• Formulates, drives, measures and manages the implementation of agreed initiatives (e.g. minimum revenue per client initiatives) and a retention strategy for the portfolio to grow profitability per client and share of wallet (DTF) as per agreed target for the allocated segment portfolio.
• Solicits new business opportunities and expands opportunities across existing customer base in order to achieve defined financial budgets for the allocated portfolio through optimal growth of assets and liabilities, transactional, margin management and revenue streams in line with agreed targets.
• Conducts adequate due diligence at deal inception to minimise credit provisions and ensure sustainable bankability of all assets.
• Use Salesforce as CRM tool to manage pipeline and action plans resulting from CVCA to ensure that delivery against identified opportunities for each customer.
• Forges business partnerships with Business and Consumer market stakeholders, to leverage the interplay between the segments for optimal growth and retention to ensure optimal execution on Ecosystem strategy.
• Implements sales best practices in support of the allocated segment portfolio value proposition.
• Devises a customer service team across the bank per customer and ensure regular engagements with the team to deliver the universal bank through the ecosystem strategy.
• Conducts discussions with customers around pricing which are beneficial and add value to both the customer and the bank using ROE model as a tool to solicit additional business.
• Adopts a strict portfolio management approach to ensure optimal credit portfolio management execution in the allocated segment (i.e. reduced excesses, unauthorised overdrawn accounts and overdue reviews in all segments).
• Responsible for maintaining a healthy link between the Balance Sheet and Income Statement through managing the agreed margins at which facilities are made available to clients in the portfolio.
• Implements strategies to identify and rectify revenue leakage for allocated portfolio.
• Drives and monitors the financial performance of the allocated portfolio by proactively implementing measures that promote full banking relationship with customers.

Customer service 

• Executes tactical plans to ensure customer retention and service delivery to customers as per allocated portfolio.
• Raises, manages and follows up on queries to ensure the customer is provided constant feedback and that queries are resolved within agreed SLAs.
• Escalates all SLAs failures timeously to minimise customer impact, repetition of similar incidents and reputation of the bank.
• Performs a proactive liaison role, at appropriate levels, between relevant stakeholders (e.g., Credit, Operational Shared Services, product specialists and other relevant business partners), to ensure customer service expectations are fully met.
• Frequently sources feedback from the customer on his/her experience and service levels and addresses areas of concern as a matter of priority in collaboration with appropriate business units.

Change management 

• Implements the defined change management activities and ensures the relationship manager assistants are equipped with the knowledge to enable them to execute the change.
• Communicates the importance of change on an ongoing basis through frequent engagements with impacted stakeholders.
• Addresses resistance to change and helps staff overcome resistance to change through coaching, guidance and implementation of change management interventions.
• Provides inputs into the alignment and adjustment of operational systems and processes to support change in a way that reduces complexities, paradoxes and contradictions.

People management 

• Responsible for inspiring, motivating, guiding other team members.
• Ensures skills assessments and competency-based training takes place as and when required.
• Creates an environment in which learning and development are emphasised and valued.
• Promotes a culture where the values of the Bank are seen to be ‘alive.’
• Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
• Develops and maintains an open communication channel with teams and supports staff to foster greater co-operation and teamwork.

Preferred Qualification and Experience

Qualifications

• Degree in Business, Banking, Finance, Commerce or related field
• COP ( Both Long & Short term)

Experience

• 1-2 years sales experience
• Experience in dealing with business customers at all levels. Advanced product knowledge including specialized products and financial structures.
• Experience in budgeting, forecasting, cost control and client financial analysis.
• Advanced and practical knowledge and understanding of credit principles and practices.

 

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