Income Growth and Financial Targets: 60%

• Driving income and sales targets by cross selling, upselling and acquiring new prospective clients
• Re-actively maintain ownership of a portfolio of allocated SME female and youth led clients
• Ensure dedicated relationship are maintained and grown by being the single point of entry via appointment based customer interaction as well as on-site visitation
• Create and maintain an annual client interaction management plan
• Ensure the long-term sustainability of customers by establishing relationships with new clients and solution based up-selling to existing clients
• Create a pipeline of new business by working on leads generation initiatives with Retail, CIB, Commercial, existing client base and within the business growth section of RBB
• Make effective use of client planning and solutioning tools for the top 30% of the portfolio to ensure in-depth understanding of the clients’ needs and to provide clients with the best possible solutions
• Focus on client graduation to Commercial sub segment
• Achieve new business through cross-sell and upselling sales targets by driving cross functional teams (including but not limited to sector and product specialists) to find client-centric solutions
• Achieve customer satisfaction targets within assigned portfolio by improving customer satisfaction standards by providing e-channel solutions
• Track and monitor the financial performance of the portfolio through existing MI
• Develop and demonstrate a deep understanding of local and regional market trends and business life cycle challenges
• Track and monitor the financial performance of the portfolio by utilizing available MI
• Apply risk-based pricing for all new sales and pricing reviews in line with standard pricing and fee structures/guidelines and applications. Negotiated pricing by exception, based on existing concession models
• Achieve sales targets relevant to the strategic initiatives and drivers for the SME Business accounts.
• Sale the business club proposition to walk in customers
• Focus on customer graduation for customers to more customers focused and appropriate value proposition, upgrading the customer to the RBB Business/ Commercial cost to serve value proposition.
• Drive the digital agenda of the bank by ensuring clients have access and using a digital platform

Internal and Client Relationship Management: 20%

• Actively drive acquisition initiatives through engagement processes supported by wider SME segment initiatives
• Conduct regular client visit in accordance with the Enterprise Business Value proposition
• Own the primary relationship with the client by being the only point of entry to the client and ensure portfolio is serviced appropriately.
• Make use of the middle and back-office support networks to ensure effective on-boarding and complete end-to-end service delivery.
• Conduct client visits and maintain a client visitation plan to improve customer service
• Participate in the internal customer surveys
• Take responsibility for meeting challenging individual and team value targets.
• Promote support to the Head – Women and Youth Banking and other team members where assigned

Manage Risk Assessment: 20%

• Understand and apply the relevant governance and compliance procedures to activities undertaken and maintain ongoing completion of relevant governance and compliance training
• Maintain customer records and accurate completion of applications and paperwork by capturing customer information
• Take ultimate ownership of the portfolio’s risk management by ensuring a good understanding of both the Bank’s and the clients regulatory and compliance environments
• Manage the Not Fit For Processing listings for the KAMLS ensuring that the error rates on submissions to Middle Office for 2nd tier checking of all KAMLS documents are at a minimum
• Manage dormant accounts ensuring clients activate accounts or close accounts if no longer required
• Take ownership for obtaining and scanning of all KAMLS (Know Your Customer and Anti Money Laundering) and other on-boarding documentation relevant to the customer (new and existing customers)
• Manage accounts in excess to ensure that all such are accounts are funded or closed after applicable timeframe

Education

Higher Diplomas: Business, Commerce and Management Studies (Required)