Relationship Executive SME - Capitec Bank

Job Summary

Provide specialist advice and support in the implementation/development of operational planning and associated service delivery processes, methods and techniques.

Job Description

The main focus of this role is to build & maintain professional business relationships across a portfolio of clients by driving challenging sales and income targets, proactively acquiring new clients, solutioning existing clients with cross-sell, campaigns and product utilisation and proactively managing and improving customer satisfaction and risk and compliance.

Key Accountabilities:

Income Growth and Financial Targets

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• Driving income and sales targets by cross-selling, upselling and acquiring new prospective clients

• Ensure dedicated relationships 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 by planning on the Client management Program (CMP).

• Ensure the long term sustainability of the portfolio by establishing relationships with new clients and solution-based up-selling to existing clients.

• Create a pipeline of new business by working on lead generation initiatives with Retail, existing client base and within the Business growth section of RB.

• Make effective use of the client planning and solutioning tools (Sales tools) for the top 30% of the portfolio to ensure in-depth understanding of client needs, in order to provide clients with the best possible solutions.

• Achieve new business and up-selling sales targets by pro-actively driving cross functional teams (including but not limited to Sector and Product specialists) to find client-centric solutions which must be formalised in strategic proposals and presented to clients in accordance to the distinct Client Value Proposition (CVP) for Enterprise Accounts. Achieve customer satisfaction targets within the assigned portfolio by improving customer satisfaction standards by providing solutions such as Notify Me, E-Pin, Business Advantage, etc.

• Develop and demonstrate a deep understanding of the regional market trends and business lifecycle challenges.

• Track and monitor the financial performance of the portfolio by utilising the scorecard and Customer Management Portal (CMP).

• Use Magic Matrix as a guiding tool to ensure cross selling and up selling happens in the portfolio to grow the book.

• 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 model.

• Operate and position RB Enterprise Banking in a dynamic and highly competitive market place by interacting with all relevant stakeholders and driving key initiatives to secure customer retention and growth.

• Achieve sales targets relevant to the strategic initiatives and drivers of the Enterprise Business accounts segment.

• Focus on customer graduation to more customer focused and appropriate value proposition, upgrading the customer to the RB Business/Commercial cost to serve value proposition.

Internal and Client Relationship Management

• Actively drive acquisition initiatives through pro-active re-engagement processes supported by Enterprise Banking campaign initiatives.

• Conduct regular client visits in accordance with the Enterprise Business Value Proposition and initiate changes to RB Product by providing input into product development to better service the customers.

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• Own the primary relationship with the client by being the only point of entry to the client and ensure the portfolio is serviced appropriately.

• Pro-actively educate the customers of the new operating model and value proposition that RB offer.

• Make use of middle and back-office support networks to ensure effective on-boarding and complete end-to-end service delivery.

• Maintain overall ownership for servicing the client on operational matters by driving relevant internal support networks such as the Business Support Centre.

• Take ownership of client complaints that originate from the RE's area of responsibility and accountability and log on to the Client Compliment and Complaints system as per the prescribed policy and procedure guidelines. This will allow business to track actions to improve on service levels. Conduct client visits and maintain a client visitation plan to improve Customer Service.

• Participate in the Internal Customer Surveys held between Enterprise and Retail, Credit Lending, Middle Office and Global Banking Products to ensure the internal relationships are improved, built and value is extracted from these relationships.

• Analyse the Customer satisfaction Management (CSM) and Real Time CustomerSurveys (RTCS) to ensure that customer service is improved on an ongoing basis.

• Communicate and implement any actions to improve service following client feedback and/or complaints to all relevant parties within the bank.

• Work closely with Enterprise Business Support Centre, responding to complex service requests and complaints for customers.

• Work pro-actively with colleagues across the Group to support the growth of lead generation by introducing and working with relevant Group Specialists such as Agri Specialist, Commercial Property Finance Consultant, Khula, SME Specialist, etc.

• Promote alternative delivery channels to clients.

• Take responsibility for meeting challenging individual and team value targets.

• Provide support to the Sales Manager Enterprise Business and other team members where assigned (including coaching).

• Stay abreast of new industry developments and clients' market position.

Manage Risk Assessment

• Understand and apply the relevant governance and compliance procedures to activities undertaken and maintain ongoing completion of relevant governance and compliance training; e.g. NCA, FAIS and Competition Commission.

• Maintain customer records and accurate completion of applications and paperwork by capturing customer information on Appointment Manager and Customer Management Portal.

• 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 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 Customers and Anti Money Laundering) and other on-boarding documentation relevant to the customer (New and Existing customers).

• Ensure that all outstanding collateral conditions and conditions of credit grant are met

• Pro-actively manage customer credit reviews with assistance of Review Manager in order to mitigate possible credit risk and/ customer dissatisfaction due to credit limits not being renewed.

• Manage high risk customers by reviewing their accounts as per the Review Manager and negotiate reduction on facilities as per the review policy guidelines.

• Apply appropriate solutions according to the risk profile and credit appetite within the industry.

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Competencies:

• Values Driven

• Digitally Empowered

• Customer Obsessed

• Exceptional Team Player

• Creative Problem Solving

• Drives Results

• Pan African Citizen

Minimum Requirements

• NQF level 7 or equivalent B Degree in commerce/ marketing/finance

• At least 5 years of sales and relationship banking experience in a Commercial Banking environment.

• Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status.

General

• The appointment will be made in line with the Divisional Employment Equity strategy.

• There is no referral payment option with this requisition.

Education

Bachelors Degree and Professional Qualifications: Business, Commerce and Management Studies (Required)