Relationship Manager (Paterson Grade D)
JOB PURPOSE
To execute business strategy by ensuring financial sustainability of the Bank through acquisitions of new customers and retention of existing customers. Activities will be mainly driven by relationship management and growth in liabilities and assets respectively while ensuring customer service. The incumbent will provide strategic direction of the Business Banking department through mentoring and coaching of subordinates.
KEY DUTIES AND RESPONSIBILITIES
Customer
- Execute customer segmentation to ensure effective customer service.
- Attend to customer portfolio as required by management.
- Execute customer retention plan.
- Continually conduct customer education through forums and presentations.
- Engage with the customers in a professional way as specified in the service standards.
- Ensure customers’ needs and expectations are understood and satisfied.
- Deal with customer complaints and ensure that it is resolved to the satisfaction of the customer.
- Build and maintain enduring and rewarding relationships with customers.
- Ensure Lesotho Post Bank brand values are practiced.
- Provide customers with solutions and alternatives to satisfy their needs (up sell and cross sell).
- Provide the customers with all information required to make an informed decision.
- Help the customers understand how best to use the bought solutions.
- Educate clients regarding the parameters and routine procedures governing complex but standard business and commercial product, solution and service offerings.
- Investigate and understand customers’ portfolio data to identify opportunities for additional facilities.
- Undertake customer visits, attend and present at forums and identify sales leads.
- Maintaining internal and external relationships.
- Continually acquire new and retain customers.
- Recommend development of new products to the current range of products.
- Adopt service culture according to LPB service standards.
Internal Business Processes
- Manage and execute credit policy.
- Adhere to set turnaround time on business loans and general customer service.
- Track sales performance, financial performance, and operational performance to ensure compliance.
- Monthly reporting of business banking performance.
- Manage annual credit reviews for the portfolio timely.
- Ensure timely and accurate submission of reports
- Adhere to compliance and timely resolution of audit issues.
- Pay attention to existing policies, process and guidelines to eliminate possible risks and achieve acceptable audits.
- Ensure proper control of facility conditions
Financial
- To achieve an optimal balance between the customer’s needs, growth and profitability to the Bank, the risks. involved, resources and capital adequacy, while improving cost effectiveness.
- Effective relationship management to ensure profitability.
- Maintain healthy loan book.
- Achieve set departmental targets.
- Preparation of deal applications for submission to Bank’s Credit Committee in line with the credit policy.
- Acquire new customers to grow business base.
- Negotiate good deals to ensure bank’s profitability with quality customers.
- To contribute to the formulation of the strategic polices for the direction and development of Lesotho Post Bank through close monitoring of competitors.
- Maximise profits daily through management of departmental cost centre.
Learning and Growth
- Continuously update product knowledge, core banking systems and other related systems, procedural knowledge (internal processes).
- Continuously update knowledge on operations of interrelated department; Credit, Retail, Processing etc.
- Stay informed of marketing and sales information.
- Stay abreast with market and competitive trends.
- Take action and provide feedback on market and competitive developments.
- Prepare, manage and track own personal development plans (PDP).
People
- Ensure high level of staff engagement and motivation.
- Ensure effective teamwork and collaboration with all business partners.
Job Requirement
QUALIFICATIONS AND EXPERIENCE
- Degree/Diploma in Accounting Qualification or equivalent;
- Knowledge of general banking practices, processes and procedures;
- Experience in business banking is an added advantage;
- Credit origination and management;
- At least 3 years in Relationship management;
- Numerical skills and financial acumen to interpret and evaluate financial statements, balance sheets, ratios and cash flow cycles;
- Sales experience required.
KNOWLEDGE, SKILLS AND ABILITIES
- Knowledge of relationship and portfolio management
- People management
- Understanding of credit management
- Sales driven and good customer service
- Ability to make decisions
- Analytical and strategic thinking
- Knowledge of general banking practices, processes and procedures
- Good knowledge of Consumer Banking product offerings.
- Numerical skills and financial acumen to interpret and evaluate financial statements, balance sheets, ratios and cash flow cycles.
- Basic knowledge of the Financial Institutions Act and Companies Act.
- Working knowledge of the local financial legislative and regulatory requirements.
- Preferred interpersonal skills.
- Good communication skills
- Numerate /Data rational
- Time management
- Analytical skills
- Results orientated
- Leadership and management skills
- Strategic thinking
- Self-confident
- People orientated
- Team player
- Persuasive
- Negotiation skills
- Integrity and honesty
- Sales Driven
- Interpersonal skills
- Energetic