Job Summary

• To build and maintain relationships across a portfolio of high-value Central and Local Government, Public Institutions, by focussing on growing value through achieving challenging sales and stretching income targets and improving customer satisfactions.
• The jobholder will be responsible for business portfolio growth and retention of existing customers where he/she is expected to increase ''wallet share''

Job Description​

Sales and Service 60%

Outputs:

• Agree, meet and exceeds contracted sales targets with focus on liabilities and other non- funding products.
• Grow portfolio value in line with agreed targets. This is achieved through cross sell or up sell by providing a variety of products and services to customers
• Generating ongoing referral business from existing customers within the portfolio
• Identify sales and services opportunities and offering solutions appropriate for the customer's needs, goal and objectives
• Determine the products that are most effective in meeting customer’s needs and be able to sell these at short notice both reactively and proactively.
• Adopt a commercial approach to cost control and income generation
• Expand assigned portfolios through product optimisation and profitable cross selling
• Achieve customer satisfaction targets within the assigned portfolio by improving customer satisfaction standards
• Establish relationships and maintain proactive and regular contact with clients as part of the agreed contact plan
• Utilise all customer contact processes and products to develop a better understanding of customer needs
• Provide feedback to clients, even if query or complaint has not been resolved yet.
• Educate customer on the new operating models
• Engage the customer and introduce prepared solutions
• 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
• Work closely with customer service teams, responding to complex servicing requests and complaints for customers
• Work proactively with colleagues across the group to support the growth of lead generation
• Promote alternative delivery channels to clients
• Proactively raise the profile and reputation of the Bank in the local community
• Provide financial advice to existing and new customers within the local community to remain a reputable Bank
• Maintain Relationship Plans for all customers in the portfolio such that contact with customers is prioritized.
• Conduct annual and if appropriate, interim reviews of customers borrowing facilities
• Conduct annual and if appropriate, interim reviews with non-borrowing customers
• Determine the key messages, e.g. agreed service standards, and negotiated pricing, relationship team contact points and new product changes, deciding upon the most appropriate communication method.
• Deal with and find solutions to customer complaints
• Research, create and follow up a target list for potential new business.

Business Management 30%

Outputs to deliver this accountability:

• Identify priority customers using the Customer Relationship Planning templates to assess their present and potential contribution.
• Gather all the required information that is needed to prepare and assess credit applications. Role holder will be expected to input certain key information such as judgmental information. (They will work with Business Analysts, CMAs and Operational Bankers to construct credit applications).

Control and quality of the portfolio, using available triggers and adherence to Risk management guidelines and policies.

People Management 10%

Outputs to deliver this accountability:

• Day to day coaching and development of indirect reports i.e.  Business Analysts and Operational Bankers
• Proactively identify personal development areas and training needs

Risk Management 10%

Outputs to deliver this accountability:

• Safeguard the bank's interest by;
• Creating awareness, keep up-todate and comply with Know Your Client (KYC) and Anti Money Laundering (AML) regulations
• Comply and keep up todate with all policies and procedure.
• Ensure customer information is kept confidential and only released to the right person.

Qualifications

Analytical Thinking - Advanced (Meets all of the requirements), Bachelor`s Degrees and Advanced Diplomas - Business, Commerce and Management Studies, Commercial mindset - Senior (Meets all of the requirements), Customer Excellence - Service Management (Meets all of the requirements), Digital familiarity (Meets all of the requirements), Experience in a similar environment at specialist level, Openness to change (Meets some of the requirements and would need further development)