Define and execute strategic client plans that will ensure the development of strong business relationships and the delivery of profitable and integrated Standard Bank products and services, with the purpose of ensuring client profitability, increased revenue, risk optimisation and consistent service delivery.
Key Responsibilities/Accountabilities
Client strategic plan development & execution Lead the development and execution of strategic client plans (together with the core CST) and manage and drive the implementation of client plans. Continuously research and analyse the clients’ business context, operations and financial performance.
Client service team formation & management Identify individuals best suited to meet the client’s needs across products to form part of the core Client Service Teams (CSTs) (i.e. based on client opportunity and to be reviewed regularly). Manage Client Relationship Teams across relevant geographies (when applicable) by ensuring that individuals are clear on their contribution and expected outcomes. Leverage, engage and collaborate with the Bank’s internal network to ensure that all the Bank’s relevant expertise is brought to bear in every client interaction, robust and stable client service (in partnership with business lines) is maintained, client results are delivered and that any impediments to client delivery are overcome through the availability of credible internal resources to build and leverage strong long-term relationships with the client’s key decision makers Regularly communicate client strategic opportunities to the extended CST, and lead effective communication sharing within the CST.
Client coordination & relationship management Develop critical relationships with client decision makers and regularly define and communicate commercial opportunities for new and existing clients of SB. Oversee the execution of client activities in line with developed strategic client plans. Develop and align detailed client marketing plans (with inputs from the GM, TPS, Risk and IB coverage) and drive the client’s pricing and ROE (including relevant drivers e.g. risk grade, industry outlook, etc.) Coordinate relevant programmes for each client (including entertainment and economic/sector road shows) and participate in key decision making activities by the client to ensure that the bank is included in any request of advisory and financing services. Develop in-depth knowledge of the client’s strategy, business, financial performance, industry outlook/trends, specific sector knowledge and general macroeconomic issues and trends in the country and other relevant geographies and ensure that this is transferred to the relevant internal stakeholders. Ensure the administration and analysis of the Client Service Surveys, as well as the implementation of focused action plans needed to address the gaps identified.
Provide sector strategy support and input Support the Global and / or Sector Head in the overall management and coordination of the client relationship and client/sector strategy including the provision of input into the strategic direction and value proposition of Standard Bank. Maintain detailed and current understanding of external markets (at country, sector and client level) to ensure that new opportunities for the bank are capitalised and threats are quickly identified.
Performance Management Drive and own annual budgets together with product houses and monitor actual performance against budget, drive product cross-sell and client profitability. Manage overall client cost and revenue including the monthly tracking of revenue contributions per client as well as the understanding of key drivers and variances to proactively respond to threats of reducing opportunity.
Credit and risk management Drive and provide input to timeous preparation, review, sign-off and motivation of PCC and credit paper submissions (managing end-to-end credit process including facility letters, regularisation of conditions, etc.) and optimally allocate credit limits and manage exposures across product and geography. Act as the “first line of defence” as required by the Credit Standard.
Bank product knowledge & capabilities Maintain a proficient knowledge of products, services and capabilities across the bank (in all relevant geographies and sectors) to ensure relevant and informed client conversations.
Portfolio management Conduct portfolio ROE (vs. prior year and budget) analysis, Cross Sell Ratio for portfolios, portfolio credit losses and write-offs, pro-active portfolio management resulting in zero losses in the portfolio (including excess management and facility compliance), portfolio actual revenue and net profit growth analysis and pro-active management of the portfolio pipeline and activities using the appropriate tools.
Comply with routine activities Conduct set routine activities such as, produce monthly reporting, reviewing of pricing, interests rates, etc. On an annual basis, review the pricing concessions
Client Deal Enablement Guide the development and review credit paper for submission to the Product Credit Committee (PCC) in conjunction with Relationship Manager Guide the development and review appropriate documentation to complete annual credit review. Act as escalation point for any identified risks to Relationship Manager. Ongoing review of client base for potential High Risk clients.
Preferred Qualification and Experience
Undergraduate qualifications in Finance, Economics, Accounting or other relevant degree or NQF equivalent.
Other relevant qualifications including post graduate qualifications
Minimum of 5 years of relevant experience.
Minimum of 3 years’ experience in the client service environment.
An additional 3 years within the credit or product environment is considered an advantage.
Knowledge/Technical Skills/Expertise
Focuses the team on the customer/client Restructures the team to focus attention on the specific customer needs. This may be done with the intent to build closer relationships or increase organisational credibility in such clients or segments.
Seeks to understand the external environment Gathers information on specific clients / segments / countries / markets. Tries to get an objective view on external reality. Actively seeks to understand different cultures and diverse viewpoints.
Makes decisions and takes action to achieve a challenging goal Sets challenging goals that will have a significant impact on the business or support the organisational strategy. The challenging goal might be related to the speed of execution or implementation. Commits significant resources and/or time to reach a challenging goal, while also taking action to mitigate risk.
Aligns resources and structures to strategy Adjusts resources, roles, job structures, accountabilities, processes, systems, etc. to ensure strategy implementation or ensure organisational alignment.
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