Job Summary

• To manage and sustain a relationship with Business Banking customers, building long-term relationships founded on efficient and reliable support for their business. This is achieved particularly through quick risk decisions and managing consistency and quality of operational service.
• The primary objective is to maximize sustainable risk-adjusted / EP portfolio contribution.

Key Accountabilities/Deliverables

Sales and Service: – Time Split 45%

• Conduct annual review of customers’ borrowing facilities (and interim review if customer circumstances [risk profile] dictate).
• Consult customer owners/managers on financial/credit issues and general business practice/ideas.
• Determine the key messages, e.g. agreed service standards, negotiated pricing, relationship team contact points (including introductions to new personnel) and new product changes. Calculating the most appropriate means of communicating them to customers.
• Deal with, and find resolutions for, customer complaints.
• Determine the products that are most effective in meeting customers needs and be able to sell these, at short notice, both reactively and proactively.
• Monitor and ensure adherence to risk service standards.

Controls – Time Split 15%

• Maintain knowledge on all bank products, credit standards, services and trends and provide efficient customer services.
• Coordinate with senior officers in business plan development, prepare credit packages and perform credit analysis and provide update for call lists.
• Ensure Audit issues are closed within the quarter of identification, or within the agreed time frames, whichever is shorter.
• Nil operational losses
• 100% active customer digitization.
• 100% adherence to SME impairment within budget

Business Management: – Time Split 30%

• Monitor and control the quality of the portfolio using “Condition of Sanction” triggers where possible and in accordance with RM guidelines and Bank policy.
• Manage “Early Warning List” customers to reduce risk, following H.O. and Regional guidance provided.
• Adhere to procedures and guidelines within the BB RMCD.

Staff Management: – Time Split 10%

• Day-to-day support to Enterprise Bankers and branch staff in provision of consistent service quality and risk.
• Manage own leave plan.
• Offer support as per business request.

Risk & Control Objective

• “Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Bank Kenya Plc Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”

Role/person specification

Preferred Qualification

• Business degree

Preferred Experience

• 3 years’ experience in Business Banking related field

Knowledge and Skills

• Knowledge of the bank’s products, services and policies required to undertake the role:
• The jobholder will be required to have a detailed knowledge of the core set of Business Banking products.

For Complex products, a good knowledge will be required sufficient to:-

• Recognize the changing needs of the customer.
• Identify products/service that best satisfies customer need.
• Introduce the product/service.
• Co-ordinate the introduction of the relevant Group product specialist.
• Deal with customers directly as required.
• A good knowledge of the products & services available in the Personal Sector is also required to satisfy the individual financial needs of business owners/key individuals.
• The jobholder will require a broad understanding of policies and strategies across the Group as they relate to the demands of the customer base.

Mandatory

Must have good knowledge on:-

• Enterprise Banking,
• customer relationship management
• Team management

Training likely to assist effectiveness in the role, and which may have been completed prior to undertaking this role:

• Risk assessment and management
• Presentation, influencing and negotiating
• Communication

Additional details of exceptional aspects of the demands of the role:

• Required to form relationships with customers, therefore minimum tenure will be 2 years.
• The jobholder will need to be able to communicate in such as way as to ensure their ongoing     credibility when dealing with financial controllers of companies, in addition to owner-managers.
• The jobholder’s portfolio will consist of a full range of Business Banking customers, including the more challenging customers, who will often be subject to competitive approaches from other banks.
• Business development activity will be similarly demanding.

Technical Competencies

• Persuading and influencing
• Risk skills
• General Corporate skills
• Product skills
• Coaching

Education

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