Job Summary

To plan, manage and monitor the implementation of customer service activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Job Purpose:

Responsibility for retention of existing and growth of new customers.  Each Relationship Manager to pro-actively manage all merchants in their area of execution. Some will cover vast areas according to merchant segmentation and will therefore need to be flexible to travel as required by the business and be able to deal with customers remotely.

To proactively recruit profitable new business and establish, manage and develop long term, Profitable Relationships, ensuring the provision of first-class customer service and maximizing business opportunities to achieve business objectives and goals.

Key Accountabilities

Accountability:  Business Growth and Retention -50%

• Proactively create and develop business relationships with companies
• Build close working relationships with other internal teams, external key business influencers to create business opportunities
• Identification of cross sale opportunities and introduction of leads to other functions within Absa
• Implement activities to deliver value added products and services, generating increased income and revenue from existing merchants
• Fully understand the workings of Absa, merchant pricing and risk issues.
• Negotiate pricing and contracts with customers, engaging line managers at senior management or director level if called for towards the achievement of business objectives.
• Make sound commercial judgments in order to retain and fully develop customer base

Accountability:  Customer Contact- 30%

• Customer contact is at low and medium management levels and involves discussions and negotiations with customers on commercial and operational issues
• The role holder is responsible for managing and responding to customer requirements, queries and complaints
• Establish, build and maintain ongoing relationships with customers to develop and protect business income
• Develop a deep understanding of the needs and requirements of customers’ businesses
• Provide evidence of customer demand to influence new products / enhancements / solutions
• Apply knowledge and skills in resolving any challenges the merchant may face when using the Point of Sale terminals. It is Important that each Relationship manager knows PDQ functionalities and acquiring systems to be able to manage customer expectations during their visits.
• Maintain and understand the business environment in which the customer operates
• Constantly update knowledge on all products and services offered by Absa.

Accountability:  Planning and Execution- 15%

• Responsible for developing a personal sales plan to achieve targeted objectives and goals
• Personal time management of day-to-day activities to maximize return on resources
• Keeping fully updated on customer activities, challenges and demands in line with business demands.
• Constant evaluation of portfolio to achieve profitability and culling process

Accountability:  Governance, Control and Risk- 5%

• Ensure compliance to Bank controls, policy, service standards and procedures as laid down by the bank
• Ensure all mandatory training completed to deadline and understood within given timescales.
• All risk events (incidents) or control failures to be escalated, investigated, reported and fixed at root cause to prevent reoccurrence
• Successful independent conformance assurance (e.g .RCA, BIA, Regulatory Compliance, PwC)

Requirements

Preferred Qualification

• Bachelor’s degree in a business-related field

Preferred Experience

• 3 years minimum sales experience with a proven track record of achievement and high performance

Knowledge and Skills

Essential

• Full and extensive knowledge of Absa products and services
• Working knowledge of acquiring industry dynamics, interchange, etc.
• In-depth knowledge of competitor solutions
• Knowledge of the Business-to-Business sector
• Fully aware of industry trends (in country and overseas)
• Knowledge of Absa Group strategies both locally and overseas
• Working knowledge and practical understanding of Law legislation and regulations as they apply to the local market
• Knowledge on card scheme policies and acquiring systems
• Knowledge of card processing
• Satisfies the fsa criteria for an approved person, both initially and ongoing
• Proven success rate in negotiation in a corporate environment

Preferred

• Knowledge of relevant third-party suppliers (e.g. technology)
• An up-to-date knowledge of industry related developments
• May have experience in the Business-to-Business Financial Services Sector
• Knowledge of the Card Acquiring industry would be an advantage but not essential