Account Executive at Standard Bank Group

• To grow and retain a portfolio of high value Business Segment relationships by performing a proactive, mobile, value adding financial partnership role
• To ensure that close personal attention is given to provide a full array of customised financial solutions tailored to meet the growth needs and potential of the customers within the portfolio.
• To provide effective relationship management aimed at optimising customer profitability and value to the Bank.
• To ensure customer satisfaction across allocated portfolio of customers

Key Responsibilities

Relationship and portfolio management

• Ensures deep understanding of Customer’s business through regular interaction with client at their place of business.
• Employs the use of client value chain analysis to understand customer needs and deploy banking solutions to meet those needs.
• Utilises the Banks Customer Relationship Management (CRM) tool to ensure accurate and updated customer information and effectively manage the relationship.
• Develops and implements a client-calling schedule to visit all clients in the portfolio.
• Identifies opportunities to migrate clients in line with customer value proposition

Customer Experience 

• Complete all compliance training within laid down timelines.
• Ensures that customer service expectations are met/ exceeded.Provides a central advisory role to the client
• Ensures effective query management and client feedback.Monitors and manages (in collaboration with internal business partners) the delivery of service in line with service level agreements, standards and turnaround times within the Centre
• Ensures the implementation of Business Banking Value proposition.Performs a proactive liaison role, at appropriate levels, between relevant stakeholders e.g. Credit, Operational Shared Services (OSS) and other relevant business partners, to ensure customer service expectations are fully met.

Transaction Led Customer Acquisition 

• Formulates, drives, measures and manages the implementation of a sales performance strategy for the portfolio to grow new business and share of wallet across the portfolios managed.
• Leverages sales growth tactics and targets in collaboration with business partners in the area e.g., Local markets, Prestige and Private Banking, Vehicle and Asset Finance; Electronic Banking; SBFC; SBIB and any other Business Partners.
• Responsible for achieving sales budgets as set by Business Centre.
• Develops and implements sales best practices in support of the Business Banking value     proposition and customer expectations
•  Ensures effective use of Customer1stlead generation system as a lead, queries and complaints management tool.
• Drives the usage of the Customer1st system within the Province.
•  Drives the required behaviours to support the Customer1st system within the Province

Stakeholder management

• Establishes and maintains relationships with key provincial CAF stakeholders (e.g. RBB, Operations, Credit, etc.) to effectively co-ordinate the value chain thereby ensuring efficient transactional workflows and optimal client service delivery.
• Ensures, monitors and enforces implementation of credit requirements / routing rules and directives and that contracts and securities are generated within the agreed turnaround- times.
• Ensures implementation of pre-credit turnaround times.
• Ensures implementation of service level standards and turnaround times of all departments in the value chai

People management

• Manages the CAF team in the designated province for both Standard Bank and non-Standard Bank customers.
• Coaches and mentors the CAF team through either working one on one with the team and ensures appropriate training is delivered to support staff development goals.
• Monitors employee training and development to ensure training requirements are fulfilled and performance goals are achieved according to CAF requirements.
• Assesses team competencies, performance efficiency and productivity through measurement and observation to ensure the team is aware of and capable of delivering its responsibilities.
• Interviews, hires, trains and develops subordinate staff in accordance with defined policies and objectives.
• Ensures availability of appropriate skills base in order to provide clients with asset finance (products / services) through skills management and matching these skills with client environments.
• Ensures the effective application of human resources and people management processes within operations across all the markets (internally and externally)
• Ensures the creation and maintenance of an effective working climate and a continual improvement of culture through proactively creating open communication channels and a comfortable working environment.
• Continually reviews and measures team activities against targets, standards and service levels, agreeing and taking actions to improve capability and performance so that the team achieves its maximum potential.
• Reviews PD plans, assesses and makes recommendations on employee performance.
• Ensures all HR processes are followed as per laid down policies.
• Actively involved in succession planning, employee engagement, talent management and performance development through clearly defined communication channels and regular feedback sessions 

Measures

• Achieve Sales targets
• Achievement of Net Promoter Score (NPS) targets
• Achieves financial targets as per Performance Contract which will include profitability of the Portfolio measured by growth in Operating Income.
• Engaged and committed people
• Satisfactory risk and compliance audit results
•  Effective change management and adoption of projects and initiatives.
• Achievement of all migration targets.
• Ensure usage of the Customer1st system
• Increased cross-sell across the value chain
• Increased customer retention and growth
• Satisfactory customer service ratings
• Stakeholder feedback

Requirements

Qualifications

• Business Commerce Degree
• RE 5
• Recognised Fais Qualification

Experience

Experience required 1*

Job Function: Personal and Business Banking

• Years: 7-10 years
• Experience in asset based finance and relationship banking. Experience in a Business and Commercial Banking environment.
•  Must have completed FAIS RE 5 requirements.