Premier Relationship Manager, Nairobi Region at Absa Bank Limited in Nairobi, Kenya

    Absa Bank Limited logo

    Premier Relationship Manager, Nairobi Region

    Absa Bank LimitedNairobi, Kenya

    Posted

    3 days ago

    Apply by

    3 Sept

    Full Time
    On Site
    Mid
    Banking, Insurance & Financial Services
    Management & Business Development

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    Job Description

    Responsible for recruiting and maintaining a portfolio of premier clients by selling a high-quality, relationship-oriented financial planning service, supported by a dedicated Account Executive. Clients are recruited from the existing Bank customer base and externally with the aim of developing significant sales and high levels of client satisfaction through a mutually beneficial relationship. The client relationship is managed on a highly proactive and ongoing basis over an extended period.

    Key Responsibilities

    • Be the first point of contact for customers in the portfolio
    • Drive any required communication to customers in the portfolio
    • Proactively target and recruit clients, through referrals from existing customer portfolios
    • Proactively engage customers in existing portfolios to onboard close family members as part of the family banking strategy
    • Ensure new customers meet CLM Involved measures upon handover from the Premier Acquisition team
    • Complete a detailed Customer Discussion Document for new customers upon hand-over from the Premier Acquisition team
    • Ensure the customer portfolio meets CLM Engaged measures – account funding, digital usage, and product holding
    • Drive increased assets balance sheet per customer, liabilities balance sheet per customer and revenue per customer through continued customer engagements
    • Monitor and ensure funding of Zero Balance Accounts, Low Funded Accounts, Inactive Accounts, and Overdrawn Accounts in your portfolio as part of ensuring funding growth
    • Ensure ongoing reviews of the Customer Discussion Document for each customer in the portfolio and drive satisfaction through proactive identification of identified clients' ongoing financial needs and cross-sale of required solutions
    • Actively drive cross-sale targets for the portfolio across product lines – Assets, Liabilities, FX, etc.
    • Proactive engagement of required business specialists to support the fulfillment of customer needs
    • Manage the client portfolio, making proactive contact on a regular basis and meeting clients at their convenience, and maintain an updated calendar/diary to track customer meetings
    • Ensure customers in the portfolio are contacted/engaged as per the laid down Premier Customer Engagement procedures
    • Ensure the targeted level of business results i.e. income, balance sheet, costs, client satisfaction, and client recruitment for the jobholder's own portfolio are maintained
    • Review portfolio on a regular basis recommending clients
    • Adhere to standards, legal and regulatory, in accordance with the Absa Premier guidelines and Head Office instructions
    • Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and inter

    Required Qualifications

    • Bachelor's degree from a recognized university.
    • Circa 2 years of team leader experience
    • Record of achievement in a sales and service environment
    • Experience in handling customer complaints
    • Previous experience in handling operational risk issues
    • Previous roles could include; Personal banker team leader Prestige team leader
    • In-depth knowledge of the full range of Absa Africa retail product set and services and an overview of corporate and small business services
    • In-depth understanding of technical support systems e.g. Flex, BOC, IBOC
    • Detailed understanding of the retail network business processes and operating procedures.
    • Thorough knowledge of operating instructions and audit requirements.
    • Good understanding of Absa Africa's risk policy
    • Awareness of Absa Africa's retail strategy, operating structures, and interfaces
    • Knowledge of Absa Africa people's policy and procedures
    • Understanding of the local competitor market.
    • Team leader experience.

    Job Details

    Job Function

    Management & Business Development

    Minimum Experience

    2 years

    Education Level

    Bachelor’s Degree

    Area of Study

    Business

    Field of Study

    Finance

    Languages

    English

    Additional Information

    How to Apply: Interested and qualified? Go to Absa Bank Limited on absa.wd3.myworkdayjobs.com to apply.

    Master the Client Conversation Before You Meet Them

    This role is about building trust with high-net-worth clients. Your ability to listen, diagnose needs, and propose tailored financial solutions will be tested from the first interview.

    1. Know the Premier product suite inside out: Be ready to discuss assets, liabilities, FX, and digital banking tools. Review Absa's current offerings and be prepared to explain how you would cross-sell them to a portfolio.

    2. Show your track record with numbers: Quantify your past sales achievements, portfolio growth, or client satisfaction scores. Use specific figures to demonstrate your impact.

    3. Prepare for behavioral questions: Expect questions about handling difficult clients, resolving complaints, and managing operational risk. Use the STAR method to structure your answers.

    4. Understand the CLM framework: Familiarize yourself with Client Lifecycle Management (CLM) metrics like account funding, digital usage, and product holding. Show how you would drive these in your portfolio.

    5. Demonstrate leadership potential: Even though this is not a team lead role, you need to show you can guide and influence others. Highlight any mentoring or coaching experience.

    6. Be ready to talk about risk and compliance: The role requires strict adherence to regulatory standards. Show that you understand the importance of risk management and can follow procedures diligently.

    7. Practice your pitch for recruiting new clients: You will be expected to proactively target and recruit clients. Prepare a compelling value proposition for why a potential client should bank with Absa Premier.

    8. Show your commitment to customer satisfaction: The role emphasizes proactive engagement and meeting clients at their convenience. Share examples of how you have gone above and beyond for customers in the past.

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    Tags

    relationship management
    sales
    banking
    customer service
    cross-selling