The job holder is responsible for providing a relationship-based offering to high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals. The job holder shall proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for the customer and providing financial solutions which meet the customer’s expectations in accordance with the segment value proposition. The job holder shall leverage the group’s reach & expertise resource capabilities to add value to both the customer and the bank and maintain a high level of integrity, professionalism and ethical standards whilst building valuable long term relationships with customers.
- turnaround times for customers.Maintain proper records (filing, update customer records on bank system, etc).
- Ensure limits are loaded, market segment codes are correct and all fields are captured accurately on the system. Take responsibility for the integrity of all data pertaining to the portfolio.
- Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, faxes, queries and complaints, etc.
- appropriate Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy.
- Follow proper procedures when closing accounts, including the recovery of outstanding funds/fees and retention of cheque books/cards.
- Manage subordinate (Relationship Officer/ Transactional Banker / Private Banker’s Assistant) in accordance with HR performance management best practice recruitment/development/retention/reward & recognition.
- Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care and being considerate of other team members.
- Actively seek to improve others’ skills and talents by providing constructive feedback, coaching and training opportunities to develop their abilities
KEY RELATIONSHIPS:
Direct Reports to this Position
- N/A.
Customers of this Position
- High Net worth individuals within the bank.
Key Competencies and Skills of Relationship Manager, Elite & Diaspora Banking (1)
Knowledge; Skills and Experience required for this Role Knowledge:
- Understanding of the high net – worth individual and affluent market – typical profile, lifestyle, financial needs, etc.
- Deep knowledge and understanding of segment value proposition.
- Sound knowledge of all products and channels relevant to this market, including qualifying criteria, product/channel features and benefits, pricing, product/channel combination possibilities and efficient product usage through self – service channels.
- Understanding of the bank’s product in respect of service level arrangements and the bank’s service provision networks.
- Understanding of which products are most required by high net – worth individuals and/or, most beneficial to this market as well as appreciation of which products are most profitable to the bank.
- Knowledge of equivalent competitor products and services.
- Working knowledge of SBM Bank Strategy, country strategy and segment strategy.
- Knowledge of local market environment and financial issues that may impact portfolio.
- Working knowledge of bank systems.
- Thorough understanding of credit principles as well as application and maintenance processes.
Experience of Relationship Manager, Elite & Diaspora Banking (1)
- Banking experience, preferably dealing with high net – worth individuals in a portfolio context.
- Strong sales background.
- Experience in upholding the highest levels of service.
- Experience in completing credit applications successfully.
Skills:
- Relevant business/financial qualification.
- Interpret financial statements, assess sources of income and basic customer affordability calculations (debt to income ratio, loan to value ratio, installment to income ratio, etc.)
- Sell financial products on unique benefit to customer and not merely price, Use knowledge of product, local competitive differentiators and value proposition to persuade customers to bank with SBM Bank.
- Demonstrate high levels of computer literacy – able to capture/update customer database, successfully complete product/lending applications, ensure credit maintenance, etc.
Competencies required of Relationship Manager, Elite & Diaspora Banking (1)
- Mature & professional demeanour.
- An effective networker at all levels, both inside and outside the bank.
- Ability to identify customers’ requirements for specialist financial/product expertise and advice.
- Articulate in the communication/presentation of financial solution and factual information to customers.
- Strong Communication, negotiation and persuasion skills.
- Independent, socially confident, quick to establish rapport and build credibility with customers.
- Fosters confidence among customers.
- Ability to listen and probe customer responses effectively to ensure proper understanding of needs.
- Advanced sales and consulting skills.
- Achievement orientated, embracing and achieving challenging targets.
- Self – motivated and energetic.
- Consistent, honest and trustworthy – demonstrating integrity.
- Ability to remain calm and focused under pressure and during conflict situations.
- Able to have difficult conversations with confidence – declining a pricing/rate concession, effectively communicating a declined loan application to customer without blaming Credit, etc.
- People management skills, including team building, team motivation, goal planning and optimising team skills to deliver results.
DEADLINE: 8TH APRIL 2025
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