Job summary

The SME Relationship Manager will be a member of the SME Team, responsible for developing and maintaining relationships with a portfolio of Business Banking customers and connected Personal Banking customers.

The role holder will act as a named point of contact for customers, handling a range of requests, including calls in the absence of Managers and overflow work. The position also involves supporting one or more Managers with product knowledge, sales research, customer relationship development, solution research, market and industry information, and risk management for the portfolio.

The role requires strict compliance with Absa Group policies, including:

• Financial crime and anti-money laundering policies
• Politically exposed persons policies
• Financial sanctions and prohibitions
• Reputational risk policy
• Absa sanctions policy
• Absa correspondent banking policy
• Any other applicable policies and procedures

Main accountabilities and responsibilities

Sales and service

Time split: 70%

The role holder will be responsible for delivering high-quality sales and service support to SME and Business Banking customers.

Key responsibilities include:

• Develop and maintain own contacts with individuals within customers’ organizations.
• Coordinate introductions to and from other areas of the Absa Group where appropriate and monitor outcomes.
• Assist with the development and revision of Customer Relationship Plans.
• Monitor levels of customer service and satisfaction.
• Develop and maintain links with the local business community.
• Support Relationship Management in maintaining business community relationships.
• Conduct research to identify potential new customers.
• Maintain a database of potential customers.
• Arrange and undertake product presentations where appropriate.
• Develop and maintain contacts with specialists in other branch sectors and other areas of the Group.
• Monitor leads and coordinate portfolio-related information for Relationship Management.

Business management

Time split: 30%

The role holder will support business management activities, including product setup, financial analysis, risk information, and administrative coordination.

Key responsibilities include:

• Monitor the setup of products from other areas of the Absa Group.
• Act as liaison for risk management information with customers, accountants, solicitors, and other relevant parties.
• Collate customer-produced financial information.
• Analyze historic and projected financial information to identify key issues.
• Monitor compliance with covenants and terms before discussion with the Head of SME Banking.
• Facilitate the creation of Credit Applications.
• Prepare facility letters.
• Coordinate execution of documentation and drawdown of facilities.
• Provide technical input and undertake research for the Head of SME Banking regarding proposed security.
• Liaise to arrange preparation and execution of security documentation.
• Support review of referral lists and other risk reports.
• Take responsibility for routine duties with other members of the International Banking Team.
• Support administrative tasks such as holiday lists, returns, and interdepartmental meetings.
• Attend Relationship Team meetings and contribute fully.
• Suggest ways of improving customer service.
• Contribute to an environment of mutual support by sharing knowledge with other team members.

Risk and control objective

The role holder must understand and manage risk within the business unit while ensuring compliance with Absa’s policies, procedures, and regulatory requirements.

• Act as crisis coordinator in the event of major issues in the business unit.
• Allocate tasks to crisis teams when required.
• Review the risk and compliance profiles of the business unit regularly.
• Provide consultative support to the Managing Director on required changes to rebalance risk and reward.
• Understand own role in end-to-end processes, including applicable risks and controls.
• Adhere to Absa’s policies and procedures applicable to the role.
• Demonstrate sound judgment and responsible risk management.
• Keep up to date with regulatory changes.
• Articulate the impact of regulatory changes on the business.
• Stay informed on industry thinking.
• Complete all mandatory training by the required deadline.

Technical skills and competencies

The ideal candidate should have the following technical skills and competencies:

• Degree in Business Studies is preferable.
• Basic keyboard skills.
• Proficiency in internal computer systems.
• Technical securities knowledge.
• Financial analysis and lending skills.
• Familiarity with ICA/CCRS.
• Business development and selling skills.

Knowledge, expertise, and experience

Other role-specific requirements

The candidate should typically have spent a minimum of three years in a similar role. There are no specific qualifications beyond the Bank’s entry requirements, although undertaking or having completed A.C.I.B. examinations would be an advantage.

Essential knowledge

The candidate should have knowledge of:

• Branch-based products and services frequently used by Corporate and Business Banking customers.
• Product features, tariffs, pricing, and availability.
• Internal instructions and procedures.
• Roles and responsibilities of other members of the Relationship Team.
• Products and services offered by other areas of the Absa Group.
• Features, tariffs, pricing, and availability of Absa Group products commonly used by Corporate and Business Banking customers.
• The Bank’s service standards.
• Specific products, processes, or issues where the role holder may act as a Team Expert.
• Roles and responsibilities of individuals in other areas of the Absa Group who may be involved with the customer base.
• Legislation affecting the Bank and its customers.

Skills required for the role

Essential skills

The successful candidate should be able to:

• Communicate well and build effective relationships.
• Demonstrate operational excellence.
• Drive service excellence.
• Innovate for the future.
• Engage, motivate, and inspire people.
• Grow people and performance.
• Make informed decisions.
• Manage change effectively.
• Plan effectively.
• Analyze management information effectively.
• Manage compliance and risk.
• Manage processes effectively.

Education and experience required

Applicants should have the following education and experience:

• B-degree at NQF Level 6 or higher.
• Diploma or Degree in Sales or Marketing will be an added advantage.
• Two or more years of banking experience.
• Strong team player with the ability to contribute effectively across a virtual team.
• Proven ability to instigate changes in customer operating habits and influence ways of working for mutual benefit.
• Ability to work in a fast-paced and changing environment.
• Proven questioning and analytical skills.
• Proven problem-solving and decision-making skills for complex queries.

Specialist knowledge required

The candidate should have knowledge of the Bank’s products, services, policies, and any other specialist knowledge required to perform the role effectively.

Additional role-specific requirements

The successful candidate should be:

• Able to deal professionally, confidently, and effectively with staff at all levels, both internally and externally.
• Able to work autonomously.
• Able to keep abreast of industry changes in both business and marketing environments.

Exceptional demands of the role

The role may require the candidate to:

• Work under pressure.
• Adhere to strict and tight deadlines across a wide range of tasks.
• Keep updated on developments in the business and financial services environment.
• Understand changes in technology and delivery channels.
• Appreciate the impact of technology and delivery channels on the financial services environment.
• Undertake occasional business travel locally and regionally.

Behavioral competencies

The role requires strong behavioral competencies, including:

• Deciding and initiating action.
• Entrepreneurial and commercial thinking.
• Persuading and influencing.
• Creating and innovating.

Additional essential knowledge

The candidate should have:

• Comprehensive knowledge of Absa’s products and the systems that support them.
• Good understanding of Absa Group products.
• Good understanding of product offerings in the wider financial services industry.
• Understanding of customer segmentation theory and practice.

Absa values

Absa’s values and behaviors represent the standards that guide the actions of everyone who works for the Bank. These values also form part of how performance is assessed and rewarded.

The values include:

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Education

Required qualification:

• Higher Diplomas in Business, Commerce, and Management Studies

• Manage a portfolio of customers to offer Markets Risk Management Products propositions and related understanding to clients, including internal customers.
• Drive product and technology sales, including: Absa Access FX, Investment products, Risk Management Products
• Trade directly with customers as required.
• Develop close contacts with Commercial Relationship Managers and customers.
• Promote the expansion and penetration of CIB Markets business into customer segments, including RBB and Corporate.
• Expand the customer base for CIB Markets products and services.
• Meet delegated volume and profitability targets.
• Ensure that Absa Group Limited policies, procedures, and relevant credit limits are always adhered to.
• Identify personal knowledge gaps and ensure that a self-training and development plan is in place.
• Assist the Head of Markets Sales in compiling the annual Markets strategic business plan.
• Ensure regular monthly feedback on performance is available.

• Effective trading ability with a good track record.
• Exposure to Global Markets Sales.
• Sound understanding of balance sheet and income statement analysis.
• Basic level ACI Dealing Certificate.
• Understanding of financial risk management strategies and tools.
• Good knowledge of Financial Markets products, services, strategies, and back-office operations.
• Good general knowledge of other bank products, especially: Trade finance, Structured trade finance, Forfaiting, Merchant banking products
• General knowledge of merchant banking products.
• Strong business awareness.
• Ability to think quickly and act decisively.
• Strong relationship management skills.
• Ability to work effectively in a dealing room environment.
• Innovation and creativity.
• Ability to use own initiative.
• Confidence to make decisions with authority.
• High ethical and moral standards.
• Professional conduct at all times.
• Effective marketing, negotiation, and influencing skills.
• Excellent verbal and written communication skills.

• Degree to honors level.
• Postgraduate qualification preferred.
• Basic level ACI Dealing Certificate.
• Bachelor’s degree and professional qualifications in Business, Commerce, and Management Studies.