Executive Banker, Affluent Banking (Nationwide) at Stanbic IBTC Bank

Retain Executive Banking customers as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy; Generate and pass on leads. Follow up to ensure that the customer is satisfied with the service received. Interact and build strong working relationships with Business Banking and Commercial Banking colleagues to entrench the holistic customer relationship with the bank. Interact frequently and build strong working relationships with enabler and fulfilment functions (including credit specialists, product specialists and wealth specialists) to shorten turnaround times.
Outputs and Measures:
Financial performance (growth in customer and portfolio revenue through retention, acquisition and increased cross-sell).
Customer Loyalty
Sales and financial targets as per KRA scorecard
Liability Generation
Profitability
Mining the ecosystems through Collaboration
Liaise effectively with the sales team to ensure seamless transfer of clients after sale has been concluded to relationship management; Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
Outputs and Measures:
Contribution Growth (i.e. increase in customer profitability).
Customer retention
Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities.
Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective;
Take accountability for credit management of portfolio, including the completion of referral reports, taking action regarding exception reports to eliminate accounts in excess, ensure that all accounts have limits and that reviews occur timeously;
Appropriate Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy
Outputs and Measures:
Contribution Growth (i.e. increase in customer profitability
Planning and management of customer calling program
Minimal non-performing loans, accounts in excess, unlimitised accounts, overdue reviews and credit application rework.
Service quality measured by customer satisfaction surveys.
Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities;
Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
Outputs and Measures:
Collaboration
Customer retention
Ensure that the Customer is central to the entire life cycle approach of maximising sustainable value add to both the Customer and the Bank;
Establish, build and strengthen relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals; Place equal emphasis on liability generating (non-borrowing) and borrowing customers.
Output and Measures:
Increased Customer satisfaction index
Customer retention