Account Relationship Manager - Mangochi

Sales and Marketing – 40%
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Put in place annually, an approved target market document with complete information on customer segmentation, target names, products, services, revenues and profitability.
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Deliver set targets for deposits, risk assets, transactions and revenues and the effective management of customers
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Target assigned customer segments within allocated time and call frequency to generate profitable sales
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Ensure proper booking of all transactions customers including Deposits, loans, revenues and costs and reconcile with financial control
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Continually seek new opportunities to market new opportunities to market services and bring in new customers by thoroughly understanding the marketing and economic environment.
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Maximum NPL of 3% of portfolio and 1% of portfolio revenues
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Track and maintain allocated performance records including sales tracker, deposits, risk assets, provisions, incomes costs and all relevant performance indicators on a daily, weekly, monthly, quarterly and annual basis including reconciliation with financial control
Relationship building and customer service – 25%
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Deliver agreed customer and product sales, wallet share and profitability targets
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Create and monitor customer sales program
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Achieve a minimum of 5 products per customer
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Responsible for keeping self and supervisor up to date on competitor data and feedback provided for product and service changes or development
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Achieve a minimum customer satisfaction rating of “very satisfied”
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Deliver appropriate product solutions and services to customers in order to deliver at least 75% of customer’s wallet
Perform all other duties as reasonably assignedPerform all other duties as reasonably assigned
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Develop internal relationships to support the successful servicing of the customers and the delivery of sales target
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Build a strong local profile for self and bank through positive involvement in community activities
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Own customer complaints and resolution process in portfolio and collect all past due obligations
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Advice/update customers on all tariffs, policies, procedure and any other changes to products or accounts
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Ensure proper authorisation and contact customers with regard to confirmation limits and any other account management issues
Risk and Compliance – 25%
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Ensure all credit transactions and credit files in portfolio comply with the spirit and the letter of all applicable laws, regulations and institutional policies
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Ensure compliance with other operations risk e.g. KYC and Anti-Money Laundering measures plus any other group controls.
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Ensure all credit lines are current and all credit transactions are duly approved per policy within acceptable turn around times
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Constantly monitor credit portfolio to ensure a maxmum of 3% NPL and 1% of revenue.
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Cooperate within set expense budget on a customer by customer basis

• Administration and Team work – 10%

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Follow up on all pending transactions and ensure completion
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Maintain customer files and profiles
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Submit the following in a timely manner; daily planner, call memos, sales plans, forecasts, expense refunds etc.
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Provide feedback on performance of service providers
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Provide feedback to various sections on the performance of staff e.g. IT, Operations etc.
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Provide cover for other account managers or sales officers when necessary
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Provide honest feedback on performance of colleagues
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Share knowledge and best practice with team members
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Perform all other duties as reasonably assigned
Skills and Experience
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At least five years’ experience
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Sales experience in a financial environment
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Good interpersonal skills
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Planning and organising skills

• Relationship building and networking skills