Account Relationship Manager – Mangochi

Sales and Marketing – 40%

• Put in place annually, an approved target market document with complete information on customer segmentation, target names, products, services, revenues and profitability.
• Deliver set targets for deposits, risk assets, transactions and revenues and the effective management of customers
• Target assigned customer segments within allocated time and call frequency to generate profitable sales
• Ensure proper booking of all transactions customers including Deposits, loans, revenues and costs and reconcile with financial control
• Continually seek new opportunities to market new opportunities to market services and bring in new customers by thoroughly understanding the marketing and economic environment.
• Maximum NPL of 3% of portfolio and 1% of portfolio revenues
• 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% 

• Deliver agreed customer and product sales, wallet share and profitability targets
• Create and monitor customer sales program
• Achieve a minimum of 5 products per customer
• Responsible for keeping self and supervisor up to date on competitor data and feedback provided for product and service changes or development
• Achieve a minimum customer satisfaction rating of “very satisfied”
• 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

• Develop internal relationships to support the successful servicing of the customers and the delivery of sales target
• Build a strong local profile for self and bank through positive involvement in community activities
• Own customer complaints and resolution process in portfolio and collect all past due obligations 
• Advice/update customers on all tariffs, policies, procedure and any other changes to products or accounts
• Ensure proper authorisation and contact customers with regard to confirmation limits and any other account management issues

Risk and Compliance – 25%

• Ensure all credit transactions and credit files in portfolio comply with the spirit and the letter of all applicable laws, regulations and institutional policies
• Ensure compliance with other operations risk e.g. KYC and Anti-Money Laundering measures plus any other group controls.
• Ensure all credit lines are current and all credit transactions are duly approved per policy within acceptable turn around times
• Constantly monitor credit portfolio to ensure a maxmum of 3% NPL and 1% of revenue.
• Cooperate within set expense budget on a customer by customer basis

Administration and Team work – 10%

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

Skills and Experience

• At least five years’ experience 
• Sales experience in a financial environment
• Good interpersonal skills
• Planning and organising skills
• Relationship building and networking skills