Job Details Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfill our business objectives and build customer loyalty.Job PurposeTo assist the Relationship manager to grow and maximise customer experience, portfolio profitability /return in the Commercial segment by:Having a deep understanding of products used by Commercial clients and to have the ability to engage with clients as part of the front line.Providing an overall credit origination and risk management function on the portfolio.Taking accountability for sound portfolio management and ensuring sales opportunities are leveraged.Coordinating the Eco System model within the portfolio through control and stakeholder engagement.Key Responsibilities/AccountabilitiesCustomer experience•Make full use of Customer Service Unit (CSU) and ensuring that all routine and back office aspects of the role are continually dealt with by them, and encourage clients to adopt the CSU model.•Ensure that all service and routine requests that can be dealt with by CSU are appropriately logged and directed.•Serves as a secondary point of contact for all commercial customers within the portfolio and acts as Relationship manager in the office.•Ensures that customer service expectations are met and exceeded.•Constantly applies and achieves service principles and standards.•Performs proactive liaison role, with appropriate product specialists and other internal support divisions.•At times accompanies the Relationship Manager on client engagement and assists to solve customer experience issues.•Portfolio analysis - to use the existing RM and PM client knowledge in conjunction with the use of the various empowerment tools (PMT, SMT, Quicksilver, Salesforce, etc.) and the various Insights tools (Africa Portal, Sector insights, CVP’s, Bizinsights etc.) to understand the client needs and to look for opportunities to further entrench the holistic relationship with the bank.
Responsibilities + Skills
Ensure all risk groups are correctly reflected on SalesForce, and that data linkages required for appropriate reporting is correct.