Relationship Manager, Private Banking
Stanbic IBTC
Lagos
7d ago
source : myJobmag
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  • Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.

    Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions.

    Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture.

    To help us drive our success into the future, we are looking for resourceful individuals to join our dedicated team at our offices.

    Job ID : 33768

    Location : Lagos Mainland, Lagos

    Job Purpose

    To drive execution of branch sales plans and to collaborate with the Head, Service Support (HSS) in ensuring that all customers receive a consistently high quality service in a Model C branch.

    To manage available resources (sales staff, systems, processes) and ensure that a strong customer-focused service culture becomes entrenched in a branch.

    Key Responsibilities / Accountabilities

    Manages the branch resources to ensure delivery and maintenance of customer service standards at all times and at every service outlet within the branch, by putting the right people in the right places and also by enabling their self-

    development (coaching and training) for improved service delivery.Monitors customers’ complaints through the customer query register identifying the root causes and addressing them at source to prevent recurrence.

    Manages and oversees the provision of appropriate products and services via the most suitable channel to ensure that customer needs are met.

    Identifies opportunities to migrate customers to more appropriate, cost effective channels.Drives the use of 5 star process by all members of staff who are constantly in contact with the customers , Tellers, Customer Service Consultants Customer Consults, Business Bankers and the Receptionist.

    Drives adherence to good housekeeping by all the staff.Ensure that the branch premises, furniture, fittings and operating systems are well maintained and that they are at all times user friendly to both Staff and its Customers.

    Sales Management :

    Develops and implements branch sales strategy reflective of the local market conditions to ensure that the branch’s sales targets are met.

    This includes coaching staff on product knowledge, cross selling and keeping up to date with changes and developments in the local market / area to drive optimal achievement sales opportunities.

    Co-ordinates cross selling opportunities with other business departments like CIB, VAF and Business Banking for possible personal market businesses / opportunities.

    Conducts daily meetings with the sales team (Relationship Managers) and carry out reviews on the previous day and jointly plan for the week ahead.

    Drives multi-channel utilisation and servicing to optimise sales opportunities.

    Risk Management :

    Drives and manages a culture that emphasises and demonstrates the importance of internal control to all staff to ensure that staff adheres to the Bank’s routine at all times by making them aware of the Bank’s best practice systems, processes and procedures.

    Ensures availability of the GRG on each member of staff terminal and use of the same by all staff.Manages use of the routine checklist for effective routine control and ensure that laid down instructions are adhered to by all the departments.

    Oversees and manages maintenance of an effective control structure with control activities defined at each level and that duties are appropriately segregated.

    Monitors internal controls to ensure their adequacy and effectiveness and where necessary recommend amendments to address uncontrolled risks as identified.

    Ensures that all routine controls relating to new business () are applied effectively.

    Financial Management :

  • Ensures that all aspects of revenue collection and operational expenditure are actively monitored and that they are in line with the operating budgetDrives and manages the net profitability of the branch;
  • ensure effective management of revenue collection and expenditure controlMonitors actual figures in the Trial Balance and Profit and Loss against budget and / or against past months’ performance and investigate undue variations.

    Drives the growth of deposits, loans and overdrafts to increase profitability of the branch.

    People Management :

    Responsible for inspiring, motivating, leading and managing the teamResponsible for the recruitment, development and retention of relevant skills in order to meet the business needsEnsures the effective selection of staff by matching the skills and competencies to the requirements of the jobEnsures skills assessments and competency-

    based training takes place as and when requiredBuilds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with theseCreates an environment in which learning and development are emphasised and valuedTakes personal responsibility for coaching and mentoring othersEffectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reportsPromotes a culture where the values of the Bank are seen to be alive’.

    Preferred Qualification and Experience

    First Degree and an additional professional qualification5-7 years branch banking experience in Bank Branches with exposure to all areas under control.

    Experience in managing a diverse range of people and activities is essential

    Knowledge / Technical Skills / Expertise :

    Written Communication-Applies concepts without requiring supervision, able to provide technical guidance when requiredCustomer Acceptance and Review-

    The ability to assess if the client qualifies to receive the services applied for based on established parameters and criteria.

    Client Knowledge-Knowledge of the bank's clients, their names, requirements, history of relationship and key relationship issues.

    Managerial Budgeting-The ability to plan the work unit budget and manage income and expenditure, through responsible implementation of policies, practices and decisions.

    Coaching and Mentoring-The knowledge and skills required to direct, instruct, and train an employee / s with the aim to fulfil a goal, in order to develop specific skill / s in an enthusiastic, motivating manner.

    Operational Planning-The ability to translate the organisation's vision and long term goals into medium and short term deliverables.

    Job ID : 33927

    Location : Lagos Mainland, Lagos

    Job Purpose

    To render frontline service support

    Key Responsibilities / Accountabilities

    Control chequebooks :

    Attend to telephonic queries regarding cheque books.

    Control Automated Teller Machine (ATM) cards :

    Receive and handle ATM cards according to laid-down policies and procedures.Ensure the ATM cards are locked away overnight.

    Dispatch and receive ATM cards to / from away branches.File ATM cards in received-date order.Handle retained ATM cards according to laid-

    down procedures.Perform daily balancing of ATM cards in conjunction with the Asset CustodianAttend to all telephonic enquiries regarding ATM cards.

    Statements :

    Issue off-cycle statements at customer’s instance and take charges as appropriateKeep records of all source instructions from customers

    Reactive selling :

    Identify cross-selling and migration opportunities and sell products / services reactively.Participate in tactical sales / marketing activities as required.

    SIPML Management :

    Attend to all pension enquiriesProcessing of client withdrawal application.Processing of client change of account information and signatureProcessing of NSITF transfer.

    Processing of deceased person benefit withdrawal.Print statement of account and registration certificate for the clientCross sale.

    Render daily report on applicable platform.

    SIAML Management :

    Attend to all Asset management enquiriesProcessing of client subscription.Processing of client redemptionProcessing of client change of account information.

    Processing of deceased person redemptionPrint statement of account and registration certificate for the clientDispatch all document to appropriate unit after executionCross sale

    Preferred Qualification and Experience

    A Bachelor’s degree in any related field0-2years banking experience, preferably interfacing with customers.Strong relationship management background.

    Experienced in upholding the highest levels of service.Experience in completing credit applications successfully.

    Knowledge / Technical Skills / Expertise

    Relevant business / financial qualificationInterpret financial statements; assess sources of income and basic customer affordability calculations (debt to income ratio, loan to value ratio, instalment to income ratio, etc).

    Demonstrate high levels of computer literacy - able to capture / update customer database, successfully complete product / lending applications, ensure credit maintenance, etc.

    Job ID : 33932

    Location : Lagos Island, Lagos

    Job Purpose

    Proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for customer in the branch, providing banking solutions which meet the customer’s needs in accordance with each of personal banking segment’s value proposition

    Key Responsibilities / Accountabilities

    Retain customers (Blue, Silver and Gold) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy.

    Liaise effectively with the sales team to ensure seamless transfer of clients after sale has been concluded to relationship management.

    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.

    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.

    Conduct a comprehensive calling / contact management programme for all customers aligned with the cost to serve proposition.

    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.

    Preferred Qualifications and Experience

    A Bachelor's degree in any related fieldMinimum of Second Class Lower (2 : 2) division0-2 years banking experience, preferably interfacing with customers.

    Strong relationship management background.Experienced in upholding the highest levels of service.Experience in completing credit applications successfully.

    Knowledge / Technical Skills / Expertise :

    Deep knowledge and understanding of the different personal and segment value proposition.Knowledge of local market environment and financial issues that may impact portfolio.

    Working knowledge of bank systems and operationsThorough understanding of credit principles as well as application and maintenance processes.

    Knowledge of the banks organogram and awareness of relevant reporting lines.Interpret financial statements; assess sources of income and basic customer affordability calculations (debt to income ratio, loan to value ratio, instalment to income ratio, etc).

    Demonstrate high levels of computer literacy - able to capture / update customer database, successfully complete product / lending applications, ensure credit maintenance, etc.

    Proficient in Microsoft word and excel.Time managementAbility to multi taskAbility to handle matrix reporting.

    Job Sector : FinaBanking

    Bank Sector : Retail & Business Banking

    Job Purpose

    To develop and maintain a portfolio of important revenue generating client relationships within the defined affluent market segment.

    As the primary point of contact for affluent clients, PBRMs sell, deliver and provide on-going service for a broad range of fee income and retail banking and investment products and services appropriate to affluent client.

  • Sales 4 NTB accounts / week / RM, which translates to 16 NTB accounts per month and 192 per year.Accountable for developing and implementing an integrated customer marketing plan, which addresses wealth creation, wealth preservation, wealth enhancement and lifestyle enhancement ;
  • this is achieved through an in-depth analysis of the clients balance sheet so as to identify opportunities and match these opportunities to products / solutions provided by the group.

    Monitor the delivery of different groups (Wealth, Lending, and Transactional) as well as other specialist product and service providers against customer plan.

    Grow portfolio profitability through the utilisation of available multi-channel delivery strategies, such as actively managing customer migration onto electronic banking channels.

    Manage customer migration between segments, sub segments and the Private Banking business.Proactively and timeously identifies potential problem accounts and formulates appropriate risk mitigating strategies.

    Understands clients risk profile and maximises the risk vs. reward’ balance for individual clients by optimising product mix.

    Provides personalised services to Comply with rules, regulations, and legislation governing the financial services industry.

    Key Responsibilities / Accountabilities

    Achievement of relationship manager sales budgetGrowth / Volume Customer acquisition and retentionClient profitability and Risk Management.

    Cross-sell existing bank and group financial product and services to obtain greater share of wallet.Execution of customer plan.

    Resuscitate, retain and increase revenues from dormant, current and new private banking relationships.Manage and own relationships with up to 200 clients in portfolio.

    Job is largely a sales and marketing role with much time spent out marketing with a fair amount of travel for presentations and marketing of banks product and services.

    Maintain close contacts with clients in the portfolio to establish an intimate knowledge of client’s needs.Build incredible internal network within the group, to ensure the synergies and teamwork needed to maximise sales opportunities and optimise service delivery.

    Develop strong partnership with Transactional bankers and rest of suite team to ensure excellent and seamless service.

    Preferred Qualification and Experience

    A first degree or equivalent in any discipline and relevant professional certification in Banking, Business and Finance such as Chartered Financial Analyst (CFA) or Associate of Chartered Institute of Bankers (ACIB) from the Chartered Institute of Bankers of Nigeria (CIBN).

    A Master's degree in Business / Finance or its equivalent would be an advantage.Minimum of 7 years relevant banking experience, preferably in a customer facing role and strong relationship management.

    A 1st degree is essential and a 2nd degree or a professional qualification in a related area will provide a sound foundation upon which job experience can be built.

    Must demonstrate hands-on experience in investment banking and Portfolio / Investment Management

    Knowledge / Technical Skills / Expertise

    Technical competencies :

    Customer Relationship ManagementSales PlanningCross-selling SkillsBusiness DevelopmentPortfolio / Investment ManagementRetirement and Estate PlanningNegotiation SkillsNetworkingBusiness and Financial AdvisoryKnowledge of Asset Management ProductsCustomer Needs IdentificationCredit AnalysisE-

    Channel ManagementInfluencing SkillsProbing SkillsPoiseInterpersonal SkillsEmotional Intelligence.

    Job Purpose

    To render frontline service support

    Key Responsibilities / Accountabilities

    Control chequebooks :

    Attend to telephonic queries regarding cheque books.

    Control Automated Teller Machine (ATM) cards :

    Receive and handle ATM cards according to laid-down policies and procedures.Ensure the ATM cards are locked away overnight.

    Dispatch and receive ATM cards to / from away branches.File ATM cards in received-date order.Handle retained ATM cards according to laid-

    down procedures.Perform daily balancing of ATM cards in conjunction with the Asset CustodianAttend to all telephonic enquiries regarding ATM cards.

    Statements :

    Issue off-cycle statements at customer’s instance and take charges as appropriateKeep records of all source instructions from customers

    Reactive Selling :

    Identify cross-selling and migration opportunities and sell products / services reactively.Participate in tactical sales / marketing activities as required.

    SIPML Management :

    Attend to all pension enquiriesProcessing of client withdrawal application.Processing of client change of account information and signatureProcessing of NSITF transfer.

    Processing of deceased person benefit withdrawal.Print statement of account and registration certificate for the clientCross sale.

    Render daily report on applicable platform.

    SIAML Management :

    Attend to all Asset management enquiriesProcessing of client subscription.Processing of client redemptionProcessing of client change of account information.

    Processing of deceased person redemptionPrint statement of account and registration certificate for the clientDispatch all document to appropriate unit after executionCross sale.

    Preferred Qualification and Experience

    A Bachelor's Degree in any related field0-2 years banking experience, preferably interfacing with customers.Strong relationship management background.

    Experienced in upholding the highest levels of service.Experience in completing credit applications successfully.

    Knowledge / Technical Skills / Expertise :

    Relevant business / financial qualificationInterpret financial statements; assess sources of income and basic customer affordability calculations (debt to income ratio, loan to value ratio, instalment to income ratio, etc).

    Demonstrate high levels of computer literacy - able to capture / update customer database, successfully complete product / lending applications, ensure credit maintenance, etc.

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