Account Relationship Manager - Mangochi

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Key Responsibilities Breakdown:

Sales and Marketing – 40%

• Develop and maintain an annual target market document detailing customer segmentation, specific target entities, product/service offerings, projected revenues, and profitability.
• Achieve established targets for deposits, risk assets, transaction volumes, and revenues, alongside effective customer portfolio management.
• Engage with assigned customer segments at the required frequency within allocated timelines to generate profitable sales.
• Ensure accurate booking of all customer transactions, including deposits, loans, revenues, and costs, and perform reconciliations with financial control.
• Proactively identify and pursue new opportunities to market services and acquire new customers by maintaining a thorough understanding of the market and economic landscape.
• Maintain a maximum Non-Performing Loan (NPL) ratio of 3% of the portfolio and 1% of portfolio revenues.
• Track and meticulously maintain allocated performance records, including sales trackers, deposit and risk asset data, provisions, income/cost figures, and all relevant performance indicators on a daily, weekly, monthly, quarterly, and annual basis, ensuring reconciliation with financial control.

Relationship Building and Customer Service – 25%

• Deliver on agreed targets for customer acquisition, product sales, wallet share, and profitability.
• Design and oversee customer sales programs.
• Attain an average of at least 5 products per customer.
• Stay informed about competitor activities and provide feedback for product and service enhancements or developments to management.
• Achieve a minimum customer satisfaction rating of “very satisfied”.
• Provide suitable product solutions and services to customers to capture at least 75% of their financial wallet.

Additional Duties & Teamwork – 25%

• Cultivate internal relationships to support effective customer service and the achievement of sales targets.
• Build a strong local profile for yourself and the bank through positive engagement in community activities.
• Take ownership of customer complaints and their resolution within your portfolio, and diligently collect all overdue obligations.
• Inform and update customers on all tariffs, policies, procedures, and any changes to products or accounts.
• Ensure proper authorization for customer transactions and contact customers regarding confirmation limits and other account management matters.

Risk and Compliance – 25%

• Guarantee that all credit transactions and credit files within your portfolio adhere strictly to all applicable laws, regulations, and institutional policies.
• Ensure compliance with other operational risks, including Know Your Customer (KYC) and Anti-Money Laundering (AML) measures, alongside any other group controls.
• Verify that all credit lines are current and all credit transactions receive proper approval according to policy within acceptable turnaround times.
• Continuously monitor the credit portfolio to maintain a maximum NPL of 3% and 1% of revenue.
• Operate within the set expense budget on a customer-by-customer basis.

Administration and Teamwork – 10%

• Follow up on all pending transactions to ensure their timely completion.
• Maintain organized customer files and profiles.
• Submit essential documents promptly, including daily planners, call memos, sales plans, forecasts, and expense reimbursement requests.
• Provide feedback on the performance of service providers.
• Share performance feedback on colleagues in various sections such as IT and Operations.
• Offer cover for other account managers or sales officers as needed.
• Provide honest feedback regarding the performance of colleagues.
• Share knowledge and best practices with team members.
• Undertake all other reasonably assigned duties.

Skills and Experience Required

• A minimum of five years of relevant professional experience.
• Demonstrated sales experience within a financial services environment.
• Strong interpersonal skills.
• Effective planning and organizational abilities.
• Proficiency in relationship building and networking.

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