KPA (KEY PERFROMANCE AREA

KEY RESPONSIBILITIES

A) Business Knowledge

·        Takes responsibility for proactively understanding the customer’s strategic direction and long-term needs as well as the opportunities and threats to the customer

·        Engages with customers and delivers against customer demands and enquiries

·        Provides customers with advice where needed and establishes and maintains a trusting and professional relationship

·        Ensures that customer confidence is supported by solid delivery of expected benefits, such as cost-efficient finance, improved efficiency of financial administration, and reliability of required service standards

·        Establishes credibility and overall profitability for the branch and the customer through the skillful application of specialist knowledge relevant to diverse customer environments and requirements

·        Proactively escalates qualified leads to relevant areas within the Bank

·        Remains abreast with specialist product and service knowledge for timeous solutions that meets customer demands efficiently

·        Proactively solicits new business through cultivating key referral resources and relationship tools and integrating business strategies with the Bank's objectives

·        Ensures that the implications of non/ substandard delivery of the role is understood

·        Ensures 100% availability of the service and sales support team

·        Takes responsibility for identifying barriers to business development that emanate from sales and service delivery dissatisfaction, and in collaboration with the branch team develop strategies to overcome such barriers.

B) Technical Knowledge

·        Ensures that the financial management processes and procedures of Business Banking and Personal Banking are understood and conformed to

·        Continuously makes suggestions to improve and adapt processes for the benefit of customers

·        Conforms to the Bank’s risk policies and procedures

·        Monitors markets and pre-empted risk for both the customers and the Bank

·        Demonstrates a general understanding of all areas of risk associated with Business Banking and Personal Banking customers, products, and services

·        Responsible for drawing on information and input from reliable sources (network) to determine appropriate strategies to meet customer needs and establish a sound relationship for further business opportunities

·        Proactively protects the Bank against loss of key customers to competitors through superior customer service

·        Collaborates with Credit department to initiate business deal proposals for new facilities, or facility modifications that requires the assessment of the credit or other risks and motivates the deal with insightful information regarding business strengths and vulnerabilities

·        Ensures that final sign-off on all credit facilities granted is retained

·        Proactively and timeously identifies potential problem accounts and formulates and implements appropriate risk mitigating strategies

·        Takes responsibility for utilising information management systems and processes to pre-empt selling opportunities and identify opportunities and threats to the customer and the Bank.

C) Leadership

·        Continuously drives and portrays a superior customer-orientated culture within the branch

·        Consistently interacts and collaborates with other colleagues and bank officials to ensure ongoing communication with existing and future customers

·        Effectively network and remain abreast with staff movements and their duties to effectively manage inter-relationship between customers and the employees of the bank

·        Takes responsibility for coaching of junior business banking and/or personal banking staff in all aspects of their work and role.

·        Ensures effective team communication

·        Takes responsibility for developing and nurturing strategic relationships with customers to ensure that the strategy and business objectives of the customer and the Bank are achieved

·        Proactively schedules customer meetings and establishes a database of customers’ needs and requirements (including conditions affecting the long-term viability of the business and industry sector)

·        Remains the key point of contact and accountable for the customer relationship, across all Banks hierarchical levels and fosters a professional and responsive relationship with customers.