Key Performance Areas (KPAs)

1.      STRATEGIC LEADERSHIP

• Responsible for developing and driving the strategy around growing and servicing Business and Private Banking clients, ensuring that it is in line with and supports the Bank’s broader strategy and business objectives.
• Identify and pursue growth opportunities in target sectors, driving cross selling and integrated client solutions.
• Ensures that the processes, structures, systems and resources required to effectively service  Business and Private Banking clients are in place in order to support and drive the current and future viability and profitability of Business and Private Banking. Continually searches for ways to improve client orientation and service delivery.
• Ensure a thorough understanding of the strategic business drivers, opportunities, challenges, needs, competition and threats inherent to relevant client environments.

2. BUSINESS ACUMEN AND MARKET UNDERSTANDING

• Responsible for applying insight into local and international trends, products, developments and benchmarks within the financial sector, banking and specifically Business and Private banking.
• Intimate understanding of both traditional and non-traditional competitors, their drivers, products, strengths, vulnerabilities, market share / client base and the impact these have on Business and Private vBanking’s relationship with the client.
• Ensure a sound understanding of diverse client industries and business, management practices, strategic/influential decision makers, and the macro environmental conditions, opportunities and threats affecting the long term viability of the business and industry sector.

3. PORTFOLIO AND RISK MANAGEMENT

• Ensure a detailed understanding of all areas of risk associated with Business and Private Banking clients, products and services together with the risk management processes involved in securing and maintaining profitable deals.
• Ensure that subordinates take risk and opportunity factors into account and conform to the Bank’s risk policies, processes and procedures.
• Responsible for motivating sound business deal proposals for new facilities or facility modifications that require the assessment of credit or other risks and incorporates insightful information regarding business strengths and vulnerabilities.
• Ensure quality of applications to Credit is of a high standard
• Responsible for keeping up to date, follows up on and actively assists the Relationship Managers with deals which are high profile or of strategic significance to the bank
• Work closely with the Credit Risk team to ensure sound underwriting and portfolio monitoring
• Manage sectoral and concentration risks while maintaining sound asset quality.

4. RELATIONSHIP BUILDING

• Responsible for growing and maintaining a broad network of strategic stakeholders both internal and external to Business and Private Banking in order to ensure that the correct communication and decision making channels are open and available.

• Responsible for supporting the Relationship Managers in developing relationships with strategically significant and/or difficult clients to ensure that the strategy and business objectives of the client and the Bank are achieved.
• Ensure that actively builds credibility across all levels within the Bank via the skilful application of specialist knowledge and relationship building skill.
• Responsible for continually driving and role modelling a superior client orientated culture within Business and Private Banking which aims to exceed client expectations
• Ensure that supportive, open relationships exist between Relationship Managers and relevant stakeholders and service providers within the Bank.
• Responsible for gaining leads and access to strategically influential stakeholders in large corporate organisations. 

5. PEOPLE MANAGEMENT

• Responsible for empowering Relationship Managers to take full accountability for their relationships with and service delivered to their client base. Regarded as a support and backup to the Relationship Managers.
• Responsible for setting service levels, supporting and motivating the Relationship Managers to achieve their targets. Manages the integration, development and performance of the Relationship Manager to ensure that their combined efforts result in long term business growth and profitability.
• Responsible for assisting and coaching Relationship Managers in the co-ordination of business presentations to significant corporate clients with other specialists, banking product/service providers, in order to provide coherent, convincing, realistic deliverable and profitable services to the client and bring in new business.
• Responsible for fulfilling a staff management role and is therefore responsible for performance management, recruitment, career pathing, remuneration etc. within and across the Relationship Managers advises staff.
• Ensure that relevant and appropriate development opportunities and courses are available for Relationship Managers and Assistant Relationship Support Managers.
• Responsible for mentoring and coaching Relationship Managers in complex business decisions, business development strategies and tactics. Shares useful experiences and business wisdom in order to improve their level of knowledge, confidence and skill 
• Responsible for providing long term strategic direction to the management of clients and portfolios and the development of business relationships. Serves to focus the Relationship Managers and help them maintain momentum for maximum client orientation and value adding business.
• Responsible for assisting Relationship Managers in the development and implementation of client specific marketing plans.
• Responsible for selecting the most appropriate Relationship Managers to manage new clients via taking into account their experience, knowledge base, availability, personal and interpersonal traits, etc.
• Responsible for keeping all subordinates informed of imminent changes, which may impact their roles and/or client profiles.

6. SERVICE DELIVERY

• Ensure that client confidence is supported by solid delivery of expected benefits such as superior client understanding and orientation, cost efficient finance, improved efficiency of financial administration and reliability of required service standards.
• Responsible for demonstrating and managing the understanding of the implications of substandard and/or non-delivery of services.
• Ensure 100% availability of the team to meet the needs of a portfolio of Business and Private Banking clients
• Identify barriers to business development that emanate from sales and service delivery and develop strategies to overcome these problems with the relevant members of the team and the client.
• Ensure that the relevant processes, procedures, structures and policies are in place to support the Relationship Managers in reaching and surpassing predetermined service level agreements and targets. Continually seeks to improve these processes in order to improve efficiency, service delivery and the profitability ratio of the bank.
• Ensure that involved in and able to apply sound project management skill to ad-hoc projects within and across Business and Private Banking. Comfortably performs the role of a project leader and team member.

7. FINANCIAL MANAGEMENT

• Responsible for setting budgets and targets for the unit and Relationship Mangers, ensuring that they are fair yet challenging. To give valuable input into Business Banking’s budgets and targets.

8. PEOPLE MANAGEMENT 

8.1 Job Descriptions & Performance Contracts

·        Ensures that all Direct Reports have agreed and signed for their job descriptions.

·        Ensures that performance objectives are developed and that Performance Contracts are agreed and signed on an annual basis.

·        Gives internal training, mentoring and coaching as may be necessary.

8.2 Performance Management

• Conducts Performance evaluation for the Direct Reports on half yearly basis, using the agreed performance contracts.
• Submits annual Performance Evaluation Reports to Human Resources Department.
• Identifies and manages Poor Performers as per the bank’s policy. 

8.3 Staff Development

• Identifies skills gaps for Direct Reports and recommends appropriate training.
• Assists Direct Reports to develop and implement Personal Development Plans on annual basis 

8.4 Staff Leave Management

• Develops the Unit’s leave plan for the year, and submits to Human Resources Department, ensuring compliance with regulatory requirements and the bank’s leave policy. 

8.5 Staff discipline

• Ensures the Unit’s adherence to the bank’s Code of Conduct and Disciplinary Policy 

9.      COMPLIANCE 

·        Reads and understands the relevant material in order to comply with laid down Bank Policies, regulatory and statutory requirements. 

10.  CONDUCT 

·        Abides by, and upholds the Bank’s “Code of Conduct” regarding: professionalism, commitment, reliability, confidentiality, brand loyalty, behavior in and outside the Bank.

11.  GENERAL 

·        Must be willing to do any other reasonable and lawful duties delegated by his/her manager and must be carried out correctly and on time.

KEY PERFORMNACE INDICATORS

-        Business and Private Banking portfolio growth

-        Asset Quality (NPL’s write-offs, recoveries)

-        Revenue growth and sustainable profitability

-        Client acquisition and retention rates

-        Cross sell ratio and share of wallet

-        Customer satisfaction and Net Promoter scores

-        Employee engagement and turnover rates

-        Internal policy, regulatory compliance and audit ratings

MINIMUM Experience/Knowledge & Skills

·        Ten (10) years experience within a Business Banking environment, five (5) of which should have been at senior management level coupled with a solid financial background.

·        Exposure to Private Banking

·        Good Knowledge of the system and procedures

·        Strong networks within the corporate and business market.

·        Experience in high-level relationship building and maintenance.

·        Sound credit experience. 

·        Conceptual understanding of business mission and strategy, as well as the performance implications of this strategy with regard to market success.

·        Knows and understands the best operating practices specific to the business.

·        People and performance management principles and practice.

·        Team goal structuring and planning skills – knows how to leverage the expertise of the team.

·        Experience in leading a high-level service directed team.

·        Sound understanding of banking financial services mechanisms and the entire range of products and services useful to corporate organisations

·        Excellent Group dynamics and team building skills

·        Insight into the products and resources available within the Bank and how best to integrate them in order to create superior client orientated solutions and services. In-depth knowledge and understanding of Business Banking products

·        Utilises business acumen, specialist knowledge, wisdom and information gained from management systems and processes to pre-empt selling/cross selling opportunities and threats to Corporate Banking clients and the Bank

·        Excellent listening skills

·        Eye for detail