Prestige Lead Generator (Muthaiga Branch)

About the role

This role is predominantly branch-based, supporting prestige clients within a defined catchment area through in-person engagement, financial planning, and personalized relationship management. The role leverages both face-to-face interaction and digital tools to deliver a high-touch, advisory-led client experience.

Responsible for recruiting, developing, and maintaining a portfolio of up to 800–1,000 prestige clients by offering tailored, relationship-based financial solutions that align with their evolving needs. Focused on achieving business growth, portfolio health, exceptional customer experience, internal controls compliance, and professional development through continuous engagement and service excellence.

Ensures that each client relationship is proactively managed, with a consistent rhythm of contact, financial reviews, and need-based conversations. While the role is anchored in the branch, the Prestige Banker is expected to engage with clients both in-person and virtually, as well as collaborate with product, operations, and service teams to deliver an integrated banking experience.

Sales Performance (35%)

• Collaborate with other business functions to devise and execute sales initiatives, maximizing cross-selling and enhancing customer profiling opportunities in the prestige segment.
• Rigorously execute campaigns when required, in collaboration with the Branch Manager and the business to grow the prestige segment.
• Develop territory-specific growth strategies with Regional Business Teams, Direct sales team, Asset Finance, CIB, and Bancassurance to maximise cross-selling and better customer profiling opportunities to identify and engage prospective clients across the country.
• Leverage digital channels and virtual platforms to drive customer acquisition, engagement, and onboarding.
• Develop territory-specific growth strategies tailored to regional trends and remote client needs.
• Focus on new-to-bank and cross-selling to existing customers to drive growth within the segment.
• Vigilantly monitor personal performance daily to surpass the targets set for new and existing clients and take decisive action to rectify any performance deficiencies.
• Proactively seek out new prestigious clients within and outside the bank's customer base to drive client acquisition.
• Attain a comprehensive understanding of all Retail and Business Banking products to cater to customer needs effectively.
• Devise and execute sales strategies tailored to the requirements of emerging affluent clients, ensuring consistent achievement of individual sales targets.
• Ensure prompt funding of high-quality sales and new accounts within your portfolio at customer onboarding.
• Drive business targets by strictly adhering to turnaround time and delivering service to the highest standards.
• Actively champion Forex products and services among emerging affluent clients to contribute significantly to overall Forex revenue targets.
• Deliver personalized Forex solutions that address clients' international transaction needs, providing them with competitive and comprehensive offerings.

Portfolio Management & Growth (30%)

• Maintain and deepen relationships with emerging affluent clients, ensuring ongoing client satisfaction and long-term engagement.
• Cross-sell relevant banking products and services, ensuring clients' financial needs are fully addressed.
• Continuously conduct market intelligence to identify new markets, customer trends, new government directives, and changes in policy by regulators.
• Conduct regular reviews and provide tailored financial advice that aligns with the clients' evolving needs and financial goals.
• Engage clients in discussions about their financial objectives and offer solutions that promote portfolio growth and client loyalty.
• Focus on growing the portfolio's liabilities (deposits and investments) by encouraging clients to increase their holdings with the bank.
• Promote asset growth through targeted lending products and other financial services, ensuring clients are aware of and utilize the bank's offerings.
• Deliver sales through excellent service, ensuring that every client interaction is an opportunity to enhance the relationship and grow the portfolio.
• Should not close an existing account in your Branch/domiciled in another Branch with a view of re-opening a similar account.

Grow Product Per Customer / Net Active Customer Growth (5%)

• Ensure growth of active customers within the portfolio.
• Drive customer engagement, retention, and acquisition.
• Ensure utilization of digital channels, personalized engagement, and retention efforts to ensure net customer growth.

Portfolio Net Promoter Score (10%)

• Ensure high levels of client satisfaction by maintaining a strong focus on Net Promoter Score (NPS) for the individual portfolio.
• Utilize digital tools to deliver a seamless customer experience.
• Resolve client issues through remote support channels and coordinate with in-country service teams.
• Manage service escalations, primary servicing through in-branch engagements supported by periodic outbound client visits where necessary.
• Collaborate with branch colleagues to ensure that service standards are met, and clients are satisfied across all touchpoints.
• Ensure excellent customer experience is always maintained.
• Address client queries and complaints promptly, ensuring timely resolution and communication.
• Ensure customer data is always up to date.
• Ensure SLA in account onboarding and loan processing is always achieved.
• As per the agreed SLA, action client feedback to continually improve service delivery and strengthen client relationships.
• Proactively manage potential service issues before they escalate, ensuring a smooth and positive client experience.
• Maintain strong presence on the banking floor to ensure walk-in prestige clients receive priority and high-touch service.

Accuracy & Efficiency (5%)

• Maintain high operational efficiency and avoid RTS-related claw backs.
• Tighten controls on settlement issues, reducing process delays and inefficiencies.

Impairment Management (5%)

• Manage portfolio risks in line with the bank's portfolio appetite.
• Minimize impairments and manage customer defaults.
• Proactively monitor portfolio health to support risk management.

Customer On-Boarding Accuracy (2.5%)

• Ensure accuracy in capturing customer information in the core banking system when onboarding.
• Ensure new business is properly booked and all income due to the Bank in terms of charges, commissions, and fees are collected as per current tariff.
• Manage cost within the prestige portfolio.

Compliance Management (2.5%)

• Adhere strictly to Absa Bank's policies and procedures, particularly concerning KYC, AML, and operational risk management.
• Ensure proper KYC is conducted on accounts onboarded.
• Ensure that Absa Bank's policies and procedures are always adhered to when handling different products.
• Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
• Effectively carry out branch snap checks as assigned by the assistant branch manager.
• Maintain client files and documentation for all applications.
• Ensure branch documentation and audit readiness for all prestige accounts.

Training (2.5%)

• Participate actively in personal and professional development, completing all mandatory training on time and ensuring no overdue training sessions.
• Work closely with branch management to create a collaborative and productive work environment.
• Contribute to the development of a strong team by sharing knowledge, mentoring peers, and participating in team-building activities.
• Participate in regular virtual training sessions and knowledge-sharing forums with colleagues across the country.
• Leverage digital platforms for peer learning and regional collaboration.
• Ensure the assigned e-learning and internal training activities for self and direct reports are undertaken within set timelines.
• Determine and manage Training Needs Analysis and own succession planning.
• Manage your own leave by working closely with your Line Manager.

Leave Management (2.5%)

• Manage personal leave in a way that ensures continuity of client service, coordinating with colleagues to cover responsibilities during absences.
• Ensure that the wellness and individual growth drive is upheld.

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required).