Lead, Relationship Management, Wealth and Investment

Purpose:

To lead a team of relationship managers ensuring they have the capacity, guidance and resources that they require to provide optimal advise, support and service to clients, to develop the business. Additionally, be accountable to manage an assigned portfolio of high net worth client accounts ensuring that their needs are met, thereby achieving the defined revenue targets through retention of existing business and acquisition of new business, in order to maximise the companies profitability.

Duties and responsibilities:

• Contribute towards the formulation and implementation of the regional wealth management strategy, in line with overall wealth management objectives and regional priorities. Provide subject matter expertise, strategic insights and performance metrics / reports to the leadership to facilitate the achievement of the respective strategic objectives. Translate and operationalise the strategy and monitor, measure and adjust plans to align with actual performance and the regional strategy.
• Establish and build relationships with clients based on mutual respect in assigned portfolio by delivering exceptional service levels, specifically focusing on a pro-active contact strategy and programme. Lead the team to achieve the same for the overall team portfolio.
• Ensure successful retention of existing customers in assigned portfolio by strengthening and expanding relationships. This is achieved by intimately understanding the customer, servicing the customer’s business and personal financial needs and focusing on the management of key accounts.
• Oversee effective identification, resolution and monitoring of client’s queries, complaints and requests timeously, following issues through to resolution. Ensure all cases of recurring problems are identified and rectified promptly.
• Lead acquisition of new business for the team portfolio in line with the Customer Value Proposition segment specifications and acquisition targets to increase market share. Maximise bank profitability and ensure value add to customers through cross-selling specifically focusing on wealth leads and lending opportunities. This includes the complete spectrum of Transactional Banking accounts, Investment accounts, Foreign exchange requirements, Non-Resident, Exchange control and Offshore banking requirements.
• Drive optimal client service ensuring the team signs up the client and explains the product features and benefits clearly. Ensure that client welcome pack, credit cards and cheque books are delivered, and client is active on all self-service channels e.g. Internet banking on apps, BOL where required. In addition, attend to pricing concession requests around transactional banking products.
• Manage the lending process including effective structuring of credit application, advising customers on lending product selection, ensure fulfilment and collateral preparation process, manage turnaround time and receipt of documents and restructure debt for efficiencies bringing a customer’s asset base under one roof.
• Contribute towards the preparation and management of the regional budget. Manage the “Cost of Sales” through evaluation of margins, cost of service and utilisation of the multi-channel delivery strategies. Measure, track, manage and be fully accountable for financial targets and budgets for portfolio.
• Manage the timeous completion of annual credit reviews on the portfolio and drive COA compliance with Transactional Relationship Managers.
• Ensure compliance with applicable regulations and legislation and adherence to standards, policies and procedures. Ensure proper record keeping as well as maintenance of information as per the applicable acts and procedures. Attend to client risk related issues, including KYC/FAIS and other regulatory matters.
• Lead and manage the pipeline, recruitment, on-boarding, development, performance, motivation and retention of the Relationship Management team to enable a high-performance culture while encouraging continuous improvement and innovation and increasing employee engagement within the team. 
• Coach and support Relationship Managers, ensuring that that are adequately capacitated to serve clients while exhibiting the appropriate behaviours to enable them to meet their financial targets.
• Lead the process of forecasting and pipelining for the team, identify opportunities and support the team in executing as per the forecast and in converting pipeline opportunities into sales to enable the achievement of individual and team targets.

Qualification and experience:

• Degree/equivalent in Finance, Business Administration, Law or related field. 
• MBA or equivalent 
• Completion of FAIS regulatory exams
• 8-10 years experience in Wealth Management
• The role requires client facing banking experience in private banking/private wealth/investment banking/commercial banking, with a good understanding of operational and administrative processes as well as risk and compliance standards and with a focus on maintaining high standards of service and problem resolution. In addition, the role requires experience in leading and managing operational teams in the banking ecosystem.