Director Client Relations

Job Description

1. Nature & scope

The position holder will be required to draw up the annual marketing plans for each geographic region and oversee the implementation of these plans for the achievement of the Bank’s objectives in these areas.  The position holder will also be required to supervise Regional Managers and identify the Bank’s key/core customers in each region and draw up Account Management Plans for the top 20 customers in each region for the purpose of maximizing cross selling of the Bank’s products and services.

2. Duties and responsibilities

a)  Leads the preparation of an annual Regional Marketing Plan derived from the Bank’s Strategic Plan for Management’s Approval;

b)  Manages a portfolio of clients with deliberate cultivation based on proactive individualized plans.  These plans would be developed in coordination with the product teams and should be designed to increase client engagement;

c)  Provides high-level client service to each client or government organization;

d)  Leads Client Relations team members to accomplish functional and departmental goals to ensure high level client service.  This includes coaching team members;

e)  Ensures and leads Deal team coordination across the Bank’s products and geographies and researches, develops, refines and evaluates specific client relations services, programs and events to further engage current clients;

f)  Finding out what information, products or services the customer requires to meet his/her needs, providing clear, accurate and relevant information;

g)  Maintaining a strong working knowledge of client portfolios / products with the Bank and resolving customers’ queries within agreed parameters;

h)  Signing off file notes after any client meetings, summarizing any additional actions required, including follow-up calls;

i)  Sales activity planning, including reviewing existing customer files to identify sales opportunities;

j)  Undertaking commercial negotiations and managing and leading new business pitches;

k)  Ensuring compliance with legal requirements, industry regulations, organizational policies and professional codes for all business development activities;

l)  Leading implementation of marketing plans as approved by the Bank and actively securing mandates and business in the Bank’s market segments;

m)  Implementing strategies for entering various segments of the trade finance market and investment banking in the region;

n)  Evaluating and reviewing new business Pre-Assessment Memos and Credit Proposals from the various branches, Product teams and Head Office and making recommendations on the same to management;

o)  Representing the Bank in high level meetings, fora and making presentations in conformity with the high standards for which the Bank has become known;

p)  Managing staff in the Client Relations Department;

q)  Managing staff, Bank’s assets and property at the Branch in liaison with the Administrative Services Department;

r)  Maintaining and improving the Bank’s image across the continent; and

s)  Any other duties as may be assigned by Senior Management.

3. Skills, Knowledge and Attitude

•  Post graduate degree in Business Administration, Banking or Finance from a recognized University or a recognized post graduate professional qualification in Banking;

•  Sound experience of at least 12 years with a leading financial services organization and familiarity with the major trade finance products to be offered to clients especially syndication, co-financing, club deals, correspondent banking products including letters of credit, factoring, forfaiting, structured trade finance, carbon financing, corporate finance risk participations, project-related financing and considerable knowledge of how these work;

•  Track record of building strong relationships with executive decision makers and influencers;

•  Ability to communicate and function in a culturally diverse and change oriented setting with good knowledge of banking practices in Africa;

•  Ability to interact with senior officials of banks, corporates and governments and to represent the Bank in important professional fora where oral presentation of papers will be necessary to high level technical and professional audiences;

•  Excellent verbal and written communication skills in English. Knowledge of  the Bank’s other working languages is an added advantage (French, Arabic and Portuguese);

•  Demonstrated leadership capabilities, including ability to organize and manage human resources to attain goals;

•  Strong interpersonal skills, superior intellect, and an outstanding ability to communicate at all levels;

•  Demonstrable problem-solving, quantitative, and analytical skills; strategic and creative thinking;

•  Strong personal ethics and moral compass; and

•  Flexibility and able to manage frequent travel;