Assistant Relationship Manager at Absa Bank Tanzania

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.

Job Summary

Support the Relationship Managers to deliver full year STP: Revenue, Balance Sheet (Assets & Liabilities)

• Active use of Salesforce system for Pipeline and Call report logging.
• To be the preferred partner for clients through Service Client Engagement and Service Delivery
• Client Survey and Complaints Management.

Job Description

Main accountabilities and approximate time split

Company

(60% Weighting)

• Drive Client uptake and utilization of Digital channels (AAO, GepG, Bulk Mobile disbursements) e.tc.
• Identify Income opportunities through service engagements and monitor Pipeline on Salesforce:
• Actively do qualitative analysis of MYMI data with regards to Income management e.g. check drop in income / dormancy / decrease in volumes / income leakage/ pricing implementation correct
• Support RM to drive liabilities growth with increased focus on higher yield LCY and FCY CASA Ba
• Cross sell and upsell on existing Clients:
• Clients not using their facilities.
• Clients not using EB- payments and collections
• Client who has opened account but are not using the accounts (Dormancy/NTB)
• Support RM to win Primary Banker Mandate Empower colleagues to take ownership and deliver a quick turn- around. Always ensure quality and work to reduce the number of incidents, queries and complaints.
• Monitor Shadow Revenue targets in FX, Card Acquiring, and any other RBB income.
• Excesses to be managed with clients and solutions to be found after analysis of excesses or proactively via the credit review process or the like (By 10am). Excesses will include settlement limits being put into place to ensure BAU efficiencies. Closed dormant accounts; Excess management response; identify trends and use in discussion with Credit
• Adhere to clean desk policy and comply with the Chinese wall and Confidentiality policy.
• Ensure client drawdown, repayment and security maintenance documents are submitted on time to RCU for processing with the exception of LCs request.
• Ensure preparation and submission of relevant documents to Auditors for reviews and medium risk reviews.

Clients/Customer30% Weighting)

Clients/Customers

(30% Weighting)

• Ensure Client engagement sessions and ensure that the quality of the Client engagement is at a high standard. Engagement includes face to face visits / telephone / Teams / Video Conference.
• Client service engagements must be properly planned with clear agenda items and deliverables - provide a Call report on each Client Service engagement, documented in Salesforce. The Client engagements should have a framework of including any of the 5 key ARM Focus areas.
• Client Onboarding.
• Credit.
• Product Collaboration.
• Security Management.
• Income Management.
• To provide and commit to a schedule of clients that will be engaged within the year.
• Taking ownership of the credit process from credit approval stage to drawdown (End-to-End). This includes follow up with RCU to ensure CPs are completed timely and drawdown is achieved within the SLA.
• Account Opening and Maintenance process (Maker role): Complete KYC documents gathered from clients, vetting of Customer mandate, input forms, Customer screening, scanning of docs in Sybrin, data capturing on e-box.
• Securities Maintenance: Post Sanctioning Support.
• Achieve a minimum of 6 face-to-face Client calls per month (Captured in Salesforce). 50% of the calls should be with RM or product partner.
• Client Onboarding Support RM to achieve 5 per RM “New to Bank” clients through account opening.
• Proactive responding to, managing and resolving Client complaints. Take ownership and deliver a quick turnaround. Always ensure quality and work to reduce number of incidents, queries and complaints.
• Monitor the Migration of Clients after approval and process has been adhered to ensuring that there is a positive client experience with the transition.
• Use service engagement evidenced by:
• 2025 client survey.
• Complaints Management Report.

Internal Stakeholders Team Feedback.

People (5%)

• Own career development conversations with line manager and seek mentorship
• Manage the internal and external stakeholders through effective collaboration (Product Partners, Credit and Senior Management)
• Own and drive the corporate banking business on the designated portfolio through collaboration with the team
• Actively participate in local or regional pipeline calls were applicable
• Live the Absa values
• Training Plan Execution
• Attend training in areas of personal development and Leadership
• Provide weekly Business Insights to Corporate department

Risk and Controls Objectives (5%)

• Adhere to Absa Bank Tanzania policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
• Responsible for Financial Crime, Compliance and Regulatory Risk
• No overdue issues from Audit or any other Risk and Control reviews conducted.
• Timely preparation and submission of covenant testing, annual and interim reviews.
• Adhere to the RDARR policy, standards and framework and comply with risk management practices and behaviours as it applies to RDARR, and my role as a Data Steward and Process Stewards
• All mandatory training completed to deadline

Technical skills / Competencies (5%)

Personal Attributes

• Driven
• Meeting customers’ needs
• Managing relationships
• Communication
• Self confidence
• Analytical thinking
• Judgement
• Thoroughness
• Initiative
• Active listening
• Working with others

Knowledge, Expertise and Experience

Skills Required To Undertake The Role

• Basic keyboard skills.
• Proficient in use of internal computer systems.

Knowledge of the bank’s products, services and policies required to undertake the role:

A Good Knowledge Of

• Branch based products and services frequently used by Corporate/Local Large Development Organisation customers including features, tariff/pricing and availability.
• Internal instructions/procedures
• The roles and responsibilities of other members of the Relationship Team.
• Products and services offered by other areas of the Absa Group which are frequently used by Corporate/Local Large Corporate customers including features, tariff/pricing and availability.
• The Bank’s service standards.
• Certain products, processes or issues to act as ‘Team Expert’ in areas which complement detailed knowledge of other team members.
• Understanding of the roles and responsibilities of individual based in other areas of the Absa Group who could typically have some involvement with the customer base.
• Awareness of legislation affecting the Bank and customers.

Other Requirements Specific To The Role

• There are no specific qualifications other than the Bank’s entry requirements.
• Undertaking or having completed A.C.I.B. examinations, relevant professional qualifications would be an advantage.

Training likely to assist effectiveness in the role and may have been completed prior to undertaking this role:

• Technical Securities
• Financial Analysis and Lending skills
• CCRS familiarity
• Business development and selling skills
• Negotiation skills

Others * Please give details.

Absa Values

Absa’s Values And Behaviours Represent The Set Of Standards Which Governs The Actions Of All Of Us Who Work For The Bank And Against Which The Performance Of Every One Of Us In Absa Are Being Assessed And Rewarded

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Education

Higher Diplomas: Business, Commerce and Management Studies (Required)