Head Client Coverage

Job purpose description:

• Accountable for cascading the PBB country Client Coverage strategy and executing in alignment with PBB countryobjectives (e.g. Relationship Banking, Direct Banking etc.);
• Overall accountable for the achievement of the operating income, controllable costs and client objectives through the coverage teams;

Business accountability - Impact on end result;
Shared - Jointly accountable with peers in our outside immediate department;

Accountability for problem solving:
a) Degree of guidance received to solve problems:
Generally defined - general principles with guidance from top management;
b) Degree of original thought required to solve problems:
Adaptive - Requires analysis, interpretation and significant judgment;
Description or examples: Jobholder relies on knowledge of the frontline processes and systems, and experience in delivering sales and service objectives through the Client Service Teams. Jobholder is guided by the PBB
country objectives;

Accountability for planning of activities:
Integration of functions that are diverse in nature;

Discretion allowed for decision making;

Outputs:
a) Client:
• Provides input into the development of the overall PBB Country strategy.
• Implements the Client Coverage strategy, delivers agreed financial and non-financial outcomes through the provincial teams;
• Ensures consistent implementation of Relationship and Direct Banking objectives; and ensures adherence to the toolboxes and seeks approval for customisation where relevant;
• Drives the bank’s multi-channel strategy through optimisation and usage in alignment to client requirements and offerings;
• Drives all relevant initiatives that will focus on increasing effectiveness of digital channel usage by all segments;
• Actively seeks new business initiatives to grow clients within the local markets;
• Drives digitisation of all processes in the client coverage network in alignment to the strategy of client using all relevant channels and platforms e.g. ATM ́s, Enterprise Direct, Voice Branch etc;

b) Financial Management:
• Accountable for client growth (acquisition through Ecosystems), client level revenue, controllable costs, operating income, client experience (joint accountability with Relationship and Direct) and other defined shared team goals (i.e. productivity);
• In conjunction with relationship and Direct Banking defines the financial outcomes in order to deliver its objectives;
• Monitors implementation of agreed financial and non-financial outcomes and ensures that remedial actions are implemented in collaboration with Relationship and Direct Banking teams;

c) Risk, Regulatory, Prudential and Compliance:
• Contributes to the development of the PBB country client risk framework and risk appetite;
• Adheres to risk framework, appetite, risk control procedures, governance and risk toolbox;
• Drives satisfactory audits and ensures that there are no repeat unsatisfactory findings as gauged by operational losses;

d) People:
• Identifies current and potential employee skill requirements in consultation with the PBB Human Capital Business Partner;
• Determines and guides performance and associated award in consultation with PBB Human Capital, and in alignment with SBG guidelines for own team;
• Ensures alignment to the PBB Human Capital standards with regards to all employee-related matters for own team;
• Provides input to talent strategy developed by PBB Human Capital for own team;
• Mobilises employees in order to fulfil the bank’s objectives regarding customer service; sales; people management and engagement; transformation; risk and compliance;
• Leads, inspires and coaches a team of professionals, develops talent, creates succession to key roles;

e) Physical Infrastructure:
Identifies workspace requirements for Client Coverage resources and is responsible for monitoring and managing related costs;

A business commerce degree (e.g. B.Com; BA LLB);
A post-graduate degree (e.g. Chartered Accountant; MBA) is an advantage;
8-10 years experience in banking or financial services (including experience in the field coupled with experience in a head office environment);
Knowledge of all business processes within a bank, including all procedural and regulatory restraints;
Basic financial knowledge;

Technical Competencies:
Operational Planning (Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others);
Client Understanding (Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others);
Customer Reception and Channelling (Proficiency Level: EXPERT - Provides leadership in this field both within the
organisation and in the larger industry);
Financial (Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others);
Risk Management (Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others);
Product Knowledge (Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others);

Behavioural Competencies:
Team Working;
Directing People;
Valuing Individuals;
Developing Strategies;
Empowering Individuals;
Generating Ideas;
Embracing Change;
Producing Outputs;
Making Decisions;
Establishing Rapport;
Showing Composure;
Seizing Opportunities;

Empresa líder em Banca / Serviços Financeiros / Seguros