CLM Portfolio Analyst at Absa Bank Limited

Job Description
Main accountabilities and approximate time split
Drive Business Performance: Time split 80%

• Drive Business Performance: Retail Banking
• Implement and drive the Data Led Engagements and Sales Strategy in all the retail banking segment to drive the desired annual/periodic income and balance sheet targets
• Track and report on product penetration and value management activities in all the retail banking segments utilizing campaigns across all the available channels through cross-sell, up-sell, down-sell, activation initiatives
• Reengineer promotions and campaigns based on the outcomes of previous retail banking campaigns
• Proactively manage and adjust DLS/CLM plans in response to changing customer needs and behaviors and emerging opportunities or business gaps
• Regular engagement with colleagues at both branch and regional levels on the various initiatives and campaigns under customer life cycle management strategic plan for the segment
• Build and maintain proactive relationships with internal stakeholders including product/proposition and segment heads including Enterprise, Lending, Bancassurance, Mortgages, Liabilities, Channels, Islamic Banking etc to drive performance.
• Work closely with the chief data office in implementing the data led sales and clearing house rules:
  • Confirm proper customer mapping to owner and engagement channel
  • Customer segmentation as prescribed by the products team
  • Manage data requests from branch and telemarketing teams
  • Determine optimal leads based on mapping and segmentation, and optimal leads volume per branch/telemarketing agent
  • Leads prioritization
  • Leads tracking and daily/weekly/monthly reports
  • Feedback dissemination to business
• Allocation and tracking of selling lists to telemarketing agents and branch
• 2. Drive Business Performance: Business Banking
• Implement and drive the Data Led Engagements and Sales Strategy in all the business banking segment to drive the desired annual/periodic income and balance sheet targets
• Drive product penetration and value management activities in all the business banking segments utilizing campaigns across all the available channels through cross-sell, up-sell, down-sell, activation initiatives
• Reengineer promotions and campaigns based on the outcomes of previous business banking campaigns
• Proactively manage and adjust DLS/CLM plans in response to changing customer needs and behaviors and emerging opportunities or business gaps
• Regular engagement with colleagues at both branch and regional levels on the various initiatives and campaigns under customer life cycle management strategic plan
• Drive Business Performance: Special Projects and Initiatives
• Drive business process enhancements aimed at improving acquisition, activation, value management and retention activities across the bank’s existing channels
• Drive product and channel level portfolio management activities in line with each product/alternate channel portfolio management plan
• Effectively drive the digital lead generation and management initiative
• Effectively drive the centralized lead management initiative
• Participating in any other strategic projects aimed at enhancing the banks customer life cycle management objectives
• Data and analytics
• Weekly cascade of the CLM portfolio management dashboard to support portfolio management activities by the complement of universal bankers and branch managers
• Provide a weekly analysis of the key opportunities and drivers of performance within the allocated portfolios
• Provide a weekly analysis of SME portfolio metrics
• Weekly analysis of the status of the Optimus and central lead management initiatives
• Global portfolio analysis of the retail and business banking base to derive customer level insights required to drive business decisions
• Provide monthly scorecard inputs to drive evaluation of colleagues’ performance across the branch network and telemarketing teams

Stakeholder Engagement & Management; Time split 10%

Stakeholder Management

• Ensure ongoing communications with key business stakeholders to help drive the achievement of the desired annual/periodic income, income per customer, balance sheet, active customer, product holding and digital penetration targets
• Ironing out of any CLM and DLS related issues rising through dialogue with stakeholders or analysis conducted
• Maintain a “feedback loop” with key stakeholders and engage on any emerging strategic developments or issues affecting execution of the laid out strategy

Team and Personal Development; Time split: 5%

• Team Development
• Work closely with colleagues across all the functional areas to help deliver exceptional results
• Build effective relationships, influence and motivate teams to ensure their whole hearted commitment to effective implementation of CLM and DLS
• Deliver high impact solutions to challenges faced in achieving CLM/DLS objectives
• Self-Development
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas of development

Risk and Control; Time split: 5%

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements and internal policies and standards as well as relevant procedure manuals
• Understand and manage risks and risk events (incidents) relevant to the role

Technical Skills / Competencies

• Good written and verbal communication
• Good organizational and coordination skills
• Stakeholder Management skills
• Strong problem-solving skills
• Business Acumen
• Commercial Effectiveness
• Strong influencing skills
• Networking ability
• Strong Analytical skills