Manager, Portfolio

Full time Standard Bank in Banking Email Job
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Job Description

Job Purpose

To assist the Relationship manager to grow and maximise customer experience, portfolio profitability /return in the Commercial segment by:

  • Having a deep understanding of products used by Commercial clients and to have the ability to engage with clients as part of the front line.
  • Providing an overall credit origination and risk management function on the portfolio.
  • Taking accountability for sound portfolio management and ensuring sales opportunities are leveraged.
  • Coordinating the Eco System model within the portfolio through control and stakeholder engagement.

Key Responsibilities/Accountabilities

Customer experience

  • Make full use of Customer Service Unit (CSU) and ensuring that all routine and back office aspects of the role are continually dealt with by them, and encourage clients to adopt the CSU model.
  • Ensure that all service and routine requests that can be dealt with by CSU are appropriately logged and directed.
  • Serves as a secondary point of contact for all commercial customers within the portfolio and acts as Relationship manager in the office.
  • Ensures that customer service expectations are met and exceeded.
  • Constantly applies and achieves service principles and standards.
  • Performs proactive liaison role, with appropriate product specialists and other internal support divisions.
  • At times accompanies the Relationship Manager on client engagement and assists to solve customer experience issues.
  • Portfolio analysis – to use the existing RM and PM client knowledge in conjunction with the use of the various empowerment tools (PMT, SMT, Quicksilver, Salesforce, etc.) and the various Insights tools (Africa Portal, Sector insights, CVP’s, Bizinsights etc.) to understand the client needs and to look for opportunities to further entrench the holistic relationship with the bank.

Customer Relationship and portfolio management

  • Identify and action opportunities for cross and up-sell.
  • Conduct portfolio analysis for every Relationship Manager Client visit based on opportunities noted on Sales Force, Quick Silver and deep drill analysis on Portfolio Management Tool.
  • Ensure that customer information is accurately captured on Customer 1st.
  • Ensure that opportunities are constantly logged onto Sales Force and manage progress.
  • Ensure all risk groups are correctly reflected on Sales Force, and that data linkages required for appropriate reporting is correct.
  • Ensure a thorough understanding of clients business within the portfolio by accompanying relationship managers on customer visits and fulfill all administration requirements including credit origination.
  • Implement a customer relationship management strategy to ensure that regular customer engagement takes place within the respective portfolio.
  • Housekeeping – Track and monitor performance to ensure risk group management is maintained within and in line with Commercial Customer Value Proposition.
  • Responsible for capturing of call reports on Sales Force where customer engagements have taken place directly by Portfolio Manager with customer.
  • Utilise the Commercial Banking tools optimally and regularly, to investigate and interrogate customer’s portfolio data in order to identify revenue growth opportunities in support of the overall strategy of the segment.
  • Explain and promotes additional value adding solutions to existing customers when necessary.
  • Constantly manage unspecified names and ensure all portfolio data correctly loaded to maximise revenue flows.
  • Maintain a list of expiry dates for exchange control approvals, and ensure new applications are submitted 8 weeks before expiry.
  • Ensures the timeous completion of all concession reviews.

Credit and Risk management

  • Captures all required balance sheet information on Spreadpac for assessment purposes.
  • Completes CRS ratings for portfolio in conjunction with the Relationship Manager.
  • Interprets business and financial information to prepare and motivate credit applications in line with credit requirements.
  • Assists the Relationship Manager in preparing Entrepreneur forum and business development forum / pre-credit forum papers when applicable.
  • Originates all requests of a credit or collateral nature on behalf of the customer, in consultation with the Relationship Manager.

Review collateral recorded on SMS and identify collateral that is: valid and required to continue to be held; obsolete and/or no longer valid; restricted to indebtedness arising from a specific lending product or credit agreement and missing.
Request credit authorization in the credit application to file obsolete and/or release collateral that is obsolete, no longer valid and/or no longer required.

  • Interacts with customers to obtain and analyse financial material (e.g., debtor’s lists, management accounts, cash flow budgets, financials etc.) in terms of agreed covenants and ensures that timeous annual credit reviews are completed.
  • Monitors daily excesses to ensure that customer facilities are managed within the parameters set by credit.
  • Ensures that limits are timeously reviewed and renewed / arrangements concluded as per agreements and sanction.
  • Accurately and efficiently collates and checks collateral documentation and mandates for banking facilities and ensures updated collateral values are obtained and logged.
  • Ensure legal documentation captures the essence of the original request and that any terms and conditions are realistic and measured.
  • Manages the timeous regularisation of facilities letters and conditions of approval.
  • Monitors and proactively manages all risk measures within target (e.g., COA’s (conditions of approval), outstanding reviews, and facility letters including cancellation of obsolete COA’s).
  • Manage expectations with regard to expected turnaround time to customers to ensure that their expectations are managed.
  • Motivates and processes credit applications to improve turnaround times, increase revenue growth and meet customer expectations.
  • Together with the Relationship Manager explores alternative solutions in event of credit declines.
  • Accompanies Relationship Manager on customer visits where appropriate to ensure that client’s requirements are understood.
  • Engages all necessary stakeholders in order to ensure customer requirements are met.

Operational Risk and compliance

  • Ensures that the portfolio complies with general banking and credit policies and procedures.
  • Supports the implementation of the Financial Intelligence Centre Act (FICA) to ensure adherence to record-keeping requirements with the support of the CSU.
  • Ensures compliance to all applicable legislative requirements such as the National Credit Act (NCA), Consumer Protection Act (CPA), Anti-Money Laundering (AML), Protection of Personal Information (POPI), Code of Banking Practice, etc.
  • Ensure all AML requirements are met and accurately captured on customer 1st.
  • Ensures adherence to all regulatory and compliance risk requirements within the laid down time lines.
  • Completes all regulatory training on network next prior to deadlines.
  • Bring to the attention of the Relationship Manager/ Centre Manager any compliance, regulatory or reputational risks they become aware of within their client base.
  • Preparation and completion of account mandates in line with AML and KYC guidelines.
  • Proactively monitors and actions all KYC and AML remediation lists.
  • Scrutinise all reports that are used on portfolio. (2052c, 2084c,2905,2936, 2937,6878, and 8665c)

Eco System Coordinator

  • Assist relationship managers in completing the Customer Value Chain Analysis (Eco Systems) and coordinate Eco System activity.
  • Coordinating the Eco System model within the portfolio through control and stakeholder engagement.
  • Act as the primary point of contact for the customer eco system.
  • Co-ordinate the Client Service Team (“CST”) meetings that should include Identified specialists across PBB.
  • Hive Updating.
  • Continually monitor progress of opportunities with the CST.


  • Achievement of revenue growth and financial targets.
  • Ensure revenue is appropriately recovered as per agreement with clients and opportunities.
  • Ensure that pricing recoveries are made and that concessions are managed – constantly review to ensure minimal revenue leakage and maximum revenue recoveries.
  • Reducing Revenue leakage – as an example, ensure upon account closure that BOL profile and or other SBSA debit orders are transferred to another transactional account.
  • Monitor revenue and business flows committed by customers.

Preferred Qualification and Experience

Business Commerce Degree
Any business related degree.
Must complete one of the Qualifications listed on the FSB recognised list (for FAIS qualifications) within the allocated time.
Must complete the RE 5 examination within the allocated time.

3-4 Years Previous experience as an account analyst or similar position to gain exposure to lending principles and customer service or experience in credit or retail credit collections as a credit analyst responsible for assessing credit applications is preferred. Relevant intermediary experience in respect of the FAIS product subcategories applicable to this role.

Knowledge/Technical Skills/Expertise

Effective Business Communication
Application and Submission Verification
Customer Understanding
Account opening and maintenance
Product Related Systems
Customer Acceptance and Review

PLEASE NOTE: All our recruitment and selection processes comply with applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraudline on +27 800222050 or forward to


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