Job Description: Relationship Manager

Job Title: Relationship Manager
Manager: Head of Sales & Marketing
Division: Sales & Marketing
Direct Reports: None

Summary
PIC Solutions provides a wide range of customer management and credit risk consulting solutions that deliver bottom line benefits throughout the entire credit life cycle. It is this focus on the entire customer life cycle, from initial marketing activities right through to portfolio management and charge-off policies, that has made PIC Solutions the leading specialist credit risk management consultancy in the Africa Middle East region.
 
We are primarily a professional services company providing project management and integration services for credit systems, analytical capabilities and consulting solutions. The focus of all our services is to deliver significant ‘bottom line’ business recommendations and improvements that can be implemented in a realistic timeframe to our clients.
 
Our consulting deliverables cover a wide range of credit and risk management functions, including:

• Risk management structure

• Systems and technology

• Credit product and pricing

• Applications processing

• New business workflow

• Application decision policies

• New business profitability

• Application scorecards

• Behaviour scorecards

• Existing account profitability

• Credit limit management

• Authorisations policies

• Marketing campaigns

• Customer pricing policies

• Collections procedures

• Provision forecasting

• Custom training programmes

• Product design and launch

• Vendor and product evaluation

• Industry benchmarking

• Portfolio valuation

• Outsourcing options

Assignments may be conducted on a stand-alone project basis, with fixed costs and agreed deliverables and milestones, or as part of an ongoing retainer based contract. Typically, assignment will involve project management, onsite investigation, and analysis of available information, formulation of findings and recommendations, report writing, and presentation of results.
 
In addition to the deliverables from our three teams: Analytics, Consulting, Software, we also have an increased focus on credit risk products, either internally developed or in conjunction with alliance partners. These include a collections system, provisioning models, fraud detection and management software, scorecards and contact information cleansing software.
 
The Relationship Manager is the primary liaison with clients regarding day-to-day service. This includes regular scheduled meetings, identification of new requirements, and feedback on existing projects and assignments.
 
In addition, the Relationship Manager is responsible for sales of products and services to new clients, through prospecting and market analysis. This requires proposal writing, presentations and a thorough understanding of the clients’ requirements.
 
Relationship Managers are expected to contribute and participate in industry conferences, as well as travel to client and alliance partner sites in South Africa and the EMEA Region. PIC Solutions provides consulting solutions to over 150 clients in South Africa and the EMEA region from offices based in
  Cape Town, Dubai and Johannesburg.
 
Full details of clients and alliance partners can be found on the About Us page of our website.
 
Responsibilities

• Provide the primary business relationship for existing clients

• Conduct market analysis and prospecting to identify new clients

• Prepare sales strategies and contact plans

• Complete sales proposals and time estimates

• Initiate, plan and deliver client-site visits

• Liaise with the Analytics, Consulting and Software teams

• Write detailed trip reports

• Contribute and participate in industry conferences

• Develop close relationships with clients to identify additional areas for development and assistance.

• Work closely with the marketing team to maximise marketing initiatives

• Provide feedback of market requirements for ongoing product development

Requirements

Skills

• Excellent customer service orientation

• Ability to work with multiple clients/projects

• Detail oriented

• Strong analytical abilities

• Presentation skills

• Ability to cope with deadlines and tight schedules

• Ability to work with foreign cultures

• Ability to understand credit systems from the users perspective

• People and time management skills

• Excellent proposal writing skills

• Strong sales skills

Knowledge

• Consumer credit industry – clients, contacts, tools, trends, operations, technology

• Principles of scoring (Application and Behaviour)

• An understanding of account management principles and technologies

• An understanding of operational credit management functions and tools:

ú     Applications processing
ú     Credit limit management
ú     Customer service
ú     Authorisations policies
ú     Collections procedures
ú     Card issue/renewal
ú     Credit product terms and conditions
ú     Customer level management principles

• Software: Excel, Word, PowerPoint

Education

• Ideally a BA/BSc in business, economics, statistics, or related field

• Ideally credit industry qualifications

Experience

• Minimum of 3+ years in relationship management/sales in a business-business environment focused on consumer credit risk management, credit bureau, operations or collections.

• Consumer credit experience to include one or more of the following:

ú     Credit cards
ú     Retail credit
ú     Personal loans
ú     Current accounts
ú     Customer level management

Languages

• Second language preferred

Training

• The initial training period will be for 3-4 months in either the Cape Town or Johannesburg office, working closely with the Managing Director or the Head of Sales and Marketing.

• After 3-4 months, the Relationship Manager will then be allocated clients and projects as primary responsibility.

• Training will continue on-the-job and via mentoring and would typically be completed after 9-12 months, when the Relationship Manager would be expected to service a full complement of clients.