Assistant Relationship Manager - 12 Month Max Term

Assistant Relationship Manager

• 12-Month Max Term Contract
• Sydney Based

About the role:

Store teams are the shopfront for our customers across the Group.

We create value for our customers and staff by having Connect Conversations and meeting their needs face to face directly or referring to our specialist lenders, insurance specialists, and Business or Agri Bankers.

The Business Banking team aspires to connect Suncorp Group business customers and increase sales growth.

In this role you will support the District Manager and/or Relationship Managers to provide value to business customers across Agri, Commercial and Small Business channels in each regional market. You will support with managing and growing our portfolio of business customers.

More specifically, you will: 

Customer/Service

• Assist the District Manager or Relationship Manager to manage our relationships with customers within their assigned portfolio tier (our portfolios are tiered as sub $1M, $1M-$10M or $10M plus)
• Attend to client queries, ensuring all queries are responded to in a timely and professional manner and in keeping with established service standards
• Support improvement of the relevant customer service / customer satisfaction outcomes for the portfolios
• Proactive identification of client needs and the maintaining of customer files and miscellaneous records compliant with Suncorp policies and procedures and those of industry legislation
• Assist the Suncorp Group’s understanding of and meeting of holistic customer needs as well as lending needs (through genuine Connected Customer conversations). Collaborate across channels to meet customer needs
• Assist the wider region by collaborating with the Operations Delivery Manager (or other regional workflow controller), accepting and completing assigned tasks when required
• Keep our Customer Relationship Management (CRM) system up to date in line with CRM protocols
• Provide effective feedback to operational, segment and risk areas via the Operations Delivery Manager or Regional Manager on issues that have an impact on that area of Suncorp’s business
• Contribute to continuous improvement activity within the region
• Completing annual reviews

Profit & Financial

• Assist the Relationship Managers with miscellaneous administration of the customer portfolio ensuring all documentation and customer files are maintained in accordance with Suncorp’s policies and procedures.
• Extract and analyse financial statements, cash flow forecasts and other complex financial reports, providing accurate assessments.
• Identify and attend to client needs that may fall outside the scope of your role, including via referral of opportunities to established network of specialist lenders, insurance specialists, and Business or Agri Bankers within Suncorp.
• Draft and assist the District Manager or Relationship Managers to complete deposit funding and credit proposal papers.
• Develop relationships with intermediaries including Solicitors and Accountants, ensuring all referrals are referred to the Relationship Manager, District Manager or Regional Manager.
• Assist the Relationship Managers to generate opportunities for sales specialists for banking, insurance and life products using the agreed sales process

Risk

• Ability to identify an acceptable level of lending risk, in line with our Risk Appetite Statement, and to maximise profit from that transaction
• Support and demonstrate a risk management culture in line with Suncorp’s values
• Proactive identification and escalation of risks and issues related to your role responsibilities & captured as a service request in Ignite
• Comply with our complaint resolution process to resolve the matter, maintain our high service standards and mitigate further risks / losses
• Ensure a safe environment that allows all staff across Banking & Wealth the ability to escalate and discuss issues and risks with their Leader or LOR
• Accountable for maintaining high data quality standards by ensuring information captured in our systems and documentation are correct and maintained in a timely manner
• Accountable for operating responsibly within the parameters of your approved delegations
• Participate in conversations about risk with relentless execution of improving the way I, my colleagues and our functions manage risk consistent with the Leader Profile guidelines
• Ability to analyse complex financial statements and assist with preparation of detailed credit submissions, including identification of key risks and mitigants
• Achieve audit and compliance objectives with corporate policies and procedures, as well as complying with industry code of practice and legislative requirements

People

• Build strong and genuine relationships with key stakeholders and work collaboratively to drive a ‘one team’ approach ensuring effective support and service delivery and achieving customer and business needs.
• Contribute to developing a positive and proactive Safety and Wellbeing culture including meeting all safety and wellbeing compliance requirements.
• Engage in initiatives and opportunities to continuously build skills, knowledge and capability.
• Role model and live the Suncorp Values while adhering to all corporate HR policies.

What you’ll bring:

• Tertiary Qualifications in business, commerce, banking and/or finance are desirable
• Demonstrated experience in roles requiring growth and retention of a customer base
• Demonstrated experience in financial services

Key Capabilities:

• Demonstrated capacity to adapt to a changing environment
• Demonstrated customer focus
• Strong interpersonal skills - using appropriate behavioural styles to develop relationships and influence others
• Strong communication - a demonstrated ability to convey and explain information, coherently and confidently both oral and written
• Strong problem solving capacity - ability to seek out information and break down problems and situations into simple lists of components, options or alternatives
• Credit skills - understanding and application of risk analysis, cash flow analysis, portfolio management, evaluation and analysis of profit projections, property valuation, credit mediation, security requirements and credit checking
• Strong analytical skills and attention to detail
• Demonstrated commercial acumen - ability to recognise and implement business strategies to drive profitable growth, customer acquisition, customer experience and sales productivity
• Decisiveness – ability to make effective decisions in a timely manner
• Financial skills – understanding and application of pricing, margin, expense management, and profitability principles
• Negotiation skills – exploring opportunities with a view to mutual benefit and acceptance
• Planning and organising skills – establishing a process to complete goals (either personal or for others) and allocating appropriate resources to achieve such goals

Knowledge (factual or procedural information needed to perform in the role)

• Demonstrated understanding of the business, market and external environment
• Demonstrated understanding of the Group’s banking, insurance and life products and processes
• Sound understanding and knowledge of Financial Services Legislation requirements
• Understanding of banking and financial industry principles and regulations.

What we can offer you:

• Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
• A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
• Invest in your brighter future with ongoing study support and career development programs.
• Give back to our communities with payroll giving, donation matching and paid volunteer leave.
• Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.

About Suncorp Group:

We’re proud to be a part of the Suncorp Group family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most – while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you’re guiding people through life’s biggest moments or providing them with support in times they need it most, you’ll be driven forward by our shared customer obsession and supported at every step of the journey.

For over 100 years Suncorp Group has been driven by our guiding Purpose – to build futures and protect what matters. To ensure we deliver on that Purpose, we’ve made a commitment, built on trust, empowerment, and flexibility – to help our people unlock their full potential and unleash their best and brightest selves. With the backing and support of some of the most trusted names in banking and insurance, the Suncorp Group family provides our people with every opportunity to grow their career as they make a meaningful difference for our customers and our communities. We’re excited about what we can achieve together, working every day to be better, do more and realise the future we want to see just beyond the horizon.