Customer Portfolio Manager

PayInc is a purpose-driven payments provider building on over 50 years of trusted history in South Africas payments ecosystem. Our mission is to connect people businesses and economies through secure efficient and inclusive digital payments infrastructure and be a catalyst for financial inclusion and economic growth. From EFTs and cards to PayShap PayInc provides the backbone that enables money to move safely across the economy. At our core we exist to make great connections empowering participation enabling growth and ensuring no one is left behind.

In everything we do PayInc is committed to achieving customer excellence. We strive to exceed client expectations by delivering reliable innovative and responsive payment solutions tailored to each customers unique needs. Our dedicated teams prioritise seamless experiences actively seek feedback and foster open communication to ensure that every interaction adds value and builds trust. By consistently upholding the highest standards of service and integrity we aim to create lasting partnerships and contribute to the ongoing success of our customers in an ever-evolving digital landscape.

Role Customer Portfolio Manager

The Customer Portfolio Manager is a commercially focused role responsible for maximising the value of a customer portfolio through strategic relationship management executive-level engagement and a strong understanding of customer business drivers. As the senior point of accountability the role translates customer strategy into actionable opportunities ensuring the delivery of high-impact solutions through effective collaboration with internal teams.
A Customer Portfolio Manager is responsible for building managing and sustaining long-term high-value relationships. This is achieved through proactive engagement with senior customer executives and key stakeholders supported by a deep understanding of each customers business strategy operating environment and evolving needs.
Acting as the primary point of accountability between customers and internal cross-functional teams the Customer Portfolio Manager ensures that customer requirements are clearly articulated prioritised and translated into effective timely and fit-for-purpose solutions. The role spans the full customer lifecycle with a strong focus on service excellence issue resolution value delivery and continuous relationship enhancement to drive trusted collaborative and mutually beneficial partnerships.
The Customer Portfolio Manager is accountable for developing and executing a customer-centric portfolio strategy with a clear emphasis on customer retention relationship recovery where required and sustainable commercial growth. This includes initiating and leading strategic customer initiatives overseeing the financial performance of the portfolio and ensuring alignment between customer objectives and organisational priorities.
A key expectation of the role is the development and maintenance of robust insight-driven customer account plans tailored to the specific needs risks and opportunities of each customer. These plans serve as the foundation for coordinated engagement opportunity management and proactive service delivery ensuring that customer value is maximised and commitments are consistently met.

STAKEHOLDER ENGAGEMENT
Broad-based customer representatives
External Stakeholders
Internal stakeholders

KEY RESPONSIBILITIES
Define the Market - Ability to analyze the external environment and appreciate its importance in the formulation of PayIncs strategy
Shape the Strategy - Ability to help shape a clients strategy by providing insights to help them create an advantaged position in the market
Develop Sector and Offering Knowledge - Ability to build sector and market offering knowledge and apply it to influence a clients strategic direction
Strategic Impact - Supports the Senior Manager on delivery of designated engagement / project managing the implementation of the agreed deliverables
Strategic Direction - Understands objectives for clients and PayInc aligns own work to objectives
Solutioning - Ability to operate in an agile environment and work independently Cross Consulting / Core Professional Capabilities
Delivery Excellence - Ability to produce a high-quality work product and collaborate with others to deliver a superior client experience
Knows the Business and Sector - Ability to understand how business functions operate and how sector trends impact a clients business
Analytical Thinking & Problem Solving - Ability to select appropriate methods for collecting and analysing data and develop informed recommendations that
shape or support the clients business strategy
Financial Acumen - Ability to incorporate financial information when evaluating strategic options
Client Presence - Ability to deliver key messages with clarity confidence and poise to instill confidence in clients
Logical Structuring - Ability to organize insights and define a logical flow to tell a story when presenting recommendations
Global Mind-set - Ability to apply a global and diverse perspective to problem solving
Technology Fluency - Ability to apply technical knowledge to address client business

FINANCE - FINANCIAL MANAGEMENT
Retain and grow customer participation volume
Identify effective measures to retain and grow business
Effective and responsible use of marketing/customer entertainment funding
Contribute to annual budget setting
Manage and control individual and relevant interventions projects and programme costs
Track monitor and manage customer invoices post 90 days and follow up on unpaid issues escalated from the Finance department
Monitor and analyze customers usage by product

STAKEHOLDERS - STAKEHOLDER ENGAGEMENT
To develop and maintain optimal customer relationships so as to create value for both customers and PayInc
Delivery on internal and external stakeholder service and delivery requirements
Be the primary point of contact and build long-term relationships with customers
Help customers through email phone online presentations and in person meetings
Develop a trusted advisor relationship with key accounts customer stakeholders and executive sponsors
Responsible for keeping current clients satisfied and delivering exceptional customer service on a day-to-day basis
Create manage and deliver a positive customer service experience
Manage the expectations of customers; when disruptions occur during the service delivery process it is imperative that situations are resolved timeously

DELIVERY OF BUSINESS PROCESSES / PROJECTS - STRATEGIC ALIGNMENT
Contribute to and deliver on BU goals and activities aligned to strategy
Develop and implement robust account plans to understand and deliver against customer specific needs
Ensure customer needs are understood aligned and supported by all internal stakeholders
Aligning customer strategy with PayIncs strategy and priorities
Improve quantitative qualitative and strategic customer engagement through competent application of PayInc performance dashboards graphs and analysis in
monthly and quarterly customer executive meetings
Ensure the timely and successful delivery of solutions according to customer needs and objectives
Communicate clearly the progress and outcome of monthly/quarterly initiatives to internal and external stakeholders
Responsible for working with the pre-sales teams to on-board and integrate new clients and develop new customer relationships
Liaise between the customer and internal teams

INITIATIVE/ PROJECTS FOR CONTINUOUS IMPROVEMENT
Demonstrate innovative thinking in area of expertise and translate this into business process/ solutions/ working practice improvements
Deliver customer or company specific projects in line with company standards and in agreement with line manager

STRATEGIC ACCOUNT MANAGEMENT
Design implement and manage customer specific strategies for each customer (retain win-back or growth)
Develop a thorough understanding of each customers business strategy and goals and stay abreast of any strategic developments with customers
Undertake a detailed analysis of customers product take-up performance opportunities risks pricing contracts and customer specific delivery
requirements
Identify customer journey maps for each customer across all internal customer touch points
Take ownership of the financial performance for the customer and undertake initiatives to drive increased usage of services and product penetration
Liaise co-ordinate and drive necessary internal support areas to deliver on the customer plan and meet expected customer needs and delivery requirements
Identify new business opportunities and derive a plan of action that focuses on initiatives that drive mutual growth
Acquire a thorough understanding of customer needs and requirements
Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
Ensure the correct products and services are delivered to customers in a timely manner
Serve as the link of communication between customers and internal teams
Resolve any issues and problems faced by customers and deal with complaints to maintain trust
Prepare regular reports of progress and forecasts to internal and external stakeholders using customer metrics
Conduct market analysis and evaluate competitors practices and market status
Coordinate and develop customer presentations
Maintain and update customer contact records

OPERATIONAL ACCOUNT MANAGEMENT
Develop and implement robust account plans to understand and deliver against customer needs supported by internal management and informs PayIncs
strategy and priorities
Ensure that customer expectations are managed and exceeded through superior implementation delivery and management of products and services
Ensure application and usage of an effective integrated Account Management Technology (CRM) Platform so as to ensure better customer focus
Support and collaborate with Customer Product Lifecycle in structuring business proposals that meet identified needs and opportunities
Build implement and manage customer engagement plans

REPORTING AND SYSTEM UPDATES
Ensure generation of meeting agendas call reports and monthly reports
Communication and distribution of reports to relevant stakeholders
Ensure CRM system is updated with detailed customer plans and all customer information is kept up to date
Analysis of monthly volume & revenue by product in order to proactively develop plans to close any gaps or risks

COMPLIANCE AND RISK MANAGEMENT
Policies and procedures: Provide input into relevant policies and procedures
Compliance: Comply with relevant policies & procedures regulation and legislation
Risk: Identify mitigate and escalate risks appropriately

SUCCESS MEASURES
Strong customer satisfaction trust and advocacy across the portfolio evidenced by positive feedback sustained engagement and effective issue
resolution.
Retention and growth of assigned customer relationships including recovery of at-risk accounts and delivery against agreed commercial and service
objectives.
Effective execution of customer account plans resulting in clear alignment between customer needs strategic initiatives and organisational
capabilities.
Proactive identification and management of customer risks escalations and opportunities throughout the customer lifecycle.
Consistent delivery of agreed solutions within defined timelines quality standards and financial parameters supported by strong collaboration with
internal stakeholders.

PEOPLE - SKILLS TRANSFER AND SUPPORT
Support peers and team members to ensure skills transfer and contribute to a positive team culture
Ensure self and team stay abreast of technical skills and industry developments
Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in
professional organizations
Enhance department and organizations reputation by accepting ownership for accomplishing new and different requests

QUALIFICATIONS / KNOWLEDGE
Appropriate business-related qualification degree or diploma
Banking and payment industry knowledge
PASA payment certification (ideal)
Required computer literacy levels

EXPERIENCE
Minimum 5 years in Senior Account Management roles
Skilled and experienced in strategy-led work
Proven ability to create markets and develop client accounts
Minimum 10 years in a client facing role
Banking/Fintech/Financial Services and Payments industry knowledge