PayInc is a purpose-driven payments provider building on over 50 years of trusted history in South Africa’s 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 customer’s 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 customer’s 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 PayInc’s strategy Shape the Strategy - Ability to help shape a client’s 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 client’s 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 client’s business Analytical Thinking & Problem Solving - Ability to select appropriate methods for collecting and analysing data, and develop informed recommendations that shape or support the client’s 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 analyse customer’s 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 PayInc's 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 customer’s business strategy and goals and stay abreast of any strategic developments with customers Undertake 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 competitor’s 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 PayInc's 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 agenda’s, 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 escalation 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 organization’s 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 #J-18808-Ljbffr