Relationship Manager, Priority

JOB SUMMARY

The Relationship Manager is primarily responsible for servicing and managing customer relationships under the Priority Banking program by engaging them, uncovering their needs and providing them with the appropriate products, services and solutions from the entire range of Retail Client division. As a sales staff of Standard Chartered Bank is not allowed to sell any unapproved products or services by Standard Chartered Bank and to act as an agent of other Banks or Financial Institutions.

The Relationship Manager is responsible to drive profitable revenue and volume growth from their portfolio with a focus on deepening of existing customer relationships and cross sell thereby improving market and customer share of wallet with the Bank.

Key Measurables

• Progress against balanced scorecard targets.
• Portfolio growth by means of acquisition of new customers and deepening existing client relationships.
• Increase profitability of client through revenue generation and growth.
• Net incremental growth of portfolio in terms of revenue for the existing book.
• Growth in product cross holding ratio
• Customer satisfaction scores reflected in Net Promoter Score (NPS)
• Adherence to procedures and compliance

RESPONSIBILITIES

Strategy

• Offer a consistent yet differentiated customer experience by offering holistic needs analysis and consultation to key clients in portfolio management taking ownership of all categories of customer service matters.
• Gather competitive intelligence to determine what competitors are offering clients, product positioning and service offerings
• Continuously track market trends and ensure up to date knowledge of market offerings to be able to provide advice on potential financial planning solutions based on client needs.
• Carry out suitability assessment of clients
• Identify & partner with product specialists to provide expert advice across a wide range of financial matters such as retirement planning, estate planning, asset allocation, forex rates etc.

Business

• Manage and anticipate client requirements with a focus towards managing the existing base as well as increase cross product holding per client.
• Build, understand and sustain relationships with the client’s circle of influence (e.g. a parent, mentor, advisor or other family member)
• Consistent and frequent communication with client providing complete, concise portfolio valuations and guidance.
• Serve as a problem-solver for the client, helping them identify investment criteria, recognise and handle concerns that arise as consultation moves closer to decision.
• Provide ongoing portfolio supervision, with a continuous focus towards helping the client adapt to changes in personal circumstances and the financial environment.
• Retain existing high value clients by growth of wallet with the bank through relationship management activities.
• Resolve client queries.
• Effectively convert service recovery to sales opportunities and sustained client loyalty.

Processes

• Drive portfolio growth through existing to bank (ETB) and increased product per customer (PPC) ratio.
• Based on client profile, map client potential and work towards up streaming to Priority Banking segment.

Risk Management

• Read, understand and comply with all provisions of the Group Code of Conduct.
• Sound knowledge of all aspects of general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable.
• Ensure zero operational loss and effective complaint management.
• Effective reject management for suspicious transaction
• Report any suspicious transaction immediately to the supervising officer of Fraud Control
• Ensure strict compliance and responsible for achieving and maintaining satisfactory audit rating
• Ensure Right sales process to ensure Treating Customer Fairly (TCF) is implementing consistently to avoid mis-selling case

Governance

• Ensure KYC compliance for all new to bank and existing customers
• Awareness of all the policies and procedures issued in relation to money laundering prevention
• Comply with all applicable Anti Money Laundering & Terrorist Financing (AML/TF) procedures
• Ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff
• Ensure that effective arrangement are in place to comply with AML/TF requirements (CDD, Transactions Monitoring and Sanctions) as stipulated by Group & Local Regulator
• Perform CDD Periodic Review & Customer Data Updating
• Make prompt reporting of Suspicious Activity Report (SAR) to UKK Holder (Branch Manager) and to CMLCO at Head Office
• Ensure to join available AML/TF training (or e-training)
• Responsible for proper control of keys/ combination setting & password for safekeeping cash and valuable documents (if applicable)
• Ensure implementation of Clean Desk Policy
• Ensure kept no pre-signed blank form and customer copy ID
• Ensure customer data are kept properly in secured area

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff

Key Stakeholders

• Wealth Management
• Priority Banking Segment
• Personal Banking Segment
• Business Banking Segment
• Brand & Marketing
• Branch Operations
• HR & Learning Academy
• Legal and Compliance
• CEPG
• SBIM
• Customers

Other Responsibilities

• Ensure that all workplace for which they have responsibility are safe and do not present a risk to the environment

Our Ideal Candidate

Must possess license as below:

• AAJI
• WAPERD
• WPPE

Role Specific Technical Competencies

• Account Management
• Addressing Customer Needs
• Customer Experience Management
• Portfolio Management for Retail Bank

About Standard Chartered

Were an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If youre looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we cant wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, youll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
• Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role youve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers