Senior Relationship Manager – Priority Banking

RESPONSIBILITIES*

Key Measurable

• 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 process and compliance

Key Responsibilities

Relationship management

• 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 without further escalation.
• Effectively convert service recovery to sales opportunities and sustained client loyalty.

Customer / Business acquisition

• 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 Private Banking segment.

Customer Needs Analysis & Consultation

• 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.

Skills And Experience

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role

Key stakeholders*

Internal

• Priority Banking Team Manager – For Performance management, coaching and staff development.
• Head of Affluent & Wealth Management
• Priority Banking team
• Segments team
• Wealth Specialists
• CE team
• Other Unit Heads
• Segments team
• Wealth Specialists
• CE team
• Legal
• Compliance

Qualifications

• Minimum 5 O’level Credits or better including Mathematics and English
• Degree in Economics, Business Administration, Accountancy, Investments and / or relevant Professional Qualification. Master’s degree in a relevant field will be an added advantage
• At least 5 years in Relationship Management, Sales or relevant client facing roles.
• Candidate is expected to possess extensive customer contacts that qualifies for the Priority Banking Segment
• Sound knowledge of general banking law and practices
• Certified Financial Planner (CFP), CISI Certifications or relevant Investment Course will be an added advantage.
• Superior knowledge of investment products and financial markets.
• Possess diverse investment and market views to offer a concise and consolidated view of events so as to give the appropriate recommendation and guidance to clients.
• Make effective business decisions independently, based on sound financial and business principles.
• Competent in collaborating with product specialists to recommend product suite offerings for clients.
• Effective understanding of client requirements and manage it without escalation.
• Strong interpersonal and communication skills with ability to deal with people of all levels
• A team player with good initiatives & assertiveness
• A self motivator who is keen on upgrading & improving personal knowledge & skills to meet evolving job requirements.
• A strong knowledge of Investments and Asian banking products.
• Manage Conduct
• Manage Risk
• Relationship Management