Relationship Mgr

Role Responsibilities

Job Role

Strategy

Build and deepen relationships with existing Prime Customers to achieve increase in share of wallet and revenues. Provide professional customer service to achieve a high percentage of customer satisfaction and retention. Manage the portfolio to de-risk against attrition and achieve stability of book. Have complete knowledge of the customer base in terms of the profile, demographics and psychographics and assets in the Bank and in other places. Serve as the one-point contact to the high affluent net worth customers of the Bank.

Business

Generate new business to achieve defined targets in terms of no. of customers, volumes and revenue for the segment. Achieve the targets set in terms of product mix. Induction of all new customers brought in by Self, Branches and Direct Sales team. Achieve “best in class” productivity to maximize the efficacy of the sales process. Achieve the budgeted cross sell targets. Aggressive Sales call plans to acquire large prospective customers through referrals. Ensure coverage of customer base in accordance with the approved contact plans. Coordinate customer events for the cluster along with the product team. Update and maintain all Sales MIS (Calls, Prospects, Attritions, Business done, etc). Maintain and update customer information on WMS.

NPS and Customer Management

Ensure that NPS is at least in second quartile as compared to peers. Use the online CMP system diligently and achieve > 75% of their require customer contact each month.

Processes

Update and maintain all Sales MIS (Calls, Prospects, Attritions, Business done, etc). Maintain and update customer information on WMS.

Risk Management

Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC. Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer. Ensure full awareness of all policies relating to operational risk, sales processes, mis selling, etc and comply with the same. Read, understand and comply with all provisions of the Group Code of Conduct.

Governance

Ensure full awareness of all policies relating to operational risk, sales processes, mis-selling, etc. and comply with the same. Read, understand and comply with all provisions of the Group Code of Conduct.

Regulatory and 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 the team to achieve the outcomes set out in the Bank’s Conduct Principles: (Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment). Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Our Ideal Candidate

Graduate / Post Graduate. Anywhere between 5 - 8 years of overall experience. Understanding of front and back-office processes and procedures. Strong Communication skills. Good Interpersonal skills. Banking knowledge.

Role Specific Technical Competencies

Diligent and Punctual Knowledgeable about the role Certified with relevant courses Confident Fluent in Language Good Sales exposure Banking exposure

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