Associate Relationship Manager, Priority Banking

Job Summary

Acquire and deepen relationships with NTB/NTS PB Client to identify business opportunities related to own core business products or refer to supporting channels. Commit to maintain customer satisfaction in service delivery while simultaneously managing risks to the bank. Ensure that robust sales processes and stringent service standards that follow local regulatory requirements are met.

Responsibilities

• In consultation with the BM/STM, draw up monthly plans for achieving new business and customer acquisition goals committed.
• To foster and deepen client relationship by providing regular market information updates and trend analysis on global markets, follow up with calls / visits to assist them in their investment decisions.
• To plan, target and cross-sell integrated business financial services to Priority clients.
• Engage prospective Priority clients via phone calls, networking at events, referrals, in-branch activities, or other bank-approved methods of client sourcing.
  
  

Strategy

In/outbound ETB advice & sales

• To proactively acquire portfolio AUM of Priority Clients besides Personal clients.
• Engaging & deepening Affluent & hidden Affluent in advisory conversations with analytics support and collaboration with Wealth Specialists.
• Keeping regular schedule of appointments to ensure sales activities are consistent.
• Prepare and educate clients to interacting via online, Client Centre
• Actively acquire and activate new Affluent/potential Affluent clients referred from ETB clients directly to Relationship Manager, Priority Banking.
  
  

Key Responsibilities

Business

• To achieve agreed revenue and sales targets.
• Agreed service standards to customers.
• 100% Operation control under operation risks guidelines and sales compliance.
• To cascade and display SCB values.
• To undertake special projects / assignments.
• Non-compliance and control weaknesses inherent in the selected samples are detected and duly reported
• No unsatisfactory compliance reviews and audits on the conduct of CST and record keeping
• No overdue Control Sample Testing (CST).
• Maintaining robust controls and monitoring actions
  
  

Processes

SALES / PRODUCTIVITY MANAGEMENT

• A need based approach to source New to Bank (NTB) Priority Banking customers and engage the customer for new Business and refer Priority AUM qualified client back to branch managed RM channel.
• Deliver sales targets to meet new business and acquisition goals.
• Conduct extensive marketing and systematic Telemarketing on leads provided and if needed, account management activities in bringing up the AUM qualified criteria.
• Participate in Priority and Commercial Clients (CC) activities, i.e. market outlook seminars, lifestyle events, year–end gathering and etc to acquire new to bank customers and referrals while exploring opportunity to upgrade existing bank customers to qualified Priority customers.
• Participate in sales promotion and activities to achieve/exceed defined sales targets.
• Prepare and consolidate accurate reports on sales activities.
  
  

Acquiring on referrals

• Act on referral leads assigned within timeline
• To solicit referrals from other sources.
• To conduct a professional, consultative financial analysis and profiling session with Priority clients by:
• Meeting, listening and determining further needs
• Setting up anchor products & initiate cross-sell
• Conduct/connect CDD
• Educate and conduct initial set-up for online, ATMs, Client Centre and Branch
  
  

Customer Experience

• Engage Priority and potential customers through 100% leads activation.
• To improve Products per Customer (PPC) rate through digital solution penetration.
• Responsible in building an information database on PIC customers to support relationships building and cross-selling efforts.
  
  

People & Talent

Skill requirements

Product broadening

• Enhanced multi-product Priority knowledge
• Market and competition knowledge
• Possess all relevant investment & insurance certifications and licensing
  
  

Client engagement

• Presentation and soft skills tailored to engaging Affluent Clients
• Internal stakeholder engagement skills
• Closing deals
• Ability to drive and manage client interaction
• Good communication & presentation skills
• Negotiation and objection handling
• Client training on digital solutions
  
  

Journey completion

• Discipline and good time management to handle a client portfolio
• Ability to solve problems and close issues without handing over
• Strong analytical ability
• Understanding of Priority CDD principles
• Interpersonal and complaint handling skills
• Bank's product knowledge
• Understanding of policies and procedures
• ABM rules / Bank Negara FEA regulations
• Branch Operations Manual (WEBOM) /MIC/ group circulars/bank policy and tariff of charges
  
  

Risk Management

• Ensure compliance with Group Policy and Standards, local laws and regulations, controls and procedures of the Bank and regulatory requirements pertaining to Money Laundering and CDD.
• Participate in and/or support the Bank's effort in combating money-laundering activities.
• Exercise due care and diligence on matters related to Money Laundering and CDD in the day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates.
  
  

Governance

Compliance And Money Laundering Responsibilities

• Ensure compliance with Group’s standards and regulatory requirements pertaining to Money Laundering and CDD.
• Participate and support the Bank’s effort in combating money-laundering activities.
• Exercise due care and diligence on matters related to Money Laundering and CDD in the day to day operations, which include account opening and reviews, transaction monitoring, suspicions activity reporting during client communication.
  
  

Skills And Experience

• Microsoft
• FIMM License
• Bancassurance License
  
  

Qualifications

• Minimum SPM holders and / or relevant professional qualifications.
• Possess all relevant investment & insurance certifications and licensing.
• Preferred 1-3 years experience in banking with demonstrable knowledge of banking practices and financial products.
• Favourable track record in managing sales and / or operations or demonstrated ability to achieve strong sales performance.
• Ability to coach, inspire and mobilise Branch team members of various levels to deliver exceptional performance.
• Demonstrated ability to establish a service culture.
• Interpersonal and complaint handling skills
• Bank's product knowledge
• Understanding of policies and procedures
• ABM rules / Bank Negara FEA regulations
  
  

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've 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 you're 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 can't 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, you'll 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
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  
  

What We Offer

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 leave, parental/maternity (20 weeks), sabbatical (12 months 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.