Associate Director - Affluent Relations

Key Responsibilities:

• Build and deepen relationships with existing Priority 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 & psychographics and assets in the Bank and in other places.
• Serve as the one-point contact to the High-Net-Worth customers of the Bank.

Sales:

• Generate new business to achieve defined targets in terms of number 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 the Branches & Direct Sales team.
• Achieve "best in class" productivity to maximize the efficacy of the sales process.
• Achieve the budgeted cross sell targets.
• 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.

Sales MIS:

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

Service:

NPS & 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 required customer contact each month.

Risk Management & Compliance:

• 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 report any suspicious transaction immediately to the supervising officer.
• Ensure full awareness of all policies relating to operational risk, sales processes, misselling, etc. and comply with the same.
• Read, understand and comply with all provisions of the Group Code of Conduct.

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.

Skills and Experience:

• Graduate/ Post Graduate, consistent academic career.
• Extensive sales experience (2 to 5 years).
• Sales focused and highly target oriented.
• Able to pick up new concepts quickly.
• Able and excited about going out to meet new customers.
• Competitive awareness & benchmarking.
• Excellent communication, interpersonal & relationship building skills.
• Banking knowledge.
• Management Information Skills.
• Good Interpersonal Skills.
• Customer and Service Orientation.