Senior Relationship Manager - 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.

Business:

• Maximize sales performance to achieve given revenue targets (self and branch) through liability products [Current / Savings / Term deposits], wealth management products and asset related products (secured, unsecured).
• Generate new business via sales promotions, out-marketing calls and presentations and in-branch contacts.
• Ensure high level of customer service in the Branch. Manage difficult customer situations.
• 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.
• 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.

Processes:

• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections.
• Ensure transactions are processed with a high level of accuracy and commitment to satisfy customer needs.
• Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/overridden by appropriate authorities.

People & Talent:

• Servicing primarily mapped customers to fulfill the specific transactional requirements of the customer through high quality customer service, while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.

Risk Management:

• Ensure he/she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.

Governance:

• Monitor customer satisfaction survey ratings, net promoter score or any other survey/feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better quality service.

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.

Key Stakeholders:

• Branch Banking Retail department.

Qualifications:

• CPBB essentials online and classroom trainings.
• IRDA, NISM certifications.