Sr. Relationship Manager - Affluent Relations

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Sr. Relationship Manager - Affluent Relations

senior · Retail & Commercial Banking

Key Responsibilities

Relationship Management
• 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 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 the Branches & Direct Sales team.
• Achieve “best in class” productivity in order 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
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 require 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 reported 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.
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
Processes
• Ensure satisfactory ratings in all internal/external audits.
• compliance to all process notes and circulars issued from time to time. 
• Highlight process gaps / improvements if any

• Understand the Bank’s mis-selling & sales policies as well as policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention. Comply with the same, including highlighting any suspicious transactions as per guidelines.
• Complete all requisite trainings on time
• Contribute to the digital agenda with maximum focus on digital closure and deepening 
• Contribute to the migration of clients to the digital platform 
People & Talent
• Servicing primarily walk-in 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 bench-mark, 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 Retain department 

Skills and Experience

• Good Interpersonal Skills
• Customer and Service Orientation
• Banking knowledge
• Management Information Skills
• Competitive awareness & benchmarking
• Excellent communication, interpersonal & relationship building skills

Qualifications

Education
• Graduate/ Post Graduate
• Customer Orientation, Sales focused and highly target oriented, Able to pick up new concepts quickly
• Able and excited about going out to meet new customers
Licenses
• Anywhere between 5- 8years of extensive sales experience 
Languages
• English, Hindi & Kanada

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.

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