Relationship Service Manager

Vista previa de la oferta

Relationship Service Manager

Retail & Commercial Banking

Job Summary

The successful candidate will join us at our Johor Bahru Branch to support Relationship Managers and Priority / Affluent Banking clients by delivering high-quality sales fulfilment, servicing and operational support (both remote and in person). Ensure excellent customer experience, strong financial contribution, and full compliance with bank policies, regulatory and AML/CDD requirements. 

Key Responsibilities

Client Servicing & Support

• Proactively serve Priority / Affluent clients (inbound and outbound), handling complex queries, service and transaction requests.
• Support RMs with onboarding of new clients and products, including documentation for PL, CASA, credit cards, wealth products, term deposits and AOF/CDD.
• Monitor and follow up on all client applications, instructions and requests until closure to meet turnaround time (TAT) standards.
• Guide clients who approach the bank to appropriate solutions for their needs.

Sales Fulfilment, Activation & Revenue

• Assist with fulfilment of sales, ensuring all required documentation is complete, accurate and submitted correctly.
• Support RMs with activation activities: scheduling client conversations, preparing materials and following through on next steps.
• Drive business growth by supporting new client acquisition (including referrals from existing clients), cross-selling and improving client retention.
• Help perfect client pitches by maintaining up-to-date product knowledge and service skills; actively participate in sales and service upskilling.

Digital & Remote Channels

• Educate clients and migrate them to digital and remote channels, including online/mobile banking, ATMs, Client Centre and self-service options.
• Assist customers with digital channel sign-up, including online/mobile banking and related debit card needs.
• Provide step-by-step guidance on using digital platforms and services.

Documentation, Processes & Transactional Activities

• Review Wealth Management documentation for completeness and accuracy; scan and submit to CAU and follow up to resolution.
• Approve PB AOF and iCDD within required timelines (T Day for relevant segments), scan in eOPS and ensure signatures are captured in Sigcap.
• Follow up with CDD team on pending higher-risk (e.g. “C” rated) and RFI cases, including obtaining additional client information or documents.
• Perform callbacks to clients to:
  • Fund accounts to avoid cheque returns.
  • Confirm cheques with alterations or differing signatures.
  • Confirm instructions received via email, mail, myRM and third parties.
• Review instructions for fund transfers, book transfers, FX, OTT (including FEP declaration) and term deposits (rate and tenure) prior to execution.
• Raise all Service Requests (SRs) on behalf of RMs, approve SRs within mandate and follow up with middle/back office until closure.

Customer Experience & Environment

• Enhance both remote and in-branch experience, aiming for seamless service at branches and Priority / PIB centres.
• Target minimal complaints, positive client feedback and strong NPS scores.
• Take turns managing the Meeter Greeter desk during banking hours.
• Maintain a clean, tidy and professional Priority Banking / PP Centre, including ensuring beverages and amenities are replenished daily.

Risk, Compliance, Governance & Audit

• Maintain “zero tolerance” for breaches and operational losses; help prevent fraud, regulatory, process, PDPA, FEA and other reputational incidents.
• Ensure all activities comply with:
  • Group Policy and Standards
  • Local laws and regulations
  • ABM rules and Bank Negara Malaysia FEA regulations
  • Branch Operations Manual (WEBOM), MIC, Group circulars, bank policies and tariffs
• Fulfil responsibilities related to Compliance, AML/CFT and CDD by:
  • Ensuring proper account opening and periodic reviews
  • Conducting and supporting transaction monitoring
  • Reporting suspicious activities where appropriate
  • Implementing new AML/CDD and regulatory requirements
  • Updating and refining operating procedures as required
  • Acquiring and maintaining relevant knowledge and completing required training
• Support branch in achieving good ratings in all internal and external audits, including CST.
• Immediately escalate issues or incidents to BM/BOSM or HUB Head and adhere to CSM roles and responsibilities at all times.

Skills and Experience

• Required investment and insurance certifications and licences
• At least 5 years’ banking experience, with good knowledge of banking practices and products
• Proven ability to manage sales and/or branch operations and deliver strong results
• Able to coach, motivate and lead branch team members at different levels
• Ability to build and maintain a strong customer service culture
• Good interpersonal skills and experience handling customer complaints
• Strong knowledge of the bank’s products and services
• Understanding of bank policies and procedures
• Familiar with ABM rules and Bank Negara Malaysia FEA regulations

Qualifications

Minimum SPM holders and / or relevant professional qualifications. 

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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