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.
Key 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.
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, yearend 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.
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
• Across all department in banks
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 a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.
Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.
What We Offer
- Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
- 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 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.
Visit our careers website to learn more about us: www.sc.com/careers.
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