Senior Relationship Manager, Priority Banking

3 weeks ago

Kuala Lumpur, Malaysia Standard Chartered Bank Full time

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 international equities, unit trust, bonds and other investment instruments and follow up calls / visits to assist them in their investment decisions. To conduct regular checks on market trends and competitors’ programme offering and activities. This is to assist / initiate efforts to increase product differentiation and enhance attractiveness of programme. To plan, target and cross-sell integrated business financial services to Priority clients who are self-employed professionals and businessmen.

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. Meeting clients when required (at least once a month). Prepare and educate clients to interacting via online, Client Centre NTB referrals from clients Actively acquire and activate new Affluent/potential Affluent clients referred from ETB clients directly to Relationship Manager, Priority Banking. Provide advice to Personal Clients approaching Bank with complex investment needs.

Business

To achieve agreed revenue and new sales targets. Agreed service standards to customers. 100% Operation control under operation risks guidelines and sales compliance. To cascade and live the 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

Engaging and deepening activities

1. Proactively engaging with the PB Clients by having complete knowledge of the clients in terms of the :

profile & assets create analytics-backed next best conversation sound knowledge in Needs/Anchor products such as : Wealth & Mortgage, CASA, CC & etc.

2. To acquire from individual client referrals and actively engaging them during the first 3 months by:

meeting the client in person to discuss on advisory needs (once a month/quarter) connect client with specialists set up products holding conduct/connect for periodic CDD conduct fulfilment & activate

3. Supporting the client on any client-initiated needs by:

Proactively reaching out to client for advice discussions Delivering on transactions, service requests, mobile/online training Updating CDD Managing Client’s credit situation Refer most servicing activities to Client Servicing Managers (as and when request by clients) To recommend improvements in operational processes, procedures and products based on customer feedback to ensure constant enhancement of service levels and efficiency. To comply with all applicable money laundering prevention procedures and, in particular report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.

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

People & Talent

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 . 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. Lead to achieve the outcomes set out in the Bank’s Conduct Principles: Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

Across all department in banks

QUALIFICATIONS

Honours degree (CGPA or better) and / or relevant professional qualifications. Possess all relevant investment & insurance certifications and licensing. More than 5 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 

Role Specific Technical Competencies

Microsoft FIMM License Bancassurance License IPPC License

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