Associate Relationship Manager, Priority Banking

2 weeks ago

Johor Bahru, Malaysia Standard Chartered Full time

**Job**: Retail Banking

**Primary Location**: Asia-Malaysia-Johor Bahru

**Schedule**: Full-time

**Employee Status**: Permanent

**Posting Date**: 23/Apr/2024, 2:07:16 AM

**Unposting Date**: Ongoing

**Role Responsibilities**

**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.

**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, year-end 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 ci

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