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Relationship Manager, International Markets

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Standard Chartered Full time
Job Summary

We are seeking a highly skilled and experienced Relationship Manager to join our team at Standard Chartered. As a key member of our Priority Banking team, you will be responsible for building and maintaining relationships with high net worth individuals and businesses, providing them with tailored financial solutions and advice.

Key Responsibilities
  • Proactively acquire and manage a portfolio of Priority Clients, providing them with exceptional service and financial solutions.
  • Actively acquire liabilities from ETB clients for new to Priority, ensuring seamless onboarding and integration.
  • Engage and deepen relationships with Affluent and hidden Affluent clients through advisory conversations, analytics support, and collaboration with Wealth Specialists.
  • Meet with clients as required, providing them with personalized service and financial solutions.
  • Prepare and educate clients on interacting via online platforms, such as Client Centre.
Sales and Productivity Management
  • Develop and execute a need-based approach to source New to Bank (NTB) Priority Banking customers, engaging them for new business and referring Priority AUM qualified clients back to the branch managed RM channel.
  • Deliver sales targets to meet new business and acquisition goals, ensuring exceptional performance and growth.
  • Conduct extensive marketing and systematic Telemarketing on leads provided, and if needed, account management activities to bring up AUM qualified criteria.
  • Participate in Priority and Commercial Clients (CC) activities, such as market outlook seminars, lifestyle events, and year-end gatherings, to acquire new to bank customers and referrals while exploring opportunities to upgrade existing bank customers to qualified Priority customers.
  • Participate in sales promotion and activities to achieve/exceed defined sales targets, driving business growth and revenue.
  • Prepare and consolidate accurate reports on sales activities, providing insights and recommendations for improvement.
Customer Experience
  • Engage Priority and potential customers through 100% leads activation, ensuring exceptional customer service and satisfaction.
  • Improve Products per Customer (PPC) rate through digital solution penetration, enhancing customer experience and loyalty.
  • Responsible for building an information database on PIC customers to support relationship building and cross-selling efforts.
Strategy
  • Achieve agreed revenue and new sales targets, driving business growth and revenue.
  • Ensure agreed service standards to customers, delivering exceptional service and satisfaction.
  • Operate under operation risks guidelines and sales compliance, ensuring a safe and compliant work environment.
  • Cascade and live the values, embodying the Standard Chartered culture and values.
  • Undertake special projects/assignments, driving business growth and innovation.
  • Detect and report non-compliance and control weaknesses inherent in selected samples, ensuring a safe and compliant work environment.
  • Ensure no unsatisfactory compliance reviews and audits on the conduct of CST and record keeping.
  • Maintain robust controls and monitoring actions, ensuring a safe and compliant work environment.
Skill Requirements
  • Enhanced multi-product Priority knowledge, ensuring a deep understanding of our products and services.
  • Market and competition knowledge, staying up-to-date on industry trends and developments.
  • Possess all relevant investment & insurance certifications and licensing, ensuring compliance and expertise.
Client Engagement
  • Presentation and soft skills tailored to engaging Affluent Clients, delivering exceptional customer service and satisfaction.
  • Internal stakeholder engagement skills, building strong relationships with colleagues and partners.
  • Closing deals, driving business growth and revenue.
  • Ability to drive and manage client interaction, ensuring exceptional customer service and satisfaction.
  • Good communication & presentation skills, delivering clear and concise messages.
  • Negotiation and objection handling, resolving customer issues and concerns.
  • Client training on digital solutions, enhancing customer experience and loyalty.
Journey Completion
  • Discipline and good time management to handle a client portfolio, ensuring exceptional customer service and satisfaction.
  • Ability to solve problems and close issues without handing over, driving business growth and revenue.
  • Strong analytical ability, providing insights and recommendations for improvement.
  • Understanding of Priority CDD principles, ensuring compliance and expertise.
  • Interpersonal and complaint handling skills, delivering exceptional customer service and satisfaction.
  • Bank's product knowledge, ensuring a deep understanding of our products and services.
  • Understanding of policies and procedures, ensuring compliance and expertise.
  • ABM rules / Bank Negara FEA regulations, ensuring compliance and expertise.
  • Branch Operations Manual (WEBOM) /MIC/ group circulars/bank policy and tariff of charges, ensuring compliance and expertise.
People & Talent
  • Enhanced multi-product Priority knowledge, ensuring a deep understanding of our products and services.
  • Market and competition knowledge, staying up-to-date on industry trends and developments.
  • Possess all relevant investment & insurance certifications and licensing, ensuring compliance and expertise.
Skills and Experience
  • Licenses, ensuring compliance and expertise.
  • FIMM Certification, demonstrating expertise and knowledge.
Qualifications
  • A degree in banking or other related field, ensuring a strong foundation in finance and business.
  • Good sense of responsibility, ensuring exceptional customer service and satisfaction.
  • Ability to multitask, handling multiple client relationships and priorities.
  • Good judgement to make financial decisions, ensuring sound and informed decisions.
  • Ability to work in a team, building strong relationships with colleagues and partners.
  • Excellent verbal and written communication skills, delivering clear and concise messages.
  • Ability to maintain the integrity of highly confidential customer and Bank information, ensuring confidentiality and discretion.
  • Ability to deal effectively with time pressures, and multi-tasking on level of customer activity; effective problem solving skills.
  • Computer literate, ensuring proficiency in technology and digital tools.
  • Able to work with minimum supervision, ensuring independence and autonomy.
  • Good understanding of reconciliation/investigation practice, ensuring compliance and expertise.

We are 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.

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.