Relationship Manager, Priority Banking at Standard Chartered Bank

Job ID: 526947
   
Job Description

• Advise Priority Clients approaching Bank with complex individual needs
• Engage Affluent and hidden affluent in advisory conversations with analytics support and collaboration with Wealth Specialists
• Acquire and activate new Affluent/potential Affluent client referred to from ETB clients or directly to Priority Banker/Team.
• Prepare and educate clients to interact via digital platforms

Key Roles and Responsibilities
Engaging and deepening activities
Methodically engage (remote):

• Have complete knowledge of the clients in terms of the profile & assets
• Create analytics-backed next best conversation

Needs/Achor Products:

• Individual banking products (PL, CASA etc), Wealth Products

Meet & deep sell (remote & in person):

• Develop a comprehensive Account Plan for at least 20% of client base
• Meet in person to meet advisory needs (once a month/quarter)
• Connect client with specialists
• Set up products
• Conduct/connect for periodic CDD reviews
• Conduct fulfillment & activate

Services (remote):

• Refer most servicing activities to Client Service Officers/Managers
• As needed by clients

Key Responsibilities
Acquiring on referrals:

• Connect & prepare (remote)
• Connect & start up referred leads (including Business Client owners, CC and CIC C-level executives with more advanced needs)
• Explain proposition & requirements in full

Needs/anchor products:

• PL, CASA, Wealth Products
• Meet, deep sell & train (in person)
• Meet, listen and determine further needs
• Set up anchor products & initiate cross-sell
• Conduct/connect for CDD
• Educate and conduct initial set up for online, ATMs, Client Centre
• Conduct fulfillment & activate

Key Stakeholders

• Priority Wealth Specialists
• Client Service Manager, Affluent
• CDD team
• Branch Manager

Skill Requirements
Product broadening:

• Enhanced multi-product Priority knowledge
• Market and competition knowledge

Client engagement:

• Presentation and soft skills tailored to engaging Affluent Clients
• Internal stakeholder engagement skills
• Closing deals
• Ability to drive and manage client interaction
• Communication and presentation skills
• Negotiation and objection handling
• Client training on digital solutions

Journey completion:

• Discipline and 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

AML/CDD Clause:

• Ensure all reasonable steps are taken to verify the identify customers.
• Retain adequate records of identification, account opening and transactions
• Make prompt reports of suspicious transactions (STR) and suspicious activities (SAR) using the right internal channels
• Maintain raised awareness of Anti-Money Laundering prevention by training all staff /attending training sessions, through eLearning or any material updates provided by the Bank.

Source of Leads:

• Sales force generated (RM personal contacts) - Family of clients in particular
• Affluent senior executives of employers (primarily BC/CC/CIC)
• Affluent senior executives of employers in EB

Associated Client Journeys

• Acquiring from individual client referrals
• Actively engaging during the first 3 months
• Supporting the client on any client-initiated needs
• Proactively reaching out to client for advice discussions
• Delivering on transactions, service requests, mobile/online training
• Proactively engaging with the “Hidden Affluent”
• Updating CDD
• Managing Client’s credit situation
• Migrating newly Affluent.

Target Clients:

• Priority ETB Clients.