Head, HNI/UHNI Clients Acquisition and Management at Standard Chartered Bank

Job Summary

Strategy:

• Strategies for business development and revenue generation
• Business objectives and goals
• Drive the Digital Agenda

Business:
Acquisition & Sales Management:

• Generate new business to achieve defined targets in terms of no. of customers, volumes and revenue.
• Achieve the Targets set in terms of product mix, active/ passive ratio, liability targets, no. of transactions.
• Achieve “best in class” productivity to maximize the efficacy of the sales process.
• Achieve the budgeted cross sell targets, consistency and penetration.
• Aggressive Sales call plans to acquire large prospective customers through referrals.
• Ensure coverage of customer base in accordance with the approved contact plans.
• Update & maintain all Sales MIS (Calls, Prospects, Attritions, Business done, etc.)
• Constantly update product and process knowledge by successfully attending trainings/obtaining certifications.

Customer Relationship Building:

• Build and deepen relationships with HNI/UHNI customers to achieve increase in share of wallet and revenues.
• Effectively meeting customer expectations and handling/reducing customer complaints.
• Provide professional customer service to achieve a high percentage of customer satisfaction and retention.
• Manage the portfolio to de-risk against attrition and achieve stability of book.
• Have complete knowledge of the customer base in terms of the profile, demographics & psychographics and assets in the Bank and in other places.
• Serve as the one-point contact to the High-Net-Worth customers of the Bank

Key Responsibilities
Processes:

• Ensure compliance with laid down process and procedures.
• Facilitate and Implement work process improvements.
• Ensure compliance with Global Process Standards on Customer Data Confidentiality.

People & Talent:

• Lead through example and build the appropriate culture and values.  Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people, with succession planning for critical roles.
• Responsibility to review team structure/capacity plans.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

Risk Management:

• Ensure KYC/AML updates, proper/zero error documentation.
• Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
• Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.
• Ensure full awareness of all policies relating to operational risk, sales processes, anti-misselling, etc and comply with the same.
• Read, understand and comply with all provisions of the Group Code of Conduct.

Governance: 

• To be able to detect any suspicious transactions, Money laundering, forgeries etc 
• Highest compliance with reference to Anti Bribery, Anti Money Laundering & Combating Financial Crime Risk procedures. 
• Ensure all GPS standards are followed and adhered.

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.
• Good knowledge groups policies, standards, local regulations and legislations of the prevention of money laundering and adherence to group code of conduct.
• Obtain Security & Commodity Authority (SCA) license and timely completion of Continuous Program Development (CPD) requirement post SCA licensing. This is a mandatory requirement for the role.

Key stakeholders:
Internal:

• WRB COO
• Head of Affluent Banking
• Head of Wealth Solutions
• Head of Deposits
• Head of CX
• Head of WRB CFCC
• CABM, Finance, Legal, HR, Credit, OTCR
• External:
• Existing and Prospective Customers - for acquisition and retention of business

Other Responsibilities:

• Ability to maintain a highly decent professional environment in the bank/branches. 
• Educate Clients on the usage of other delivery channels.

Skills and Experience:

• Manage Conduct 
• Manage Risk
• Manage People
• Spot Opportunities
• Solve Problems
• Take the Lead
• Build Resilience

Qualifications

• First Degree.
• Relevant experience in sales and relationship management.
• Experience in handling all Banking & Investment Products.
• Demonstrated ability in sales planning.
• Strong communication and negotiation skills with the ability to influence outcomes.
• Networking ability to manage interdepartmental deliverables.
• Strong inter-personal skills and leadership ability, which encourages and promotes enthusiasm and team spirit.
• Good understanding of the business environment in Nigeria preferably with direct contacts with the local HNI community.
• Computer literacy at the user level.
• Adapting to multi-cultural environment.
• Good knowledge of capital markets and financial planning.