Head, Priority Banking Acquisition at Standard Chartered Bank

Responsibilities

• The role holder is responsible for driving profitable volume growth through new business acquisition and maximizing every customer (both new and existing) engagement. Their focus is on the Priority and premium segment, onboarding, uncovering customer’s needs and providing them with the right product & service solution from the full range of Retail Banking products offered. 

Strategy:

• It is expected for the role holder to be customer centric and provide excellent customer service to complete customer’s experience. Role holder is also expected to have some knowledge and experience in offering a range of products to meet the customer’s needs.

Business:

• Ensure meeting client requirements while ensuring compliance with regulations and controls as set by the bank and external regulators.

Processes:

• Ensure i remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to:
  • “Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers”
  • Observe clear desk policy always
• Employ, engage and retain high quality people, with succession planning for critical roles.

Job Purpose

• Oversight of Onboard NTB Priority and Premium Clients
• Onboard NTB and NTS potential clients with multiple product needs (e.g. Wealth Management, Wealth Management OD, Mortgage)
• Engage NTB and NTS clients via leads sourced from sources like agency, alliances and owners of our Supplier & Buyer ecosystem
• Ensures that the applications meet the required standard
• Ensure the anomalies / errors / omissions are attended to before submitting the application to BOO Centre/Credit for further review / processing.

Risk Management:

• Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them
• The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures
• Ensure money laundering requirement as follows:
  • Take all reasonable steps to verify and identify our customers e.g. completing Know Your Customer checklist for all customers
  • Retain adequate records of identification, account opening and transactions
  • Raise awareness of money laundering prevention by training  all staff
  • Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to:
    • “Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing Suspicions to customers”.
• Monitoring of Branch registers to ensure compliance with standards.
• Ensure reduced / minimal operational irregularities.
• Monitoring of vault cash limit
• Resolving exceptional investigations and inquiries and liaising with other functions to ensure that issues are resolved.
• Analysis and reporting of management statistics

Risk Management & Compliance:

• 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, mis-selling, etc and comply with the same.
• Read, understand and comply with all provisions of the Group Code of Conduct.

Governance:

• Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
• Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
• Regulatory & Business conduct:

(This is mandatory standard wording, please tailor wording in brackets, do not remove).

• 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.
• Lead the [NIGERIA / Retail Clients / BSSE team] to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Operation of Financial Markets; Financial Crime Prevention; The Right Environment.]*
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Local regulator – CBN
• Serve as a Director of the Board of [insert name of entities]
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 
• Serve as a Director of the Board of [insert name of entities]
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 

Key Stakeholders
Internal:

• Senior Relationship Managers, RMs and peers in Retail Clients
• Senior Managers, SBIM, BOMs and BOOs of all levels in the Business Units.
• Branches
• Credit
• Wealth Management team
• Group Internal Audit

External:

• Clients & Regulators

Other Responsibilities:

• Embed Here for good and Group’s brand and values in [NIGERIA / Retail Clients / BSSE team],
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
• Multiple functions (double hats)

Business Development:
Provide leadership to the Priority & International Clients Acquisition team and supports the team in carrying out the following responsibilities:

• Prepare & set up (remote):
  • Receive leads from leads management system – NTB from Alliances, Agency or Priority Centre
  • Conduct research and preparation on client lead and prepare Bank’s proposition
  • Prepare all documents (digital) required for account opening and pre-fill forms where possible

Sources of Leads:

• Owners of CC and BC companies and top management staff of C&IC Companies
• Introducers
• Paid referrals
• Alliances
• Call/meet, deep sell (in person):
  • Call or meet in person
  • Listen and determine further needs
  • Communicate the proposition
  • Acquire clients with anchor products
  • Set up KYC needs with KYC centre
  • Educate and conduct initial set up for online, ATMs, Client Centre, and Branch
• NTB: On-board, Activate and pass on (remote):
  • On-board, activate as per the 365 day plan
  • Prepare and pass on Client into interacting with the Bank via Online, Client Centre and Branch
  • Ask for referrals

Service Quality:

• In consultation with GM wealth, determine monthly plans and implement sales and service process to achieve committed targets for incremental business from existing wealth customers.
• Provide truly professional customer service to achieve a high level of customer satisfaction and retention by :
• Consistently adhering to local and international service standards
• Practice service excellence in handling customer issues, complaints, product enquiries in a timely, problem-free and responsive manner.
• Provide a high level of professionalism in conducting financial analysis and profiling with customers.
• Recommending improvements in operational processes, procedures and products based on monitoring of customer feedback to ensure constant enhancement of service levels and efficiency.
• In liaison with the Branch Manager, plan and manage staff administrative issues for direct reports e.g:
  • Organize work flow and staff leave
  • Staff coaching and training where needed for improve performance.
  • Job rotation
• Supervise day to day operational activities in the front office.
• Ensure all positions are manned
• Carry out responsibilities as may be assigned from time to time.
• Ensure ongoing team development:
  • Motivate oneself to improve on personal skills especially in relationship management, financial planning and analysis, investment counselling and recommending training in appropriate aspects.
  • Upgrade oneself in knowledge and new developments in banking, financial and investment products and services and ensure that certification and licensing requirements for the job are obtained as quickly as possible.

Job Requirements
Our Ideal Candidate:

• Academic or Professional Education/Qualifications; i.e. standards required for roles – B
• Licenses and Certifications/accreditations; i.e. internal/externally required
• Professional Memberships; i.e. required for roles for continuous development/ improvement/awareness of current practices etc –
• Bank training; i.e. mandatory & developmental - role specific, and regulatory/compliance bank wide & role specific,- E Learning – Anti Money laundering, Conflict of Interest, Rejecting bribery & Understanding Sanctions
• Languages; i.e. those required for roles