Premium Executive Manager at Standard Chartered Bank

Job Summary

• As a Premium Executive Manager at Standard Chartered, you will play a pivotal role in aligning with the Wealth and Retail Banking business strategy, focusing on delivering exceptional service to our Emerging Affluent clients in Lagos. This position is integral to driving the bank's budgetary and strategic objectives by fostering deep and meaningful client relationships using a combination of remote and face-to-face engagements.
• You will be entrusted with comprehensive client knowledge management, ensuring personalized advice and the creation of analytics-driven conversations that anticipate client needs. The portfolio includes individual banking products such as deposits, wealth management solutions, mortgages, and credit cards. The role also involves direct client meetings to deliver tailored advisory services, conducting Know Your Customer (KYC) processes, and activating financial products to meet client financial goals.
• In this capacity, you will utilize your understanding of both 1st and 2nd line operational risk frameworks to execute and supervise processes that maintain compliance and operational integrity. Your efforts will contribute significantly to embedding strategy into practical business processes, thereby enhancing the bank's position in a competitive market.
• This is a full-time office-based role situated in Lagos, encompassing a dynamic working environment in one of Nigeria's financial hubs, where you will collaborate with multidisciplinary teams to provide exceptional client experiences and achieve business growth.

Key Responsibilities

• Client Service Leadership: Act as the primary point of contact for premium clients, ensuring exemplary service delivery by coordinating with Client Service Managers for remote servicing activities related to products such as Personal Loans (PL), Current Account Savings Account (CASA), Credit Cards (CC), and Wealth Products.
• Deep Client Engagement: Conduct both remote and in-person meetings to understand clients' evolving financial needs, delivering comprehensive advisory and cross-selling individual banking products effectively.
• Training and Development: Provide ongoing coaching to clients regarding product knowledge, digital banking tools (mobile, web, ATMs), and bank services, fostering client empowerment and seamless adoption of banking solutions.
• KYC and Compliance: Ensure timely and accurate Know Your Customer (KYC) reviews and documentation updates, working closely with compliance teams to uphold regulatory standards.
• Product Fulfilment and Activation: Manage end-to-end processes for product setup, fulfilment, and activation to guarantee swift, compliant service delivery enhancing client satisfaction and retention.
• Collaboration: Liaise with internal specialists and cross-functional teams to tailor solutions addressing complex client needs, maximizing wallet share and building long-term relationships.
• Risk Management: Adhere to operational risk frameworks while executing duties, maintaining oversight to prevent and mitigate potential risks within the scope of the role.

Competencies

Success in this role demands a blend of strategic and interpersonal competencies that empower inclusive leadership and client-centric delivery:

• Action Oriented: Take proactive steps to achieve outcomes and surpass targets.
• Collaborates: Work effectively across teams and internal stakeholders to accomplish shared objectives.
• Customer Focus: Maintain a relentless commitment to understanding and meeting client needs.
• Gives Clarity & Guidance: Provide clear direction and empower colleagues and clients through effective communication.
• Manages Ambiguity: Navigate complex, uncertain situations with confidence and adaptability.
• Develops Talent: Support professional growth in oneself and others by sharing knowledge and providing constructive feedback.
• Drives Vision & Purpose: Align actions to the bank’s strategic goals and inspire others to do the same.
• Nimble Learning: Embrace continuous learning and rapidly apply new knowledge.
• Decision Quality: Make well-informed choices by balancing analysis with intuition and experience.
• Courage: Exhibit bravery in confronting challenges and advocating for the right outcomes.
• Instills Trust: Build and maintain credibility by acting with integrity and transparency.
• Strategic Mindset: Anticipate future trends and create plans that position the bank competitively.
• Technical Competencies: Demonstrate expertise in role-specific banking products, regulatory requirements, and digital platforms to execute responsibilities proficiently.

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.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Wealth Management Team
• Branches
• Retail Lending Products Team
• Employee Banking

Other Responsibilities

• Embed Here for good and Group’s brand and values in Nigeria / Premium Banking Segment / Affluent and Branches Segment; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats).

Skills And Experience

• Proven Banking Expertise: Demonstrated knowledge of retail and wealth banking products, preferably with practical sales experience targeting affluent clients.
• Communication Skills: Exceptional ability to articulate complex financial concepts clearly and to engage with clients and colleagues across various mediums effectively.
• Client Relationship Management: Skilled in building and sustaining long-term client relationships through empathy, active listening, and personalized financial advice.
• Adaptability and Agility: Comfortable working in a dynamic and evolving environment, quickly adapting to new products, processes, and technologies.
• Team Collaboration: Works well within diverse teams, contributing positively towards a common goal and fostering a harmonious work environment.
• Regulatory Acumen: Understanding of compliance procedures including KYC and risk management practices essential to banking operations.
• Digital Literacy: Experience or willingness to engage with digital banking channels and tools to enhance client service and operational efficiency.
• Problem-solving: Analytical thinker who anticipates client needs and provides innovative solutions that align with bank strategies.