Senior Relationship Manager - Abuja at Standard Chartered Bank

JOB SUMMARY

• Relationship Manager is responsible for servicing Business Banking clients.
• The key responsibilities include sales, relationship management, cross-sell, increase of the bank’s share of client’s AUM, service fulfilment and resolution of client related issues for the Business segment

RESPONSIBILITIES

Strategy

• Implement Business Banking’s strategy: continually engage clients within the RM-managed base of Business Banking with a view to growing the annual revenue and total AUM

Business

• Engage New to bank (NTB) clients via leads sourced from Supplier & Buyer ecosystem, Alliances, Targeted lists and Store catchment with full range of Business banking (BB) products
• Activate NTB clients, set up and educate clients on remote channel usage i.e., online, POS, Client Centre, ATM; If client is high value, direct Business Banking Team to client
• Reactivate dormant accounts in portfolio
• Ensure all accounts in portfolio are qualified for RM management.
• Drive deepening activities with high value/potential clients using full range of BB products and collaboration with specialist
• Analysis of needs and provision of BB products and services
• Understand client businesses to ensure needs are met via BB products and Services by leveraging analytics backed next best conversations 
• Maintain integrity of client’s credit portfolio through effective monitoring, early action and remedial actions.
• Develop a feedback system which will adequately keep the Head BB Client Relationship & Sales abreast of key customer service developments, weakness and strengths in the competition via weekly call reports, that will effectively assist in overall BB strategic/franchise planning
• Liaise and provide leadership in areas of expertise, particularly in the provision of products and services to customers.
• Provide feedback to senior management, marketing and product management on customer’s needs and the efficiency of marketing strategies and tactics

Processes

• KYC/Clinet Due due diligence(CDD) Transaction monitoring and Periodic/Trigger Review. The process of assessing the risk level of CDD of a client on an ongoing basis after the client is on boarded, ensuring that the client documents, information are kept up-to-date and the assessment of CDD/AML, Sanctions risks for the client remains appropriate. The process of on-going adherence to FATCA requirements
• Timely initiate client’s new and renewal 
• Share minutes of meeting with clients same day of the meeting (as specified in the operating rhythm)
• Share contact plans every Monday morning or first working day of the week with your LM (as specified in operating rhythm)
• Call memos to be collated and submitted every Friday morning or last working day of the week with your Line Manager (as specified in operating rhythm). Call memos to be documented on all calls.

People & Talent

• Excellent organisation and leadership skills with ability to manage multiple deadlines and effectively prioritise

Risk Management

• 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:
• Identify your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers.
• Execution responsibility for identifying, assessing, monitoring, controlling and mitigating financial crime risk, sanctions risk and reputational 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
• Ensure compliance with sales processes. 
• 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 a full understanding of the risk and control environment in area of responsibility
• 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.

Governance

• Ensure that activities are done in a well-controlled environment and there are no gaps and governance issues
• Understand the impact of changes in the policy or procedures on CPBB and engage with the country key stakeholders to ensure the impact is understood

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.

Key stakeholders

Internal Stakeholders

• Sales support teams (WMPS, Treasury, Trade, BB Trade service, BB Credit Analysts, BB Products, Client Experience, BRM/Assurance
• Branch managers and Head of Operations on issues to BB customers
• Branch departmental, GTO & credit managers and staff for BB customer’s account opening, servicing and administration
• Product Development and Analytics>product review, development, implementation, and analysis
• SBIM for scorecard/KPI discussions

External Stakeholders

• Customers
• Regulators
• Competition 

Other Responsibilities

• Embed Here for good and Group’s brand and values in Nigeria CPBB
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; 

Our Ideal Candidate

• Good interpersonal skills
• Good communication and listening skills
• Experience and knowledge in Banking industry with AML Experience 
• Good understanding of Group’s AML/CDD/Sanctions Policies and Procedures
• Good understanding of the end to end impact of processes, across customer experience, risk, frontline effectiveness & costs 
• Must be certified (as prescribed for the role) by completing all relevant SCB e-assessments (once these are rolled out).
• The above is for guidance only and it may vary depending on the size and complexity of the market. Capability assessment for Individual CDD staff will need to be reviewed once the function stabilises

Role Specific Technical Competencies

• Account management
• Sales Proposal and Presentations
• Customer Retention
• Investments and Portfolio Management for Business Banking
• Cross-Selling
• Anti-money Laundering Policies and Procedures
• Regulatory Environment - Financial Services