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  • Posted: Feb 24, 2016
    Deadline: Not specified
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    In 1965, the Standard Bank of South Africa merged with the Bank of West Africa acquiring businesses including a banking operation in Nigeria, which dated back to 1894. The name was then changed to Standard Bank of West Africa. Four years after the merger, Standard Bank Nigeria was incorporated locally to take over the business in Nigeria. In 1971, 13% of the...
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    Branch Sales & Service Executive

    1. Job Purpose 

    Acquiring and activating Affluent and Mass clients warm leads in the catchment area of Store (e.g. online, Client Centre), Deepening needs of Affluent and Mass market with simple product needs (e.g. BC Txn account, , Mortgage, PIL, Credit Card, CASA, Wealth mgt solutions and digital activations), and simple KYC/CDD requirement.

    2.1Mandate :
    Inbound NTB/ETB sales
    â–ªAddress walk-in NTB clients’ (any segment) sales needs; Pull generated from ATL/online, catchment campaigns, word of mouth
    â–ªActivate NTB clients, and set up and educate clients on remote channel usage i.e., online, Client Centre, ATM; Hand over client to Priority or Business Banking Team if required

    Inbound ETB Service-To-Sales
    â–ªAddress walk-in ETB clients’ (any segment) sales needs (may be from Service To Sales); Serve client on initial request and broaden to Next Best Conversation based on ETB analytics
    â–ªDirect and educate walk-in clients to use self-serve channels, and handle service requests via low-counters where requested by clients; Actively seek Service To Sales opportunities

    2.2 Activities /role in client’s journey

    1. Listen, explain & sell (in person)
    â–ªUnderstand needs
    â–ªExplain respective banking proposition that fits their ingoing need (anchor product)

    2. Deep sell (in person)
    â–ªImmediately broaden the conversation to include fuller bundle
    â–ªRefer to Business Banking Acquiring Team for BC lending needs

    3. Prepare, set up, & activate (in person) When required documents are available
    â–ªCompile required documents
    â–ªConduct KYC/CDD
    â–ªOpen account/activate products
    â–ªTag clients to the right segment. Refer respective business clients to BC Banking Team and Affluent to Priority Banking Team

    4. Service (in-person)
    â–ªFulfil basic service needs and pass on rest to Client Centre or CSE


    2.3 Deepening activities
    1. Listen, explain & sell (in person)
    â–ªUnderstand needs of walk in clients
    â–ªExplain proposition that fits need (respond to client need and do ‘next best conversation’)
    â–ªRefer for specialised needs

    3.Key Relationships
    Internal

    • Branch/ Managers / RMs/BOOs/BOSMs
    • Priority Banking Team
    • Product Managers/Analytics (wealth)/marketing
    • Staff of other business divisions and rest of SCB Group

    External

    • Customers

    3. Target Clients

    â–ªClient-led NTB: BC, Affluent and Mass with simple product needs (e.g. BC Txn account, BIL, Mortgage, PL, Credit Card, CASA, Simple Wealth), and simple KYC/CDD requirements
    â–ªProactive NTB: Acquiring and activating Affluent and Mass clients warm leads in the catchment area of Store (e.g. online, Client Centre)
    â–ªClient-led ETB: Deepening needs of Mass clients

    4.Working Rhythm

    Very high frequency, relatively standardised / consistent activity (complex issues handed over, e.g. KYC, specialised knowledge, high value clients)

    5. Skill Requirements

    Product broadening
    â–ªBasic banking products knowledge – CASA, Mortgage, PL, Credit Cards, Simple wealth
    â–ªMarket and competition knowledge

    Client engagement
    â–ªClosing deals
    â–ªClient training on digital solutions
    â–ªCommunication and presentation skills
    â–ªNegotiation and objection handling

    Journey completion
    â–ªUnderstanding of KYC/CDD principles

    Method of Application

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