Head, Client Relationships, Cluster

Job description / Role

Key Responsibilities:
* Managing a team of Unit heads & Branches who will be responsible for the following:
* Acquiring, growing and deepening Priority Banking customer relationships through effective relationship management
* Managing branches in respective clusters and have on oversight on all branch operations
* Ensuring right level of services are provided to clients walking into the branch
* Focus on the analyzing of Priority Clients financial as well as investment needs and objectives.
* Provide the face of the bank to the high net worth customers of the bank.
* Products involved are: IS/BA/FX, NTB A/c, Liability products, asset products and new launches.
* Maintain an oversight on all governance & AML related activities

Acquisition & Sales Management:
* Drive the performance of the units towards achieving the targets set for the business in terms of sales volumes/ new customers/ portfolio growth.
* Manage a team of Unit Heads & Branch Mangers responsible for acquiring/ deepening/ widening customers relationships
* Manage performance against targets of all Unit Heads , Branch Managers, Relationship managers & sales and service managers
* Drive the team to achieve the budgeted cross sell targets.
* Increase Products per client through active portfolio management
* Ensuring all non financial KPI's as per the banks agenda are being managed and delivered
* Constantly develop and manage existing and alternate acquisition channels for sourcing and referral.
* Provide intelligence report to senior management on competitor products and services & customer needs.
* Review and recommend to product champions on our product & service offerings in the market.
* Promote a positive public image that ensures wide recognition of the value and quality of WM offerings by organizing seminars, sponsoring key events, etc.

Business Performance Management:
* Responsible for enhancing & maintaining operational integrity across the full range of products and processes.
* To ensure the quality of the portfolio is maintained within the acceptable parameters as defined by global and local policy.
* Establish a lead generation and tracking mechanism for the business.
* Manage day-to-day financial and key indicators across all units
* Conduct regular review of potential business and profitability of the affluent customer segment for the unit.
* Review and improve productivity and cost indicators for the region.
* Drive performance in order to increase the percentage of active customers from the total customer base.
* Identify opportunities/ avenues to garner potential leads
* Ensure all business agendas are worked on and executed as per the banks regional & local strategy
* Define MIS requirements.

Customer Service:
* Drive a culture of compete adherence to local and international service standards across customer segment.
* Ensure branches take responsibility for delivering the appropriate service standards to Priority customers for the unit.
* Ensure all points of customers contact practice service excellence in handling customer issues, complaints, etc.
* Handling escalated customer complaints effectively and ensuring complete customer satisfaction.
* Manage customer satisfaction surveys and ensure 98% satisfaction score.

People Management:
* Providing leadership, coaching and support to the team members by setting SMART objectives, managing performance, identifying development needs, fulfilling training requirement and motivating the team.
* Develop Tests/ Quizzes/ Certification to update the assess product knowledge in the staff.
* Ensure staff training and development to maintain focus on service, sales & risk.
* Manage the sales/ service team.
* Provide the necessary mentoring & motivation to raise the moral of the team members.
* Encourage development of new ideas, concepts within the team.
* Lead the team in conforming and behaving as per the values of the Bank.

Compliance & Risk:
* Ensure CDD/AML updates, proper zero error documentation.
* Update the LMS / CEMS, adhering to the contact Management Plan.
* Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and CDD.
* Ensure compliance with the above policies on an ongoing basis and report any suspicious transaction immediately to the supervising officer.
* Ensure full awareness of all policies related 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.

Requirements

* University Post Graduate, Professional Banking & Accountancy/ MBA Finance qualified preferred.
* Minimum 7 years experience in senior management position in Banking Sector.
* Thorough knowledge of consumer banking products and exposure to Trade Services, Treasury and Cash Management products and services.
* Strong analytical, problem solving and decision-making skills.
* Excellent leadership qualities with ability to motivate subordinates.
* Have good knowledge of the group Policy, Standards, Local Regulations and Legislation of the prevention of money laundering.
* Experience of managing a sales team in banking setup.

COMPLEXITY/ JUDGEMENT
* To be able to detect any suspicious transactions, Money Laundering, Forgeries, etc.
* Creativity in problem solving for resolving complex customer issues with the framework of the group policy.
* Analyzing economic trends, global markets, customer needs and competitive products in order to structure priority banking offering.

Closing Dates
The closing date for applications is 21 July 2015. Please note all closing dates are given in Hong Kong time (GMT + 8 hours). We aim to respond to successful applicants within four weeks and will keep a record or your application in our database so that we can contact you when suitable vacancies arise in future.

Diversity and Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

About the Company

Standard Chartered Bank started in 1958 in UAE with its first branch in Sharjah. The Group’s business gradually increased in Dubai with the opening of several branches and today, Dubai is the administrative hub of the Middle East and South Asia Region. In its 43rd year, the Bank enjoys the position of having the most extensive branch network among foreign international banks in UAE with 10 branches emirate-wide.

Standard Chartered is an international bank, focused on the established and emerging markets of Asia, Africa, the Middle East and Latin America with an extensive global network of more than 600 offices in over 50 countries. The three principal business groups are Global Markets, Personal Banking and Corporate and Institutional Banking.

In UAE, we are one of the leading banks, offering an extensive range of products and services for personal customers, local companies, multinational corporate and financial institutions.