Team Manager, Relationship Management, Priority Clients

Job description / Role

Standard Chartered is a leading international banking group committed to building a successful and sustainable future for our people, our customers and the communities we serve. With 1,700 branches and offices in 68 markets in Asia, Africa and the Middle East, we offer exciting and challenging international career opportunities to over 89,000 employees.

Job Description
* Acquiring, growing and deepening Priority Banking customer relationships through effective relationship management
* Focus on the analysis and satisfaction of Priority Customers 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 and new launches
* Managing the unit of Relationship Managers

Key Roles and Responsibilities
* Drive the performance of the unit towards achieving the targets set for the business in terms of sales volumes/ new customers/ portfolio growth
* Manage a team Customer Relationship Managers and Sales Representatives responsible for acquiring/ deepening/ widening customers relationships
* Manage performance against targets of all CRMs, SR, & CSMs
* Drive the team to achieve the budgeted cross sell targets
* Constantly develop and manage existing and alternate acquisition channels for sourcing and referral
* Develop and implement marketing and sales promotions in conjunction with the marketing and central teams
* Conceptualize, develop and implement sales incentives programs and sales contests along the product manager
* 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 in PrB for the unit
* 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.
* Define MIS requirements

Customer Service:
* Drive a culture of compete adherence to local and international service standards for affluent customer segment
* Ensure branches take responsibility for delivering the appropriate service standards to Priority customers for the unit
* Design a mechanism to ensure that other service delivery channels provide a consistently high level of service quality to Priority customers
* 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

KEY RELATIONSHIPS

Internal:
* Product Manager - Priority Banking - for Launch and implementation of product campaigns
* Customer Service Manager - WM - for Product services to the customers
* Units Heads - Treasury - for Implementation of sales strategies
* Branch Mangers - for Implementation of sales strategies
* Marketing Managers - WM - for Coordinate marketing and research activities
* Country Money Laundering Prevention Officer
* CB-Ops and GSSC

Existing and Prospective Customers:
* for Acquisition and retention of Business

Requirements

* University Post Graduate, Professional Banking & Accountancy/ MBA Finance qualified preferred
* Relevant 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

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.