Senior Relationship Manager

Strategy
Maintain a high standard of customer service through

• Providing good service quality / service standards
• Attend regular training / retraining in order to provide competent service excellence to existing and potential customer
• Conduct and check on periodical counter satisfaction survey / questionnaire
• Ensure the collection and maintenance of high quality customer information, thus increasing the ability to service a customer’s needs and generate revenue

Maximise sales performance through

• Use of effective sales plan with Team manager
• Effectively and efficiently the ETB Priority clients portfolio management
• Well equipped knowledge of full range of products

Achievement of high standard of motivation, drive and performance by

• Following through the goals and objectives set by immediate supervision
• On-going social activities to promote team spirit among team members

Engaging and deepening activities

Methodically engage (remote)

• Have complete knowledge of the clients in terms of the profile & assets
• Create analytics-backed next best conversation

Meet & deep sell (remote & in person)

• Meet in person to meet advisory needs(once a month/quarter)
• Connect client with specialists
• Set up products
• Conduct/connect for periodic KYC
• Conduct fulfilment & activate

Service (remote)

• Refer most servicing activities to Client Service Managers

Acquiring on referrals

Connect & prepare (remote)

• Connect & start up referred leads (includes Personal clients in Store with more advanced needs)
• Explain proposition & requirements in full

Meet, deep sell & train (in person)

• Meet, listen and determine further needs
• set up anchor products & initiate cross-sell
• Conduct/connect for KYC
• Educate and conduct initial set up for online, ATMs, Client Centre, and Store
• Conduct fulfilment & activate

Business

• Awareness and understanding of the wider business, economic and market environment in which the Group operates

Processes

• Responsible for executing and supervising the Budget process.

People & Talent

• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people, with succession planning for critical roles.
• Responsibility to review team structure/capacity plans.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

Risk Management

• Ensure compliance with Group Policy and Standards, local laws and regulations, controls and procedures of the Bank and regulatory requirements pertaining to Money Laundering and CDD.
• Participate in and/or support the Bank's effort in combating money-laundering activities.
• Exercise due care and diligence on matters related to Money Laundering and KYC in the day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates.
• Must follow the Bank’s Code of Conduct.

Governance

• Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
• Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

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.
• Lead the business to achieve the outcomes set out in the Bank’s Conduct Principles

• Spot Opportunities
• Solve Problems
• Take the Lead
• Build Resilience
• Collaborate
• Communicate
• Deliver Sustainably
• Achieve Results

Training

• Product broadening
• Enhanced multi-product Priority knowledge
• Market and competition knowledge

Licenses

• Client training on digital solutions
• Communication and presentation skills
• Negotiation and objection handling

Membership

• Required for roles for continuous development/ improvement/awareness of current practices, etc.