Standard Chartered Bank - Premium Relationship Manager - Retail Banking

JOB ROLE

This is an individual contributor role with responsibility to increase engagement with premium program clients via active contact strategy. The job holder will drive interactions with Clients in line with relationship based defined period client coverage model. He/she will need to cross sell selected retail banking products with focus on wealth; insurance sales and CASA AUM build up through outbound telesales as well as inbound sales activities for premium clients. The role holder will also drive migration and adoption of digital capability. It is expected that premium executive will drive high quality sales interactions and increase product holding per client.

KEY RESPONSIBILITIES

SALES AND SERVICE

- Undertake client engagement in line with the Premium Banking coverage model - Support on-boarding of premium clients, own client portfolio for limited defined period of time and create a pipeline for upgrade to Priority Segment

- Engage premium clients by identifying and meeting needs, including via cross sell of retail banking products

- Follow the applicable contact management approach to drive engagement with premium clients - execute applicable sales campaigns as designed and released by country segment teams

- Conduct - Needs based conversations- with clients to provide suitable products. Focus on building relationship via consultative selling approach

- Handle Client led product requests triggered via ATL/Online pull activities

- Maximize sales performance to achieve revenue targets of the segment/ channel - Meet or exceed applicable scorecard targets

- Follow up and manage expectations of clients to ensure timely processing of sales transactions

- Drive digital adoption among clients

- Manage customer expectations and customer satisfaction tracked via RTF and NPS scores

OPERATIONS AND COMPLIANCE

- Ensure satisfactory ratings in all internal/external audits.

- Ensure compliance to all process notes and circulars issued from time to time.

- Contribute to timely and accurate submission of all returns both internal and statutory for sales and service.

- Undertake accurate and timely processing of all customer instructions as per applicable processes/ circulars.

- Understand the Bank's mis-selling & sales policies as well as policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention. Comply with the same, including highlighting any suspicious transactions as per guidelines.

- Complete all requisite trainings on time

REVENUE AND COST MANAGEMENT

- Generate revenue and contribute to profitable growth by focusing on:

- Growing the Liabilities relationships

- Expanding and deepening revenue streams through Wealth Management and Retail Assets products

- Improving deposit mix comprising savings accounts and term deposits

- Delivering New sales revenue as per set targets

- Undertaking Waiver Tracking and Management

DIGITAL

- Contribute to the digital agenda with maximum focus on digital closure of product booking and deepening

- Contribute to the migration of clients to the digital platform

KNOWLEDGE/SKILLS/EXPERIENCE

- Graduate/ Post Graduate

- At least 2 -6 years experience in branch and/ or telesales with exposure to general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable.

- Leadership skills, communication skills, relationship building skills, competitive awareness & benchmarking

- Languages spoken - English and at least one regional language - Tamil, Hindi, Malayalam, Telugu, Kannada

- Customer Orientation and Business Focus