Job Summary

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 customer\xe2\x80\x99s 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.

Responsibilities

Strategy

• Strategies for Revenue generation and business development
• Business objectives and goals
• Drive the Digital Agenda

Business

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 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.

Processes

• Ensure compliance of laid down process and procedures.
• Facilitate and Implement work process improvements.
• To ensure compliance with Global Process Standards on Customer Data Confidentiality.

People & Talent

• 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.

Risk Management

• Ensure KYC/AML updates, proper zero error documentation.
• Updating the C \xe2\x80\x93 Manager, adhering to the Contact Management Plan.
• Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
• Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.
• Ensure full awareness of all policies relating to operational risk, sales processes, anti-mis selling, etc and comply with the same.
• Read, understand and comply with all provisions of the Group Code of Conduct.

Governance

• To be able to detect any suspicious transactions, Money laundering, forgeries etc
• Highest compliance with reference to Anti Bribery, Anti Money Laundering & Combating Financial Crime Risk procedures.
• Ensure all GPS standards are followed and adhered.

Regulatory & Business Conduct

• Display exemplary conduct and live by the

. * 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.
• Good knowledge groups policies, standards, local regulations and legislations of the prevention of money laundering and adherence to group code of conduct.
• Obtain Security & Commodity Authority (SCA) license and timely completion of Continuous Program Development (CPD) requirement post SCA licensing. This is a mandatory requirement for the role.

Key stakeholders

Internal:

• Product Manager \xe2\x80\x93 Priority Banking - for Launch and implementation of product campaigns
• Customer Service Manager - WM - for Product services to the customers
• Unit Heads \xe2\x80\x93 Treasury - Implementation of sales strategies
• Branch Managers - Implementation of sales strategies
• Marketing Manager - WM - Coordinate marketing and research activities.
• Country Money Laundering Prevention Officer.

External:

• Existing and Prospective Customers - for Acquisition and retention of business

Other Responsibilities

• Ability to maintain a highly decent professional environment in the Priority Centre.
• Educate Clients on using of other delivery channels.

Qualifications

• University Graduate.
• Relevant experience in sales and relationship management.
• Experience in handling all Banking & Investment Products.
• Demonstrated ability in sales planning.
• Strong communication and negotiation skills with the ability to influence outcomes.
• Networking ability to manage interdepartmental deliverables.
• Strong inter-personal skills and leadership ability, which encourages and promotes enthusiasm and team spirit.
• Good understanding of the business environment in UAE preferably with direct contacts with the local HNI community.
• Computer literacy at the user level.
• Adapting to multi-cultural environment.
• In-depth knowledge of capital markets and financial planning

Role Specific Technical Competencies

• Manage Conduct
• Manage Risk
• Manage People
• Spot Opportunities
• Solve Problems
• Take the Lead
• Build Resilience

About Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we\'ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you\'re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can\'t wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you\'ll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
• Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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