Job Description

Schedule: Full-time Role Responsibilities

Strategy

This role has dual primary purposes:

Leading a team of Relationship Managers to achieve the sales team targets through maximizing acquisition/referral opportunities, deepening existing customer relationships and delivering the specified service standards for the Premium Banking segment The Director / TL also carries his/her own book and is responsible for servicing and managing customer relationships under the Priority Banking program by engaging them, uncovering their needs and providing them with the appropriate products, services and solutions from the entire range of the Consumer Banking suite, He/ she is responsible to drive profitable revenue and volume growth from their portfolio with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby improving market and customer share of wallet with the Bank. Business Lead a team of Relationship Managers to achieve specified sales targets (new sales and portfolio) and service standards Implement a consistent and disciplined customer contact management strategy to support relationship building and cross selling efforts Foster and deepen customer relationships by providing regular market information updates and trend analyses on local and foreign financial products Guide the team in training and leading branch staff in upgrading and converting existing target branch customers for Priority Banking / Preferred Banking Initiate and collaborate with Product Value Streams on development of new products driven by client needs Processes Manage and anticipate client requirements with a focus towards managing the existing base as well as increase cross product holding per client Build, understand and sustain relationships with the client's circle of influence (e.g. a parent, mentor, advisor or other family member) Consistent and frequent communication with client providing complete, concise portfolio valuations and guidance. Serve as a problem-solver for the client, helping them identify investment criteria, recognise and handle concerns that arise as consultation moves closer to decision. Provide ongoing portfolio supervision, with a continuous focus towards helping the client adapt to changes in personal circumstances and the financial environment. Retain existing high value clients by growth of wallet with the bank through relationship management activities. Resolve client queries without further escalation. Effectively convert service recovery to sales opportunities and sustained client loyalty. Drive portfolio growth through existing to bank (ETB) and increased product per customer (PPC) ratio. Based on client profile, map client potential and work towards up streaming to Private Banking segment Offer a consistent yet differentiated customer experience by offering holistic needs analysis and consultation to key clients in portfolio management taking ownership of all categories of customer service matters. Gather competitive intelligence to determine what competitors are offering clients, product positioning and service offerings. Continuously track market trends and ensure up to date knowledge of market offerings to be able to provide advice on potential financial planning solutions based on client needs. Carry out suitability assessment of clients Identify & partner with product specialists to provide expert advice across a wide range of financial matters such as retirement planning, estate planning, asset allocation, forex rates etc People and Talent Responsible for RM capacity and productivity management Responsible for RM recruitment, training & development curriculum including certification, empowerment rules, retention strategies, rewards & recognition programs and career paths. Supervise and coordinate the sales effort of Priority Banking/ Preferred Banking marketing and promotional activities to meet new business and customer acquisition goals Conduct staff meetings and provide support/ updates for sales campaigns and activities, procedural changes, management directives etc Provide coaching and guidance on day to day portfolio management Risk Management Take personal responsibility for understanding the risk and compliance requirement of the role. Understand and comply with it, in letter and spirit, all applicable laws and regulations including those pertaining to governing of anti-bribery and corruption, anti- money laundering, terrorist financing and sanctions, Group's policies and procedures, and the Group Code of Conduct. Collaboratively partner with risk teams to ensure risk management procedures and processes are effectively implemented to operate within operational and credit risk appetite. Governance

Ensure appropriate operational procedures and controls in place to operate within Credit and Operational Risk appetite framework Ensure KYC compliance for all new to bank and existing customers. Ensure compliance to internal and external regulations Awareness and to comply on all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Line Manager /Unit Head and Money Laundering Prevention Officer. Ensure complete adherence to Principles & Policy of Treating Customers Fairly Ensure all client discussions are done over recorded line. Ensure CEMS is updated as per the agreed format shared with frontline. For all non-recorded discussions, an email in the approved format communicated to frontline needs to be sent to the client summarizing the discussion held and agreed and this email is to be attached in CEMS. Ensure no breach in Data Privacy & Confidentiality

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. Lead the team to achieve the outcomes set out in the Bank's Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] * Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Key Stakeholders

Head of Priority Banking Head of CPBB WM Product teams Retail Product teams Investment Advisors Insurance Specialists Country Credit Team Country Operations Quality Assurance Country OR Other Responsibilities

Progress against balanced scorecard targets. Portfolio growth by means of acquisition of new customers and deepening existing client relationships. Increase profitability of client through revenue generation and growth. Net incremental growth of portfolio in terms of revenue for the existing book. Growth in product cross holding ratio Customer satisfaction scores reflected in Net Promoter Score (NPS) Adherence to process and compliance

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 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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