About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours -
do the right thing, better together and never settle - as well as our brand promise, Here for good. We're committed to promoting equality in the workplace and creating an inclusive and flexible culture -
one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
The Role Responsibilities
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
1. Methodically engage
Have complete knowledge of the clients in terms of the profile & assets
Create analytics-backed next best conversation
Cold call to clients in portfolio (based on priority contact strategy per month / every 2 months)
2. Meet & deep sell( in person)
Meet in person to meet advisory needs (once a month / quarter)
Connect client with specialists (IS, TS)
Set up products
Conduct / connect for periodic KYC
Conduct fulfilment & activate
Refer most servicing activities to Client Service Managers
1. Connect & prepare
Connect & start up referred leads (includes Personal clients in Store with more advanced needs)
Explain proposition & requirements in full
2. 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
Awareness and understanding of the Group’s business strategy and model appropriate to the role
Awareness and understanding of the wider business, economic and market environment in which the Group operates
Awareness and understanding of the assigned target / business numbers from top managers
Ensure full capacity and capability to deliver business performance individually
Responsible for executing the related processes under sale’s scope to each product, client, segment, CDD, etc
People and Talent
Lead through example and contribute to build the appropriate culture and values
Work in collaboration with risk and control partners
Ensure to fully attend of ongoing training
Self-manage individual sale performance against responsibilities and objectives
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.
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.
Lead the Vietnam / RB Distribution Network / Priority Banking Relationship Mangement / PCRM 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 Internal :
Priority Wealth Specialist / Insurance Specialist
Priority Senior Banker
Priority Client Service Manager
Embed Here for good and Group’s brand and values in the team
Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
Enhanced multi-product Priority knowledge
Market and competition knowledge
Good product knowledge / selling and service skills
Needs-based relationship deepening skills
Presentation and soft skills tailored to engaging Affluent Clients
Internal stakeholder engagement skills
Ability to drive and manage client interaction
Communication and presentation skills
Negotiation and objection handling
Client training on digital solutions
Branch Banking Risks & processes
Ability to work in a team of various levels to deliver exceptional performance
Demonstrated ability to establish a service culture
Legal & Regulation knowledge
Discipline and time management to handle a client portfolio
Ability to solve problems and close issues without handing over
Strong analytical ability
Ability to match solutions to client needs
Understanding of Priority KYC principles
Degree and / or relevant professional qualifications / experience.
Working experience in banking with demonstrable knowledge of banking practices and financial products.