Senior Relationship Manager, Priority
Standard Chartered
Ho Chi Minh, Vietnam, ASEAN & South Asia
1 ngày trước

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
  • 3. Service

  • 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
  • Strategy

    Awareness and understanding of the Group’s business strategy and model appropriate to the role

    Business

  • 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
  • Processes

    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
  • 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.
  • 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.

  • 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
  • Other Responsibilities

  • 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.
  • Product broadening

  • Enhanced multi-product Priority knowledge
  • Market and competition knowledge
  • Good product knowledge / selling and service skills
  • Client engagement

  • Needs-based relationship deepening skills
  • Presentation and soft skills tailored to engaging Affluent Clients
  • Internal stakeholder engagement skills
  • Closing deals
  • Ability to drive and manage client interaction
  • Communication and presentation skills
  • Negotiation and objection handling
  • Client training on digital solutions
  • Branch Banking Risks & processes
  • Interpersonal skills
  • Ability to work in a team of various levels to deliver exceptional performance
  • Demonstrated ability to establish a service culture
  • Risk Management
  • Legal & Regulation knowledge
  • Journey completion

  • 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
  • Personal requirement

  • Degree and / or relevant professional qualifications / experience.
  • Working experience in banking with demonstrable knowledge of banking practices and financial products.
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