Lowongan Kerja Surabaya Posisi Relationship Manager, Priority di Standard Chartered Bank

The Relationship Manager is primarily 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 Retail Client division. As a sales staff of Standard Chartered Bank is not allowed to sell any unapproved products or services by Standard Chartered Bank and to act as an agent of other Banks or Financial Institutions.

The Relationship Manager is responsible to drive profitable revenue and volume growth from their portfolio with a focus on deepening of existing customer relationships and cross sell thereby improving market and customer share of wallet with the Bank.

Key Measurables

• 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 procedures and compliance

Strategy

• 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.

Business

• 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.
• Effectively convert service recovery to sales opportunities and sustained client loyalty.

Processes

• 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 Priority Banking segment.

Risk Management

• Read, understand and comply with all provisions of the Group Code of Conduct.
• Sound knowledge of all aspects of general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable.
• Ensure zero operational loss and effective complaint management.
• Effective reject management for suspicious transaction
• Report any suspicious transaction immediately to the supervising officer of Fraud Control
• Ensure strict compliance and responsible for achieving and maintaining satisfactory audit rating
• Ensure Right sales process’ to ensure Treating Customer Fairly (TCF) is implementing consistently to avoid mis-selling case

Governance

• Ensure KYC compliance for all new to bank and existing customers
• Awareness of all the policies and procedures issued in relation to money laundering prevention
• Comply with all applicable Anti Money Laundering & Terrorist Financing (AML/TF) procedures
• Ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff
• Ensure that effective arrangement are in place to comply with AML/TF requirements (CDD, Transactions Monitoring and Sanctions) as stipulated by Group & Local Regulator
• Perform CDD Periodic Review & Customer Data Updating
• Make prompt reporting of Suspicious Activity Report (SAR) to UKK Holder (Branch Manager) and to CMLCO at Head Office
• Ensure to join available AML/TF training (or e-training)
• Responsible for proper control of keys/ combination setting & password for safekeeping cash and valuable documents (if applicable)
• Ensure implementation of Clean Desk Policy
• Ensure kept no pre-signed blank form and customer copy ID
• Ensure customer data are kept properly in secured area

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 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.
• Ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff

Key Stakeholders

• Wealth Management
• Priority Banking Segment
• Personal Banking Segment
• Business Banking Segment
• Brand & Marketing
• Branch Operations
• HR & Learning Academy
• Legal and Compliance
• CEPG
• SBIM
• Customers

Other Responsibilities

• Ensure that all workplace for which they have responsibility are safe and do not present a risk to the environment