Associate Director, Priority Clients

JOB SUMMARY

• 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 the Consumer Banking suite.
• The Relationship Manager 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

• 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 clients circle of influence (e.g. a parent, mentor, advisor or other family member).
• Consistent and frequent communication with clients providing complete, concise portfolio valuations and guidance.
• Serve as a problem-solver for the client, helping them identify investment criteria, recognize 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.

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 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 & Talent

• Develop a people culture which encourages and champions change among colleagues in the daily workplace. This will facilitate innovation and improvement with the objective of delivering superior Customer & Frontline experience.

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles.

Key Stakeholders

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

Other Responsibilities

• Embed Here for good and Group’s brand and values in Bahrain; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats).
• 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.

Qualification

• Education: Bachelor Degree.
• Certifications: CFA or FAP Certified.
• 5+ years of successful business practice in client relationship management in the banking industry, with the relevant depth of experience in financial services.
• Strong interpersonal and communication skills with multicultural awareness and sensitivity and ability to deal with people of all levels.
• A team player with good initiatives & assertiveness.
• Proven track record in business goal management.
• Make effective business decisions independently, based on sound financial and business principles.
• Sound knowledge and experience in building and managing cross border business.
• Superior knowledge of wealth management products and financial markets.

• Strong analytical skills and core banking/ asset products system knowledge.
• Strong product knowledge of assets & liability products, operations and process.
• Possess diverse investment and market views to offer a concise and consolidated view of events so as to give the appropriate recommendation and guidance to clients.
• A self motivator who is keen on upgrading & improving personal knowledge & skills to meet evolving job requirements.
• CFA, FAP qualification preferable.

Role Specific Technical Competencies

• Products & Process
• Relationship Management
• Market Knowledge
• Addressing Customer Needs
• Effective Communications

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 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.
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term.

What we offer

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 leave, parental/maternity (20 weeks), sabbatical (12 months 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.