Associate Director, Priority Clients

4 weeks ago

Manama, Bahrain Standard Chartered Full time

**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 client 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 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**
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