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Senior Client Relationship Manager, GCC Growth

3 weeks ago

Manama, Manama, Bahrain beBee Careers Full time
Job Summary

As a Senior Client Relationship Manager, you will lead the bank's GCC client coverage, with a focus on acquiring and deepening relationships in the Saudi corridor. Your primary responsibility will be to lead a team of Relationship Managers to achieve sales targets through maximizing acquisition/referral opportunities, deepening existing customer relationships, and delivering specified service standards for the Priority Banking segment.

Main Responsibilities
  • Strategy:

You will lead a team of Relationship Managers to achieve specified sales targets (new sales and portfolio) and service standards. This involves implementing a consistent and disciplined customer contact management strategy to support relationship building and cross-selling efforts.

Foster and deepen customer relationships by providing regular market information updates and trend analyses on local and foreign financial products. Guide the team in training and leading branch staff in upgrading and converting existing target branch customers for Priority Banking.

Initiate and collaborate with Product Value Streams on development of new products driven by client needs.


  • Processes:

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 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. 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 assessments 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:

Responsible for RM capacity and productivity management. Responsible for RM recruitment, training & development curriculum including certification, empowerment rules, retention strategies, rewards & recognition programs, and career paths.

Supervise and coordinate the sales effort of Priority Banking/Preferred Banking marketing and promotional activities to meet new business and customer acquisition goals.

Conduct staff meetings and provide support/updates for sales campaigns and activities, procedural changes, management directives, etc. Provide coaching and guidance on day-to-day portfolio management.


  • 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 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 compliance 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. Lead the team to achieve the outcomes set out in the Bank's Conduct Principles.

Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct, and compliance matters.


Key Stakeholders

Head of Priority Banking, Head of WRBVCGM Affluent, Head WM, Product teams, Retail Product teams, Investment Advisors, Insurance Specialists, Country Credit Team, Country Operations Quality Assurance, Country OROther Responsibilities Embed Here for good and Group's brand and values in Bahrain Team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; 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.