Job Summary

•    To support the Senior/Associate Director in revenue generation, customer acquisition, relationship deepening, portfolio growth
     and business development across both the Premium and Priority Banking segments through a dedicated virtual engagement model.
•    The Assistant Relationship Manager (Virtual) is responsible for managing and servicing an assigned portfolio of Premium and 
     Priority Banking customers through proactive telephone, video and digital engagement channels. The role will execute a disciplined
     Contact Management Plan to deepen customer relationships, enhance customer experience, identify financial needs and deliver appropriate banking, wealth, insurance and investment solutions.
•    The role will support the growth of Priority Banking by developing Premium Banking customers towards Priority qualification 
     through consistent customer engagement, portfolio reviews, needs-based conversations and wallet share expansion. The role will 
     also ensure existing Priority Banking customers remain actively engaged, serviced and retained through regular relationship reviews and proactive outreach.
•    The Assistant Relationship Manager (Virtual) acts as the primary virtual point of contact for assigned customers and is responsible
     for maintaining high levels of customer activity, relationship penetration, service excellence and sales productivity while adhering to all regulatory, compliance and conduct requirements.
•    The role forms a critical part of the ARM Channel operating model and serves as a key enabler for customer servicing, acquisition,
     retention, portfolio growth and Priority Banking qualification across the Premium and Priority customer segments.
•    This role forms part of the UAE National Talent Development pathway within Priority Banking and provides a structured 
     progression route to Assistant Relationship Manager, Associate Relationship Manager and Senior Associate Relationship Manager positions within the ARM Channel.

Key Responsibilities

Strategy

•    Supporting in induction of all (NTB) new customers brought in by the Senior/Associate Director.
•    Achieve “best in class” productivity in order to maximize the efficacy of the sales process by providing support to Senior/Associate Director.
•    Update & maintain all MIS (Calls, Prospects, Attritions etc.).
•    Maintain and update customer information on CEMS. Accurate and timely generation of reports.
•    Activation of dormant accounts.
•    Constantly update product and process knowledge by successfully attending Tests/Quizzes/Certifications.
•    Conduct proactive outbound calling activities to Premium and Priority Banking customers in accordance with the Contact Management Plan.
•    Identify customer needs and opportunities through regular customer engagement and financial conversations.
•    Generate opportunities across Investments, Insurance, Deposits, Liabilities and Wealth Management solutions.
•    Support acquisition and retention activities through virtual engagement channels.
•    Identify Premium Banking customers with Priority qualification potential and actively support their progression into Priority Banking.
•    Increase customer wallet share, Assets Under Management and product penetration through structured customer engagement.
•    Execute daily calling activities to drive customer servicing, relationship deepening and business generation.

Business
Acquisition & Sales Management
•    Supporting in induction of all (NTB) new customers brought in by the Senior/Associate Director.
•    Achieve “best in class” productivity in order to maximize the efficacy of the sales process by providing support to Senior/Associate Director.
•    Update & maintain all MIS (Calls, Prospects, Attritions etc.).
•    Maintain and update customer information on CEMS. Accurate and timely generation of reports.
•    Activation of dormant accounts.
•    Constantly update product and process knowledge by successfully attending Tests/Quizzes/Certifications.
•    Conduct proactive outbound calling activities to Premium and Priority Banking customers in accordance with the Contact Management Plan.
•    Identify customer needs and opportunities through regular customer engagement and financial conversations.
•    Generate opportunities across Investments, Insurance, Deposits, Liabilities and Wealth Management solutions.
•    Support acquisition and retention activities through virtual engagement channels.
•    Identify Premium Banking customers with Priority qualification potential and actively support their progression into Priority Banking.
•    Increase customer wallet share, Assets Under Management and product penetration through structured customer engagement.
•    Execute daily calling activities to drive customer servicing, relationship deepening and business generation.

Customer Relationship Building
•    Build and deepen relationships with existing Priority Customers.
•    Build and deepen relationships with Premium Banking customers to support future Priority qualification.
•    Effectively meeting customer expectations and handling/reduction of customer complaints.
•    Provide professional customer service to achieve a high percentage of customer satisfaction and retention.
•    Have complete knowledge of the customer base in terms of the profile, demographics & psychographics and assets in the Bank and in other places.
•    Serve as the one-point contact to the High Net Worth customers of the Bank.
•    Conduct regular customer reviews through telephone, video and digital engagement channels.
•    Develop long-term customer relationships through consistent and proactive engagement.
•    Support customer retention and relationship growth across both Premium and Priority Banking portfolios.
•    Ensure customers receive timely servicing and relevant financial solutions aligned to their needs and objectives.

Processes
•    Ensure compliance of laid down process and procedures.
•    Facilitate and Implement work process improvements.
•    To ensure compliance with Global Process Standards on Customer Data Confidentiality.
•    Ensure all customer interactions are accurately documented within approved Bank systems.
•    Maintain quality customer engagement standards across all virtual communication channels.
•    Execute customer contact activities in line with the Contact Management Plan and applicable service standards.

People & Talent
•    Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
•    Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably 
     skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
•    Employ, engage and retain high quality people, with succession planning for critical roles.
•    Responsibly delegate work to staff, providing coaching and support where required.
•    Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
•    Participate actively in learning, certification and development programmes.
•    Support the development of UAE National talent and contribute positively to the ARM talent pipeline.

Risk Management
•    Ensure KYC/AML updates, proper zero error documentation.
•    Updating the C-Manager, adhering to the Contact Management Plan.
•    Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
•    Ensure compliance with the above policies on an ongoing basis and report any suspicious transaction immediately to the supervising officer.
•    Ensure full awareness of all policies relating to operational risk, sales processes, anti-misselling, etc and comply with the same.
•    Read, understand and comply with all provisions of the Group Code of Conduct.
•    Ensure all virtual customer interactions are conducted in accordance with approved sales processes, regulatory requirements and customer suitability standards.
•    Maintain accurate records of customer conversations, recommendations and engagement activities.

Governance

•    To be able to detect any suspicious transactions, Money laundering, forgeries etc.
•    Highest compliance with reference to Anti Bribery, Anti Money Laundering & Combating Financial Crime Risk procedures.
•    Ensure all GPS standards are followed and adhered.
•    Ensure all customer engagement activities conducted through telephone and digital channels comply with internal governance standards and regulatory requirements.

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.
•    Good knowledge of group policies, standards, local regulations and legislations of the prevention of money laundering and adherence to group code of conduct.
•    Ensure fair customer outcomes through all customer interactions and recommendations.
•    Adhere to customer suitability, sales quality and conduct requirements during all virtual engag

Key stakeholders
Internal:
•    Product Manager – Priority Banking – for Launch and implementation of product campaigns.
•    Customer Service Manager – WM – for Product services to the customers.
•    Unit Heads – Treasury – Implementation of sales strategies.
•    Branch Managers – Implementation of sales strategies.
•    Marketing Manager – WM – Coordinate marketing and research activities.
•    Country Money Laundering Prevention Officer.
•    Assistant Relationship Managers.
•    Associate Relationship Managers.
•    Senior Associate Relationship Managers.
•    Team Leaders.
•    Priority Banking and Wealth Management teams.

External:
•    Existing and Prospective Customers – for Acquisition and retention of business.
•    Premium Banking Customers.
•    Priority Banking Customers.

Other Responsibilities
•    Ability to maintain a highly decent professional environment within the Priority Centre.
•    Educate Clients on using of other delivery channels.
•    Conduct structured outbound customer engagement activities on a daily basis.
•    Support customer servicing, acquisition, retention and portfolio growth through virtual engagement.
•    Support qualification of Premium Banking customers into Priority Banking.
•    Drive customer activity, relationship deepening and customer satisfaction through proactive customer contact.
•    Act as an ambassador of the Priority Banking proposition through every customer interaction.

Skills and Experience

•    Manage Conduct
•    Manage Risk
•    Manage People
•    Spot Opportunities
•    Solve Problems
•    Take the Lead
•    Build Resilience

Qualifications

•    University Graduate.
•    Relevant experience in relationship management, virtual relationship management, wealth management, contact centre banking, customer engagement or financial services.
•    Experience in handling all Banking Customer Services & Investment Products.
•    Strong communication and negotiation skills with the ability to influence outcomes.
•    Excellent telephone-based relationship management and customer engagement skills.
•    Networking ability to manage interdepartmental deliverables.
•    Good understanding of the business environment in UAE preferably with direct contacts with the local HNI community.
•    Proficiency in Computers.
•    Proficiency in CRM, customer engagement and digital communication platforms.
•    Adapting to multi-cultural environment.
•    Good knowledge of banking practises and regulations.
•    Anti-Money laundering, Sanctions/Compliance Training and Basic Banking Practice.
•    Strong understanding of Premium and Priority Banking customer propositions.
•    UAE National preferred.
•    Arabic language capability preferred.

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.