Job Summary

The Virtual Outbound Relationship Manager position is dedicated to serving clients within local and premium segments, focusing on non-cross-border interactions. This role is instrumental in expanding relationships through proactive outbound engagement, fostering adoption of financial products and services, and driving revenue growth aligned with regulatory standards and exemplary customer experience principles. You will be the key liaison, delivering tailored wealth advisory and product updates, spearheading sales efforts, and generating quality leads within a digitally enabled environment. This role propels the Bank’s strategic approach towards insight-led customer engagement, helping clients maximise their financial potential while expanding the Bank’s portfolio through trusted relationships and expert communication.

Your daily activities will be pivotal in identifying client needs, proposing relevant solutions, and ensuring compliance with all operational and regulatory guidelines. You will balance your commercial objectives with a genuine commitment to client-centric service, thriving in a dynamic, fast-paced setting where your influence directly impacts client satisfaction and business outcomes.

Key Responsibilities

Client Product Advisory and Support

• Provide clients with comprehensive, accurate information about product features, benefits, and sign-up procedures to facilitate informed decisions and seamless onboarding processes.
• Enhance the digital experience by actively monitoring and supporting automated channels related to wealth management, investment options, loyalty programs, and promotional offers, ensuring clients receive personalised and timely assistance.
• Efficiently triage client inquiries, redirecting complex or specialised cases to appropriate Relationship Managers, specialists, or branch personnel, thereby maintaining prompt resolution and elevated service standards.

Sales Engagement & Lead Generation

• Transform inbound queries and prior client interactions into valuable sales opportunities by presenting tailored financial solutions aligned with clients’ goals and preferences.
• Drive net new asset inflows and bolster the affluent portfolio by identifying and nurturing cross-selling and upselling prospects through meaningful, needs-based conversations rather than generic product pitches.
• Navigate regulatory frameworks effectively by referring clients in restricted markets to qualified licensed channels for final sales completion and compliance adherence.

This role demands engagement with evolving digital tools, strategic insight into client needs, and a proactive approach to relationship management, all while upholding robust compliance frameworks.

Digital, Data & AI-Enabled Selling
•    Prioritise outreach, tailor conversations and improve hit‑rates through using digitally-enabled tools and technologies (CRM systems, agentic AI, speech analytics, guided workflows, insights, and quality monitoring). 
•    Leverage real-time data-driven insights on client behaviour, preferences and lifecycle triggers to guide outbound interactions
•    Improve service quality and productivity by demonstrating learning agility and continuously building confidence and capability in new digital, AI and agentic tools.

Risk, Compliance & Conduct
•    Maintain strong risk and compliance discipline by complying with the Bank’s mis-selling and sales policies, and policies related to ORMA, the Group Code of Conduct, KYC/CDD/EDD and money laundering prevention.
•    Execute outbound activity fully in line with conduct, suitability, consent, privacy and regulatory standards. This includes maintaining accurate records of client interactions, offers and outcomes to support audit, governance and reporting requirements.
•    Apply judgement to determine when not to sell, including recognising signs of client vulnerability and identifying when a proposition is not in the client’s best interests. 

Skills and Experience

To excel in this position, you will bring a robust set of skills and experiences that empower you to deliver exceptional client engagement and drive business growth, including:

• Digital literacy: Proficient in utilising financial technologies, data analytics, and AI tools to enhance client engagement and personalise offerings.
• In-depth product and process knowledge: Strong understanding of banking products, retail operations, lending options and audit standards essential for accurate advisory and compliant sales execution.
• Risk, compliance and conduct awareness: Ability to operate confidently within regulatory frameworks to uphold ethical standards and mitigate operational risks.
• Effective communication: Excellent verbal and written skills to facilitate transparent, empathetic and influential conversations with clients and colleagues.
• Opportunity identification: Skilled at recognising and qualifying potential sales leads, with proven capabilities in delivering persuasive sales proposals and presentations.
• Financial services industry insight: Awareness of market dynamics, customer segmentation, and competitive landscape to tailor solutions effectively.
• Accountability and critical thinking: Demonstrate ownership of tasks and proactive problem-solving to handle challenges independently and innovatively.
• Relationship building: Ability to forge and maintain trust-based client relationships through consistent, personalised engagement.
• Resilience and adaptability: Comfortable working in a fast-paced, target-driven environment with flexibility to evolve alongside changing technologies and client expectations.
• Learning agility: Commitment to continuous professional development to stay updated on best practices and emerging trends in wealth management.

Qualifications

The ideal candidate will possess the following qualifications to support successful performance in this role:

• Minimum of 2 years’ relevant experience required.
• Bachelor's degree in a relevant Field .

About Standard Chartered

At Standard Chartered, we are a leading international bank committed to impacting clients, communities, and colleagues positively for over 170 years. Our culture thrives on challenging the status quo, embracing innovation, and driving sustainable growth through our unique diversity. We champion inclusion, recognising and celebrating the rich variety of talents and backgrounds within our workforce.

Our purpose is to drive commerce and prosperity through our valued behaviours, including integrity, client-centricity, collaboration, and continuous improvement. When you join us, you become part of a team that values difference, fosters trust, and encourages every individual to make a meaningful impact, while upholding our brand promise "Here for good".

We operate with boldness, accountability, and respect—building long-term relationships with clients and each other, ensuring a supportive environment where all voices are heard and talents are nurtured.