Job Summary

Responsible for formulation and driving execution of strategic agenda for Business Clients. 
Maximizing growth, market share & profitability for the segment (in the region). Role entails taking ownership and providing leadership towards delivery of:

•       Segment Contribution
•       Driving on ground execution of the Customer Value Proposition (CVP)
•       Deepening of Customer Relationship
•       Sales and Service Architecture
•       RM Capabilities & Capacity

Business Performance

• Provide leadership in the overall strategy, growth and profitability of Business Clients Segment Development & Value Proposition.
• Responsible for market leading value proposition, branding and communication
• Initiate and collaborate with channels, product and functional teams to identify and develop product solutions and bundles to meet the needs of the Business Client segment
• Give feedback & execute sub-segment strategy and propositions

Relationship Management Standards and Performance

• Establish and manage standard frontline sales and service team management structure, including specialist and RM hub models
• Lead in the implementation of a systematic relationship management approach to enhance capability and consistency in the sales management discipline
• Responsible for RM capacity and productivity management
• Implementation of RMs competency profiles, recruitment, training & development curriculum including certification, empowerment rules, retention strategies, rewards & recognition programs and career paths.

Customer Segmentation and Portfolio Management

• Maximize customer value through segmentation insights and disciplined portfolio management
• Drive cross selling and up-streaming by tailoring solutions to deepen client relationships
• Collaborate with Product Value Streams to develop product bundles, pricing & promotions to improve cross product holding ratio and portfolio growth
• Define and manage customer retention strategies, including reactive retention and proactive retention programs

Customer Service and Franchise Management

• Leverage on customer research and competitor benchmarking on customer service and customer loyalty/advocacy metrics including NPS (net promoter scores) and drive initiatives to improve them.
• Collaborate with various product, credit, operations and functional teams to improve customer service delivery through turnaround times and process improvements
• Drive the implementation of global service initiatives and standards for the segment
• Network and maintain contact with external sources to benchmark innovative developments

Risk Management & Governance

• Understand the risk and control environment in their area of responsibility and drive rectification as required
• Be the first line of defence 
• Ensure customer value proposition is implemented in compliance with external & internal regulations & policies i.e. Operational, Credit, Reputational & People Risk
• Display exemplary conduct and live by the Group’s Values and Code of Conduct. 

Leadership and People Development

• Drive and embed a strong performance culture through an inspiring and rigorous performance management discipline
• Develop and build talents within Business Clients through optimal resourcing, capacity planning, succession planning and engagement.

Experience:

• In depth understanding of non individual client segment and product suite requirement
• Market / Competitor Knowledge
• Proven track record of leading and succeeding in a key function of an organization, being responsible for its strategic direction, process and procedure development and control
• Good communication, interpersonal and organization skills
• Proficiency in both spoken and written English

Key Responsibilities

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: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Other Responsibilities

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

Skills and Experience

• Graduate/ Post Graduate, consistent academic career
• Extensive sales experience (2 to 5 years)
• Sales focused and highly target oriented
• Able to pick up new concepts quickly
• Able and excited about going out to meet new customers
• Competitive awareness & benchmarking
• Excellent communication, interpersonal & relationship building skills
• Banking knowledge of the product
• Management Information Skills
• Good Interpersonal Skills
• Customer and Service Orientation

ROLE SPECIFIC TECHNICAL COMPETENCIES 

• Good Interpersonal Skills
• Customer and Service Orientation
• Banking knowledge
• Management Information Skills
• Competitive awareness & benchmarking
• Excellent communication, interpersonal & relationship building skills
• Able to pick up new concepts quickly
• Able and excited about going out to meet new customers
• Coordinate customer events for the cluster along with the product team
• Aggressive Sales call plans to acquire large prospective customers through referrals.

Qualifications

• NA

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.