RESPONSIBILITIES

This is an individual contributor role with responsibility to increase engagement with premium clients via active contact strategy. 

• The job holder will drive interactions with clients in line with relationship based defined period client coverage model. He/she will need to cross sell selected retail banking products with focus on wealth, insurance sales and Current Accounts & Savings Accounts  Assets Under Management (CASA AUM) build up through leads and as dedicated personal for premium clients.
  The role holder will also drive migration and adoption of digital capability. 
• Meet or exceed applicable scorecard targets
• Drive portfolio growth through aggressive acquisition of segment qualifying customer relationships within the Premium sales team as well as from supporting job families
• It is expected that premium executive will drive high quality sales interactions and increase product holding per client, increase revenue per client and growth of both side of the balance sheet.

Customer Service, Quality and Productivity

•    Daily client engagement in a controlled environment with an aim of sales and service conversion via call conversations. 
•    High volume call handling without compromise of quality and professionalism
•    Carry out suitability assessment of clients with potential to be ultra high net worth

•    Resolution of complaint where possible or prompt submission of the complaint to Customer resolution Unit.
•    Efficient Service recovery – ability to turn a complaint/unhappy customer into a loyal satisfied customer with professional and empathetic service recovery.

Key Responsibilities

•    Drive client engagement in line with coverage model. 
•    Engage premium clients by identifying and meeting needs via cross sell of retail banking products. Primary focus will be on increasing penetration of wealth and insurance along with improving CASA AUM.
•    Follow the applicable contact management approach to drive engagement with premium clients. Execute applicable sales campaigns as designed and released by country segment teams 
•    Drive ‘Needs based conversations’ with clients to provide suitable products. Focus on building relationship via consultative selling approach 
•    Meet or exceed applicable scorecard targets 
•    Handle Client led product requests triggered via Cliient Engagement Systems (CEMS) leads. 
•    Follow up and manage expectations of clients to ensure timely processing of sales transactions 
•    Help drive digital adoption within the portfolio 
•    Support on boarding of premium clients and create a pipeline for upgrade to priority segment
•    Embed Here for good and Group’s brand and values as part of Premium executive team
•    Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures. 

Portfolio Management

•    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 Wealth Management Solutions

Risk Management 

•    Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them
•    Remain at alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the principles in relation to: “Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to Customers”.

Operational Risk Policy

•    Ensure understanding of the Group’s Risk Management Framework including relevant Operational Risk Framework ownership. Ensure a full understanding of the risk and control environment in area of responsibility

Governance 

•    Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
•    Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
•    Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner. 

KYC

•    Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the principles in relation to:
•    “Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers”.
•    Ensure you are trained in combating money laundering
•    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 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.

Internal  
•    Wealth Specialist
•    Branch Managers
•    Reginal Managers
•    Quality Analyst
•    Universal Bankers
•    CDD and Operations teams

External     
•    Customers (Current and Potential)

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

QUALIFICATIONS

•    Academic or Professional Education/Qualifications in any higher institution
•    3 years in relevant portfolio management experience or related relevant experience
•    Licenses and Certifications/accreditations; Wealth Management

PROFESSIONAL SKILLS:

•    Superior knowledge of Investment Solutions and Financial Markets.
•    Possess diverse investment and market views to offer a concise and consolidated view of events to give the appropriate recommendation and guidance to clients.
•    Ability to identify customer needs and suggest more 
•    Ability to educate and convince customer 
•    Ability to make decision in line with customer expectation and without any compromise to the Bank
•    Ability to spot opportunities and carry out digital education, cross sell or upsell.
•    Demonstrated ability to proactively diagnose customer issues. 
•    Ability to express empathy and listen actively.
•    Demonstration of Resilience and Assertiveness.
•    Demonstrated experience in handling challenging conversations.
•    Strong relationship management skills and ability to collaborate effectively with relevant stakeholders in the complaint resolution chain
•    Demonstrated expert verbal and written communication skills required.
•    Ability to achieve results and deliver sustainably.
•    Excellent communication, interpersonal and relationship skills.
•    Strong leadership skills

•    Excellent interpersonal skills
•    Highly developed networking and negotiation 

TECHNICAL COMPETENCIES:

•    Manage Conduct
•    Manage Risk
•    Good understanding of bank’s operational processes
•    Working knowledge of core banking systems
•    Good understanding of bank’s operational processes.
•    Expert understanding of the Bank’s products.
•    Expert understanding of the Banks Digital platform capabilities

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.