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Associate Director Manama

2021-05-31 07:20:18
Associate Director Manama
About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The Role Responsibilities

• Lead a team of Relationship Managers (RM) to achieve specified sales targets (new sales and portfolio) and service standards
• Implement 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 / Preferred Banking
• Initiate and collaborate with Product Value Streams on development of new products driven by client needs

• The primary purpose of this role is in leading a team of Relationship Managers to achieve the sales team targets through maximizing acquisition/referral opportunities, deepening existing customer relationships and delivering the specified service standards for the Premium Banking segment
• The Director / TL also carries his/her own book and is primarily responsible for servicing and managing customer relationships under the Priority Banking program by engaging them, uncovering their needs and providing them with the appropriate products, services and solutions from the entire range of the Consumer Banking suite, He/ she is responsible to drive profitable revenue and volume growth from their portfolio with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby improving market and customer share of wallet with the Bank.

• 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 client providing complete, concise portfolio valuations and guidance.
• Serve as a problem-solver for the client, helping them identify investment criteria, recognise 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 assessment 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 and 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
• Ensure meeting clients requirements while ensuring compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff.
• Read, understand and comply with all provisions of the Group Code of Conduct and values.
• Sound knowledge of all aspects of general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable.
• Ensure KYC compliance for all new to bank and existing customers.
• Ensure zero operational loss and effective complaint management.
• Effective reject management.
• Ensure complete adherence to Principles & Policy of Treating Customers Fairly
• Awareness and to comply 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 strict compliance and responsible for achieving and maintaining satisfactory audit rating / reviews and other mandatory checks
• 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 Bahrain CPBB, Priority Banking 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.

Key Stakeholders
• Head of Priority Banking
• Head of CPBB
• Head of Retail Products / Product & Investment Specialist
• Country Credit Team
• Country Operations
• Quality Assurance
• Country Operational Risk (OR)

Other Responsibilities
• 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

Apply now to join the Bank for those with big career ambitions.

To view information on our benefits including our flexible working please visit our career pages. We welcome conversations on flexible working.

Manama Bahrain
Associate Director Manama Standard Chartered Manama
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