JOB ROLE
- Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.
Key Responsibilities
- Maximize sales performance to achieve given revenue targets (self and branch) through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured)
- Generate new business via sales promotions, out-marketing calls and presentations and in-branch contacts
- Participate actively in branch sales planning to generate action plans for meeting targets
- He/She is aware of bank's Mis-selling & Sales Policies and ensure adherence all the times.
- Ensure high level of customer service in the Branch. Manage difficult customer situations
- Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
- Ensure transactions are processed with a high level of accuracy and commitment in order to satisfy customer needs
- Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
- Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
- Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
- Take responsibility for general reconciliation and control activities
- Find ways to improve operational efficiency and control costs to meet cost budgets
- Be multi-skilled to handle all kinds of transactions and services in the bank
- Manage growth and attrition of the base, facilitate customer up-streaming. Improve product per customer
- Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
- Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
- Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
- Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
- Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
- Encourage others to work in a healthy and safe manner;
- Report all accidents and incidents and bring to the attention of the management any hazard in the workplace
Strategy
- Maximize sales performance to achieve given revenue targets (self and branch) through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured)
Business
- Maximize sales performance to achieve given revenue targets (self and branch) through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured)
- Generate new business via sales promotions, out-marketing calls and presentations and in-branch contacts
Processes
- Ensure high level of customer service in the Branch. Manage difficult customer situations
- Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
- Ensure transactions are processed with a high level of accuracy and commitment in order to satisfy customer needs
- Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
- Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
- Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
People & Talent
- Be multi-skilled to handle all kinds of transactions and services in the bank
- Manage growth and attrition of the base, facilitate customer up-streaming. Improve product per customer
- Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct,
Risk Management
- 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.
Governance
- 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.
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 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.
Qualifications
- 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
- Management Information Skills
- Good Interpersonal Skills
- Customer and Service Orientation
Role Specific Technical Competencies
- Build and deepen relationships with existing Prime Customers to achieve increase in share of wallet and revenues.
- Provide professional customer service to achieve a high percentage of customer satisfaction and retention.
- Manage the portfolio to de-risk against attrition and achieve stability of book.
- 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 affluent net worth customers of the Bank.
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.
