Associate, Relationship Mgmt.-2400003781

The Role Responsibilities

Strategy

Build and deepen relationships with existing Priority Customers to achieve increase in share of wallet and revenues.

• 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
• Build and deepen relationships with existing Priority 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 Net Worth customers of the Bank

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
• Ensure high level of customer service in the Branch. Manage difficult customer situations
• Generate new business to achieve defined targets in terms of no. of customers, volumes and revenue for the segment
• Achieve the Targets set in terms of product mix
• Induction of all new customers brought in by the Branches & Direct Sales team.
• Achieve “best in class” productivity in order to maximize the efficacy of the sales process.
• Achieve the budgeted cross sell targets.
• Aggressive Sales call plans to acquire large prospective customers through referrals.
• Ensure coverage of customer base in accordance with the approved contact plans.
• Coordinate customer events for the cluster along with the product team

Processes

• 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

People & Talent 

• 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 

Risk Management

• Ensure candidate is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct

Governance 

• 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. 

Key stakeholders

• Branch Banking & other related department 

Our Ideal Candidate

• AMFI IRDA

Role Specific Technical Competencies

• Product Knowledge
• Sales Skill set
• Presentation skills
• Communication

About Standard Chartered 

We're an international bank, nimble enough to act, big enough for impact. For more than 160 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term