Client Service Manager - Distribution Network

Job Summary

Relationship Management
•    Develop and deepen relationships with existing Priority Customers to reach increase in share of wallet and revenues.
•    Give professional customer service to attain a high percentage of customer satisfaction and retention.
•    Handle the portfolio to de-risk against attrition and deliver on stability of book.
•    Have complete understanding 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

Sales 
•    Generate new business to reach defined targets in terms of no. of customers, volumes and revenue for the segment
•    Deliver on the Targets set in terms of product mix
•    Induction of all new customers brought in by the Branches & Direct Sales team.
•    Attain “best in class” productivity in order to maximize the efficacy of the sales process.
•    Reach 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.
•    Collaborate customer events for the cluster along with the product team

Sales MIS
•    Update & uphold all Sales MIS (Calls, Prospects, Attritions, Business done, etc.)
•    Keep up and update customer information on WMS

Service
•    NPS & Customer management 
•    Make sure that NPS is at least in second quartile as compared to peers 
•    Use the online CMP system diligently and reach > 75% of their require customer contact each month 

Risk Management & Compliance
•    Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC. 
•    Guarantee compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.
•    Secure full awareness of all policies relating to operational risk, sales processes, misselling, etc. and comply with the same
•    Read, understand and comply with all provisions of the Group Code of Conduct.

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, such as regulatory and business conduct, over 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.
•    Efficiently and collaboratively pinpoint, escalate, mitigate and resolve risk, conduct and compliance matters.

Abilities and Experience

•    Good Interpersonal Capabilities
•    Customer and Service Orientation
•    Banking know-how
•    Management Information Abilities
•    Competitive awareness & benchmarking
•    Strong communication, interpersonal & relationship establishing abilities
•    Able to pick up new concepts quickly
•    Able and excited about going out to meet new customers
•    Collaborate customer events for the cluster along with the product team
•    Aggressive Sales call plans to acquire large prospective customers through referrals.
•    Sales focused and highly target oriented

Qualifications

•    Graduate/ Postgraduate, consistent academic career
•    Extensive sales experience (2 to 5 years)

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 prospects 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 partner 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 upgrade 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 develop 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 covering 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 abilities, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
A continuous learning culture to support your expansion, with openings 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, spanning our teams, business functions and geographies - everyone feels respected and can realise their full potential.