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Servicing existing and primarily walk-in customers to fulfill the specific transactional expectations of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.
Strategy
• Maximize sales performance to attain 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 secure adherence all the times.
• Ensure high level of customer service in the Branch. Oversee difficult customer situations
• Secure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
• Guarantee transactions are processed with a high level of accuracy and commitment in order to satisfy customer needs
• Secure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
• Guarantee 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 secure continuous improvement if below benchmark, sustain and better-quality service
• Take responsibility for general reconciliation and control activities
• Find ways to upgrade operational productivity and control costs to meet cost budgets
• Be multi-skilled to handle all kinds of transactions and services in the bank
• Handle progress and attrition of the base, facilitate customer up-streaming. Enhance product per customer
• Secure 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
• Accountable 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;
• See to it 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
Business
Sales and Service Objectives:
• Maximize sales performance to deliver on given revenue targets for the zone as well as Distribution network through liability products [Current /Savings /Term deposits], wealth management products and asset related products
• Build, implement and handle a best-in-class sales capability
• Lead the implementation of the liability strategy at the Branch
• Review, analyze and run the customer portfolio for profitable expansion
• Initiate development of strategies for customer acquisition, retention, and cross sell
• Support where necessary, via joint customer calls and pinpoint potential customers
• Together with Branch Managers, enhance the bank’s image through area promotions, community activities etc.
• Run service delivery in the network to the highest competitive standards
• Monitor service standards for the network and audit expected behaviors.
Processes
Operations & Compliance
• Guarantee satisfactory ratings in all internal/external audits conducted at all branches in the zone
• Control and periodically check operational risks and workflows
• Review core operational risks and streamlining indicators
Integration/ Change Management
• Facilitate the implementation of new systems and processes throughout the branch network
• Lead the transaction migration initiative at the area
Segment Ownership
• Implement all segment/ product initiatives in the zone (PRB/ Premium/ Personal/ SME)
• Jointly own the delivery of segment / product (PRB/ Premium/ Personal/ SME) targets with the branch managers & segment associate directors
People & Talent
People Management
• Drive and embed a robust performance culture through inspiring, motivating, and rigorous performance management discipline. Shape and develop talents within the network through optimal resourcing, capacity planning, succession planning and engagements
• Reach high employee engagement and satisfaction. Retain talent, check attrition. Run and mentor network staff and Union interface to guarantee overall employee satisfaction
• Pinpoint training, development and counselling needs for staff
• Undertake career progress planning for performers in the branch network
Governance
• Guarantee he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention and secure compliance thereto. Any suspicious transaction must immediately be reported as per guidelines
• He/ She is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times within the network
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
• Accountable 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
• See to it 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
• As a manager you are also tasked with the health and safety aspects within your area of control. You need to make sure that
• Your employees are adequately trained and supervised to execute their tasks in a safe manner and are free to raise any Health and safety issues and these issues are addressed appropriately.
• The contractors working in your area or for you are working in a safe & healthy manner
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, among them regulatory and business conduct, throughout Standard Chartered Bank. This includes understanding and securing compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Productively and collaboratively spot, escalate, mitigate, and resolve risk, conduct and compliance matters.
Core stakeholders
• WRB Head, Head - Affluent Banking, Region Area Director, Leadership Team, Department Heads
Other Responsibilities
• Embed Here for good and Group’s brand and values in India; Undertake other responsibilities assigned under Group, Country, Business or Functional policies and procedures;
Technical Competencies:
• Sound understanding of retail banking products (CASA, loans, deposits, insurance, investments).
• Wealth know-how and customer handling abilities
• Analytical capabilities
• Proficiency in using banking software/ application and CEMS systems.
Behavioural Competencies:
• Outstanding communication abilities and presentation capabilities
• High level of inter-personal competencies & integrity
• Capability to influence Senior Management and offer thought leadership
Educational Background:
• Preferably a Master’s Degree in any discipline, other banking certifications will be an advantage
Work Experience:
• Exposure to running sizeable profit centers, distribution networks with full accountability for strategy, costs and revenue.
• Track record of successful multi-product sales in a retail business.
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 client organisations, communities, and each other. We question the status quo, love a challenge and enjoy finding new chances 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 collaborate 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 organisation at the heart of what we do
Never settle, continuously striving to enhance 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 establish for the long term
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 among them 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 capabilities, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
A continuous learning culture to support your development, with prospects 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, throughout our teams, business functions and geographies - everyone feels respected and can realise their full potential.
Location for this Hub Manager opening: Bangalore.
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 0-5 Years years of relevant experience expected for this role.
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Hub Manager at Standard Chartered.
This role requires around 0-5 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
You can apply directly using the Apply Now button on this page, which will take you to Standard Chartered's application process for this role.