مساعد مدير علاقات

Job Summary

• The Assistant Relationship Manager is part of Rehlaty, the Bank’s UAE National development programme for building capable, client-focused Relationship Managers in Priority Banking.
• Manage an assigned portfolio as the primary contact for day-to-day banking needs, delivering proactive engagement, accurate service, relationship growth and fair client outcomes.
• Deliver the Bank-approved scorecard across revenue, portfolio, sales, activity, service, customer experience, risk and conduct.
• Consistent performance, strong conduct and completion of Rehlaty requirements provide a pathway to progression into a Priority Banking Relationship Manager role.

Key Responsibilities

Strategy

• Own the assigned Priority Banking portfolio, including onboarding allocated new-to-bank clients.
• Translate scorecard objectives into disciplined activity plans, review performance regularly and take timely corrective action.
• Execute the Contact Management Plan through structured engagement, portfolio reviews and needs-based financial conversations.
• Grow portfolio value through eligible client acquisition, relationship deepening, increased wallet shares and Assets Under Management, while managing attrition within agreed thresholds.
• Advance the Bank’s digital agenda by improving client adoption of approved digital channels and using data-led insights to prioritise engagement and opportunities.
• Maintain accurate client, pipeline and performance information in CEMS and other approved Bank systems and submit required reports on time.
• Maintain current product, process, risk and regulatory knowledge and complete mandatory training, assessments and certifications on time.

Business
Acquisition & Sales Management
• Build and manage a high-quality prospect pipeline aligned with the approved scorecard and client strategy.
• Conduct disciplined prospecting and convert eligible opportunities into sustainable Priority Banking relationships.
• Complete needs assessment, suitability, onboarding, documentation and fulfilment accurately and within prescribed timelines.
• Recommend appropriate banking and wealth solutions and monitor conversion, activation and productivity, addressing gaps promptly.
• Generate qualified referrals to specialist partners and follow opportunities through to completion, ensuring a seamless client experience.

Customer Relationship Building

• Serve as the primary contact for assigned clients and maintain a comprehensive understanding of their financial position, banking behaviour and objectives.
• Own client requests from initiation to resolution, coordinating with internal teams and keeping clients appropriately informed.

• Conduct regular portfolio reviews and proactive engagement through approved telephone, video, digital and in-person channels.
• Re-engage inactive relationships and support the activation of dormant or underutilised accounts where appropriate and in line with Bank controls.
• Deliver responsive, accurate and consistent service, ensuring suitable recommendations, effective service recovery, complaint prevention and client retention.

Processes

• Execute all activities within approved policies, procedures, authority limits and service standards.
• Maintain complete, accurate and contemporaneous records of client interactions, instructions, recommendations, requests and outcomes in approved systems.
• Protect client data and comply with confidentiality, information-security and records-management standards.
• Record and obtain approval for leave and other absences promptly, with supporting documentation where required.
• When appointed as backup Relationship Manager, assume timely ownership of client servicing, open requests, follow-ups, escalations and control obligations.
• Identify practical improvements that strengthen client experience, productivity and control effectiveness.

People & Talent

• Own the Rehlaty development journey, complete assigned learning and apply acquired capability to portfolio management.
• Use coaching, feedback, systems and tools effectively, maintaining an individual development plan aligned with progression to Relationship Manager.
• Demonstrate readiness for progression through increased ownership, sound judgement, consistent control discipline and the ability to manage more complex client needs.
• Maintain punctual, full attendance at the designated office during prescribed hours, including returning promptly after Friday prayers, unless on approved leave or authorised business activity.
• For approved absences, activate an accurate out-of-office notice and complete a documented handover of open client and control matters.
• Performance is assessed against scorecard delivery, productivity, client activity, service quality, risk, conduct and behavioural expectations. Performance gaps may be addressed through a Development Action Plan and, where required, a formal Performance Improvement Plan under Bank guidelines.

Risk Management

• Maintain accurate KYC, AML and client due-diligence records and complete documentation to required standards.
• Maintain C-Manager and other control systems accurately and follow the Contact Management Plan.
• Comply with requirements for sanctions, fraud, financial crime, operational risk, sales quality, suitability and anti-mis-selling.
• Identify and promptly escalate suspicious activity, breaches, control weaknesses and emerging risks through approved channels.

Governance

• Comply with applicable Group policies, local laws and regulations, delegated authorities and governance requirements.
• Ensure client engagement through telephone, digital and in-person channels meets internal governance, recording and regulatory standards.
• Complete mandatory attestations, reviews, certifications and remediation actions accurately and on time.

Regulatory & Business Conduct

• Live the Group’s Values and Code of Conduct and take personal responsibility for ethical, regulatory and business conduct.
• Collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Ensure fair client outcomes and comply with suitability, sales-quality, data-confidentiality and conduct requirements in every interaction.
• Maintain the office discipline, client availability, accurate records, timely execution, documented handovers and control adherence expected in a regulated financial-services environment.

Key stakeholders
Internal:
• Priority Banking and Wealth Management leadership, Relationship Management teams and branch teams.
• Product, Treasury, Customer Service and Operations teams.
• Marketing and research teams.
• Financial Crime Compliance, Risk and other control functions.
External:
• Existing and prospective Priority Banking clients.

Other Responsibilities

• Maintain a professional Priority Centre environment and represent the Bank and Priority Banking proposition to a consistently high standard.
• Educate clients on the appropriate use of approved digital and alternative service channels.

Skills and Experience

• Client Needs Analysis and Suitability
• Priority Banking Products and Solutions
• Portfolio and Pipeline Management
• KYC, Financial Crime and Conduct Risk
• Client Service and Issue Resolution
• CRM and Digital Client Engagement

Qualifications

• University degree or equivalent professional qualification.
• Relevant experience in relationship management, wealth management, client engagement or financial services.
• Working knowledge of banking products, investments, client servicing, KYC, AML, sanctions, conduct and applicable banking regulations.
• Strong understanding of the Priority Banking proposition and the needs of affluent clients.
• Strong communication, negotiation and relationship-management skills, with the ability to influence outcomes and manage stakeholders effectively.
• Demonstrated ability to plan activity, manage a portfolio, deliver against targets and maintain high standards of client service and operational discipline.
• Proficiency in CRM, client-engagement, digital communication and standard office applications.
• Ability to operate effectively in a multicultural and regulated environment.
• UAE National, in line with the eligibility criteria of the Rehlaty programme.
• Arabic-language capability is preferred.

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.