Director, Relationship Manager

Job Summary

The role holder is primarily responsible for driving profitable growth from existing and new clients by proactively engaging the clients, understanding, and meeting their needs with the full range of Private Banking products available.

They manage an assigned portfolio of clients within the Private Bank and focus on deepening existing relationships as well as extending the relationship further into additional new product areas to improve client value contribution.

Key Responsibilities

Strategy
Relationship Management
• Generates target market prospects through a number of innovative and sustainable channels.
• Converts target market prospects into clients
• Grow customer portfolio size by deepening existing customer relationships
• Retain existing high value clients; grow wallet share with the bank through focused relationship management activities
• Cross-sell SCB products & services to existing clients
• Be the main banker for majority of clients in portfolio
• Achieves risk weighted returns on clients portfolio
• Effectively interacts with network and available internal resources to provide solutions which meet client needs
• Delivers, monitors and reviews solutions to clients based on client investment profile

Business
Client acquisition
• Solicit New to bank and New to product leads from other key business areas
• Consultative selling of multiple products to clients based on identified leads
• Turn service recovery into sales opportunities
• Refer highly satisfied clients to generate sales
• Analyse and review potential business to ensure maximum profitability
• Collaborate with product specialists to deliver effective client solutions
• Operate within Risk and Compliance framework
• No reported MIS-selling cases

Generic measures of the role

• Progress against a balanced scorecard target
• Growth in product cross-holding ratio
• Sustained, steady AUM growth
• Number of new clients to the bank
• Growth in revenue per customer
• Customer satisfaction scores
• Deliver profitable growth for the team by controlling costs and mitigating operational losses
• Deliver positive client performance in line with client investment profiles

Processes

• Support the continuous improvement of processes to increase operational efficiency and effectiveness
• Support effective management of operational risks across the Business and in compliance with applicable internal policies, external laws and regulations at a global level
• Ensure sales management, suitability and onboarding process are applied appropriately

People & Talent

• RM resourcing, performance management and recognition within the team
• Identify and address top concerns and opportunities for performance within the team

Risk Management

• Understand the risk and control environment within area of responsibilities
• Ensure adequate and appropriate systems and controls are in compliant with Group and Business Policies and Procedures.
• Ensure that risk management matters that are brought to attention are subject to direct remedial action and / or ensure adequate reporting to the relevant risk committees and / or line management
• Resolve client queries without further escalation, where possible
• Analyse financial requirements customer and match with bank product offerings
• Complies with regulations, policies, and guidelines

• Highlights, mitigates, and protects the bank against credit, legal, reputation and other risks
• Minimize errors in transaction execution and service delivery
• Review and respond to AML transaction monitoring queries on transactions highlighted
• Conduct periodic reviews of clients’ accounts
• Attend mandatory complaints and other training
• Raise STR to team leader and compliance for suspicious transactions

Governance

• Ensure adherence to the Bank’s policies and procedures, Regulatory policies and processes.
• Ensure Sales Management, Suitability and on-boarding processes are applied appropriately.
• Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Ensure adherence with the highest standards of ethics and compliance with relevant policies, processes, and regulations forms part of the culture.
• Participate in Local Client Committee and other relevant committees where applicable.
• Engage with all audit report findings and ensure feedback is acted upon

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.
• Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• DFSA prescribed responsibilities and Rationale for allocation.

Key stakeholders

• Market Head
• Senior Client Partner/ Team Leader
• COO
• Business Managers
• Head of Client Service Manager
• Client Service Managers
• Product Specialists and dedicated functional partners
• Relevant Front office colleagues

Skills and Experience

• Relationship Management
• Market Knowledge (SIF)
• Products and Processes
• Strategy and Business Model (SIF)
• Manage Conduct
• Manage Risk

Qualifications

• Academic or Professional Education/Qualifications – relevant degree
• Licenses and Certifications/accreditations – as required by role remit and responsibility
• Professional Memberships – as required by role remit and responsibility
• Bank training, i.e. mandatory & developmental
• Languages – fluency in business English
• Demonstrable and relevant experience in the Private Banking industry commensurate with this remit and level of responsibility
• Proven risk management capabilities
• Firm in all business guidelines and compliance issues
• Sound knowledge of financial markets and investment products
• Outstanding communication and presentation skills

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.