Associate Director Affluent Relations

Standard Chartered; Mumbai; Hybrid; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Competitive salary and benefits

Flexible working arrangements

Wellbeing support (Unmind)

Continuous learning & development

Diversity and inclusion

Job summary

Standard Chartered in Mumbai seeks an experienced Relationship Manager for Priority Customers to grow wallet share and revenue. You will manage a high-net-worth portfolio, provide premium service, and serve as the primary contact for key clients.

The role drives new business, cross-sell, and targeted activity while maintaining data accuracy in MIS and customer records. You will collaborate with branches and direct sales, participate in events, and uphold regulatory and risk standards as part of

Qualifications

• Knowledge of Bank’s products.
• Understanding of front and back-office processes.

Responsibilities

• Build and deepen relationships with Priority Customers to increase share of wallet and revenues.
• Provide professional customer service to achieve high customer satisfaction and retention.
• Manage the portfolio to de-risk attrition and ensure book stability.
• Serve as the single point of contact for High-Net-Worth customers.
• Generate new business and achieve targets for number of customers, volumes and revenue.
• Achieve cross-sell targets and coordinate customer events with product team.
• Update & maintain Sales MIS and customer information.

Skills

Relationship management

HNI clients

Customer service

Communication

Education

Graduate/ Postgraduate

Tools

CRM systems

Job description

Strategy
Relationship management
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
Sales
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
Sales mis
Update & maintain all Sales MIS (Calls, Prospects, Attritions, Business done, etc.)
Maintain and update customer information on WMS

Business
NPS & Customer management
Ensure that NPS is at least in second quartile as compared to peers
Use the online CMP system diligently and achieve > 75% of their require customer contact each month
Processes
Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.
Ensure 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.
Risk Management
Risk management & compliance
Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.
Ensure full awareness of all policies relating to operational risk, sales processes, mis selling, etc. and comply with the same
Read, understand and comply with all provisions of the Group Code of Conduct.

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.
Effectively and collaboratively identify, elevate, mitigate and resolve risk, conduct and compliance matters.

Skills and Experience

Knowledge of Bank’s products
Understanding of front and back-office processes

Qualifications

Graduate/ Postgraduate, consistent academic career
Extensive sales experience (2 to 5 years)
Sales focused and highly target oriented
Able to pick up new concepts quickly
Able and excited about going out to meet new customers
Competitive awareness & benchmarking
Excellent communication, interpersonal & relationship building skills
Banking knowledge
Management Information Skills
Good Interpersonal Skills
Customer and Service Orientation

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 thingand 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-offincluding 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 workingoptions based around home and office locations, with flexible working patterns.
• Proactive wellbeing supportthrough 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 cultureto 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.