Partner - Wealth Solutions & Global Indian Clients

Standard Chartered India; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Standard Chartered India invites an experienced Relationship Manager to manage Priority Customer relationships, aiming to deepen wallet share and revenue while delivering professional service in a high-net-worth banking environment.

You will oversee a portfolio, ensure customer satisfaction and retention, and coordinate with product teams within the bank's risk and compliance framework to sustain growth.

Qualifications

• Relationship management with Priority Customers.
• Ensure high levels of customer satisfaction and retention.
• Strong knowledge of customer base including demographics and assets.

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 stability of the book.
• Have complete knowledge of the customer base and assets across the bank.
• Serve as the one-point contact for High Net Worth customers.

Skills

Nurturing relationship

Service excellence

Product Knowledge

Non-disclosure of information

Education

CPBB essentials online and classroom trainings

IRDA, NISM certifications

Job description

• 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

Job Summary

• Relationship Management

Key Responsibilities

• 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

Business

• Maximize sales performance to achieve 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
• Ensure high level of customer service in the Branch. Manage difficult customer situations
• 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

Processes

• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
• Ensure transactions are processed with a high level of accuracy and commitment in order to satisfy customer needs
• Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities

People & Talent

• Servicing primarily mapped customers to fulfill the specific transactional requirements of the customer through high quality customer service, while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets

Risk Management

• Ensure 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.

Governance

• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service.

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.

Key stakeholders

• Branch Banking Retail department

Other Responsibilities

• 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.
• Lead the [India / Retail Banking / Branch Frontline /Branch] to achieve the outcomes set out in the Bank’s Conduct Principles

Skills And Experience

• Nurturing relationship
• Service excellence
• Product Knowledge
Non-disclosure of information

Qualifications

• CPBB essentials online and classroom trainings
• IRDA, NISM certifications

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.