RM Director - Affluent Banking

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

Job summary

Standard Chartered in Mumbai seeks a results-driven professional to service existing customers and drive cross-sell of liability and wealth products. You will handle branch-level sales, ensure policy compliance, and optimize the customer experience while managing a growing portfolio.

The role requires strong knowledge of retail banking, wealth management, and proficiency with banking software. It offers opportunities to lead sales initiatives and improve service quality within a banking network.

Qualifications

• Strong knowledge of retail banking products (CASA, loans, deposits, insurance, investments).
• Wealth knowledge and customer handling skills.
• Analytical skills and ability to use banking software/ applications (CEMS).

Responsibilities

• Maximize sales performance to meet revenue targets for liability, wealth and asset products.
• Generate new business via promotions, calls and in-branch contacts.
• Ensure compliance with policies and regulatory requirements; maintain high service standards.
• Lead implementation of liability strategy and review customer portfolios for profitable growth.

Skills

Retail banking knowledge

Wealth management knowledge

Analytical skills

Banking software proficiency

Education

Master's degree

Banking certifications

Job description

Servicing existing and primarily walk-in 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.

Key Responsibilities

Strategy
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
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 ensure adherence all the times.
Ensure high level of customer service in the Branch. Manage difficult customer situations
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
Ensure 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 ensure continuous improvement if below bench-mark, sustain and better quality service
Take responsibility for general reconciliation and control activities
Find ways to improve operational efficiency and control costs to meet cost budgets
Be multi-skilled to handle all kinds of transactions and services in the bank
Manage growth and attrition of the base, facilitate customer up-streaming. Improve product per customer

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.
Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
Responsible 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;
Ensure 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 achieve 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
Develop, implement and manage a best-in-class sales capability
Lead the implementation of the liability strategy at the Branch
Review, analyze and manage the customer portfolio for profitable growth
Initiate development of strategies for customer acquisition, retention, and cross sell
Support where necessary, via joint customer calls and identify potential customers

Together with Branch Managers, enhance the bank’s image through area promotions, community activities etc.
Manage service delivery in the network to the highest competitive standards
Monitor service standards for the network and audit expected behaviors.
Processes
Operations & Compliance
Ensure satisfactory ratings in all internal/external audits conducted at all branches in the zone
Control and periodically check operational risks and workflows
Review key operational risks and efficiency indicators
Integration/ Change Management
Facilitate the implementation of new systems and processes across 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 strong performance culture through inspiring, motivating, and rigorous performance management discipline. Develop and build talents within the network through optimal resourcing, capacity planning, succession planning and engagements
Achieve high employee engagement and satisfaction. Retain talent, check attrition. Manage and mentor network staff and Union interface to ensure overall employee satisfaction
Identify training, development and counselling needs for staff
Undertake career growth planning for performers in the branch network

Governance
Ensure 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 ensure 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
Responsible 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
Ensure 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 responsible for the health and safety aspects within your area of control. You need to ensure that
Your employees are adequately trained and supervised to perform 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, 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, upscale, mitigate, and resolve risk, conduct and compliance matters.
Key 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; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures;

Skills and Experience

Technical Skills:
Strong knowledge of retail banking products (CASA, loans, deposits, insurance, investments).
Wealth knowledge and customer handling skills
Analytical skills
Proficiency in using banking software/ application and CEMS systems.
Behavioural Competencies:
Excellent communication skills and presentation skills
High level of inter-personal skills & integrity
Ability to influence Senior Management and provide thought leadership

Qualifications

Educational Background:
Preferably a Master’s Degree in any discipline, other banking certifications will be an advantage
Work Experience:
Experience in 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.

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