Relationship Service Manager

Standard Chartered; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Job summary

Standard Chartered Bank Malaysia is seeking a proactive service-oriented professional to support Priority Banking clients. The role involves assisting with fulfilment, activation, and online banking setup, while coordinating with Relationship Managers and back-office teams to ensure timely service delivery.

Key responsibilities include handling client documentation, compliance with AML/CDD standards, and contributing to revenue through superior client service and cross-selling of banking

Qualifications

• Strong computer literacy and familiarity with banking software.
• Proactive in supporting sales and service goals.
• Excellent interpersonal communication.

Responsibilities

• Assist Priority Banking clients with fulfilment and documentation.
• Support activation and online banking setup for clients.
• Handle service requests and liaise with back-office teams to complete tasks.
• Assist Relationship Managers with administrative support, AML/CDD compliance and client reviews.
• Contribute to revenue and cost control through efficient service delivery.

Skills

Excellent Computer skills

Good planning and organisation

Interpersonal and communication skills

Ability to work under pressure

Customer service oriented

Job description

Fulfilment

• To assist Priority Banking clients with fulfilment of sales, including all necessary documentation and paperwork e.g Retail banking products (PL, CASA, CC, etc), Wealth Products etc.

Activation

• Assist Relationship Managers with activation efforts i.e scheduling time for conversations with clients, preparing materials for discussion (e.g Retail banking products (PL, CASA, CC), Wealth Products etc)
• Educate and conduct initial set up for online banking, ATMs in Priority Banking Centre and Branch.

Service

• Assist Priority Banking clients with all service and transaction requests e.g Retail banking products (PL, CASA, CC, etc), Wealth Products etc.
• Interface with middle or back-office teams to complete service requests

Other administrative support tasks

• Assist Relationship Managers with any other administrative support for updating CDD, monitoring and managing client’s credit situation, and migrating clients in and out of Priority

Financial Contribution

• Prevention of frauds & losses.
• Control costs.
• Generate revenue/fees.

Compliance and Money Laundering responsibilities

• Ensure compliance with Group’s standards and regulatory requirements pertaining to Money Laundering and CDD.
• Participate in and/or support the Bank’s effort in combating money-laundering activities.
• Exercise due care and diligence on matters related to Money Laundering and CDD in day-to-day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, client communication, implementing new requirements, updating and revising operating procedures, acquiring relevant knowledge and training, and providing support to superiors.

Strategy

In/outbound ETB servicing

• To proactively deliver excellence service to Priority Clients
• Prepare and educate clients to interacting via online, Client Centre NTB referrals from clients
• Actively acquire new Affluent/potential Affluent clients referred from ETB clients directly to RM
• Guide clients approaching Bank for solution on their issues or needs.

Business

Revenue Drivers:

• Increase delivery of sales and service to drive revenue for WRB business by way of ;
• Acquiring new clients.
• Improve customer retention including new customers.
• Offer new products and services.
• Perfecting customer pitches.
• Consistent up-skilling and training on sales and service

Compliance & Operations Quality

• Issues identified are immediately escalated to BM/BOSM or HUB Head.
• Adherence to CSM’s roles and responsibilities always.
• Strive for continuous improvement by reviewing, tracking, and monitoring all client application, instructions, and request until closure to manage TAT.
• Ensure all tasks are performed in accordance to approved regulatory, AML and in-country process.

Risks, Governance & Control

• “ZERO” tolerance to breaches and Operational Losses.
• Prevent incidents such as Operational Losses, Regulatory Breach, Process Adherence Breach, PDPA Breach, FEAR and other breaches impacting “Bank’s Reputation”
• Assist branch to achieve Good audit rating in all Branch Audit including CST.

Customer Experience and Complaint Management

• Focus on enhancing remote access to essential services and to allow for a more seamless customer service experience in branch and PIB centres by achieving;
• Zero complaints for the year
• Receive / Acquire compliment for per year
• Achieve good NPS scoring

Processes

WM Documentation

• Review WM documentation for completeness
• Ensure complete WM documents is scanned and forwarded to CAU for approval
• Follow Up with RM on referred cases to ensure timely resolution

AOF Documentation

• Approve PB AOF and iCDD within T Day (A&B only)
• Scan AOF in eOPS & signature captured in Sigcap
• Timely follow up with CDD Team for pending cases with risk rating “C” and above
• Review RFI cases and follow up with customers for additional information or supporting documents

Transactional Activities

• Perform callback to client to fund the account to avoid cheque being returned
• Perform callback to client to confirm on- Cheque with apparent alteration or signature differ
• Review instruction received for Fund Transfer, Book Transfer, FX and OTT including FEP declaration prior to execution
• Review Term Deposit agreed “Rate & Tenure” prior to placement
• Perform callback to client to confirm on instruction received via eMail, Mail, myRM, & 3rd party
• Initiate “Waiver request” to Product Managers on behalf of RM for CC, Loan, PB down & upgrade

Digital Banking

• Assist customer with Online/Mobile banking sign-up including for Debit Card application
• Assist customer with step-by-step guidance on the use of online/mobile banking platform and service available
• Timely follow up with CDD Team for pending cases with risk rating “C” and above

Service Request

• Raise all SR on behalf of RM
• Approve SR raised by RM/RSM within the team
• Follow-up on pending SRs until closure

Meeter Greeter Desk

• Take turn managing the Meeter Greeter desk during banking hours

PB center / PP Centre

• Ensure continuous upkeep of cleanliness and tidiness with PB/PP centre
• Ensure beverages are replenishes every morning before start of the day

People & Talent

• Excellent Computer skills
• Work under pressure, smart and effectively.
• Good planning and organisation skills.
• Good in interpersonal and communication skills.
• To out serve customers in service delivery and be the Best International Bank
• To create awareness and influence customers in using direct channels / automation
• To maintain a high standard of customer service quality
• To exceed customers’ expectation and delight