Senior Customer Relationship Manager

Alliance Bank Malaysia Berhad; Kuala Lumpur; On-site; MYR 50,000 - 80,000; Full time

Job summary

Alliance Bank Malaysia Berhad recherche un Responsable des ventes et du service pour offrir un service client exceptionnel aux clients PB. Le poste implique l'expansion de la base de clients, la gestion des performances de vente et le respect des normes réglementaires. Ce rôle clé contribue à augmenter les revenus en développant des relations à long terme avec les clients tout en veillant à la conformité avec les politiques bancaires.

Qualifications

• Capacité à atteindre les objectifs de vente et à identifier les opportunités.
• Solides compétences en gestion des relations clients.
• Compréhension des produits financiers et des réglementations.

Responsibilities

• Fournir un service personnalisé aux clients et gérer les transactions bancaires.
• Identifier et poursuivre les opportunités de vente pour développer le portefeuille client.
• Surveiller la conformité et gérer les risques liés aux ventes.

Skills

Customer Relationship Management

Sales Strategies

Problem Solving

Education

Bachelor's Degree in Business or related field

Job description

Sales and Service Management

1. Focus on delivering excellent personalized service to PB customers by attending to various banking transaction needs and resolving problems/complaints within the specified TAT.
2. Actively identify and pursue sales opportunities by:

• Expanding and growing the customer base and new investment accounts through referrals and service recovery efforts.
• Growing existing relationship AUMs such as CASA & Fixed Deposits and acquiring new customers.
• Collaborating with Wealth Management, Branch Operations, Customer Service, Lending Hubs to obtain product updates tailored for affluent customers.
• Identifying cross-sell opportunities for relationship deepening and increased revenue.
• Promoting product bundles to enhance cross-sell penetration and bank revenue.
• Sourcing new sales and leads within internal databases and through cross-referrals from other banking units.

Execute sales performance tracking by:

• Supporting the Branch Manager/PB Hub Manager in achieving sales and service targets.
• Preparing and submitting accurate sales reports timely.

Maintain accurate information by:

• Staying updated on product information and market changes.
• Identifying fraudulent activities and ensuring operational compliance.
• Managing customer portfolios to grow franchise and minimize attrition.
• Growing balances and share of wallet in key products such as CASA, FD, Foreign Current Accounts, Investment Products, and Insurance.
• Converting existing FD portfolios into revenue-generating products.
• Marketing and selling consumer products to own portfolio.
• Assessing customer needs and recommending suitable products.
• Cross-selling to existing customers and referring non-consumer lending opportunities to relevant units.

Build and maintain long-term profitable relationships by:

• Providing quality customer service and gathering feedback.
• Resolving customer issues and escalating unresolved complaints appropriately.
• Ensuring timely processing of wealth and credit products.
• Adhering to contact and service standards for calls, visits, and portfolio reviews.
• Managing stakeholders effectively and participating in team briefings.
• Maintaining a professional image through grooming and housekeeping.

Risk and Regulatory Management

• Managing portfolio risk and ensuring no mis-selling occurs.
• Ensuring compliance with policies, procedures, and regulations including KYC, AMLA, and audit standards.

Note: Job descriptions are subject to change at management's discretion.