Relationship Manager Priority Banking (Mombasa) at Standard Chartered Bank Kenya

Job Summary

• As a Standard Chartered Relationship Manager, you'll be responsible for managing and developing relationships with high-profile clients to drive business growth and meet the bank's strategic objectives. You will provide exceptional customer service with the provision of financial solutions while managing operational risk and regulatory requirements.

About Wealth and Retail Banking

• We are an international bank serving individuals and businesses in the world's most dynamic markets and help manage and grow their wealth and expand their businesses at home and overseas through our inter-connected global network.

Key Responsibilities

Client Engagement and Relationship Management

• Demonstrate in-depth understanding of client profiles and financial positions to deliver personalized service and product recommendations.
• Utilize data analytics to plan and execute the next best conversations and engagement strategies.
• Provide in-depth advice on individual banking and wealth management products such as personal loans, CASA, investment portfolios, and bespoke financial instruments.
• Develop structured and comprehensive account plans for a segment of the client base, aiming to maximize value through cross-selling and upselling.
• Conduct regular in-person or virtual meetings to assess client needs, provide tailored advice, and facilitate the onboarding of new products.
• Collaborate with specialists and other banking professionals to ensure a holistic service approach.

Operational Excellence and Compliance

• Maintain up-to-date knowledge on compliance requirements, conducting Client Due Diligence (CDD) reviews and ensuring all client documentation is accurate and complete.
• Oversee the fulfillment of client requests, guaranteeing timely and quality delivery of products and services.

Business Development through Referrals

• Actively pursue and manage referrals, engaging leads effectively and nurturing relationships that result in new business opportunities.
• Clearly articulate Standard Chartered's value proposition and product requirements to prospective clients.

Client Education and Support

• Provide comprehensive guidance on digital banking platforms, ATMs, and client centre services to enhance client autonomy and satisfaction.
• Foster an environment of continuous learning for clients and colleagues alike, championing best practices and innovation.

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.
• Verify and scan customer instructions on Eops through Ncap (where applicable)
• Holder of card and card reader pin and alarm for opening and closing branch (where applicable)

AML & CDD

• Ensure that the Anti- Money Laundering requirements are followed as follows: - Take all reasonable steps to verify and identify our customers
• Retain adequate records of identification, account opening and transactions
• Make prompt reports of suspicious transactions and suspicious activity using the right internal channels
• Raise awareness of Money Laundering prevention by training all staff/attending training sessions

Key stakeholders

• Product Specialists
• Client Service Manager, Affluent
• CDD team
• Branch Manager
• Credit team

Skills and Experience

Essential Skills and Experience

• Comprehensive knowledge of multiple financial products spanning individual banking and wealth management offerings.
• A solid grasp of market dynamics and competitor activities to inform effective business strategies.
• Advanced interpersonal and soft skills carefully adapted to understand and engage affluent clients, fostering trust and long-term partnerships.
• Exceptional communication and presentation abilities enabling clear and persuasive articulation of complex financial concepts.
• Expertise in negotiation and the management of objections, ensuring positive outcomes while maintaining client satisfaction.
• Strong problem-solving prowess to address challenges promptly and innovate solutions that meet client and business needs.
• Experience in relationship management within a banking or financial services context is highly desirable, supported by demonstrable success in client acquisition and retention. A commitment to continuous learning and personal development is crucial to stay ahead in an evolving industry.

Qualification

• Academic qualification
• CISI certification is desirable