Senior Manager, International Banking at Standard Chartered Bank Kenya

Roles and Responsibility

The purpose of the role is Team Lead to:

• Acquire new to bank customers International Banking (IB) clients with specified service standards with a special focus on HNW segment
• Drive profitable growth by deepening and servicing long-term relationships with IB/HNW clients

Implementation and oversight of the below individual responsibilities:

• Deliver Acquisition for International clients, Net New Money, AUM, and revenue growth targets and key operating metrics (such, client acquisition, client satisfaction, portfolio mix).
• Participate in Priority Banking marketing and promotional activities for new to bank customer acquisition.
• Ensure all acquired New to Bank customers are adequately funded to meet the Priority & International Banking qualified status
• Organise and conduct sales presentations to groups, clubs, associations, companies and other organisations.
• Solicit referrals from other parts of SCB e.g. Other Relationship Managers. from SME, CCIB, New Business etc.
• Maximize cross sell opportunities together with the Relationship Managers.
• Ensure adherence to account opening and sales process and stringent service standards are in compliant with local regulatory requirements.

Drive and implement strategies

• Accelerate client acquisition and penetration in target segments
• Develop targeting strategies by Segment and geographic presence such as consideration and pull-based sourcing.
• Inculcate a robust and deep-rooted service culture
• Ensure accurate and timely delivery of client journeys and scripts.
• Work with stakeholders to ensure achievement of Segment-wise targets.
• Conduct root cause analysis and de-bottleneck issues as required.

Performance Measurement & Tracking

• Responsible for defining strategy for conversion of leads provided by Segment.
• Work closely with Digital channels on fulfillment of Online acquisition and ongoing usage
• Work closely with Segment, Product and Performance Management Teams to ensure overall performance standards and KPIs are met
• Ensure high level of FLC and upkeeping the service standards in our touchpoints
• Ensure deliverables in KPIs/ budget / scorecards, productivity, team partcipationare met

Ensure compliance and familiarity to standards

• Adherence to laws and regulations, country engagement rules , internal risk and compliance policies and the Group Code of Conduct
• Timely completion of all mandatory risk and compliance training, including e-learning by the set deadlines
• Completion of all mandatory risk and compliance training and related compliance acknowledgements by each member of your team by the set deadlines
• Demonstration of adherence to the Group Management Responsibilities policy and fair accountability principles
• Prompt and decisive action when any risk and compliance weaknesses become apparent, addressing them in an appropriate timeframe, escalating where necessary, having carefully understood what happened and why
• Develop, rollout, maintain and where applicable, recommend procedures and controls that meet / strengthen the requirements of Group and local policies and standards.
• Ensure the teams are 100% compliant with rules and regulations, and ascertain adherence to operational risk controls and procedures in day-to-day management
• To be measured against the overall ORF standards of CR, and be accountable for adherence to Risk Assurance Framework laid down at group and country level.
• To ensure good ratings in internal / external audits, governance, compliance and GIA reviews
• Work with Country Learning and Talent Development/curriculum architects to set training standards at Country Level including those relating to compliance.
• Work collaboratively with Financial Crime Compliance, AML, L&C on Client Due Diligence and KYC processes.
• Provide input to governance and operational risk to define measures and controls for prevention of mis-selling, mis-representation, fraud and for adherence to Treating Clients Fairly principles.
• Ensure timely completion of CPD hours
• Embed strong 1st line credit and conduct mindset and capabilities
• Strengthen staff awareness/knowledge of cyber risk via training of "good" practices and lessons from market incidents

Financial Objectives

• Maintain MIS accuracy and discipline, and ensure adequate control on payment of incentive to sales channels, vendors and agencies
• Ensure effective resources allocation, capacity and cost management linked to participation model and related product / segment strategy and focus
• Periodic review with stakeholders on the sales channel's deliverables and effectiveness
• Deliver against budget/ forecast and ensure business delivery is done with good conduct

People and Talent

• Support direct reportees in product development, sales management, stakeholder management and proposition responsibilities
• Coach, equip, empower and energize both the frontline and support staff to deliver the best result
• Implement effective HR standards and strategies, manage succession plan, retain key talent, constant discipline in performance management.
• Engage Training to address training needs, implement training roadmaps
• Ensure sales channel's discipline in HR & training related matters
• Be an effective agent of change and role model for talented staff throughout the bank
• Establish effective FTE management and hiring to ensure seamless delivery of client experience at branches and hubs
• Develop strategies to improve and grow International Banking Clients through client engagement, marketing and sales activities
• Meet with clients to identify their needs and solutions that can be met by the different Hubs ie India,UAE, Singapore, Jersey, Hongkong, China
• Set goals and objectives for each team member and provide regular feedback to help them improve performance.
• Collaborate with support functions, business partners, and product specialists to deliver One Bank, support cross selling efforts and referral program (where applicable), and provide effective client solutions.

Risk Management

• Ensure the right type of client is recruited into the bank.
• Ensure that all account opening procedures are followed to ensure that we meet our regulatory requirements.
• Ensure that all documents/corroborations that are required are provided in a timely manner for new account and mortgage requirements.
• To ensure that our own internal policies are adhered to mitigate risks and comply with regulatory requirements
• Ensure CDD requirements are met in a timely manner as per the banks process and procedures.
• Do what is right in order to avoid reputational risks and operational losses.
• Understand the risk and control environment within area of responsibility and drive rectification as required.
• Handle customer issues, complaints, and product enquiries on timely basis in accordance with established procedures.
• Ensure that Risk Management matters that are brought to attention are subject to direct remedial action and/or ensure adequate reporting to the relevant Risk Committees and/or line management

Governance

• AML measures must be followed at all times.
• All procedures relating to onboarding and mortgage process must be completed.
• All CER must be followed at all times.
• All eLearning and courses required to keep compliance skills up to the required level must be completed in a timely manner.
• Group code of conduct must be followed and adhered to at all times
• Responsible for full CDD requirements for clients held with RM Portfolio.

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, escalate, mitigate and resolve risk, conduct and compliance matters.
• Support the business to achieve the outcomes set out in the Bank's Conduct Principles, such as Fair Outcomes for Clients; Financial Crime Prevention; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

Key Stakeholders

• Appropriate delegated authorities
• Team Leader incountry (Kenya) and in specific Hubs including UAE, Jersey, Singapore, China, Hong Kong and India
• Regional/ Hub Heads
• Business and Segment Heads
• CSU Team
• FCC & Compliance
• Operational Risk
• Credit Risk
• Operations
• RMs, Wealth, Insurance Specialists and Mortgage Specialist
• Platform Managers Specialists
• Client Service Managers
• Product Specialists and dedicated functional partners
• Relevant Front office colleagues

Our Ideal Candidate

• Extensive customer contacts that qualify for the International Banking Segment
• Certified Financial Planner (CFP) would be useful
• Superior knowledge of Investment Solutions and Financial Markets.
• Possess diverse investment and market views to offer a concise and consolidated view of events to give the appropriate recommendation and guidance to clients.
• Make effective business decisions independently, based on sound financial and business principles.
• Competent in collaborating with product specialists to recommend product suite offerings for clients
• Effective understanding of client requirements and manage it without escalation.
• Minimum 6 years proven Sales and Relationship Management experienc